All the MarCom tools in the world will be worthless unless you first understand your customers. Digital marketing expert Kevin Urie, founder of agency 47Harmonic, chats with Jeff Marcoux about balancing the promise of exciting marketing innovations with what customers are really looking for.

1to1 Media’s Judith Aquino discusses customer analytic trends and the Internet of Things’ impact with Colleen O’Neill, executive director for the Wharton Customer Analytics Initiative, and Eric Bradlow, WCAI co-director and professor of marketing.

Mark Chu, associate marketing manager at General Mills, talks with 1to1 Media’s Judith Aquino about the Cinnamon Toast Crunch Cruiser and the cereal brand’s efforts to reach Millennials.

Erin Walline, Dell’s new executive director of global customer experience, talks with 1to1 Media’s Judith Aquino, about revamping the company’s customer experience.

Mike Lester, president of The Melting Pot, chats with Mila D’Antonio, editor-in-chief of 1to1 Media, about what it takes (from training to recognition) to empower employees to create memorable customer experiences for each and every customer.

Michelle Lapierre, Senior Director, Customer Experience and Social Media at Marriott Rewards, chats with Mila D'Antonio, Editor-in-Chief of 1to1 Media, about the details of the Marriott Rewards social media strategy, as well as trends in social engagement for the wider hospitality industry.

Rebecca Caven, Senior Director, Service Innovation for the San Antonio Spurs, chats with Mila D’Antonio, Editor-in-Chief of 1to1 Media, about how the team boosts fan engagement by empowering employees and give tips on how you can do the same in your organization.

Nicole Freeman and Kyle Hudson of the NBA chat with Mila D’Antonio, editor-in-chief of 1to1 Media, about the key components of ELEVATE and provide examples of how the program is working for the teams that have embraced it.

This podcast in an excerpt from a recent webcast featuring Seth Hall, SVP of customer service at Philadelphia Insurance Companies; and Mila D'Antonio, editor-in-chief at 1to1 Media, discussing the intricacies of the insurer's voice of the customer program. The full webcast was recorded on December 10, and is available for viewing here: http://go.1to1media.com/VOC?SourceT301215=podcast