More tech, less impact? Explore why bigger stacks can mean weaker customer experience, and how to bring the focus back to results.

Is your marketing technology helping you deliver a better customer experience, or quietly draining time, budget, and focus? In this episode, we dig into the CX trap that even leading brands fall into: adding more tools in hopes of improving results, only to see less real impact.

Our guest, Greg Kihlström, host of The Agile Brand and advisor to some of the world’s most recognizable companies, shares why more tech doesn’t always mean better branding or stronger customer relationships. You’ll hear:

• How to recognize when your tech stack is hurting CX instead of helping
• Why branding and marketing fundamentals still matter more than the latest trend
• Practical ways to refocus on results, not just shiny new platforms

Whether you’re in marketing, branding, or customer experience, this conversation will help you rethink how technology fits into your strategy.

To hear more from Greg, find him on LinkedIn or check out The Agile Brand.

This week on Prose + Comms, Laura Smith and Brian Rowley explore one of marketing’s most persistent questions: Should brands go in-house, outsource to agencies, or find a hybrid approach? With shifting priorities and rising demands for speed and creativity, the answer is more nuanced than ever. Plus, they debunk some of the biggest myths about in-house and agency work, from cost perceptions to creative output.

What does it take to earn media attention today? In this episode of Prose + Comms, we unpack what makes something newsworthy, why so many brand stories fall flat, and how marketers can better connect with journalists. To help us separate noise from news, we’re joined by Dave Haynes of Sixteen:Nine, a veteran journalist who’s seen (and ignored) more pitches than most. He’s here to share what lands, what fails, and what he never wants to see in a press release again.

To hear more from Dave, you can find him on LinkedIn and check out sixteen-nine.net.

What’s the real impact of company culture, looking beyond the buzzwords and mission statements? In this episode of Prose + Comms, we explore how culture shapes the customer experience, why internal alignment matters more than ever, and what happens when brand values break down. From leadership to the frontlines, we unpack how trust, consistency, and authenticity influence the way customers feel, and what that means for the brands trying to earn their loyalty. We’re joined by communications leader and executive coach Bob Osmond, who shares his insights into how culture and brand experience intersect, and what it really takes to get it right.

If you want to hear more from Bob, you can connect with him on LinkedIn. 

Are we mistaking familiarity for authenticity? In this episode, we explore the subtle but important differences between being true and being liked.

Authenticity means showing up consistently and standing by your values, even if that doesn't resonate with everyone. Relatability, on the other hand, is about being easily understood, emotionally accessible, and broadly likable. Sometimes the two go hand in hand. But not always. Let’s dig into what makes something feel real, what actually builds trust, and why the difference matters for brands and marketers.

There’s an element of tradition when it comes to B2B tradeshows – regardless of the specific industry. Employees dress in matching outfits as companies spend big budgets on booth design and swag to capture attendees’ attention. But what value do these tradeshows really bring? And are companies focusing their time, money, and attention on the right elements? "Chief Vibe Creator" and tradeshow content developer Alesia Hendley joins us to explore the benefit of tradeshows as we know them and where their future lies.

To hear more from Alesia, find her on LinkedIn or check out her website, thesmoothfactor.com.

With every company claiming to deliver “immersive experiences,” has the term lost meaning? Who's creating the best experiential activations? Who’s faking it? Is the experience economy as a whole suffering from an identity crisis? Bryan Meszaros, CEO and Founder of experience design agency OpenEye Global, joins us to explore what it means to create a customer activation that’s truly immersive.

If you want to hear more from Bryan, find him on LinkedIn and check out the OpenEye Global website. 

We all face crossroad moments – in life and in our marketing careers. In this episode, we explore what it means to lead with intention when brands face moments of choice. How do emotions influence the way we react in these moments? Does an emotional reaction enhance our customer relationships? Jez Rose, renowned behaviorist and advisor to Fortune 100 companies, joins us to unpack whether marketers can really influence consumer emotions, or if their emotions drive us.

If you want to hear more from Jez, find him on his website, thatjezrose.com. 

Welcome to Prose + Comms: Engagement, Unplugged!

Marketing is changing fast, so let’s talk about it. On Prose + Comms: Engagement Unplugged, hosts Brian Rowley and Laura Smith from BrightSign have honest, unfiltered chats with the people doing the work: marketers, creatives, and brand leaders. No jargon. No fluff. Just the real stuff that’s driving growth and shaping great experiences.

Got feedback? Or a topic you want us to cover? Let's hear it! Drop us a note on Linkedin.

BrightSign: https://bit.ly/43aPGfz
Brian Rowley: https://bit.ly/4mlGexf
Laura Smith: https://bit.ly/4dodwHU

AI is reshaping marketing and customer experience faster than anyone expected, and most teams are only scratching the surface. In this episode of Prose + Comms: Engagement, Unplugged, we break through the hype to explore how AI is changing the way marketers think, create, collaborate, and problem-solve. From boosting creativity to transforming everyday workflows, this conversation digs into the real impact AI is having behind the scenes.

Laura Smith and Brian Rowley sit down with Brad Hintze, EVP of Marketing at Crestron, for a candid look at what’s working, what isn’t, and where AI is headed next. Together, they unpack the wins, the failures, the misconceptions, and the legal questions shaping AI adoption across marketing and customer experience teams. Whether you’re experimenting with prompts or rethinking your entire workflow, this episode gives you a grounded, inside look at how AI can elevate your strategy today — and why creativity still starts with humans.

If you’d like to learn more about Brad Hintze, you can find him on LinkedIn. 

Storytelling has become one of marketing’s favorite buzzwords, but has it lost its meaning? In this episode of Prose + Comms: Engagement, Unplugged, Brian and Laura unpack the evolution of storytelling in modern marketing and what it really takes to create memorable customer experiences. They explore why stories alone aren’t enough to connect with audiences anymore, and why today’s most impactful brands are shifting from storytelling to "storydoing" — aligning their words with authentic actions that demonstrate who they are and what they stand for.

Brian and Laura dig into the balance between creativity, authenticity, and action in brand marketing. They debate whether AI can truly tell a story, share examples of brands that “do” their story well, and highlight how collaboration with customers can make marketing more real, and more effective. Tune in to hear how the future of brand storytelling is being rewritten by those who live it, not just those who tell it.

Think you’re not in sales? Think again. On this episode of Prose and Comms: Engagement, Unplugged, hosts Laura Smith and Brian Rowley explore how almost everyone sells in some way, often without realizing it. Sales mindset expert April Williams joins the conversation to show how to turn the dreaded task of selling into building relationships, driving growth, and delivering value, all while avoiding outdated stereotypes.

April shares her journey from marketing leader to helping professionals like accountants, lawyers, and consultants step confidently into sales roles they never thought they’d occupy. She dives into the practical skills needed for success, including mastering discovery conversations, asking the right questions, and closing deals without feeling pushy. The discussion also tackles one of the biggest productivity challenges for revenue-focused professionals: time management. If you’re someone who never thought of themselves as “selling,” this episode offers strategies to sell with authenticity, listen with purpose, and turn everyday interactions into growth opportunities.

To hear more from April, head to her LinkedIn. 

Marketing today is about connection, and personal branding is at the heart of it. On this episode of Prose + Comms: Engagement, Unplugged, Brian and Laura  are joined by personal branding expert Kait LeDonne to explore how professionals can build a presence that boosts both their career and their company’s reach, especially on LinkedIn.

Kait shares strategies for finding the “sweet spot” between personal and corporate brands, creating thoughtful content, and turning employees into brand advocates. Whether you’re an executive hesitant to post on LinkedIn, a professional navigating career growth, or a company leveraging your team’s networks, this episode delivers practical insights on authenticity, strategy, and why your personal brand matters more than ever.

 If you want to hear more from Kait LeDonne, you can definitely find her on LinkedIn. 

Influencer marketing is about more than follower counts. It’s about authenticity, strategy, and results. In this episode, Laura and Brian sit down with influencer marketing expert Joelle Moroney to explore how top brands balance micro and celebrity influencers, leverage AI for discovery and vetting, and measure real impact. 

Hear actionable insights on creating campaigns that resonate, build awareness, and drive engagement with the right audience. And get essential tips and strategies to elevate your influencer marketing game.

And to hear more from Joelle Moroney, you can find her on LinkedIn. 

Can creativity and process really coexist, or are they destined to clash? In this episode of Prose + Comms: Engagement, Unplugged, Brian Rowley and Laura Smith explore one of marketing’s biggest challenges: building a culture where innovative ideas can flourish alongside strong accountability and execution.  

They explore why too much structure can feel like a cage, why too little can lead to chaos, and how teams can strike the right balance. Even Producer Joey jumps in with his perspective from the creative side. From effective brainstorms to project management tools, the conversation uncovers what it takes to create space for innovation while still getting work done.

Marketers today must navigate the constant tension between data-driven strategies and gut-driven intuition. This episode explores how to enhance customer experience through the balance of data insights and human empathy. With AI, analytics, and automation delivering more data than ever, the challenge lies in deciding when to lean on hard numbers and when to trust gut feelings. 

Join hosts Laura Smith and Brian Rowley as they sit down with strategy veteran Joe Panepinto. They discuss the risks of over-relying on automation without human interpretation, and practical ways to measure impact in branding and marketing events. If you've ever wondered whether to trust the numbers or your instincts, tune in for a fresh perspective on mastering your marketing approach and achieving extraordinary customer experiences.

🔗 Connect with Joe Panepinto on LinkedIn.