Beste Mike Giambattista podcaster (2024)

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Breaking Loyalty - Part 2: What Customers Want and What Companies Need 43:09

6d ago43:09

43:09

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 h…

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Breaking Loyalty - Part 1: Unraveling the Loyalty Crisis 31:05

12d ago31:05

31:05

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 neg…

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Key Takeaways from Verint Engage 24 1:03:39

13d ago1:03:39

1:03:39

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 immedi…

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Transforming Insights into Strategic, Actionable Storylines 36:40

18d ago36:40

36:40

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 innovati…

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Reimagining the Airline Industry with Technology Innovation 43:26

25d ago43:26

43:26

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 regulate…

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Mastering Marketing Architecture for Strategic Gains 33:47

1M ago33:47

33:47

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 abou…

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Grocery Attitude Shifts Point to Some Large Opportunities on the Horizon 28:54

1M ago28:54

28:54

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 choi…

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Can AI Really Transform Leadership and Employee Wellness? 25:57

1M ago25:57

25:57

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…

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Impulse Buying and Brand Loyalty in Beverages 33:13

2M ago33:13

33:13

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 wha…

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Harnessing Customer Satisfaction for Organic Growth 32:13

2M ago32:13

32:13

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 …

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Bridging the CX Gap: Aligning Intentions with Consumer Realities 27:51

2M ago27:51

27:51

Can the gap between what CX professionals aim to achieve and what consumers actually experience be bridged? Join us as we unravel the complexities of customer experience in a compelling discussion with Sam Gutierrez, a senior research scientist at SurveyMonkey. Sam reveals the art and science behind creating effective surveys, ensuring data accurac…

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The Intersection of Speed and Sustainability in Retail 30:19

2M ago30:19

30:19

Have you ever wondered why a simple purchase can turn into a logistical puzzle? Imagine buying five identical t-shirts only to receive them in multiple shipments from different locations. In today's episode, Mike Robinson, a self-proclaimed "accidental retailer," reveals how this seemingly minor inconvenience is a window into the complexities of mo…

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Balancing Efficiency and Satisfaction in Customer Support 31:09

3M ago31:09

31:09

In our latest episode of Customerland, Dr. Ori Faran, CEO of CallVu, dives into the vital role of agility and cost efficiency, especially for smaller companies looking to thrive in the competitive landscape. In our second segment, we get into the nitty-gritty of measuring customer experience success. Ori breaks down essential metrics like success r…

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Navigating Leadership Challenges in Customer Success 31:34

3M ago31:34

31:34

What if you could transform your business operations and customer success strategy simultaneously? Join us as we sit down with Sandeep Dube, the dynamic Chief Operations Officer and Chief Customer Success Officer at Intuit Mailchimp. Sandeep shares his unique career journey, offering insights into how a customer-centric approach transcends function…

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Decoding Female Shopper Dynamics: Insights from the SheShops Report 43:34

3M ago43:34

43:34

In this episode of the Customerland Podcast, we explore the newly released SheShops Report, which sheds light on the significant influence of female consumers. We're joined by Ingrid Sierra, VP of Global Marketing at FinFare, and Mary Mathes, Director of Data Insights at Alpha Diver, who help us break down the key findings of this important study. …

1
Revitalizing Ad Creativity Through AI and Empathy 31:35

3M ago31:35

31:35

Ready to explore the evolution of advertising creativity? In this episode, we sit down with Ian Baer, a seasoned ad agency executive with over 35 years of experience. Ian shares his perspectives on the transformation of the advertising industry, from its golden days to the current focus on statistical analysis and measurable performance. We discuss…

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Reconciling Consumer Expectations and Brand Realities for Better Travel Loyalty 35:58

4M ago35:58

35:58

Today on our podcast, we explore the specifics of consumer expectations from loyalty programs with Jeff Zotara, Chief Marketing Officer at Arrivia. Jeff discusses key findings from Arrivia's 2024 Travel Loyalty Outlook, highlighting the stark misalignments between what businesses believe consumers want and the actual consumer priorities. We uncover…

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Snack50 Consumer Shifts + news from PegaWorld 46:13

4M ago46:13

46:13

Join Hunter Thurman, founder and CEO of Alpha Diver, as he explores the psychological factors driving our snacking habits. Hunter shares findings from the latest Snack 50 report, revealing how snacks, soft drinks, and fast food serve as tools for emotional self-regulation. Discover how Alpha Diver's PsychPulse database, with over 40,000 entries, pr…

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Advanced Data Management for Modern Retail Supply Chains 29:17

4M ago29:17

29:17

Ever wondered how AI can completely transform the way retail and other industries operate? Join us for an eye-opening episode featuring Santiago Garcia Poveda from O9 Solutions as he reveals how their cutting-edge platform is shattering traditional, siloed models and bringing unprecedented integration and collaboration to the table. Santiago dives …

1
Redefining Enterprise Efficiency with Kore AI's Advances 29:48

4M ago29:48

29:48

What if you could revolutionize customer service and employee productivity with cutting-edge AI technology? In this episode of Customerland, we sit down with Gopi Polavarapu, the Chief Solutions Officer at Kore AI, to unravel the transformative journey of a company that's at the forefront of conversational AI. From its inception in 2014, founded by…

1
Transforming Commerce with Unified Data Solutions 28:17

5M ago28:17

28:17

Curious about the future of commerce in a world where digital and physical blend seamlessly? Join us as we explore this exciting landscape with Balaji Balasubramanian, SAP’s SVP Global Head of Commerce and Industry Cloud. Balaji shares his vision on meeting the growing consumer demand for a friction-free experience across all channels, from traditi…

1
Unraveling the Emotional Threads of Customer Satisfaction 26:38

5M ago26:38

26:38

Ever had a service interaction that left you genuinely frustrated? In this episode, we sit down with John Sills, a partner at The Foundation, to break down the insights from the Customer Pioneer Report on customer satisfaction in the UK. This isn't about hype—it's about the real emotional responses customers have to their experiences. Join us as we…

1
Strategic Synergies That Reshape Consumer Engagement 33:20

5M ago33:20

33:20

Join us as we sit down with David Slavick to explore the world of partnership innovation in business. In this conversation, we're not just discussing any collaborations; we're taking a closer look at the unique and imaginative partnership between Crocs and Taco Bell, as well as the philanthropic "Blind Loyalty" project led by Amanda Cromhout. We'll…

1
Transforming Traditional Rewards into Community-Driven Loyalty 30:56

5M ago30:56

30:56

In this episode of our podcast, we sit down with Andy Hermo, the newly appointed Chief Operating Officer of iSeatz, to discuss the creative strides his company is making in digital commerce and loyalty technology. Andy highlights how iSeatz extends beyond typical travel offerings to include a variety of lifestyle rewards, enriching customer experie…

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Navigating the Convergence of AI, Ethics, and Retail Engagement 38:19

5M ago38:19

38:19

In this episode, Sarah Richter, CMO at Emarsys SAP, discusses the evolving role of AI in retail marketing. She'll explore how AI can complement the human touch in marketing, helping marketers stay crucial to brand storytelling while utilizing tools like the AI Product Finder to enhance customer engagement and retention. We'll also discuss the inter…

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Shopping Reinvented: The Data-Driven Cart Revolution is Here 34:00

6M ago34:00

34:00

I recently sat down with Yaniv Zuckerman from Cust2Mate to talk about how technology is changing the way we shop. It was quite fascinating to learn about the smart shopping carts they're developing. These carts are designed to make shopping easier and more efficient for customers, and at the same time, they help retailers manage their stores better…

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Building Consumer Confidence in the Era of Digital Identities 32:09

6M ago32:09

32:09

Join me as we dive into the digital transformation with Hader Iqbal from Thales (like "Alice"). Hader will guide us through the massive shift from traditional to digital identity documents. Picture a future where everything in your wallet has moved to the digital realm—no more SIM cards or credit cards, just apps and digital IDs. Hader is at the fo…

1
Personalizing Loyalty Programs: The Trifft Way to Forge Community and Retention 28:33

6M ago28:33

28:33

Ever wondered what it takes to cultivate a loyal customer base that feels more like a community? Jakub Minks, the visionary founder of TRIFFT, joins us to share his expertise on creating loyalty programs that truly resonate with customers. This episode is a treasure trove of insights for businesses navigating the sometimes murky waters between smal…

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Data Driven: 84.51° Unlocks the Who, What Where & Why of Omnichannel 40:26

6M ago40:26

40:26

We recently got to chat with Alex Trott to explore how Kroger works its data magic. We unpacked the journey from overlooked emails to a game-changing partnership that shook up the grocery scene. Take a stroll down memory lane, from Kroger's early days with Dunnhumby to the birth of 84.51°, and see how these moves flipped the script for the grocery …

1
Breaking Away from Traditional CX Metrics for Enhanced Engagement 41:51

7M ago41:51

41:51

Embark on a visionary journey through the realm of Customer Experience (CX) with strategic maestros from Stone Mantle, who join us to deconstruct the need for agility in CX design. They eloquently argue against the confines of traditional tools like Net Promoter Scores and personas, proposing instead a forward-looking approach that resonates with t…

1
AI at the Heart of Enterprise Communication 33:03

7M ago33:03

33:03

Join forces with Josh Feist, the visionary CEO and co-founder of Kajito, as we peel back the curtain on AI's role in redefining enterprise contact centers. Together, we traverse the narrative of Kajito, from its inception at MIT to its pivotal place in decoding human psychological states and empowering real-time agent guidance. Tune in and grasp ho…

1
Crafting a Data Defense in the Age of AI 27:42

7M ago27:42

27:42

In our latest episode, we delve into the important aspects of AI security, focusing on how orchestration platforms like Kindo are enhancing the way businesses use artificial intelligence. With the introduction of technologies such as Stable Diffusion and ChatGPT, AI has become more accessible, highlighting the importance of data privacy, compliance…

1
Elevating Customer Success with IoT 20:23

7M ago20:23

20:23

Explore the advancements in IoT and the importance of customer satisfaction with Danny Keough, the global head of customer success at SmartSense. He will discuss the impact of sensing as a service and how integrated systems provide businesses with actionable insights to improve customer satisfaction. Our conversation will cover the details of imple…

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A Smarter Approach to Digital Customer Conversations 33:35

8M ago33:35

33:35

In this episode, we sit down with Jay Walcott from KNOWBL to discuss the company's efforts in advancing AI technology for improving customer service. We move past the era of basic chatbots to explore the development of intelligent virtual agents that aim for more natural and effective interactions with customers. Our conversation covers the evoluti…

1
Transforming Retail Strategies Through Generative AI 30:53

8M ago30:53

30:53

Join us for an insightful conversation with Matt Hopkins from Board International as we discuss the evolving landscape of retail technology, particularly in inventory management and customer engagement. Retailers today are navigating through a vast amount of customer data. In our discussion with Matt, we learn how this data plays a crucial role in …

1
Fostering a Culture of Gratitude: The Strategic Advantage 24:37

8M ago24:37

24:37

Join us for an insightful discussion with Logan Mallory from Motivosity, as we explore the impact of employee recognition on workplace dynamics. Logan shares practical approaches used at Motivosity to promote peer appreciation and authenticity, fostering a positive workplace culture. We also discuss the concept of microcultures within organizations…

1
Turning Customer Service Hurdles into Loyalty Wins 30:05

9M ago30:05

30:05

Eric Carrasquilla, EVP and Division President of Customer Experience Solutions at CSG, shares insights into improving customer service. This discussion will explore how businesses can enhance customer engagement and turn challenges into opportunities for building loyalty. CSG's platform focuses on journey analytics, real-time decisioning, and digit…

1
Mastering the New Dance of Consumer Expectations 23:14

9M ago23:14

23:14

Ever wondered why the pull of your favorite brand is so strong, or why some products seem to fade into oblivion while others redefine an entire industry? Join us as we unravel the mysteries of consumer loyalty and the collapse of the traditional marketing funnel. We're peeling back the layers to reveal how loyalty has evolved from a simple choice b…

1
Harnessing the Power of AI to Transform Team Productivity 23:21

9M ago23:21

23:21

In this episode, we'll be talking with Lauren Kennedy from Glean about the company's AI-powered search engine and its impact on organizational knowledge access. Lauren, who plays a key role in customer success at Glean, will give us an insider's view of this technology. We'll discuss how Glean's search engine can provide real-time answers to comple…

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Crafting the Future of Marketing: Human-AI Synergy with Tara DeZao of PEGA 26:18

9M ago26:18

26:18

Explore the evolving role of human-AI collaboration in marketing with Tara DeZao, Product Marketing Director at PEGA, specializing in AdTech and MarTech. Tara discusses the intricate interplay between AI and human creativity, focusing on the AI's impact on enhancing customer experiences. The conversation delves into critical issues of trust and tra…

1
Keeping Your Marketing Strategy Ahead of Regulatory Curves 27:50

9M ago27:50

27:50

Discover the crucial insights on maintaining compliance in marketing communications with industry experts Clay McNaught and Michelle Tilton from Gryphon.AI, who join us to demystify the complexities of navigating current FCC regulations. Their expertise illuminates the potential legal pitfalls that businesses may face with even minor missteps in ou…

1
Predicting the Next Wave in Grocery and Shopping Behavior 32:00

10M ago32:00

32:00

Discover the future of consumer shopping habits and strategy adaptation with Barbara Connors, Vice President Strategy and Acceleration at 84.51. As we unpack the lessons from their 2023 year in review report, you'll see the critical role of customer engagement and the significance of shifting strategies in our unpredictable economic climate. Whethe…

1
The Secret Sauce of Employee Experience: A Deep Dive with Rachael Nazzaro of Slack 35:30

10M ago35:30

35:30

Ever wondered how a great employee experience could be used to build deeper connections with your brand? Or perhaps if Slack was designed to be the ultimate tool for improving employee experience? Get ready to quench your curiosity as we examine how these aspects play a crucial role in business success. Quite a stirring dialogue awaits as we explor…

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How AI is Transforming RevOps: A Lively Discussion with Gong's Leaders 18:55

11M ago18:55

18:55

Wondering how to hit the bull's eye in revenue operations? Tune in to our lively talk with Eilon Reshef, one of the masterminds behind Gong's innovative tech. Eilon peels back the curtain on the world of AI-powered data collection and analysis. We navigate the sea of insights this technology offers, eliminating the drudgery of manual data entry, an…

1
Open Banking and the Future of Rewards 29:47

11M ago29:47

29:47

Ever wondered how the world of open banking is revolutionizing rewards and incentives? Join me and open banking consultant Steve Parsons, as we unravel the intersections of open banking, rewards, and the critical governance that frames it all. It's a deep exploration into the General Data Protection Regulations and Payment Services Directive 2, as …

1
An Unconventional Path to Tech CEO 27:47

11M ago27:47

27:47

Ever wondered what it takes to integrate two companies post-acquisition? Meet our guest, Emarsys' CEO Joanna Milliken, an experienced tech professional who has worked with giants like Hallmark, Exact Target, Salesforce, and SAP. She shares first-hand accounts about the formidable task of merging Emarsys with global behemoth, SAP. Discover the intri…

1
Better Retail Performance through Intelligent Customer Engagement 30:21

11M ago30:21

30:21

Have you ever wondered how customer data can revolutionize your products and services? This episode brings you Jenni Palocsik, the VP of Marketing Insights, Experience, and Enablement at VERINT, who unravels how their customer-centric approach has been a game-changer. Jenni shares her extensive knowledge on the power of data, the significance of VE…

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Understanding the Return on Total Experience for Businesses 33:54

12M ago33:54

33:54

Ron Shamah, CEO of Rightpoint, walks us through the intricate connections between employee experience, customer experience, and product experience. This episode unravels these intriguing interconnections and how they've put a unique pressure on organizations. We bring you a candid discussion on how businesses can reimagine customer experience and t…

1
Spencer Kaiboom on Building Pollen and Revolutionizing Retail 33:59

12M ago33:59

33:59

Have you ever been intrigued by the resilience of athletes and wondered how that could be applied in business? Spencer Kaiboom, the founder and CEO of Pollen, joins us to share his fascinating journey from making it to the baseball major leagues to becoming an entrepreneur. Spencer gives us an insider's view into his life on the field, the extraord…

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Navigating Ethics and AI in Business with Pega's Peter van der Putten 33:55

12M ago33:55

33:55

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 na…

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