While there is much focus on the overall customer experience, the post purchase experience doesn’t always get the attention it needs—and deserves—as retailers focus heavily on customer acquisition and getting the sale, but post purchase is the key to building lifelong customer relationships. Today we’re going to talk about how to create a great post-purchase experience, what some of the key elements are, and what retailers need to be thinking about next. To help me discuss this topic, I’d...

What if one of the biggest tech giants in the world was dismantled? With the DOJ’s antitrust decision on Google just days away, are we on the brink of a seismic shift in how we access information and advertise online? Today, we’re exploring the potential breakup of Google and its implications for consumers, advertisers, and publishers with Steven Read, Chief Product Officer at adMarketplace. We’ll discuss what this historic antitrust case could mean for innovation and competition in the...

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 Schwendner, both Co-CEOs at Alorica. RESOURCES Alorica: https://www.alorica.com Wix Studio is the ultimate web platform for creative, fast-paced...

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 Qualtrics. We’ll dive into the findings from Qualtrics' 2025 Consumer Trends Report, the challenges of the “feedback recession,” and the role technology...

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 Product Manager at Microsoft, I have over six years of experience in developing and delivering innovative products that utilize Generative AI...

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 Jason Lapp, CEO of Beautiful.ai. We’ll dive into survey findings that reveal employee fears around AI and discuss strategies for dispelling those...

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 Mavromichalis, Director of Sales, Identity and Fraud at Kount, an Equifax Company. We’ll dive into the technology and generational shifts impacting payment...

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 retail habits of Gen Z, the rise of peer-to-peer marketplaces, and how Fizz is building a community-centered platform for this next generation of...

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 intersection of AI, consumer expectations, and branding. Melissa has been the driving force behind some of the most significant consumer technology...

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. RESOURCES Landrum Talent Solutions website: https://landrumtalentsolutions.com/ Wix Studio is the ultimate web platform for creative, fast-paced teams...

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 design-driven, digital-first, vertically integrated, and collaborative agency that believes in the power of ideas and the strength of people. Today...

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 about a workplace where humans and AI agents are working together. To help me discuss this topic, I’d like to welcome Adam Brotman, Co-Founder and...

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 rise of mobile engagement, and the evolving machine-to-machine economy. John S. Kim is the Co-Founder and CEO of Sendbird (YC W16), the customer...

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 digital experience and the impact it can have on your customers and your brand. To help me discuss this topic, I’d like to welcome Jennifer...

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 Officer at Constellation. We'll explore how AI is reshaping the marketing landscape, particularly in industries like Automotive, Pharma, Insurance,...

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 tools, flexible dev capabilities, full-stack business solutions, multi-site management, advanced AI and fully managed infrastructure....

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 knowledgebases in customer support with Sophie Wyne, CEO of Ariglad. We’ll discuss how a well-maintained knowledgebase can benefit both customers and...

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 at strategic leadership and growth tactics with Tifenn Dano Kwan, Chief Marketing Officer at Amplitude, a leading digital analytics...

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 delivering on an amazing customer experience in online retail. After all, why can’t you have a lower cost per transaction while raising your net promoter...

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, where she is responsible for demand generation and day-to-day marketing operations. From transforming how some of the biggest brands and companies...

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 the Technology and Knowledge Services, I am a seasoned analytics executive who leads global client services at LatentView Analytics, a leading data...

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 help me discuss this topic, I’d like to welcome Jesse Tayler, Founder of TruAnon and inventor of the App Store. Jesse Tayler built a storied...

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 Wheeler, CEO & Founder, 33Across. Eric has over 30 years of experience building innovative, high-performance digital advertising companies. He...

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 explore the implications of the 2024 Imperva Bad Bot Report and discuss strategies for staying agile amidst these changes. Nanhi Singh is...