Jack Myers, founder of the Myers Report and Media Village Education Foundation, takes us beyond the typical AI conversation into the profound human implications of artificial intelligence. Drawing from his book "The Tao of Leadership," Myers explores how agentic AI—autonomous systems that interpret goals, make decisions, and evolve in real-time—will fundamentally transform business operations and leadership dynamics.

"Agentic AI is fast becoming the mirror of the modern executive," Myers explains, describing how these systems will reflect leadership qualities with unprecedented transparency. Rather than replacing humans, these agents free people to focus on what they do uniquely well: creating, empathizing, imagining, and leading. But organizations must act quickly. The traditional innovation approach of methodical "bridge building" no longer works in the rapidly evolving AI landscape. Instead, Myers advocates "building portals"—immediate entry points for experiencing and learning from AI technologies directly.

Recent developments like the Modern Contextual Protocol (MCP) are accelerating this transformation, enabling AI systems to develop deeper contextual understanding. As these technologies mature, the gap between organizations embracing AI and those hesitating will widen dramatically. This creates not just operational divides but potentially new categories of "haves and have-nots" in terms of technological access and capability. Myers's advice to emerging professionals is unambiguous: avoid companies that aren't investing in AI and integrating it into workflows.

The conversation raises crucial questions about ethics, governance, and human qualities in leadership. How do we ensure AI systems incorporate empathy and ethical considerations? How must leaders evolve to balance technological capabilities with distinctly human qualities like emotional intelligence and creativity? Myers challenges us to consider these questions not as distant concerns but as immediate imperatives for anyone hoping to thrive in the AI-transformed business landscape of today and tomorrow.

Ever wondered why you abandon your shopping cart online? The answer might surprise you. According to Tarun Chandrasekhar, President and Chief Product Officer at Syndigo, "Customers don't abandon products, they abandon poor experiences." This simple yet profound insight cuts to the heart of today's commerce challenges.

The most jaw-dropping revelation from our conversation? Amazon generated more revenue from retail media and product sponsorships last year than from their entire AWS business. Let that sink in—a company whose cloud services dominate the market is making even more money from how products appear and are promoted on their platform. This seismic shift is reshaping the entire retail landscape, with Walmart and others racing to develop similar capabilities.

We dive deep into the $15 billion Product Experience Management (PXM) industry that connects the dots between multiple information layers in commerce. From supply chain to ERP systems to product data to customer experience, these previously siloed systems are now being integrated by digitally mature organizations seeking competitive advantage. For brands, success hinges on speed-to-market across multiple channels. For retailers, data accuracy prevents costly recalls and builds customer trust.

The COVID era dramatically changed the game—companies that once employed 15-20 people to manage product information now operate with teams of just four, while simultaneously juggling expanded responsibilities like managing media influencers and social platform syndication. This new reality demands smarter, more efficient systems.

As shopping behavior evolves from traditional search to AI-guided discovery, brands and retailers must adapt. The holy grail? Connecting rich product content with customer intelligence to create personalized experiences. It's a transformative time for commerce—exciting yet nerve-wracking, as Tarun describes it: "a 3D jigsaw puzzle we're building as we're free-falling from the sky."

Ready to rethink how your business approaches product data? Listen now to understand why product information has become your brand's first handshake with customers, and how getting it right might be the most important investment you make this year.

Technology adoption has historically taken longer than expected, but AI is breaking that pattern, creating business impact faster than most people realize. This fascinating conversation with Brian Gernert, CEO of Resonate, explores how predictive consumer intelligence is transforming marketing and customer experience in ways that were impossible just a few years ago.

At the core of this revolution is Resonate's ability to process 30 billion daily consumer interactions, creating detailed profiles with 15,000 attributes per individual. What makes their approach revolutionary isn't just the volume of data, but their focus on understanding why people make decisions, not just what they do. "If we can understand what motivates them, their values, their beliefs—that's really the way to connect with individuals," explains Gernert. This deep understanding allows businesses to personalize experiences at unprecedented scale, delivering messages that resonate with individual motivations rather than broad demographic categories.

The results speak for themselves. Resonate clients average 300% ROI in their first year, with some reporting 100% lift in in-store purchasing performance. Their approach to predicting customer churn demonstrates how AI is changing the game—delivering superior predictive models in 72 hours versus the months required by traditional methods. But Gernert's most valuable insight may be about how businesses should think about AI adoption. While most companies focus on efficiency and cost-cutting, the real winners will be those who leverage AI to drive revenue growth and increase market share. "Rational companies do things for three reasons: increase revenue (10x priority), decrease costs (3x priority), and reduce risk (1x priority)," he notes. Companies that embrace AI tools across their workforce aren't just becoming more efficient—they're positioning themselves to dominate their markets while competitors merely try to survive through cost-cutting. Ready to transform how you understand and connect with your customers? This conversation shows what's possible when predictive intelligence meets customer experience.

Peter van der Putten, the Director of PEGA's AI Lab sheds light on how companies can balance the interests of all stakeholders—the company, customers, and citizens. He encourages businesses to prioritize relevance over profit, emphasizing that ethics should not be seen as a constraint but rather as a method to accentuate customer experiences.

We navigate this complex topic, discussing the trade-offs between transparency and accuracy when using AI for marketing decisions. Along the way, we touch on the intricacies of generative AI and proprietary data, and the challenges that accompany their usage. We assure you, now is the time to uncover the importance of ensuring fairness and unbiased automated decisions.

Lastly, prepare to be moved by Peter's insights on the responsible and ethical use of AI in creative works. Highlighting the fundamental principles for deploying AI ethically at an enterprise level, we explore how to inject a human element into the AI process. Balancing value and responsibility is a tricky path to tread, and we discuss how companies can set up processes to scale AI usage responsibly. Join us to expand your understanding of the ethics of AI and how it's shaping the future of business.

Ever wondered how AI could revolutionize customer experience? Get ready to be enlightened by our guest, Mel Si, GoDaddy's Vice President of International Care and Services. Mel provides a fascinating look into the inner workings of GoDaddy's global network of over 5,400 customer advocates spanning 55 countries and 17 languages. We delve deep into how AI is transforming customer service, enhancing customer experiences, and reducing resolution times. The conversation explores how AI technology is opening up never-before-seen opportunities to meet and even exceed customer's expectations.

In the second part of our chat, Mel shines a light on how GoDaddy has harnessed AI to overhaul their customer service strategies. From navigating the complexities of the customer engagement ecosystem to the trials and triumphs of integrating AI-based technologies, Mel's insights are a treasure trove of useful information. We also discuss how to set the right goals, experiment effectively, and pick the most suitable AI solution for your business. If you're looking to up the ante on your customer service game and thinking about incorporating AI, then this is one episode you can't afford to miss.

Ever wondered how a company can craft a customer experience that feels not just personalized, but completely holistic too? Spoiler alert: it’s all about understanding the internal operations of an organization and fostering an ongoing dialogue between business and technology. This is the fascinating world of experience architecture in marketing technology that we'll be unpacking in our latest episode.

Mishel Justesen, DCX Principal, Marketing Technology at Capgemini, guides us through the maze of the customer journey and the technology stack, offering insights into the vital role of relationship building and politics in achieving this. And if you've ever struggled to effectively communicate the importance of experience architecture to different stakeholders, we’ll help you get your message across, harmonizing the technology, cultural, and conceptual elements involved.

Whether it’s finding the right language for effective communication within a marketing team, or exploring the potential of changing incentives as a tool, we've got you covered. Plus, we’ll reveal the correlation between a successful employee experience and an outstanding customer experience. Finally, we’ll discuss how relationship-building and ongoing dialogue between business and technology, with experience architecture as the common ground, can enhance the customer experience. Buckle up and join us on this thrilling journey through the landscape of marketing technology.

Our guest for today’s episode is Andrew Cron, who wears many hats as the Senior Vice President, Chief Scientist, and Head of 84.51 Labs. Taking us on a journey through the various aspects of his role, Andrew delves into the possibilities of innovation at Kroger and 84.51. We bring to light fascinating discussion points such as retail media networks, last-mile analytics, and even the exciting potential of using video screens to analyze customer sentiment.

We then steer our conversation toward the future of technology in the retail sector. Imagine a world where new technologies and data science transform the retail experience, from dramatically improved customer service to streamlined supply chain operations. Andrew paints a compelling picture of the exciting promise of edge intelligence, collecting and processing data in real time to inform decisions. This episode is a treasure trove of insights into innovation, collaboration and the importance of finding the right partners to push boundaries and make incredible things happen.

Nitin Badjatia is the Senior Vice President of SAP CX Solution Management. In this conversation, Nitin brilliantly walks us through the delicate balance between surveillance technology, access, and individual rights with a compelling business model - Trader Joe's. This profitable brand has managed to thrive without advertising or loyalty programs, by simply talking to customers and understanding their needs. 

But that's not all, as our conversation with Nitin takes a deeper dive into the role of AI in contemporary organizations. We bring Peter Drucker's 1959 ideas on knowledge workers and Taylorism back to life, examining how they hold relevance today. Discover how the right data can steer you towards the right outcomes, and how AI is forging better relationships by providing understanding at the point of need. Get a peek into how AI is revolutionizing customer service, by accurately categorizing inbound cases and severity levels. Strap on your seat belts for an enriching discussion on how AI is supplementing human decision-making and what it means for the workforce of today.

Imagine cracking open the secret behind Gen Z's snacking habits. That's exactly what we're doing today with Mary Mathes from Alpha Diver. She's here to illuminate us on the four key decision-making factors behind Gen Z's snack choices - function, experience, conformity, and impulse. She elaborates on how these lenses not just mold Gen Z's snacking behavior but also have extensive implications outside of the consumer packaged goods sector. We delve into the fascinating science behind these choices and derive insights on how brands can enhance their engagement strategies with customers.

Ever wondered how the General Population compares to Gen Z when it comes to snacking preferences? We've got that covered too. We survey the landscape of 12 snack categories and 50 brands to understand the differing palates. A surprising revelation is the gravitational pull of both cohorts towards snacks requiring more effort to chew. As we unpack this, we also explore the physiological calming benefit associated with the act of chewing. Uncover if Gen Z is more prone to impulse purchases than other generations and how brands can leverage this. The conversation doesn't stop there. We take a deep dive into the role context plays in our snacking decisions, particularly in scenarios like an airport store. Get ready to absorb, engage and snack on this unique learning experience!

Welcome to the world of loyalty marketing, where data drives decisions and personalization is key. In this episode, we're diving into loyalty programs with Tim Mason, CEO of Eagle Eye and the mastermind behind Tesco's Club Card—a loyalty program that set a new standard in retail.

Tim's insights from his journey with Tesco Club Card and the 2nd edition of his seminal book, "Omni Channel Retail," provide a deep dive into the evolving landscape of marketing. We'll explore how loyalty strategies have evolved and the growing role of personalization in effective marketing. Our conversation also touches on the impact of AI in reshaping the retail industry, creating tailored experiences for customers.

Looking ahead, we consider the future of retail and marketing. We highlight the importance for businesses to not only predict trends but also embrace new approaches to foster loyalty among customers and employees. We'll also discuss a timeless business principle that's particularly relevant in today's competitive markets.

Get ready for an insightful discussion on the future of loyalty marketing, packed with practical insights to enhance your marketing strategies. Tune in and join us on this informative journey.

Passion is a funny thing. It drives us to do the most incredible, and sometimes, the most challenging things. Join us as Nick Leighton recounts a captivating episode of his work with the United Nations World Food Program, and how he creatively pushed for an increase in donations. We venture into some thought-provoking discussions on finding not just profit, but happiness in every business journey. 

As we navigate the ever-changing business landscape, we chat about the role of outsourcing and how AI is transforming processes to boost operational efficiency. We ease into discussions about fears surrounding job loss due to outsourcing, and how AI can be a game-changer for productivity. Don't miss out on our exploration of the benefits of inter-generational communication in the workplace and how trust can be fostered through effective coaching. 

Our guest today, Derek Slager, Co-founder and CTO at Amperity - drops anchor to share his insights on the demise of third-party cookies, a change as monumental as the sinking of the Titanic. Armed with his insider perspectives, we'll navigate the murky depths of customer experience, loyalty marketing, and brand ownership, unpacking the opportunities that lurk beneath the surface of this complex issue.

Venturing further into our journey, we cast a spotlight on the role and value of Customer Data Platforms (CDPs) across different industries. As the winds of privacy and regulation blow stronger, we examine how CDPs provide a beacon of light, offering brands a unified view of their customer. From specialist CDPs to those serving as marketing automation tools, our co-founder guest presents a captivating map of this intricate landscape, revealing how Amperity is charting their own course with robust plug-and-play solutions. 

We plunge into the mystical depths of generative AI, uncovering how this technological marvel is breathing life into personalization efforts and stimulating a revival of classic machine learning techniques. Yet, every silver lining has its cloud. We pause to question the possible pitfalls of this technology, exploring the true value of generative AI and the importance of getting the data right. As we near the end of our journey, we anchor on the shores of creativity and its impact on future business success. So hoist the mainsail, dear listeners, this episode is set to be a thrilling expedition of insightful discussions and groundbreaking ideas.

Ingrid and Mike sit down (virtually) with Gaelle Comte of the Cannes Lion Festival to discover how the Lions Awards have evolved into a standard of creativity, championing diversity with innovative initiatives and tapping into the potential of AI. In this episode, we reminisce about the 2021 Cannes Lions International Festival of Creativity, marvelling at the diversity initiatives that made it an inclusive event, and recognizing the empowerment it brought to female leaders through programs like 'We See It Be It'.

Join us as we dive into the fascinating multidisciplinary approach of the Lions Awards. Reflecting on how the festival has grown, we bring you insights on the new subscription platform, intelligence platform, and other groundbreaking initiatives. We also take you on a tour through the vibrant landscape of the Lions Awards, uncovering industry trends, brand insights, and the treasure trove of winning work. From reminiscing about the French TV program Culture Pub to examining the impact of the Internet on the advertising industry, we have it all covered!

We also examine the rise of AI in creativity and its potential to generate challenging ideas at scale. We underline the significance of user need in the expansion of the Lions Awards and how it has become a benchmark of creativity. "We believe representation and diversity in the creative industry can play a critical role in winning awards and commend the efforts being made to ensure that jury members and other people on stage represent our diverse society." Tune in for a thought-provoking, insightful, and entertaining episode!

The relationship between artificial intelligence and human emotional intelligence isn't just fascinating - it's reshaping how global enterprises deliver customer experiences. In this revealing conversation with TP USA CEO Mike Lytle, we explore how the world's largest customer experience provider is thriving in the age of AI by finding the perfect balance between technological advancement and human connection.

Mike shares TP USA's remarkable evolution from traditional call center origins to a diversified business where specialized services like trust and safety, health advocacy, and visa processing now represent half of their operations. With nearly 500,000 employees serving clients across 170 markets in 300 languages, their global perspective offers unique insights into what's working at the intersection of AI and CX.

What sets TP USA apart is their philosophy of being "powered by emotional intelligence, enabled by artificial intelligence." As Mike explains, developing emotional intelligence at scale requires sophisticated approaches like their TP Interact tool, which analyzes customer-agent sentiment and provides targeted coaching opportunities. This focus on human capabilities becomes increasingly important as AI handles routine interactions and agents tackle more complex, emotionally charged situations.

The conversation offers practical wisdom about implementing AI successfully: start with specific use cases rather than company-wide transformations, recognize that AI implementation requires robust data governance, and build momentum through early wins. Mike reveals that over 700 TP USA clients have implemented at least one AI solution, with some achieving 80% digital containment rates and 20-30% efficiency gains.

Perhaps most valuable are the insights into how AI is transforming agent enablement through simulation training, generative AI knowledge management, and emerging agentic solutions that can execute complex multi-system processes. These innovations directly address the challenge that most agent turnover happens in the first 90 days when employees don't feel adequately prepared.

For CX leaders navigating the AI revolution, this conversation offers both strategic guidance and tactical examples of how human-AI collaboration can create better experiences for customers and employees alike. The evidence? TP USA's strong financial performance despite predictions that AI would make traditional customer operations obsolete.

Are you ready to elevate your CX game? Dive into the intriguing case of Compassion International and discover how emotions have emerged as the most accurate predictor of loyalty. We'll challenge the status quo, discussing why simply eliminating negative experiences might not be enough to foster positive relationships. Embrace the significance of 'emotional wow' and learn how it trumps mere efficiency. Hear from Jim Tincher, CEO at Heart of the Customer, as he passionately expounds on the key role of emotions in service recovery and loyalty. Lastly, don't miss out on the golden opportunity to join a vibrant cohort of 11 other CX professionals to brainstorm and strategize. And remember, we have discount codes for Jim's conference, just waiting to be claimed!

Ready to unlock the power of values in marketing? Join us on this enlightening journey with our guest, David Allison, founder and CEO of Valuegraphics. David passionately shares how his company uses data to comprehend the values of potential consumers, helping businesses create effective and standout campaigns. He reveals how understanding these values can help marketers create campaigns that resonate with their target audiences. But that's not all; this data can help companies identify their unique selling propositions and set themselves apart from the competition.

You can check out David's latest book, "The Death of Demographics" here.

Ever wondered how your values drive your decisions? We'll explore this intriguing phenomenon, taking a deep-dive into the mysteries of the brain. We examine the role of the insula - a part of the prefrontal cortex - in filtering information based on our values. How do emotions influence decision-making? We answer this and more, discussing why converting values into data is crucial. Trust us; this understanding can be a game-changer for marketers in our KPI-driven world.

Lastly, we're going to dissect the role of values in fostering a sense of belonging. We discuss insights from Google XI, sharing how event planners can create more inclusive and engaging gatherings. We introduce the Valuegraphics Belonging Index, a groundbreaking tool that maps what belonging means to different groups. It's an invaluable resource for tailoring experiences to resonate with specific audiences. Join us for this riveting episode unraveling the fascinating intersection of values, decision-making, and marketing!

Super enlightening discourse with Laura Wronski, the director of Research at SurveyMonkey - we dissect the State of CX report and the AI and the Customer Experience report. These reports are not just pages of data but they hold within them intriguing disparities between what CX and digital marketing professionals expect AI to contribute positively to customer service, and what customers actually expect. Laura also lifts the curtain on how the SurveyMonkey team is harnessing their platform to garner valuable insights that guide their decisions.

It's no secret that customer expectations are skyrocketing but are the brands able to match up to them? As we move along, we dig deeper into this widening chasm between customer anticipations and brand deliverables. Borrowing insights from Laura, we put forth the concept of customer expectation audits - a strategic tool to bridge this gap and build an emotional connection with customers. We also attempt to unravel the potential of AI in customizing customer experience. 

The final segment of our discussion brings into focus the stark differences in customer experiences when dealing with AI versus human customer service agents. Can you guess who was more likely to promote a brand? Hint: It's not the AI. Yet, we also discover the areas where customers are more likely to lean towards AI - like getting personalized deals or understanding a product or feature. The debate of AI vs Humans in customer service is far from over, and this episode makes some compelling revelations. Tune in and join the conversation.

Ever wondered how a company can successfully penetrate the US market after a successful run in Asia? We've got Sameer Garde, the illustrious CEO of Capillary, a company that's revolutionizing the loyalty space, here to answer that question and much more. Capillary's innovative approach to customer loyalty has seen the company grow exponentially, with their groundbreaking acquisitions playing a significant role in their expansion strategy.

In our enlightening discourse, Sameer discusses Capillary's unique consulting design strategy and the importance of building a compelling financial business case for loyalty programs. He also sheds light on Capillary’s recent acquisitions of Brierley and Connect, two companies that have significantly boosted Capillary's capabilities. The conversation also uncovers the company's foray into Europe and its burgeoning presence in the banking and telecom industries through the acquisition of Connect. Join us as Sameer imparts his wisdom on growth strategies, customer loyalty, and the future of Capillary. This episode offers a rare peek behind the curtain of Capillary's impressive growth journey.

What if you could understand the key to customer loyalty, employee retention, and an impressive customer experience? We unearth these insights with Ginger Conlon and Claire Beatty from Genesis in our enlightening conversation about the 2023 State of CX Report.

Our journey navigates through the current landscape of customer experience, exploring the intriguing statistic that only 43% of customers feel highly valued post-interaction, leading us to question the role of relevance in this sphere. We dissect what constitutes a poor customer experience, and the alarming speed at which customers switch businesses after a negative encounter. The chat takes a turn into the digital world as we scrutinize the current state of digital transformation, with companies transitioning towards an omni-channel experience.

As we delve deeper, we tackle the widening chasm between customer expectations and what businesses can provide. The complexity of crafting a personalized digital experience without sacrificing empathy becomes glaringly evident. Furthermore, we unravel the people paradox - the dilemma of employee retention despite a strong focus on recruitment. 

Ready to unravel the complexities of cloud migration? Guaranteeing a deep dive into the blended world of on-premise solutions and cloud technology, today’s discussion will leave you informed and prepared to make effective decisions about your organization's data solutions. Teaming up with our partners from telephony providers, we'll enlighten you about the possibility and practicality of maintaining your on-premise telephony whilst utilizing cloud applications. It’s not about forcing the transition, but working around what you have.

In the second half of our discourse, we introduce 'open C-Cas' - an innovative approach that puts you in control. This 'bring your own technology' method allows us to work around your existing and perhaps, immovable state. It’s about adaptability and flexibility, the freedom to use the cloud for certain applications while keeping some things on-premise. If you're wrestling with the decision of cloud migration, this episode will equip you with a balanced perspective, helping you make educated decisions about the future of your data solutions.

Get set to unravel the mysteries of AI as we enter the world of machine learning with our esteemed guest, a leading engineer from Relex. Promising to enlighten us, they will shed light on how their innovative AI platform is revolutionizing the customer experience and business operations. Discover how AI is not just a buzzword but a powerful tool that's enhancing productivity, intelligence, and our quality of life. And for those who fear the 'black box' of AI, don't fret. We'll discuss why transparency in AI is not just desirable, but essential. 

As we pull back the curtain on AI, we probe into trust and bias issues, which are gaining increasing significance in the AI and ML landscape. Our expert guest, Emmanuel Raj from Relex, takes us through the process of ensuring that AI systems are fair, trustworthy, and free from bias, emphasizing the need for human-machine collaboration and understanding the reasoning behind model decisions. We also delve into the candid conversations with clients about the trust and transparency issues that AI presents. And as we wrap up our enlightening discussion, we highlight the role of tools like Chat GPT in fostering education and trust in AI systems. So, sit back and gear up for a journey into the captivating intersection of AI, trust, and education.

Have you ever pondered how a seemingly insignificant experience can completely transform your perspective? That's the journey we embark on today with John Sills, a customer experience consultant who has seen it all. John shares his rich career journey with us, discussing everything from customer-led success to the importance of customer immersion and engagement. 

Imagine walking into a shop in Islington, London. This isn't just any shop - it's John's family's shop. His mantra, "make your casual custom permanent," still echoes through these walls, carrying stories of past customers and their experiences. While we dig into the current state of customer experience, John prompts us to think about its future. We ponder on the role of AI in enhancing customer interactions and the risk of losing sight of our customers in this rapidly evolving, product-led era.

We also have a frank conversation about the importance of empowering employees to create excellent customer experiences. Using the story of a friend's unpleasant burger joint experience, John paints a vivid picture of how failing to empower employees can drastically impact customer experience. This episode will challenge you to reflect on your own experiences as both a customer and a provider. It will prompt you to think about how you can evolve to better meet your customers' needs, all while preserving the human touch that makes experiences memorable. Join us and let's redefine customer experience together.

Can sustainable customer loyalty truly exist in the airline industry? Join us for a captivating conversation with a true innovator in the world of loyalty and sustainability. Our guest shares their awe-inspiring journey from British Airways, Ernst & Young, and Jet2.com to breaking new ground with Emirates, FlyB, and the Green Aviation Summit. Discover how the airline industry grapples with the oxymoronic concept of sustainable loyalty and the impact of corporate travel policy on the intention-behavior gap for business travelers.

Navigating the challenges of encouraging sustainable air travel is no easy feat. We dive deep into the complexities of motivating loyalty scheme members to offset their carbon emissions and explore the factors at play, such as transparency, trust, climate knowledge, and the effects of Covid on travel behavior. Learn how the corporate travel market and airline associations have differing perspectives on travel and the crucial role that effective communication plays in helping consumers understand the implications of their choices.

As we journey through the fascinating intersection of sustainability communication and change management, we examine the impacts that lead certification has on property sales and leasing, as well as the ways professional service firms like PWC in the Netherlands are adapting to meet their customer base's demands. Join us as we uncover valuable lessons in revolutionizing customer engagement, environmental responsibility, and the future of loyalty and change in the travel industry. Don't miss this insightful discussion that will leave you questioning what you thought you knew about loyalty and sustainability.

The digital age has transformed how businesses collect and store customer data, but with this convenience comes tremendous risk. Every minute, over 2,200 cyber attacks target U.S. businesses, making data breaches virtually inevitable for organizations of all sizes. The question isn't if your company will experience a breach, but when—and at what cost to your business and customer relationships.

Sean Gately, VP of Security Solutions at Bluefin, pulls back the curtain on the devastating impact of data breaches on customer trust. With nearly 60% of consumers reporting they would no longer trust a company following a breach, the damage extends far beyond immediate financial losses. Breached companies typically underperform competitors by 15% even three years later, demonstrating the lasting impact of security failures on business performance.

The financial implications are staggering. At an average cost of $9.63 million per breach in the United States, data security isn't merely a compliance issue—it's an existential business concern. These costs accumulate across multiple fronts: regulatory fines, legal settlements, customer notification expenses, credit monitoring services for affected individuals, and the extensive PR damage control required to salvage brand reputation. The Equifax breach alone resulted in costs exceeding $1.2 billion.

What makes this situation particularly concerning is the sophistication of today's cybercriminals. Data theft has evolved into a $30 billion global industry, with stolen social security numbers selling for $1 on the dark web, while passport information commands up to $1,000. E-commerce businesses and high-volume retailers face particular vulnerability, especially those slow to adopt modern security protocols.

The most effective protection strategy is surprisingly straightforward: devalue data through encryption and tokenization. By rendering sensitive information useless to unauthorized parties, businesses can dramatically reduce both the likelihood and impact of breaches. As Sean explains, "If you devalue all the data, when that breach happens and someone gets into your database, it's useless information they can't sell."

With changing privacy regulations across states and countries, staying compliant becomes increasingly complex. The wisest approach is implementing comprehensive data security that exceeds basic compliance requirements—protecting not just payment information, but all personally identifiable information throughout your ecosystem. Your customers' trust depends on it.

What if there was a way to future-proof your AI solution while integrating it with the latest and greatest advancements in the industry? Look no further, as we explore the Open DaVinci framework, a remarkable breakthrough that combines Verans AI with other cutting-edge technologies like generative AI from OpenAI and Chachi PT, Microsoft Cognitive Services, redaction, and forecasting capabilities with Facebook Prophet. 

How can data-driven insights create trust and foster lasting customer relationships? Join us as we sit down with Nikola Mijic, CEO and co-founder of Matik, who shares his expertise on infusing data into every point of the customer journey. Drawing from his experience at LinkedIn, Nick reveals how data has been integral in building credibility and trust with customers, ultimately leading to better business outcomes.

But what about the challenges surrounding data access and making sense of it all? That's where our conversation takes an exciting turn as we explore the importance of customer success and continuous improvement. Discover how a strong listening process lies at the heart of every customer success effort, and how being flexible and adaptable can help your company identify unique changes catered to your customers' needs. Don't miss out on this engaging discussion with Nikola Mijic, and uncover the secrets to building trust through data narratives!

What happens when you prioritize company culture and employee experience above all else? Join us as we dive into a fascinating conversation with Alida's CEO, Ross, and their Chief Marketing Officer, Mary Kay Evans, who share their winning strategy that has not only set them apart in the market but also sustained them during the Great Resignation. Discover how their 23-year-old invention has played a pivotal role in understanding customers and employees through the power of community and trust, ultimately leading to an exceptional customer experience.

But that's not all - we also explore Morning Brew's journey with Alida, and learn how their Director of Insights and Analytics, Mike Nailin, harnesses the chaos of data to create meaningful opportunities. Find out how Alida's unique approach to targeting professionals who genuinely care about a brand has enabled them to become a crucial part of C-suite decisions. We also delve into the immense value of community feedback in gaining customer trust and engagement, and share tips on closing the loop with customers to boost satisfaction. Don't miss this insightful episode that will surely make you rethink the significance of company culture and community in today's competitive business landscape.

At one point in time Chris Brogan had a pretty big corner on the internet.  He was one of the first 10,000 or so Twitter users, one of the early adopters of blogging as a way to engage.  Along the way he has advised some of the biggest brands on the planet on topics related to everything from business strategy to the proper color of demo-poop (yes, it turns out, that's a thing).  

At present he has over 300,000 Twitter followers - that's down from millions a few years ago.  That fact - that he has "only" 300k-plus followers on Twitter - is telling.  And it's a good starting point to talk through the current chapter of Chris' life.

To say that Chris has learned a thing or two along the way is too easy, too simplistic.  What Chris talks about now - who he is, what he is doing with his life - and why - hold lessons for all of us in business and in life.   

This was one of the most extraordinary interviews we've had so far on Customerland.  It's a wee bit longer than most of our other episodes but that's only because it was such a rich conversation.  I (we) hope you get as much out of this as we did.

What is it about some business that seem to transcend the "normal" trajectory of growth and end up far ahead of the curve - well beyond their competitors?  In this special edition of Customerland, author and Wall Street Journal cartoonist, Stu Heinecke looks at the data, the trends, the processes and the people who are making things happen ... in spite of their circumstances.  

Stu's latest book, "How to Grow Your Business Like a Weed" comes on the heels of his  best-selling book "How to Get a Meeting with Anyone: The Untapped Selling Power of Contact Marketing" which has been named one of the most important business books of the past decade.  

Amperity is, at its core, a CDP.  But as I suspected, and as Matt Hallett, their head of product solutions revealed, Amperity has something of a secret sauce that has put it right at the center of the explosion in retail media networks. 

Beyond RMN's though, this conversation is one of the best primers you'll find on the differences between CDP types and what makes one better for some applications than others. 

Also a big nod to our sponsor for this episode, TheCRMC. 

Peter van der Putten is Director of Pega's AI lab - which essentially means that he's in charge of all of the various ways in which AI (and its derivatives) can be harnessed for the good of Pega's huge, worldwide customer base.  In this conversation, we cut through the hype and dive deep into the enterprise utility of AI - generative AI and conversational AI, specifically, and what the future holds for organizations that can intelligently deploy this revolutionary tech to enrich their customer relationships.

Not only is Peter extraordinarily well-versed on everything AI, but the conversation couldn't have been more timely considering all of the confusion and anxiety around the topic at the moment.  

Nicole Kyle is Managing Director and co-founder of CMP Research, the Customer Management Practice's dedicated independent insights and research & advisory service. All of which means she has a lot to say about what's working and what's not in customer service and CX efforts, and how organizations are navigating the new customer "normal" which pretty much looks like it's here to stay.

In this wide-ranging conversation, Nicole reveals what's behind the latest data and how brands can leverage those insights to create better experiences and better relationships with their customers.

Tim Mason is quick to say that he didn't "invent" the Tesco Club card but if you look at the history of Tesco's groundbreaking loyalty play, you'll find his fingerprints embedded all over it. Today, Tim is CEO of Eagle Eye, another groundbreaking loyalty offering that has taken the best aspects of his learnings at Tesco and married them with technologies that can now do what was unimaginable back in the day. In addition to hearing what Eagle Eye is and does, it's a unique opportunity to hear from one of the people responsible for developing what has become modern, programmatic loyalty.

Mike Tippets is VP of Enterprise Marketing at Hughes Network Systems. We had the pleasure of meeting with his colleague, Nikki at N R F back in January. We talked about some of the amazing things that Hughes has brought to market, and we committed that we would get deeper into the topics later in a follow-on conversation. This is that follow-on conversation. From Smart Plugs to Retail Media Networks, Hughes is leading innovations in a wide series of retail directions.

Consumer spending has weakened across the board in recent weeks, with fast fashion, resale, and off-price retail emerging as relative winners in an otherwise concerning landscape. Michael Gunther, VP and head of insights at Consumer Edge, shares data-driven perspectives on current consumer trends and what they indicate about the broader economic picture.

• Recent transaction data shows spend patterns weakening across industries during the past 4-5 weeks
• Winners in this environment include fast fashion, resale markets, and discount retail—categories typically associated with economic pullbacks
• Corporate earnings calls increasingly mention tariffs and "geopolitical uncertainty" as key concerns
• Unlike pandemic-era pullbacks, there's no pent-up demand waiting to be unleashed as travel and entertainment spending has normalized
• High-income consumers and younger demographics are maintaining relatively stronger spending, though still showing signs of trading down
• Companies successfully targeting these stronger demographic segments (Hollister, Shein, Cartier, MyTheresa) are better positioned to weather the downturn
• Sustainability remains a driver of consumer choices alongside price sensitivity, particularly in the resale market
• Key indicators to watch include transaction data across discretionary categories and grocery price inflation, especially in tariff-impacted categories

Somewhere in-between none and way-too-much lies the perfect balance - threshold, if you will, of how much personalization brands really need in order to optimize the channel, the communication, and the relationship.

The problem is, that line in the sand gets blown around constantly, and shifts radically within the context of the category, the brand and consumer expectations within those contexts.  

Gustavo Wille, 84.51's VP of Data Science and his team there, oversee some of the most sophisticated personalization efforts in the world - certainly some of the most successful ones.  We sat down with Gustavo recently for a lively and informative conversation to understand how 84.51 approaches brand personalization and what is behind their massive successes.

Know what one of the main factors behind an effective CX effort is?  (Hint: it's EX) Know what it takes to move the needle on enterprise-wide CX initiatives? 

In this episode of Customerland, we sat down with Tom Quish, SVP of Customer Experience at Rightpoint, and Jesse Murray, Rightpoint’s SVP of Employee Experience to continue a conversation we had begun at this years' NRF conference.  If you aren't aware - and I wasn't - both Tom and Jesse are the dual embodiments of passion and expertise as it relates to CX and EX respectively - and how those two concepts combine to reinforce and support the other.

Plus you'll learn when and why so many CX/EX initiatives never get out of the gate and what you can do to make sure that doesn't happen to you.

Also, a special shout out to Verint - our sponsor for this episode.  

In this interview, Mikel Lindsaar, the founder of StoreConnect, talks about how the idea of StoreConnect came to his mind and how it operates as a digital transformation solution. He identifies the difficulties small business owners encounter when it comes to digital transformation and how StoreConnect's integration with Salesforce can serve as a solution. The interview highlights the importance of saving time for small business owners, which is a critical aspect of StoreConnect.

Also a big shout out to Allant Group for sponsoring this episode of Customerland!

Sara Richter is Emarsys' CMO and, as such, has a lot to say about how to - and how not to go about omnichannel personalization initiatives at scale.  With clients such as Gibson Guitars, Puma, Pizza Hut and a slew of other top brands, Emarsys is in a good position to opine and advise on the topic. 

Want to know how the big brands are pulling it off?  Give a listen - I don't think you'll be disappointed.

Also -special thanks to Verint for their sponsorship of this episode.

When you think of a recommendation engine you're probably thinking of something along the lines of a cross-sell or upsell mechanism.  But newer thinking around recommendations is taking a much more holistic approach to the customer's experience and expectations in the moment.  In this episode of Customerland, we talk with Ben Sack, Regional VP at Syte - one of the most progressive takes on customer recommendations that we've seen.

If you operate in eCommerce on any level, this is critical information. 

We also want to thank this episode's sponsor, Allant Group, for their support. 

Mike Giambattista, Editor in Chief at TheCustomer, talks with Gus Gikas of Majorel on Off-shoring, On-shoring & "Right-shoring" - plus something special on the horizon called Majorel X.

Plus, a nod to this episode's sponsor, Allant Group.  

What happens when a nonprofit organization builds customer service operations that directly advance their mission? In this fascinating conversation with Andie Ewing, Chief Operating Officer of Unbound, we explore how this international development organization has reimagined what customer experience can achieve.

Operating across 17 countries in Africa, Asia, India, and Latin America, Unbound has developed a groundbreaking approach to both fighting poverty and delivering exceptional customer service. Unlike traditional contact centers focused on efficiency metrics, Unbound has established global operations in Colombia and the Philippines with a different priority: creating career opportunities for the very families they serve through their programs.

"When you are in a nonprofit, your differentiator is your customer experience, and so it is more crucial than anywhere else I've ever worked to create the ultimate radical customer experience," explains Ewing. With 90% of all donations going directly to families, Unbound operates on a remarkably thin administrative margin while still prioritizing meaningful sponsor interactions over transactional efficiency.

The impact extends far beyond business metrics. Contact center employees become community heroes, representing hope and possibility. One employee shared how his job now allows him to provide a secure home for his mother after growing up in extremely precarious living conditions. When sponsors call, they speak directly with people connected to the communities they support, creating authentic relationships that strengthen commitment and trust.

The results speak volumes: 95% first-call resolution, 92% customer satisfaction, and only a 7.2% sponsor discontinuance rate. Unbound's visionary approach demonstrates how aligning operational excellence with mission can create transformative outcomes for all stakeholders.

Discover how this innovative organization is challenging conventional wisdom about customer experience while breaking cycles of poverty. Visit unboundorg.org to learn more about their work and how you can get involved.

The marketing technology landscape has exploded to over 15,000 applications, creating both opportunities and challenges for businesses seeking to maximize their existing investments. In this enlightening conversation, Tara DeZao and Rebecca Miller of Pega, share their unique perspectives on navigating this complex ecosystem while thoughtfully implementing AI solutions.

The conversation reveals how Pega's approach to AI has evolved dramatically since 2018, shifting from basic natural language processing to sophisticated generative and agentic applications that transform both customer and employee experiences. What makes this discussion particularly valuable is their candid exploration of the trust challenges organizations face when implementing AI at scale.

One of the most fascinating insights comes from Pega's innovative internal solution—"Intern Iris," an AI assistant deliberately positioned as an intern to encourage appropriate oversight and verification. This clever framing builds trust while still delivering significant productivity benefits, demonstrating how thoughtful implementation can address legitimate AI concerns.

The conversation dives into the critical balance between automation and authenticity in customer engagement. As Miller notes, "If you have one bad experience as a consumer, you're done," highlighting why governance and control remain essential even as AI capabilities advance. She offers practical guidance for organizations, recommending a measured approach that focuses on one process at a time rather than attempting wholesale transformation.

Looking toward the future, De Zao predicts a significant shift in customer service over the next five to seven years—an increasingly autonomous landscape where routine transactions are handled through AI while human agents evolve into specialists managing complex emotional situations. This vision acknowledges both the transformative potential of technology and the enduring value of human connection.

Whether you're a marketing leader evaluating AI solutions, a customer experience professional reimagining service delivery, or a technology strategist planning your organization's digital future, this discussion provides valuable perspective on balancing innovation with appropriate controls to deliver experiences that build rather than erode trust.

The disconnect between the digital experiences businesses think they're delivering and what customers actually receive represents a massive opportunity. In this enlightening conversation, Dave Anderson, VP of Product Marketing at ContentSquare, explores how traditional analytics fail us – with teams trapped in Google Analytics trying to make sense of tables and charts that don't tell the full story of customer journeys.

There's a profound shift happening from marketing-focused metrics to product analytics that truly reveal user behavior. Rather than drowning in spreadsheets, forward-thinking companies are embracing visual analytics that overlay directly onto websites and apps, making insights immediately actionable for everyone from UX designers to CEOs.

The results speak for themselves: North Face increased CTA exposure by 50%, Rakuten boosted checkout conversion by 10%, and one UK bank discovered removing their mortgage calculator actually improved sign-ups by 10-15% (worth £500,000). These aren't marginal improvements – they're transformation stories driven by finally seeing what customers actually do rather than what we think they do.

What makes this approach revolutionary is its accessibility. As one executive notes, "The real test of a new feature is can product marketing use it without any instruction and get value from it?" When analytics become visual and intuitive, teams align around clear priorities without needing data science degrees.

With AI now entering the equation, we're moving toward proactive insights – not just visualizing problems but receiving specific recommendations: "Lift these elements up the page" or "You have more opportunity with this product line." The future belongs to companies who can truly see their digital experience through their customers' eyes.

Ready to close the gap between your perception and your customers' reality? Discover how visual journey analytics could transform your digital experience and drive meaningful business results.

What makes a brand truly patriotic in American eyes? The answer might surprise you—and it's definitely not just waving flags or wrapping everything in red, white, and blue.

Robert Passikoff, founder and CEO of Brand Keys, returns to Customerland with fascinating insights from their 24th annual Most Patriotic Brands Survey. This year's results reveal a startling reality: commercial brands now significantly outperform government institutions when it comes to patriotism. While Jeep maintains its perfect streak (ranking #1 for all 24 years of the survey with a near-perfect 99% rating), government bodies like the House of Representatives and Senate score dismally low at just 25% and 28% respectively.

The conversation dives deep into what actually creates patriotic brand perception. As Passikoff explains, true patriotic connection comes through authenticity—the historical significance of Jeep "winning all the wars," Ford's role as "the founding father of industrialism," or Disney's ability to "repaint Rockwell every single night" with their Main Street Parade. These brands don't simply claim patriotism; they embody elements of American identity through innovation, inclusion, and genuine heritage.

We explore how smart consumers easily detect inauthentic patriotic messaging, why politically divisive approaches fail for brands, and the striking trust gap between commercial entities and government institutions. With government trust ratings below 40%, brands have unprecedented opportunities to forge meaningful connections through shared American values—if they can do so authentically. This compelling examination of patriotism, brand loyalty, and consumer psychology offers valuable insights for any brand looking to connect with American audiences through values rather than superficial symbolism.

Tune in to understand why patriotism remains a powerful force in consumer decision-making, and how the brands that truly understand American psychology continue to thrive even in divisive times.

What Really Builds Customer Loyalty? A Conversation with Hope Neiman of Tillster

Loyalty programs are everywhere—but actual customer loyalty is harder to come by. In this episode, Hope Neiman, CMO at Tillster, offers a grounded look at what separates transactional perks from meaningful, lasting relationships.

While many brands rely on points and promotions, Hope argues that the real drivers of loyalty are often more personal and human: a service rep who remembers your dog’s name, a solution offered before a problem escalates, or just the sense that a brand actually knows who you are. These small gestures, she explains, often do more than elaborate programs ever could.

We also explore new research on QSR loyalty behavior, including some surprising stats—like the 22% of regular diners who don’t use any loyalty apps, or the more than half who have stopped visiting restaurants due to impersonal experiences. Even operational friction—like something as simple as a blocked parking lot—can quietly erode loyalty.

Hope also walks us through how Tillster is using data and AI to rethink incentives—not as mass promotions, but as tools to offer more relevant, achievable rewards based on real customer behavior.

At its core, this conversation is a reminder: as technology advances, the emotional side of customer relationships isn’t going away. If anything, it’s becoming more essential.

What if your planograms could adapt to each store's unique inventory and fixtures in real-time? That's exactly what Optimum Retailing has achieved with Realgramn AI, the first AI-powered store-specific planogramming tool that's fundamentally changing how retailers approach merchandising.

Justine Melman, CMO at Optimum Retailing, joins Customerland to reveal how Realgram AI bridges the persistent gap between merchandising plans and in-store execution. "Stores obviously know what their sales data is. They know what product is selling at each store. That's not anything new. What they don't know is why," explains Melman. This crucial insight drives Realgram AI's approach to what they call "precision merchandising."

The traditional planogramming process has always been inefficient – visual merchandisers design planograms, save them as static PDFs, and distribute them to hundreds or thousands of stores with different layouts, fixtures, and inventory levels. Realgram AI transforms this model by allowing merchandisers to create a single planogram that automatically generates unique versions for each store based on their actual inventory and fixture capacities. When inventory changes, the planogram updates in real-time, ensuring store teams always have an executable plan.

Beyond improved execution, Realgram AI provides unprecedented retail intelligence by connecting sales performance with specific store zones, fixtures, and product placements. The system's automated photo compliance uses AI image recognition to verify planogram execution, dramatically reducing the manual labor of compliance checking. Integration capabilities extend to RFID technology for real-time product tracking and digital signage that can respond to customer interactions – imagine displays that automatically update to showcase the blue shoe a customer just picked up instead of the red one featured in the original planogram.

Contrary to fears about AI replacing jobs, Melman emphasizes that Realgram AI aims to enhance retail professionals' capabilities: "We're looking at what we're offering as a way to make their jobs easier, make them more efficient, make them more profitable, make them more successful."

The strategic balance between technology investment and human touchpoints has never been more critical in customer experience. In this eye-opening conversation with Mario Matulich, CEO of Customer Management Practice and CCW, we uncover why so many well-intentioned CX initiatives fail during uncertain economic times.

Mario reveals the three drivers that truly matter to customers: personalization, ease, and speed—in that exact order. This hierarchy, backed by extensive research, provides a clear framework for making technology decisions that actually enhance loyalty rather than damaging it. The conversation explores why brands that maintain their CX investments during challenging periods emerge stronger, while those focused purely on cost-cutting often lose market share.

"If you're making technology investment decisions purely for cost savings, you will fail," warns Mario, highlighting the most common pitfall he observes across industries. Companies frequently replace frontline staff with self-service technology simultaneously, creating a perfect storm when that technology inevitably has flaws. When customers encounter issues and revert to traditional channels, they discover drastically reduced staffing—resulting in frustration and permanent damage to brand loyalty.

The discussion examines success stories from travel, hospitality, healthcare, and financial services sectors, where leaders like Delta, Hilton, Marriott, and Chase recognized economic challenges as opportunities to differentiate through superior customer experiences. Mario also previews the upcoming CCW Las Vegas event, bringing together over 250 solution providers and offering unparalleled networking and benchmarking opportunities.

Perhaps most compelling is Mario's observation about the future of corporate leadership: many of tomorrow's executives are today's contact center agents, developing uniquely valuable skillsets at the intersection of human empathy and technological transformation. For anyone navigating CX decisions in uncertain times, this conversation provides both strategic clarity and practical guidance.

Subscribe to Customer Land for more insights on creating exceptional customer experiences that drive loyalty even during challenging economic conditions.

In this episode, we sit down with Jess Leitch, Executive Strategy Director at Frog, to explore the seismic shifts redefining how humans interact with technology — and what that means for brands, designers, and everyday users. From the collapse of the traditional interface to the rise of agentic AI, Jess walks us through a future that’s already underway, where experiences are increasingly ambient, autonomous, and deeply personal.

We talk about the concept of zero UI — the idea that screens and clicks are giving way to invisible systems that anticipate our needs. We unpack what happens when brands are no longer in control of their own channels, when LLMs become the new interface, and when intimacy with machines becomes not just possible, but expected. This isn't speculation. It's happening now — and it’s upending everything from marketing strategies to design fundamentals.

Jess challenges us to reconsider what trust looks like in a world where decisions are made by machines on our behalf. And she shares why designers and strategists must think not just about usability, but about dignity, emotional resonance, and long-term impact. If your business, brand, or career depends on how people engage with technology, this conversation is a wake-up call.

Welcome to Futurescape — where the next interface isn’t an interface at all.

Listen to the full episode now on Customerland. And if you’re building the future, start with the people who will live in it.