Nerd Loyalty public
[search 0]
More
Download the App!
show episodes
 
Artwork

1
Customerland

mike giambattista

Unsubscribe
Unsubscribe
Weekly
 
Customerland is a podcast about …. Customers. How to get more of them. How to keep them. What makes them tick. We talk to the experts, the technologies and occasionally, actual people – you know, customers – to find out what they’re all about.So if you’re a CX pro, a loyalty marketer, a brand owner, an agency planner … if you’re a CRM & personalization geek, if you’re a customer service / CSAT / NPS nerd – you finally have a home.
  continue reading
 
Loading …
show series
 
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 eff…
  continue reading
 
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…
  continue reading
 
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 Cherr…
  continue reading
 
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 mean…
  continue reading
 
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 h…
  continue reading
 
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 neg…
  continue reading
 
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 immedi…
  continue reading
 
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 innovati…
  continue reading
 
What if the very systems that airlines rely on are the root cause of your travel hassles? Join us for an eye-opening conversation with Paul Sies, CEO of Journey Mentor, as we uncover the antiquated technology that still governs major airlines today. With Paul’s 37-year aviation journey, we explore the early days when he worked to dismantle regulate…
  continue reading
 
Ever wondered how to transform marketing technology into an effortless experience? Join us as Mishel Justesen, DCX Principal of Marketing Technology at Capgemini Americas, shares her groundbreaking journey from marketer to marketing technologist. Learn how her mission to create an "easy button" for marketers has revolutionized the way we think abou…
  continue reading
 
What if you could revolutionize your food habits to match your fast-paced life? This episode promises to reshape your understanding of modern food culture as we sit down with Maria Arand, the insightful Director of Customer Strategy at 84.51°. Maria reveals compelling research on how younger generations are redefining convenience in their food choi…
  continue reading
 
How can AI transform your work-life balance and boost productivity? Join us as we explore this captivating topic with Eric Miquelon, President of Avanade North America. Eric shares his firsthand experience using AI tools like Microsoft 365 Copilot to alleviate leadership fatigue and enhance employee well-being. Learn how AI isn't just about cutting…
  continue reading
 
How is consumer psychology reshaping the beverage industry? In this episode, we sit down with Hunter Thurman, CEO of Alpha-Diver, to discuss the findings of their BEV50 report. We’ll explore how psychological insights drive the success of the top 50 beverage brands in the U.S. and how factors like impulse buying and social endorsement influence wha…
  continue reading
 
Join us for an insightful conversation with Lynn Daniel, founder of the Daniel Group, as he shares his journey from the early days of marketing to becoming a leading consultant in B2B customer satisfaction. Lynn discusses the development of a feedback process that has benefited major clients like Caterpillar dealers and explains how technology has …
  continue reading
 
Can the gap between what CX professionals aim to achieve and what consumers actually experience be bridged? Join us as we unravel the complexities of customer experience in a compelling discussion with Sam Gutierrez, a senior research scientist at SurveyMonkey. Sam reveals the art and science behind creating effective surveys, ensuring data accurac…
  continue reading
 
Have you ever wondered why a simple purchase can turn into a logistical puzzle? Imagine buying five identical t-shirts only to receive them in multiple shipments from different locations. In today's episode, Mike Robinson, a self-proclaimed "accidental retailer," reveals how this seemingly minor inconvenience is a window into the complexities of mo…
  continue reading
 
In our latest episode of Customerland, Dr. Ori Faran, CEO of CallVu, dives into the vital role of agility and cost efficiency, especially for smaller companies looking to thrive in the competitive landscape. In our second segment, we get into the nitty-gritty of measuring customer experience success. Ori breaks down essential metrics like success r…
  continue reading
 
What if you could transform your business operations and customer success strategy simultaneously? Join us as we sit down with Sandeep Dube, the dynamic Chief Operations Officer and Chief Customer Success Officer at Intuit Mailchimp. Sandeep shares his unique career journey, offering insights into how a customer-centric approach transcends function…
  continue reading
 
In this episode of the Customerland Podcast, we explore the newly released SheShops Report, which sheds light on the significant influence of female consumers. We're joined by Ingrid Sierra, VP of Global Marketing at FinFare, and Mary Mathes, Director of Data Insights at Alpha Diver, who help us break down the key findings of this important study. …
  continue reading
 
Ready to explore the evolution of advertising creativity? In this episode, we sit down with Ian Baer, a seasoned ad agency executive with over 35 years of experience. Ian shares his perspectives on the transformation of the advertising industry, from its golden days to the current focus on statistical analysis and measurable performance. We discuss…
  continue reading
 
Today on our podcast, we explore the specifics of consumer expectations from loyalty programs with Jeff Zotara, Chief Marketing Officer at Arrivia. Jeff discusses key findings from Arrivia's 2024 Travel Loyalty Outlook, highlighting the stark misalignments between what businesses believe consumers want and the actual consumer priorities. We uncover…
  continue reading
 
Join Hunter Thurman, founder and CEO of Alpha Diver, as he explores the psychological factors driving our snacking habits. Hunter shares findings from the latest Snack 50 report, revealing how snacks, soft drinks, and fast food serve as tools for emotional self-regulation. Discover how Alpha Diver's PsychPulse database, with over 40,000 entries, pr…
  continue reading
 
Ever wondered how AI can completely transform the way retail and other industries operate? Join us for an eye-opening episode featuring Santiago Garcia Poveda from O9 Solutions as he reveals how their cutting-edge platform is shattering traditional, siloed models and bringing unprecedented integration and collaboration to the table. Santiago dives …
  continue reading
 
What if you could revolutionize customer service and employee productivity with cutting-edge AI technology? In this episode of Customerland, we sit down with Gopi Polavarapu, the Chief Solutions Officer at Kore AI, to unravel the transformative journey of a company that's at the forefront of conversational AI. From its inception in 2014, founded by…
  continue reading
 
Curious about the future of commerce in a world where digital and physical blend seamlessly? Join us as we explore this exciting landscape with Balaji Balasubramanian, SAP’s SVP Global Head of Commerce and Industry Cloud. Balaji shares his vision on meeting the growing consumer demand for a friction-free experience across all channels, from traditi…
  continue reading
 
Ever had a service interaction that left you genuinely frustrated? In this episode, we sit down with John Sills, a partner at The Foundation, to break down the insights from the Customer Pioneer Report on customer satisfaction in the UK. This isn't about hype—it's about the real emotional responses customers have to their experiences. Join us as we…
  continue reading
 
Join us as we sit down with David Slavick to explore the world of partnership innovation in business. In this conversation, we're not just discussing any collaborations; we're taking a closer look at the unique and imaginative partnership between Crocs and Taco Bell, as well as the philanthropic "Blind Loyalty" project led by Amanda Cromhout. We'll…
  continue reading
 
In this episode of our podcast, we sit down with Andy Hermo, the newly appointed Chief Operating Officer of iSeatz, to discuss the creative strides his company is making in digital commerce and loyalty technology. Andy highlights how iSeatz extends beyond typical travel offerings to include a variety of lifestyle rewards, enriching customer experie…
  continue reading
 
In this episode, Sarah Richter, CMO at Emarsys SAP, discusses the evolving role of AI in retail marketing. She'll explore how AI can complement the human touch in marketing, helping marketers stay crucial to brand storytelling while utilizing tools like the AI Product Finder to enhance customer engagement and retention. We'll also discuss the inter…
  continue reading
 
I recently sat down with Yaniv Zuckerman from Cust2Mate to talk about how technology is changing the way we shop. It was quite fascinating to learn about the smart shopping carts they're developing. These carts are designed to make shopping easier and more efficient for customers, and at the same time, they help retailers manage their stores better…
  continue reading
 
Join me as we dive into the digital transformation with Hader Iqbal from Thales (like "Alice"). Hader will guide us through the massive shift from traditional to digital identity documents. Picture a future where everything in your wallet has moved to the digital realm—no more SIM cards or credit cards, just apps and digital IDs. Hader is at the fo…
  continue reading
 
Ever wondered what it takes to cultivate a loyal customer base that feels more like a community? Jakub Minks, the visionary founder of TRIFFT, joins us to share his expertise on creating loyalty programs that truly resonate with customers. This episode is a treasure trove of insights for businesses navigating the sometimes murky waters between smal…
  continue reading
 
We recently got to chat with Alex Trott to explore how Kroger works its data magic. We unpacked the journey from overlooked emails to a game-changing partnership that shook up the grocery scene. Take a stroll down memory lane, from Kroger's early days with Dunnhumby to the birth of 84.51°, and see how these moves flipped the script for the grocery …
  continue reading
 
Embark on a visionary journey through the realm of Customer Experience (CX) with strategic maestros from Stone Mantle, who join us to deconstruct the need for agility in CX design. They eloquently argue against the confines of traditional tools like Net Promoter Scores and personas, proposing instead a forward-looking approach that resonates with t…
  continue reading
 
Join forces with Josh Feist, the visionary CEO and co-founder of Kajito, as we peel back the curtain on AI's role in redefining enterprise contact centers. Together, we traverse the narrative of Kajito, from its inception at MIT to its pivotal place in decoding human psychological states and empowering real-time agent guidance. Tune in and grasp ho…
  continue reading
 
In our latest episode, we delve into the important aspects of AI security, focusing on how orchestration platforms like Kindo are enhancing the way businesses use artificial intelligence. With the introduction of technologies such as Stable Diffusion and ChatGPT, AI has become more accessible, highlighting the importance of data privacy, compliance…
  continue reading
 
Explore the advancements in IoT and the importance of customer satisfaction with Danny Keough, the global head of customer success at SmartSense. He will discuss the impact of sensing as a service and how integrated systems provide businesses with actionable insights to improve customer satisfaction. Our conversation will cover the details of imple…
  continue reading
 
In this episode, we sit down with Jay Walcott from KNOWBL to discuss the company's efforts in advancing AI technology for improving customer service. We move past the era of basic chatbots to explore the development of intelligent virtual agents that aim for more natural and effective interactions with customers. Our conversation covers the evoluti…
  continue reading
 
Join us for an insightful conversation with Matt Hopkins from Board International as we discuss the evolving landscape of retail technology, particularly in inventory management and customer engagement. Retailers today are navigating through a vast amount of customer data. In our discussion with Matt, we learn how this data plays a crucial role in …
  continue reading
 
Join us for an insightful discussion with Logan Mallory from Motivosity, as we explore the impact of employee recognition on workplace dynamics. Logan shares practical approaches used at Motivosity to promote peer appreciation and authenticity, fostering a positive workplace culture. We also discuss the concept of microcultures within organizations…
  continue reading
 
Eric Carrasquilla, EVP and Division President of Customer Experience Solutions at CSG, shares insights into improving customer service. This discussion will explore how businesses can enhance customer engagement and turn challenges into opportunities for building loyalty. CSG's platform focuses on journey analytics, real-time decisioning, and digit…
  continue reading
 
Ever wondered why the pull of your favorite brand is so strong, or why some products seem to fade into oblivion while others redefine an entire industry? Join us as we unravel the mysteries of consumer loyalty and the collapse of the traditional marketing funnel. We're peeling back the layers to reveal how loyalty has evolved from a simple choice b…
  continue reading
 
In this episode, we'll be talking with Lauren Kennedy from Glean about the company's AI-powered search engine and its impact on organizational knowledge access. Lauren, who plays a key role in customer success at Glean, will give us an insider's view of this technology. We'll discuss how Glean's search engine can provide real-time answers to comple…
  continue reading
 
Explore the evolving role of human-AI collaboration in marketing with Tara DeZao, Product Marketing Director at PEGA, specializing in AdTech and MarTech. Tara discusses the intricate interplay between AI and human creativity, focusing on the AI's impact on enhancing customer experiences. The conversation delves into critical issues of trust and tra…
  continue reading
 
Discover the crucial insights on maintaining compliance in marketing communications with industry experts Clay McNaught and Michelle Tilton from Gryphon.AI, who join us to demystify the complexities of navigating current FCC regulations. Their expertise illuminates the potential legal pitfalls that businesses may face with even minor missteps in ou…
  continue reading
 
Discover the future of consumer shopping habits and strategy adaptation with Barbara Connors, Vice President Strategy and Acceleration at 84.51. As we unpack the lessons from their 2023 year in review report, you'll see the critical role of customer engagement and the significance of shifting strategies in our unpredictable economic climate. Whethe…
  continue reading
 
Ever wondered how a great employee experience could be used to build deeper connections with your brand? Or perhaps if Slack was designed to be the ultimate tool for improving employee experience? Get ready to quench your curiosity as we examine how these aspects play a crucial role in business success. Quite a stirring dialogue awaits as we explor…
  continue reading
 
Wondering how to hit the bull's eye in revenue operations? Tune in to our lively talk with Eilon Reshef, one of the masterminds behind Gong's innovative tech. Eilon peels back the curtain on the world of AI-powered data collection and analysis. We navigate the sea of insights this technology offers, eliminating the drudgery of manual data entry, an…
  continue reading
 
Ever wondered how the world of open banking is revolutionizing rewards and incentives? Join me and open banking consultant Steve Parsons, as we unravel the intersections of open banking, rewards, and the critical governance that frames it all. It's a deep exploration into the General Data Protection Regulations and Payment Services Directive 2, as …
  continue reading
 
Ever wondered what it takes to integrate two companies post-acquisition? Meet our guest, Emarsys' CEO Joanna Milliken, an experienced tech professional who has worked with giants like Hallmark, Exact Target, Salesforce, and SAP. She shares first-hand accounts about the formidable task of merging Emarsys with global behemoth, SAP. Discover the intri…
  continue reading
 
Loading …

Quick Reference Guide