Customerland

Discover how empathy reshapes marketing as Tara DeZao, Product Marketing Director for AdTech and MarTech at Pega, joins us to unravel the complexities of customer journeys and data privacy. Together, we examine the crucial role brands play in responding to customers' needs by meeting them in pivotal moments and providing solutions that resonate rather than repel. With cookies on the decline, explore how companies are innovating their strategies through new technologies and partnerships, ensuring they stay ahead in a rapidly changing landscape.As data deprecation challenges traditional marketing, we question the longstanding reliance on cookies and showcase innovative solutions like Retail Media Networks and AI-driven personalization. Through compelling examples from Sephora and United Airlines, we underscore the necessity of understanding the context to craft a truly personalized customer experience. AI's transformative potential in reimagining loyalty programs becomes clear, offering fresh strategies for maintaining market momentum and deepening customer relationships.Finally, we venture into the nuanced realm of AI governance, analyzing its profound impact on consumer feedback and loyalty programs. Delta's recent challenges serve as a cautionary tale of the importance of clear communication and human oversight in AI deployment. Tara shares insights on ethical AI integration, pointing to Europe's Artificial Intelligence Act as a framework to navigate high-risk AI use cases. We wrap up with a thought-provoking dialogue about the balance between opinion and validation, underscoring the power of intentional conversation in today's fast-paced digital world.

Discover how The Vitamin Shoppe is revolutionizing the in-store and online shopping experience with insights from Scott Devlin, CTO of The Vitamin Shoppe, and Joe Corbin, CEO of JumpMind. We dive into the technological transformation that is unifying The Vitamin Shoppe's commerce capabilities. As we unveil the features designed to streamline operations and enhance customer satisfaction, learn how innovations like curbside pickup and hybrid checkout systems are bridging the gap between digital and physical retail spaces. Scott shares the strategic journey that began during the pandemic, while Joe highlights the power of JumpMind’s cloud-native platform in supporting this seamless integration.We also take a closer look at how thoughtful software design is reshaping both associate and customer experiences. By collaborating with a human-centric tech firm, The Vitamin Shoppe is making technology as intuitive as consumer apps, easing the transition for associates and reducing training time. Get an insider perspective on the development of tools that empower "health enthusiasts" to manage multiple functions effortlessly, all while engaging customers effectively. This episode promises to reveal how a consolidated platform not only boosts operational efficiency but also elevates the shopping experience to new heights without the need for additional staff.

In this episode, we talk with Mark Ogne, CEO of Symplexity AI, about a practical approach to integrating AI into business operations. Mark, a seasoned tech and marketing executive, shares his journey into AI and explains how Symplexity AI goes beyond consumer-facing tools like ChatGPT to help businesses manage large volumes of unstructured data effectively.We discuss common challenges with AI-generated content, such as achieving emotional depth and relevancy. Mark explains Symplexity’s method for training AI on detailed client-specific data to produce more sophisticated, contextually relevant content—avoiding complex prompt engineering and enhancing personalized creativity.Symplexity AI’s tools are designed for ease of use, making it accessible even for those without a technical background. Mark highlights how this platform supports SMBs by automating routine tasks, allowing employees to focus on strategic goals. Join us for insights and strategies on using AI to improve content creation, sales, and customer experience.

In this episode, we sit down with Matt Elsley and Nick Larkins from QSIC to explore how music and sound can influence retail success. Matt and Nick, with backgrounds in computer networking and audiovisual systems, share how their expertise helped shape a new approach to enhancing in-store experiences. They discuss the challenges of navigating music licensing and explain how sound can directly impact purchasing behavior in various retail environments, from cafes to upscale dining.We’ll also examine the growing role of retail media in driving customer engagement and conversions. As digital ad spend increasingly shifts toward retail media platforms, Matt and Nick offer insights into how physical stores can leverage immersive audio strategies to stand out from online competitors. They also highlight the importance of transparency in retail marketing and how audio-first approaches are being deployed in large-scale environments like convenience stores. Tune in for a practical look at how sound and retail media are shaping the future of in-store experiences.

In this episode, we sit down with Vinod Muthukrishnan, VP and COO at Webex Customer Experience, to explore his journey from the merchant Navy to co-founding Cloud Cherry, a company focused on improving customer experiences. Vinod shares how he made customer needs a priority, even when technology posed challenges, which eventually led to Cloud Cherry's acquisition by Cisco.We dive into how AI is reshaping customer experience, including innovations like auto CSAT that predict customer satisfaction without traditional surveys. Vinod explains how building customizable, client-specific solutions without the need for extensive coding is changing the way businesses approach CX.The conversation also addresses the balance between improving customer satisfaction and meeting business goals. Vinod offers practical insights on using AI, automation, and analytics to close the gap between efficiency metrics and customer satisfaction, including understanding how executive compensation and NPS are connected. Finally, we discuss the cultural barriers that can slow progress and how aligning business objectives with customer-centric strategies can lead to meaningful improvements.

Join us for the third in our 3-part Series on Breaking Loyalty with Mike Robero, an expert in loyalty and customer engagement. In this episode, we take a closer look at how loyalty programs can evolve to meet the changing needs of today’s diverse consumer base. We address the key question: How can brands "fix" their loyalty strategies to build meaningful, lasting connections with customers?We explore the shift away from traditional, one-size-fits-all loyalty models and consider how brands can engage with customers as partners. By focusing on emotional connections and fostering trust, brands can create loyalty ecosystems that reflect the way consumers interact with multiple brands. This approach allows for more personalized experiences and better use of customer data.We'll also examine the economic and strategic advantages of rethinking loyalty in this way. Learn about overcoming common challenges like accrued liabilities and siloed data, and how empowering customers to manage their own data can enhance engagement while reducing costs. Tune in for practical insights and examples for brands looking to innovate and strengthen their customer relationships.

In Breaking Loyalty Part 2, Mike Ribero and Mike Giambattista explore the shift from traditional loyalty programs to building authentic emotional connections that go beyond points and rewards.Mike dives into how loyalty strategies have evolved, emphasizing the importance of seeing customers as more than mere transactions. He offers insights into how businesses can adapt to focus on long-term commitment, staying relevant even when purchases slow down. Learn how to leverage ecosystem-based models that expand the reach of loyalty programs and create real value for your brand in today’s crowded marketplace.We also address the often-overlooked issue of unredeemed points and the financial strain they can cause, exploring how direct engagement platforms can redefine brand-customer interactions. As the industry stands on the edge of significant change, Mike shares the importance of thought leadership in driving this transformation. Join us for a conversation grounded in experience and strategy, offering practical approaches to enhance your loyalty programs and foster genuine, lasting connections.

What if the loyalty programs you rely on are actually failing you? Join me and loyalty expert Mike Ribero, the architect behind Continental OnePass and Hilton Honors, as we uncover the troubling realities facing the loyalty industry in our first installment of "Breaking Loyalty." With member satisfaction plummeting below 50% and a tidal wave of negative social media sentiment, it's clear that something is seriously amiss. We dive into the financial conundrum where U.S. businesses spend nearly $80 billion annually on loyalty programs while grappling with a staggering $125 to $150 billion in unredeemed points and miles. Discover the root causes of these issues as we dissect the evolution—or stagnation—of loyalty programs across travel, retail, and dining sectors. We highlight the critical missteps brands have taken by neglecting both the rational and emotional needs of their consumers. Mike and I stress the importance of continuous improvement and the reciprocal nature of personal relationships in fostering genuine loyalty. We also discuss the adverse impact of reduced human interaction due to technology. Tune in for actionable insights and practical solutions designed to rejuvenate and transform loyalty programs for better customer retention and satisfaction.

Unlock the future of customer experience with AI as we sit down with Dave Singer, Global Vice President of Go-To-Market Strategy at Verint. Learn how AI is evolving from theoretical concepts to producing tangible business outcomes, without the need for overhauling existing systems. Dave offers a unique perspective on deploying AI to generate immediate value and shares remarkable success stories, including significant cost savings and efficiency gains.Journey with us through the cutting edge of customer service automation as we explore new communication channels like TikTok and the rising sophistication of customer inquiries. Through the lens of real-world examples like Volaris Airlines, discover how companies are leveraging vast data repositories to enhance both customer-facing and agent-assisting technologies. From basic bots to advanced AI solutions, Jason Valdina emphasizes the critical role of analytics in ensuring effective AI deployment and improved customer service.Finally, we explore the revolutionary potential of AI in workforce management with Verint's latest innovations, such as the TimeFlex bot. Addressing the pressing issue of post-COVID agent burnout, we reveal how AI tools are optimizing complex scheduling tasks and improving work-life balance. Plus, hear about Verint's risk-free Genie Bot program that promises transformative business outcomes within 30 days. Don't miss our discussion on the strategic partnership between Verint and Five9, showcasing how their collaboration is setting new standards in the market. Join us for an insightful conversation that promises to reshape your understanding of AI's role in customer experience.

In this episode, we sit down with Brett Townsend, SVP of Strategy at Quester, to talk about brand storytelling and how empathy and conflict can shape consumer engagement. Brett shares his perspective from his book "Insights on the Brink," discussing the changing landscape of the insights industry. We explore Quester's approach to brand and innovation consultancy, offering practical advice on how to use strategic insights effectively. Brett also addresses the challenges insights departments face, like how to generate revenue and separate valuable consumer insights from the flood of data. Drawing on his experience at Frito-Lay, he explains why using narratives to present insights can have a real impact on ROI and sales. We'll also touch on the debate between customer experience and loyalty and look at how senior leadership can build a truly consumer-focused culture. Brett's insights and stories highlight the importance of business know-how and how to make insights truly actionable. Tune in for a straightforward conversation about market research and its role in shaping business strategy.