Customerland

Erin Raese is CRO at Annex Cloud and Erin "gets" loyalty.  In this episode we explore the shifting tides of brand loyalty across generations, we'll see why the loyalty game is not just about keeping customers engaged but also about staying relevant. We uncover why almost half of Gen Z and millennials abandon brands due to boredom and how influencers and gamification might be the keys to keeping them interested. Learn from industry leaders like Footlocker and Duolingo, who are successfully engaging these audiences through creative marketing and gamified experiences, while also understanding the broader loyalty trends from boomers to Gen Z.Discover how brands can captivate the elusive Gen Z demographic by leveraging innovative strategies that cater to their unique preferences. With insights from our special guest from Emarsys, we unveil the fascinating world of loyalty personas such as the "points geek," "gamer," and "socialite," offering brands a roadmap to tailor loyalty programs that genuinely resonate with young consumers.Then we dive deep into the AI revolution as we discuss its integration into everyday operations and market research. Drawing parallels to the dot-com era, we emphasize the necessity for smart AI adoption and the challenges of navigating its limitations. Hear our reflections on AI's role in enhancing productivity, its quirky failures, and the importance of customer-centricity in harnessing AI's potential. From quirky design failures to the shift from traditional search engines, explore how AI is reshaping the way we work and interact with brands. Join us as we navigate the opportunities and hurdles AI presents and uncover the secrets to aligning with companies that truly value loyalty.

In this episode of *Customerland*, host Mike Giambattista sits down with Eric Brackmann, VP of Commerce Media at Koddi, to unpack the evolving landscape of commerce media. As a leader in helping organizations monetize first-party data and enhance customer experiences, Koddi operates at the intersection of technology and strategy, enabling businesses to create meaningful connections between advertisers, suppliers, and consumers. With the rapid growth of retail media and its natural progression into commerce media, the discussion delves into the industry's complexities and opportunities. Throughout the conversation, Eric highlights key trends, including the transition from endemic to non-endemic advertisers, the integration of digital and physical ad spaces, and the need for industry-wide standardization. He also sheds light on the operational and technological advancements shaping commerce media, emphasizing Koddi's role as both a technology provider and a strategic partner. This thoughtful exchange provides a window into how businesses can navigate the challenges of this dynamic ecosystem while keeping customer experience at the forefront.

In this episode, we explore the European Union's Digital Product Passport (DPP) framework—a groundbreaking initiative designed to enhance product transparency and accelerate the transition to a circular economy. Megan Brewster, VP of Advanced Technology at Impinj, offers her expert insights into how this regulatory shift will reshape how products are labeled, tracked, and understood. Drawing comparisons to the transformative impact of GDPR, Megan highlights why businesses worldwide—especially those serving the EU market—must act now to prepare for these changes.The textiles industry faces a pivotal deadline for DPP compliance by mid-2027, marking a significant shift toward greater sustainability and accountability. Megan delves into the challenges and opportunities this framework brings, from the need for strategic planning and robust data collection to the critical role technology like RFID plays in bridging gaps between operational realities and corporate sustainability goals. With practical advice and forward-looking strategies, Megan emphasizes how aligning with the DPP can benefit businesses’ bottom lines while fostering global environmental leadership.This episode not only unpacks the regulatory requirements but also explores how businesses can leverage these changes to drive innovation, reduce waste, and build stronger consumer relationships. Whether you're in retail, supply chain management, or sustainability, this conversation is packed with actionable insights to help navigate the future of product transparency and compliance.

In this episode, we sit down with Marc-Henri Desportes, CEO of Worldline, and Richard Straver, founder of OPP, to explore the evolving role of embedded payments in platforms and marketplaces across Europe. Our discussion highlights the challenges of traditional payment systems and how their solutions streamline complex transactions—like managing multiple merchants in a single checkout process—through advanced features such as split payments and integrated escrow services.We delve into the critical aspects of secure transactions, revenue generation, and efficient KYC processes that simplify merchant onboarding. The conversation focuses on Europe’s diverse and highly regulated market, including key regions like the UK, Switzerland, and Scandinavia. While global expansion is on the horizon, our guests explain why Europe remains a strategic priority, offering unique opportunities to innovate within its rigorous regulatory landscape.Whether you're a platform operator looking to enhance payment integration or simply interested in understanding the intricacies of the marketplace ecosystem, this episode offers valuable insights into navigating and thriving in this space.

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.

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 regulated airline systems and the subsequent rise of low-cost carriers. Despite technological advances, why do these outdated systems persist, causing frequent outages and poor customer experiences?Ever wondered why airline tickets cost so much? The cost isn't just in the airfare itself but in the complex distribution systems that airlines are reluctant to abandon. We also tackle the industry's hesitation to innovate despite the clear cost savings from direct online sales. Discover how major players like Amadeus and Sabre maintain their grip on the market by absorbing emerging technologies that could otherwise disrupt their stronghold.Say goodbye to clunky travel booking systems! Paul and Shane introduce us to Journey Mentor, a revolutionary platform aiming to transform your travel experience. By connecting directly with airlines, hotels, and car rental companies, Journey Mentor promises transparency and efficiency, cutting out unnecessary intermediaries. Learn about the innovative backend designed to minimize costs while maximizing user-friendliness, and explore the pricing models that could change the future of travel booking.

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 about unifying disparate marketing functions into a cohesive, data-driven system. Mishel breaks down her unique approach to experience architecture, revealing the essential steps and insights needed to build a supportable and functional marketing technology stack.Mishel dives into the intricacies of aligning technology solutions with marketing goals, addressing common hurdles like shadow IT and technical debt. Using the Customer Data Platform (CDP) as a key example, she illustrates the importance of centralizing customer data for improved marketing insights. An experience architecture audit can reveal hidden strengths, guiding organizations toward a more integrated and sustainable tech ecosystem. Discover the value of visualizing customer journeys and the significant role of AI in enhancing marketing efforts.In the final segments, Mishel emphasizes the necessity of customization and understanding end-user needs through relatable analogies like baking a cake. She discusses the evolving landscape of marketing technology, highlighting how AI simplifies data management and audience segmentation, enabling targeted campaigns with ease. Gain practical tips on overcoming data silos, accessing data for personalized marketing, and fostering strategic partnerships through experience architecture. This episode is packed with actionable insights for marketers looking to leverage technology to its fullest potential.

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 choices amidst bustling lifestyles and evolving family dynamics. Single-parent households and dual-income families are shifting traditional meal planning, and these changes are rippling across industries, forcing a rethink in customer-centric strategies.Discover the balance between pre-planned and spontaneous purchases, where Maria sheds light on how about 50% of items end up in our carts on a whim, guided by price, quality, and convenience. Learn how personalized offers, digital coupons, and clever store shortcuts can streamline your shopping without the stress. Plus, we celebrate the collaborative triumphs, sharing insights from 84.51°'s latest research and looking ahead to future innovations. Join us for an episode brimming with revelations and practical tips to navigate the evolving food landscape.

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 costs or reducing headcount but about maximizing the value each employee brings to the table, ultimately leading to happier, more satisfied clients.Discover the revolutionary ways AI is redefining employee wellness. We delve into how AI-enhanced tools can help identify tasks ripe for automation, making it easier for employees to manage their time and improve their overall quality of life. Eric emphasizes that in the post-pandemic era, investing in employee happiness translates directly into business success. By providing advanced AI technologies, companies like Avanade are not just supporting productivity but also fostering a culture of well-being.

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 what ends up in our shopping carts. Hunter also shares how Alpha Diver’s data sheds light on emerging trends, offering a fresh look at the evolving beverage market.We’ll dive into how post-COVID shifts, like the rise of the YOLO mindset, are affecting consumer behavior, especially in the food and beverage sectors. We’ll talk about how emotional stress has boosted categories like salty snacks, quick service restaurants, and beverages, and why some brands are thriving while others fall behind. We’ll also compare current trends to pre-COVID years and examine how social media amplifies emotional responses, affecting consumer choices.Curious about why healthier carbonated drinks like Olipop and Poppy are gaining traction against giants like Coca-Cola and Pepsi? We break down the consumer behavior driving this shift, focusing on sensory and experiential value over health benefits. Despite their higher price points, these new brands are making an impact in ways traditional ones are not. We’ll also discuss the challenges these brands face in turning interest into routine purchases, the concept of "loyalty conditioning," and the growing trend of non-alcoholic beverages. Tune in for insights that could change how you view the beverage industry.

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 transformed CX measurement over the years.We also explore the power of customer referrals in driving business growth, diving into Fred Reichelt's concept of the earned growth rate. Learn about the challenges companies face, such as the disconnect between marketing and CX departments, and gain practical advice on overcoming these obstacles.Finally, we address the steps needed to foster a customer-centric culture within your organization, highlighting the role of executive support. Through real-world examples, discover how to stay ahead of evolving consumer expectations and maintain a competitive edge in today's market.