最佳Agile Brand™播客 (2024)

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#602: Breaking down language barriers in customer service with Mike Clifton and Max Schwendner, Alorica 37:06

2d ago37:06

37:06

How many times have you felt misunderstood by customer service? Imagine if your brand could solve every communication barrier, regardless of language, in real-time. Could that transform your customer experience? Welcome to today’s episode, where we’re discussing how to break down language barriers in customer service with Mike Clifton, and Max Schw…

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#601: Improving the Customer Experience in a Feedback Recession with Isabelle Zdatny, Qualtrics 28:04

4d ago28:04

28:04

What if your customers are staying silent after a bad experience - or even a good one for that matter? If you’re waiting for feedback to drive improvement, the silence might already be costing you more than you think. Today we’re exploring the future of customer feedback with Isabelle Zdatny, Head of Thought Leadership at the XM Institute at Qualtr…

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#600: AI Agents in Marketing with Raj Rikhy, Microsoft 33:19

6d ago33:19

33:19

Welcome to today’s episode where going to talk about AI agents as well as the intersection of artificial intelligence and marketing with Raj Rikhy, Principal Product Manager at Microsoft. We’ll explore the functionalities and strategic uses of AI agents and how marketers can leverage them to enhance their initiatives. About Raj Rikhy As a Principal…

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#599: Increasing AI literacy to improve outcomes with Jason Lapp, Beautiful.ai 37:55

9d ago37:55

37:55

Are your employees afraid that AI will take their jobs, or maybe not even something as extreme as that but still uknown? As AI transforms the workplace, understanding how to make your teams feel more comfortable with these tools might be the key to your organization’s success. Today we’re exploring how AI literacy can transform the workplace with J…

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#598: Keeping up with consumer payment preferences with Will Mavromichalis at Kount 27:28

11d ago27:28

27:28

Are you keeping up with the changing payment preferences of your customers? From Buy Now, Pay Later (BNPL) to digital wallets, if your payment strategy isn’t evolving, you might be missing out on where your customers want to be. Welcome to today’s episode, where we’re exploring the rapidly changing landscape of online payments with Will Mavromichal…

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#597: Engaging with Gen Z on retail with Teddy Solomon, Fizz 24:41

13d ago24:41

24:41

Are you prepared for the next wave of retail disruption? The rules of commerce are being rewritten as you’re listening to this show even, and if you’re still relying on traditional platforms, you may be missing out on what’s next. Today we’re exploring the future of retail with Teddy Solomon, Co-Founder and COO of Fizz. We’ll dive into the shifting…

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#596: The impact of AI on marketing and consumer expectations with Melissa Waters, CMO at Upwork 43:22

16d ago43:22

43:22

Today, we’re going to talk about the evolution of consumer technology and the impact of AI on marketing with Melissa Waters, Chief Marketing Officer at Upwork. Melissa has been instrumental in some of the most significant industry shifts, from digital music at Pandora to ridesharing at Lyft and more. Today, she'll share her insights on the intersec…

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#595 State of the marketing jobs market with Sue Keith, Landrum Talent Solutions 29:51

18d ago29:51

29:51

In this special episode, brought to you by Landrum Talent Solutions, a national recruiting firm specializing in marketing and HR positions, we’re going to talk about a few things today, including the state of the job market and how elections, the economy, and AI are affecting the plans that hiring managers and job seekers are making for 2025. RESOU…

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#594: Designing for infinite moments of truth with Stratton Cherouny, The Office of Experience 30:43

20d ago30:43

30:43

How can a single “moment of truth” with your brand exist when customers are unique, their experiences personalized, and the world continually changing? What if the success of your brand depends not on a single moment, but on an unlimited number of moments you might not even be aware of? This episode is brought to you by The Office of Experience, a …

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#593: Integrating AI into enterprise marketing operations with Adam Brotman, Forum3 38:18

23d ago38:18

38:18

AI itself isn’t a goal. In the enterprise, marketers that effectively integrate artificial intelligence into their operations in meaningful ways will start to see the tangible returns that leaders in the space are already realizing. Today we’re going to talk about the reality of AI adoption in the enterprise, and how marketers should be thinking ab…

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#592: Sending the right message at the right time with John Kim, SendBird 40:23

25d ago40:23

40:23

Communicating with your customers is a good thing, right? Well, what about when some of your outbound communications end up repelling customers rather than attracting them? Today we’re going to discuss advanced customer interaction strategies with John Kim, Co-Founder & CEO of Sendbird. We’ll dive into the effectiveness of in-app messaging, the ris…

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#591: Building an accessible digital experience with Jennifer Griffin Smith, Acquia 28:24

27d ago28:24

28:24

This past May, Acquia released its 2024 Survey Report: Consumer Perspectives on Digital Accessibility, which found several common accessibility challenges with digital platforms, including an inaccessible web layout, video or audio content without transcriptions and more. Today we’re going to talk about what it means to provide a truly accessible d…

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#590: AI in marketing highly regulated sectors with Nauman Hafiz, Constellation 35:35

1M ago35:35

35:35

With 40% of marketers experiencing more responsibility in the workplace according to a recent MarketingWeek survey, it is clear that marketing teams are being asked to do more with the same or less time and resources. Today we’re going to talk about the role of AI in transforming marketing in regulated sectors with Nauman Hafiz, Chief Technology Of…

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#589: Product-led Growth and AI with Sonal Mane, Databricks 36:30

1M ago36:30

36:30

Today we’re going to talk about the innovative use of AI in driving product-led growth with Sonal Mane, Senior Director of Digital Customer Experience and Growth at Databricks. RESOURCES Databricks website: https://www.databricks.com Wix Studio is the ultimate web platform for creative, fast-paced teams at agencies and enterprises—with smart design…

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#588: Powering up your knowledgebase for better CX with Sophie Wyne, Ariglad 30:31

1M ago30:31

30:31

You probably feel like you know your customers pretty well, but you can’t know everything, and there always seems to be a new question that you or your team are unprepared to answer or respond to. How do you identify those gaps before you get a tough question from your customer? Today we’re going to talk about the transformative power of knowledgeb…

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#587: Aligning product and marketing in the C-suite and beyond with Tifenn Dano Kwan, Amplitude 36:18

1M ago36:18

36:18

When product and marketing are more aligned in an organization, there can be some amazing outcomes, including when CMOs and Chief Product Officers are more in line. It also helps when CMOs are able to establish and maintain trust both within the C-Suite as well as across the organization. Today we’re going to explore both of these and more and look…

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#586: Winning E-commerce By Boosting Efficiency with Tobias Sjölin, Boozt 26:04

1M ago26:04

26:04

It’s not every day I get to see 1,000 robots all in one place, so today is special in a few ways. First of all, I’m here in Ängelholm, Sweden at the Boozt Fulfillment Center, and am about to take a tour of their facility - robots and all - in a few minutes. But before that, we’re going to talk about creating amazing efficiencies while also deliveri…

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#585: Inventory management to the rescure with Riikka Söderlund, Katana 25:11

1M ago25:11

25:11

Today we’re going to look at the impact of social media on product demand and inventory management with Riikka Söderlund, COO at Katana. We’ll explore the double-edged sword of viral products and how sophisticated inventory management can serve as a crisis management tool. Riikka Söderlund is the chief marketing officer at Katana Technologies, wher…

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#584: The power of data and AI in the enterprise with Krishnan Venkata, LatentView Analytics 26:18

1M ago26:18

26:18

Today we're talking about the power of data and AI in the enterprise with Krishnan Venkata, Chief Client Officer at LatentView Analytics. We’ll explore how data can drive meaningful business change, demystify the applications of generative AI, and discuss strategies for successful adoption of data initiatives. With over 20 years of experience in th…

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#583: Redefining success and failure with Jesse Tayler, Founder of TruAnon 39:43

2M ago39:43

39:43

Success - like perfection - is subjective, and often depends on who you ask, when you ask, and the metrics you use. Today we’re going to talk about the definition of success—and failure—as well as how to look at what you are currently doing with a new context. We’ll also talk about Jesse’s latest venture and the challenges of digital identify. To h…

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#582: Cookieless advertising in a first-party data world with Eric Wheeler, 33Across 28:40

2M ago28:40

28:40

Just because Google’s deprecation of third-party cookies is indefinitely delayed, doesn’t mean that brands should throw their first-party data strategies out the window. Today we’re going to talk about cookieless advertising and how advertisers can thrive with a first-party data approach. To help me discuss this topic, I’d like to welcome Eric Whee…

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#581 The impact of bots on the customer experience with Nanhi Singh, Thales 30:56

2M ago30:56

30:56

As bot activity is impacting consumer trends, it is important for brands to be agile with technology. Welcome to today’s episode where we’re diving into the challenges and opportunities presented by the rise of bot activity in several key industries with Nanhi Singh, Chief Customer Officer & GM Application Security, Imperva a Thales company. We’ll …

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#580: On-demand production and product data for better customer experiences with Leonard Marano, Lectra 26:20

2M ago26:20

26:20

Today, we’re exploring the transformational power of on-demand production and real-time data in a few different industries with Leonard Marano, President, Americas at Lectra. We’ll discuss how these technologies are revolutionizing the fashion, automotive, and furniture sectors by enabling brands to respond rapidly to consumer demands. RESOURCES Le…

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#579: Creating forever customers with Michael Mallett, Medallia 44:28

2M ago44:28

44:28

Today we’re going to talk about the art of creating forever customers with Michael Mallett, Vice President, Product - CX Solutions Strategy at Medallia. We’ll explore strategies for enhancing customer visibility, prioritizing impactful improvements, and fostering continuous improvement within organizations. I’m also excited about the upcoming CX Da…

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#578: The future of shoppable TV with Peter Hamilton, Roku 33:04

2M ago33:04

33:04

Today we’re going to talk about how brands can use streaming and shoppable TV to engage and build valuable customer relationships. While Roku is mostly known as the most popular streaming platform in the US, Canada, and Mexico reaching over 83 million households, it’s also a strategic advertising destination for some of the biggest brands from Disn…

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#577: Optimizing the patient experience with Tracey Schroeder, Inova Health System 30:20

2M ago30:20

30:20

Today we’re exploring the dynamic intersection of healthcare, privacy, and patient experience with Tracey Schroeder, Chief Communications & External Affairs Officer at Inova Health System. Tracey brings a unique perspective from her transition from the hospitality industry with a role as Vice President and Global Head of Consumer PR at Marriott Int…

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#576: AI and Human Creativity in Marketing with Diana Lee, Constellation 34:30

2M ago34:30

34:30

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#575: Telling authentic branded stories with Sophie Harris, GoDaddy 27:53

2M ago27:53

27:53

GoDaddy’s “Made in America” series has just debuted its fifth season, which captures the real, unscripted stories of small business owners as they unfolded in real time. Today we’re going to talk about capturing and sharing unpredictable stories to create authentic brand messaging. To help me discuss this topic, I’d like to welcome Sophie Harris, S…

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#574: Building enterprise-grade Gen AI applications with Sumeet Agrawal, Informatica 33:02

2M ago33:02

33:02

It’s hard to escape talk of AI these days, but not all AI is the same, and not all of it is safe for large organizations to use. Today we're diving into the evolving world of generative AI for the enterprise with Sumeet Agrawal, VP of Product Management at Informatica. We’ll discuss strategies and considerations for building robust, enterprise-grad…

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#573: The Relationship Between Marketing and Communications with Nikki Festa O'Brien, Greenough Communications 27:36

2M ago27:36

27:36

Welcome to today’s episode where we're going to talk about advanced strategies in branding and communications with Nikki Festa O'Brien, CEO of Greenough Communications. We’re going to explore how brands can articulate their stories more effectively, manage financial communications, and about the critical relationship between marketing and communica…

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#572: Online marketplace advertising with Regina Ye, Topsort 29:36

2M ago29:36

29:36

Welcome to today’s episode, we are discussing online marketplace advertising with Regina Ye, Co-Founder & CEO of Topsort. We’ll explore the challenges and strategies for running effective ad campaigns, the shift towards first-party data, and methods for improving ad spend efficiency. Regina, is a Gen-Z entrepreneur and former small vendor. In colle…

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#571: Unlock Expert Mode: Getting to a B2B E-commerce Strategy with The Office of Experience and Znode 39:40

2M ago39:40

39:40

B2B e-commerce offers great opportunities to manufacturers and distributors, but creating an industry-specific strategy, and finding the right partners and platforms to implement it can make all the difference. This episode is brought to you by The Office of Experience, a design-driven, digital-first, vertically integrated and collaborative agency …

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#570: Unleashing the Power of Composable Customer Data Platforms with Kyle Martinowich, GrowthLoop 29:29

3M ago29:29

29:29

You’ve likely heard us talk about composable approaches a bit on this show. Today, we’re going to explore what it looks like to take a composable approach with a customer data platform with Kyle Martinowich, Senior Partnership Lead at GrowthLoop. He’s going to share insights on the power of composable Customer Data Platforms and how they are reshap…

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#569: Building a brand that customers can't get enough of with Jon Davids 27:00

3M ago27:00

27:00

Welcome to today’s episode where we explore the magic of branding with Jon Davids, author of "Marketing Superpowers: Build a brand so good that getting customers feels like magic" and branding expert. Jon’s book promises methods to transform marketing into a natural by-product of a beloved brand. We’ll dive into his strategies and frameworks that t…

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#568: Digital signage and brand strategy with Misty Chalk, BrightSign 29:47

3M ago29:47

29:47

Welcome to today’s episode, where we’re diving into the dynamic world of digital signage with Misty Chalk, Vice President of Sales, Americas at BrightSign. We’ll explore how digital signage is transforming brand strategies and customer experiences across various industries. RESOURCES Register for the Medallia CX Day webinar: Building Loyalty: How T…

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#567: Engaging e-commerce customers with Daniela Jurado, VTEX 28:29

3M ago28:29

28:29

Welcome to today’s episode where we're going to look at the strategies behind enhancing customer e-commerce engagement while streamlining business operations with Dani Jurado, Executive Vice President of North America at VTEX, a digital commerce platform. About Dani Jurado Daniela Jurado is currently VTEX’s Executive Vice President of North America…

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#566: The future of financial services CX with Chris O'Brien, M&T Bank 33:01

3M ago33:01

33:01

Welcome to today's episode where we're diving into the future of financial services marketing with Chris O'Brien, SVP, Senior Product Owner at M&T Bank. We’ll explore the strategic use of first-party data, the integration of omnichannel customer experiences, and the modernization of marketing technology. About Chris O'Brien As SVP, Senior Product O…

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#565: Why journey management matters, with Eytan Hattem, Cemantica 36:44

3M ago36:44

36:44

Journey mapping, management, and orchestration. They’re all just different names for the same thing, right? Well not quite. Even though they are all aimed at creating a more valuable customer experience, they all play unique roles. Today we’re exploring customer journey management with Eytan Hattem, CEO and Co-Founder of Cemantica. We'll delve into…

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#564: The cookiepocalypse that didn't happen with Jaysen Gillespie, RTB House 27:39

3M ago27:39

27:39

We are here at eTail Boston and hearing about all things e-commerce and retail. Today we’re going to talk about the cookiepocalypse that never happened, and what Google’s decision not to deprecate third-party cookies means for all those marketers preparing their first-party data strategies, as well as all those consumers out there that still like t…

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#563: Harnessing technology for good with Larry Weber, Racepoint Global 29:59

3M ago29:59

29:59

Today we’re going to talk about using technology for good in a new age of reason, driven by data, artificial intelligence, and people utilizing these tools for the right reasons. To help me discuss this topic, I’d like to welcome Larry Weber, Founder & Chairman of Racepoint Global and author of the new book A New Age of Reason: Harnessing the Power…

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#562: Empowering the Next Generation of Women in Technology with Cerys Goodall, Vetster 35:50

3M ago35:50

35:50

Welcome to today’s episode where we delve into leadership and empowerment in the tech industry with Cerys Goodall, Chief Operations Officer at Vetster, the world's fastest-growing pet telehealth platform. We'll discuss her strategies for fostering female leadership and building resilient, scalable operations. Cerys Goodall, Chief Operating Officer …

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#561: The speed of customer data (and why it matters) with Justin DeBrabant, Chief Product Officer, ActionIQ 35:43

3M ago35:43

35:43

The speed at which your customer data moves is critical to your success in shaping the customer experience, and the interoperability between your CDP and your other critical martech systems can make the difference between a good and great experience. Today, we’re diving deep into the fast-evolving world of first-party data and customer data platfor…

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#560: Driving business value with data with Steve Fiore, Teradata 27:31

3M ago27:31

27:31

When data plays a vital role in the enterprise, effectively using analytics to drive business value is crucial. Today, we're joined by Steve Fiore, Senior Director of Customer Experience at Teradata, who will share insights into how analytics and AI are shaping enterprise strategies and personal productivity. RESOURCES Connect with Greg on LinkedIn…

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#559: The shift from service to sales with Josh Feast, Cogito 29:06

3M ago29:06

29:06

Today, we're excited to delve into the evolving landscape of customer service and sales with Josh Feast, CEO and Co-Founder of Cogito. We’ll explore how AI is reshaping the roles of customer service agents and enhancing business strategies. RESOURCES Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstrom Don't miss the Mid-Atlanti…

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#558: When SMS delivers real results with John Wright, TrueDialog 30:19

3M ago30:19

30:19

With a 98% open rate—that’s right, 98%—SMS marketing can be incredibly effective, but deliverability is key, and AI can help here. Today we’re going to explore the transformative role of AI in SMS marketing strategies. Joining us is John Wright, CEO of TrueDialog, to discuss how AI-driven tools are enhancing SMS deliverability and overall marketing…

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#557: AI and First-Party Data in Print with Stefanie Cortes, RRD 19:18

4M ago19:18

19:18

In a world seemingly dominated by digital media—at least according to digital media practitioners— print marketing continues to carve out a significant and evolving role, particularly in how it integrates with digital strategies to create compelling customer experiences. Today, we're joined by Stefanie Cortes, Director of Strategic Analysis for the…

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#556: In-play ads and the gaming experience with Shahar Sorek, Overwolf 25:24

4M ago25:24

25:24

In the gaming world, capturing the attention of hardcore gamers requires innovative approaches. One such approach that is creating waves is in-play advertising, which integrates ads seamlessly into the gameplay experience. Today, we're joined by Shahar Sorek, CMO of Overwolf, who will share insights into why PC games are becoming a goldmine for bra…

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#555: Optimizing customer retention with Baird Hall, Churnkey 28:55

4M ago28:55

28:55

As companies continue to navigate the challenges of customer churn and retention, understanding the balance between customer experience and business growth becomes crucial. Joining us today to explore these dynamics is Baird Hall, CRO of Churnkey, a company dedicated to optimizing customer retention strategies. Baird Hall CO-FOUNDER AT CHURNKEY Bai…

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#554: What marketing leaders need to know about AI with Cathy McPhillips, Marketing AI Institute 28:53

4M ago28:53

28:53

Today we’re going to talk about keeping up with AI in marketing, what leaders and companies should be doing to stay ahead, and the future role of AI in marketing teams. To help me discuss these topics, I’d like to welcome Cathy McPhillips, Chief Growth Officer, Marketing AI Institute which, among other things, produces the annual MAICON event, whic…

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#553: Automating and Optimizing E-Commerce Operations with Jorrit Steinz, ChannelEngine 27:57

4M ago27:57

27:57

When consumers can get what they want, whenever, however, and wherever they want, simplifying and optimizing e-commerce operations is key to success. Joining us today is Jorrit Steinz, Founder & CEO of ChannelEngine, who has built a platform that helps retailers manage their online sales channels more effectively. About Jorrit Steinz Active Tech En…

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