Tune into the CX Innovators podcast to hear how top brands are using cutting-edge technology to take the customer experience to incredible new heights. We’ll talk to the executives who are spearheading the CX charge for their brands and the tech companies they rely on to make the magic happen.
In this episode of the CX Innovator's podcast Eric Williams, senior account executive at Toshiba Global Commerce Solutions, shares insight on changing customer expectations, the value of a mobile-first strategy in the retail environment and how and why AI will be a game-changer going forward. Williams helps specialty retailers modernize operations through point-to-sale hardware, software and services. With nearly thirty years of experience in customer relationship management, global account management, and market strategy, he specializes in building trusted relationships with retail leaders and guiding organizations through his strategic technology investment.
February 25, 202618 min
Screenverse leaders share insight on DOOH buying strategy
In this episode of the CX Innovators podcast, moderated by Judy Mottl, editor of RetailCustomerExperience and DigitalSignage Today, David Weinfeld, co-founder and CEO at Screenverse, and Montana Accavallo, senior vice president of programmatic and client strategy at Screenverse, share insight on what premium buyers are looking for in the digital out of home landscape and how those expectations are shaping which networks win repeat, high-value spend. Weinfeld helps partners align technology, strategy, sales, and monetization to meet expectations and leads Screenverse's vision, product strategy, and SSP and DSP partnerships, shaping how premium digital out-of-home inventory connects with modern, data-driven media buying. Prior to co-founding Screenverse, Weinfeld was Vistar Media's first supply-side sales hire, where he built and led the global SSP media owner practice. During his tenure, he expanded Vistar's Media owner partnerships from 30 to more than 120 worldwide, helping establish one of the industry's most influential DOOH marketplaces and contributing to the growth of a multi-million-dollar SaaS business. Accavallo drives programmatic strategy and partnerships for some of the world's biggest agencies and brands — translating audience data, platform capabilities and measurement into award-winning, performance-driven campaigns. Before joining Screenverse, Montana held key roles at Vistar Media and Neptune Retail Solutions (formerly Quotient Technologies), where she gained deep expertise in programmatic trading, platform strategy, and retail media innovation. Montana leads marketplace education across industry-leading supply-side platforms and demand-side platforms to deliver meaningful results for advertisers and publishers alike.
December 3, 202518 min
Why a loyalty program is a 'must have' for retailers
In this episode of the CX Innovators podcast, Len Covello, CTO at Engage People, shares expert insights why no retailer today can get away without having a loyalty program and what a successful loyalty program should provide to shoppers. Consumers are participating in 17.4 loyalty programs on average, and program members want more ways to earn rewards and more ways to redeem rewards and more than half, 76%, want transactional rewards such as discounts and cashback options, according to an Antavo report, Global Customer Loyalty Report 2025. Yet despite growing consumer want and adoption there are year over year declines in overall satisfaction when it comes to loyalty programs. In the podcast, produced by Networld Media Group and sponsored by Engage People, Covello maps out what a successful loyalty program requires and how Engage People, a loyalty provider, offers with its solution. Engage People was recently recognized at the 2025 Finovate Awards, where our Access Plus platform won the award for "Best Consumer-Facing Payments Solution.
November 10, 202514 min
Steven King on leading ARKI and the future of automation
In this episode of The Automation and Self-Service Podcast, editor Sandra Carpenter sits down with Steven King, CEO of BlueSky Robotics and Distinguished Professor of Innovation and Emerging Technology at UNC. King is co-hosting and keynoting this year's Automated Retail and Kiosk Innovation (ARKI) show in Tampa, where he'll help lead conversations on how automation, AI and robotics are reshaping self-service industries. King shares his perspective on the event's evolution from the Self-Service Innovation Summit to ARKI, explaining how the rebrand reflects the growing connections between retail, vending, and technology. He also discusses the importance of applied AI, automation in customer experience and the balance between efficiency and human connection. Listeners will hear insights from King on what to expect in Tampa this December, including the themes shaping this year's agenda and why collaboration remains central to the future of automation. Listeners of the Automation and Self-Service podcast also receives $100 off of the registration cost using code "PODCAST".
October 29, 202526 min
Modulate expert shares insight on responsible AI in voice channels
In this episode of the CX Innovators podcast, Mark Frumkin, director of customer success at Modulate, shares expert insight on how online retailers can deploy AI tools to improve fraud detection, reduce harmful customer interactions and elevate both the agent and the customer experience. The podcast is produced by Networld Media Group and sponsored by Modulate, which provides real-time conversational and voice intelligence technology for customer service and contact centers. Its solutions include ToxMod (real-time detection of harassment and abuse) and VoiceVault (fraud and identity verification through voice), which work in a safeguard agent role against abusive callers, protecting customers from scams and fraud, and ensuring compliance — all while reducing call times and friction in the customer experience. Frumkin leads a team in partnering with customers in the gaming and retail delivery space, including Activision, Riot Games and Rockstar Games. He oversees Modulate's customer success strategy, ensuring smooth onboarding and ongoing successful outcomes for customers, helping them to detect and prevent abuse and fraud in their voice channels and phone lines. Before joining Modulate, Mark was a consultant at Deloitte, where he led projects to deliver cutting-edge technology solutions across various industries. [RELATED_MEDIA}
October 16, 202517 min
Classic meets modern: How vending is evolving in the age of AI
Vending has long been a symbol of convenience, from the nostalgic glow of the classic Coke machine to today's sleek, touchscreen models that accept mobile payments and even make product recommendations. In this episode of The Automation and Self-Service Podcast, host Sandra Carpenter, editor of Vending Times and Kiosk Marketplace, sits down with Dale Laszig, a longtime payments industry journalist and content creator who has tracked vending's digital transformation for years. Together, they explore how operators are blending tradition and technology to meet modern expectations. Laszig discusses the delicate balance between innovation and accessibility, highlighting how operators can modernize without losing the simple, familiar charm that made vending iconic. From AI-powered personalization and smarter inventory management to the rise of unattended retail in coworking spaces and residential buildings, she shares insights on where the biggest opportunities and challenges lie. As the industry shifts from analog to intelligent, always-connected devices, Carpenter and Laszig look ahead to what's next for automation, from expanding product categories to sustainability and machine design. Whether you're a vending operator, technology provider or simply fascinated by how automation is reshaping everyday experiences, this conversation offers a grounded look at the vending industry's next chapter.
September 18, 202516 min
Keeping kiosks always on: a conversation with Smart Charging Technologies
In the newest episode of the Automation and Self Service Podcast, Sandra Carpenter, editor of Kiosk Marketplace, talks with Micah Larsen, MBA, sales director at Smart Charging Technologies, about one of the most expensive challenges kiosk and vending operators face: downtime.
August 21, 202516 min
The future of campus dining? PizzaForno thinks it’s a 24/7 pizza vending machine
On this episode of the Automation and Self Service Podcast, we're diving into one of the hottest trends in food tech: 24/7 pizza vending. My guest is Travis Musser, PizzaForno's West Coast lead, who is spearheading the brand's expansion into Southern California. PizzaForno is North America's first automated pizzeria, serving fresh, high-quality pizzas in just minutes — anytime, day or night. Now the company is making waves on college campuses across Los Angeles, bringing students a late-night dining option that's convenient, affordable and surprisingly fresh. Musser shares insight about what makes this concept so appealing to students, the reactions he's seeing on campus and why he believes PizzaForno is perfectly positioned to meet the demand for quick, reliable meals in a 24/7 world. He also discusses PizzaForno's unique student ambassador program and where the company hopes to go next on the West Coast. Subscribe to Networld Media Group's YouTube channel to keep up with the latest Automation and Self-Service podcasts.
July 17, 202519 min
The automation of eco-friendly cleaning with Mr. Turtle
In this episode of the Automation and Self-Service Podcast, we're exploring an innovative solution tackling one of the biggest environmental challenges of our time: single-use plastic waste. Our guest, Benjamin Arts, co-founder of Mr. Turtle, has launched a "refill revolution" in the cleaning product industry. We discuss how Mr. Turtle's self-service stations are not only making it incredibly easy for consumers to refill their cleaning essentials, but also how they're dramatically reducing plastic waste by offering high-quality, effective products with convenience that rivals traditional shopping. Arts shared the journey behind creating this brand and how their automated refill system integrates into daily life. Our conversation with Arts went beyond just the mechanics of refilling; we also explore the vision driving Mr. Turtle forward. Arts discusses the hurdles of introducing such a transformative concept to the market and the clever strategies they've employed to overcome them. We also look to the future, envisioning how Mr. Turtle aims to expand its reach and further revolutionize consumer habits, making a lasting positive impact on our planet. Subscribe to Networld Media Group's YouTube channel to keep up with the latest Automation and Self-Service podcasts.
July 16, 202523 min
Automated access: Anora Morton, JD on self-service, community impact
On the latest episode of The Automation and Self Service Podcast, I had a fascinating conversation with Anora Morton, JD, about topics that resonate strongly with groundbreaking initiatives like The Nori Project. It recently launched its innovative Japanese-style vending machines in Louisville, Kentucky. These aren't just typical vending units; they're designed to offer hot and cold, chef-crafted meals, significantly improving access to healthy and affordable food, especially in underserved areas. Morton provided insightful perspectives on how automated services are evolving to not only enhance convenience but also to create substantial community impact. This aligns perfectly with The Nori Project's mission to address food deserts in West Louisville. Our discussion explored everything from the practical efficiency of these machines, providing delicious meals in under a minute for less than $15, to the broader implications of such technology for future expansion beyond local communities. If you're interested in how technology is driving positive change and reshaping access to essential services, then this conversation with Morton is a must-listen. We chat about the future of self-service and automation, examining how forward-thinking ventures like The Nori Project are making a tangible difference. It's an engaging episode that highlights the powerful intersection of innovation and community well-being. Click the link above to listen to the podcast in its entirety, and don't forget to subscribe to the Networld Media Group podcast channel for more great self-service conversations.
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