It's a Customer's World with Andy Murray

In this episode of 'It's a Customer's World,' Andy Murray is joined by co-host Professor Molly Rapert to interview Rishad Tobaccowala, a globally recognized strategist and author. The conversation spans various topics including leadership mindset shifts, the evolving landscape of work, and the role of technology in shaping the future.Rishad offers deep insights into how businesses can thrive by focusing on employee satisfaction and continuous learning. Practical advice is given on how to build a successful career, emphasizing the value of mentorship, collaboration, and lifelong learning. The discussion also delves into the role of AI and the need for in-person interactions in the hybrid work environment.Rishad shares actionable recommendations for students and professionals, stressing the significance of curiosity, creativity, and generosity.00:00 Introduction and Special Co-Host Announcement00:49 Introducing Rishad Tobaccowala02:16 Defining Customer-Centric Organizations04:01 Shifting Leader Mindsets05:23 The Age of De-Boss-ification08:34 The Importance of Lifelong Learning18:06 The Role of Passion and Side Hustles25:52 The Importance of In-Person Interaction27:17 Mentorship and Learning in a Modern World31:09 Career Advice for Young Professionals34:00 Building a Strong Professional Reputation36:07 Defining Personal Purpose in Education39:16 Future-Proofing and Leadership45:31 The Power of Generosity and Continuous Learning46:50 Concluding Thoughts and Final Advice

Show NotesIn this insightful episode of 'It's a Customer's World' podcast, host Andy Murray explores the evolving intersection of mobile gaming and retail media with Nassir Wajihuddin, CEO of Engago. They delve into Wajihuddin's journey from marketing iconic brands like Skittles and Oreo to innovating in the mobile game space, and discuss how mobile games can significantly enhance customer engagement and offer new advertising avenues for retailers. Key discussions include the impact of Wordle on the New York Times' business model, the vast potential of casual mobile games for user engagement, and the strategic integration of games into retail media to bolster customer loyalty programs and drive significant ad revenue. This episode sheds light on the untapped synergies between mobile gaming and retail, offering valuable insights for marketers and retailers alike. Questions and Topics: 03:23 Nasir Wajihuddin's Background and Entry into Gaming 06:36 Defining the Mobile Game Market 08:18 The Business Model and Impact of Wordle 17:28 Enhancing Retail Media with Mobile Games 23:01 Challenges and Advantages in Retailer Adoption 30:06 Entrepreneurial Advice and Closing Thoughts

Show NotesIn this episode of 'It's a Customer's World' podcast, host Andy Murray talks with Steve Dennis, a seasoned leader and author, about the challenges and necessities of transforming organizations to become truly customer-centric. With insights from Dennis' new book 'Leaders Leap,' they discuss the critical leadership mindset needed for such transformations. The conversation delves into Dennis' personal reflections on past experiences, notably his time at Sears, and how moments of crisis can lead to significant professional growth and the imperative for courage in leadership. Dennis emphasizes the importance of being customer-focused, not just in marketing but across all aspects of an organization, and how fear and ego can impede innovation. They touch on various aspects of leadership and the necessity of adopting new mindsets to succeed in today's rapidly changing retail landscape. The episode is rich with advice on personal and organizational transformation, highlighting the journey towards more dynamic, customer-centered leadership. Questions and Topics: 00:00 Welcome to It's a Customer's World Podcast 01:05 Deep Dive with Steve Dennis: Leadership and Transformation 02:27 The Sears Strategy Story: A Leadership Reflection 07:20 Pivoting Perspectives: The Power of Leadership Mindset 11:10 The Courage to Innovate: Overcoming Fear and Embracing Change 26:31 Leadership Leaps: The Seven Mindset Shifts for Transformation 31:19 Personal Journey: Embracing Vulnerability and Courage in Leadership 40:35 Closing Thoughts and the Path Forward Additional LinksLeaders Leap by Steve Dennis

Show NotesThis episode of It's a Customer's World podcast focuses on the shift towards customer centricity in retail and the broader implications for brands and advertisers. Andy Murray talks with Sharon Gai, an expert in e-commerce, digital transformation, and AI with significant experience at Alibaba, to explore how China-based companies prioritize customer experience in developing their platforms. They discuss the importance of first-party data and closed-loop reporting in creating more relevant consumer experiences and the challenges brands face in accurately defining and achieving these experiences. Sharon shares insights into the 'golden triangle' framework of product, merchandise, and context used by Chinese e-commerce companies, emphasizing the role of hyper-personalization and the use of extensive consumer data in crafting targeted marketing strategies. The conversation also delves into the potential impact of generative AI on e-commerce and the need for brands to experiment and adapt to remain competitive. Questions and Topics: 0:00 Episode Introduction 2:38 Introducing Sharon Gai 3:26 Discussion on China's E-commerce Approach 13:01 Exploring the Future of Consumer Experience 17:46 The Role of Reviews in E-commerce 22:39 The Impact of Data Privacy on Consumer Experience 26:03 The Future of E-commerce and AI Additional LinksSharon Gai's websiteSharon Gai's book

Show NotesIn this episode of It's a Customer's World Podcast, Andy Murray takes on the role as guest alongside Molly Rapert and Rod Thomas. Special host, Brent Williams, leads the trio through a lively conversation over their latest whitepaper on Retail Media Networks. The Retail Media Networks whitepaper discussed in this episode is the second release of academic research on the topic, conducted by the Sam M. Walton College of Business's Customer Centric Leadership Initiative and research team. Join Andy Murray and the Walton College research team as they discuss significant developments in Retail Media Networks over the last year and how crucial strategic clarity, alignment, and standardization will be vital for future success. Questions and Topics: 0:00 Episode Introduction 1:15 Guest Introductions 3:26 Macro view on the changes in Retail Media Networks from last year 6:21 How do you distill all the expert interviews and insights 7:59 What did you find: a bullish or bearish perspective on Retail Media Networks? 13:33 Where have gaps closed vs where they have not in terms of strategic clarity 15:48 How value is created and whether it has changed from the previous year 19:58 The way forward

In this episode of It's a Customer's World Podcast, Andy Murray is joined by Chris Riegel. Founder and CEO of STRATACACHE. Chris is an expert in emerging technologies with 20 years of experience in systems and networking technology ventures, including acquisitions of technologically advanced companies to build the STRATACACHE family. STRATACACHE offers retail transformation and exceptional customer experiences through advanced marketing technology solutions.In their conversation, Andy and Chris trade thoughts on the current state of in-store digital signage, the future of retail technology, the evolution of retail media networks, how retailers can become more customer-centric, and much more.Questions and Topics00:00 Episode Introduction01:00 Guest Introduction03:00 Viewing digital signage from the perspective of the consumer09:33 What is driving the pendulum swing back to in-store digital displays? 12:28 What shoppers using a phone in-store tells us about the customer experience 20:12 The importance of customer data25:00 Where is the line between relevant ad personalization and “creepiness”?27:52 What have you learned about executing Retail Media effectively?32:37 Looking at European trends 34:10 Forecasting the evolution and growth of RMNs36:06 The benefit of a customer-centric approach when entering an emerging space43:58 Why retailers need to stay true to their core mission of serving customers

In this episode of It's a Customer's World Podcast, Andy Murray is joined by Katie Hotze. Katie is the CEO & Founder of Grocery Shopii, a Charlotte-based tech startup that uses machine learning to fuel online grocery shopping. With over 20 years of experience in digital marketing, data analytics, and business strategy, Katie was able to turn a personal frustration with online grocery shopping into a nationally-recognized retail tech disrupter that's rapidly expanding in North America.In their conversation Andy and Katie explore the problem she is solving for consumers and retailers, the power of shoppable recipes, the impact of generative A.I., what is next in the world of retail technology, and much more.Questions and Topics02:25 What led to the creation of Grocery Shopii?06:10 How did you know you had a customer problem worth solving?11:00 How big is the space for shoppable recipes?15:30 What makes Shopii standout?21:38 Special use cases for Shopii24:40 What impact has this had for retailers?31:24 How do you see generative A.I. shaping the future of shopping? 37:22 What is next for Grocery Shopii?

In this episode, Andy is joined by J.K. Symancyk, CEO of PetSmart. J.K. has spent the last two decades as a senior leader for large retailers such as PetSmart, Academy Sports + Outdoors, Meijer, and Sam's Club. In each of these leadership positions he has relied on a customer-centric mindset that stems from his unique background as a Theatre student at the University of Arkansas. In their conversation, Andy and J.K. discuss how to truly listen to customers through store walks, identifying customer problems that are worth solving, advice for students and young professionals, the power of human connection in a tech-focused world, and much more.

In this episode, Andy Murray is joined by Despina Kokkaraki, CMO at strategy Tonic. Despina has spent decades in the customer experience and customer data space. In their conversation Andy and Despina explore characteristics of a successful customer data strategy, the upskilling deficiency in retail today, ethics surrounding personalization and data privacy, the future of data privacy in the United States and how retailers can prepare for a cookieless world, and much more.Despina also fields a few questions from senior marketing students at the University of Arkansas.Topics & Questions 01:32 Guest Introduction04:03 What experiences built competencies to be successful in this space?06:51 Why is there such a movement towards first party data?10:06 How can retailers obtain actionable and valuable first party data?13:49 What role does upskilling play in this evolving space?15:58 What makes up a successful customer data strategy?18:09 Understanding personalization and boundaries that need to be addressed21:17 What is a RFM model?24:30 The power of segmenting customer data25:47 What US retailers can learn from European retailer's approach to customer data strategy 29:52 Questions from Walton College Marketing students30:23 How can companies measure emotional reactions in a privacy appropriate manner?32:28 How can marketers better understand ethical boundaries related to data privacy?34:46 How students and young professionals can build competencies in the customer data space36:17 The importance of having a specific strategy for the data you are collecting38:10 What gives you hope for the future of customer data?Show LinksConnect with Despina: https://www.linkedin.com/in/despinakokkaraki/Connect with Andy: https://www.linkedin.com/in/andrewlmurray/Follow CCLI: https://www.linkedin.com/company/customer-centric-leadership-initiative-sam-m-walton-college-of-business/Check Out Strategy Tonic: https://www.strategytonic.com/

Andy is joined by Simon Hathaway, Group Managing Director of EMEA at Outform. Simon has decades of experience in retail, with a deep understanding of the digitization of the industry and a proven track record in building businesses, transforming capability, and growing reputation.Their conversation explores the increasingly digitized retail space, differing views on mobile devices in-store, the relationship between retail technology and CX, and much more.Topics & Questions 00:00 Episode Introduction01:02 Guest Introduction02:02 The current landscape of the physical retail space03:06 What current retail innovations are scalable?05:34 The impact of mobile devices in-store08:37 Retail innovation in Europe vs United States13:09 How innovation can impact discovery in-store15:25 How is investment in retail technology perceived?20:08 Retail technology and Retail Media Networks21:37 What technology innovation is most promising in physical retail?24:29 How will the creative ecosystem shape the future of retail technology?27:41 The relationship between retail digitization and CX31:10 How does Outform help their clients?32:30 Questions from Walton College of Business Students39:24 A new era of shopper insightsShow LinksSimon Hathaway: https://www.linkedin.com/in/simon-hathaway-7229394/Outform: https://www.outform.com/Digital Mannequin Demo: https://vimeo.com/outform/digitalmannequin Andy Murray: https://www.linkedin.com/in/andrewlmurray/bigQUEST LinkTree: https://linktr.ee/thebigquest

In this episode of “It's a Customer's World” podcast, @Andy Murray is joined by @Chris Wallace, Co-Founder and President of @InnerView Group. Chris has a rich background as customer experience (CX) strategist and is frequently published in popular outlets including Harvard Business Review, Forbes, and Ad Age. In this show, Andy and Chris take a deep dive into customer experience strategy. Listen in to the full conversation as they define CX, why it is important for businesses today, the biggest challenges organizations face today in finding alignment around CX, and much more. Topics and Questions00:00 Podcast Introduction01:17 Introducing Chris Wallace02:22 Getting started in Customer Experience (CX)03:36 Defining CX05:00 Identifying if a brand is truly customer centric06:06 What are the greatest challenges in becoming customer centric today?08:15 Where does CX live within an organization?11:16 How to measure the impact of CX14:38 How brands can listen and understand their customer16:52 The importance of a human touch in CX19:50 What is the most important aspect of CX?23:23 Trying to understand consumer sentiment at scale26:01 The strong correlation between company culture and CX31:03 What is the role of technology in-store?36:00 Companies that are currently excelling at CX38:00 What does InnerView do for their clients?40:52 What insights have been uncovered through the work of InnerView?42:42 Advice for students and young professionalsShow LinksChris Wallace: https://www.linkedin.com/in/christopherewallace/InnerView Group LinkTree: https://linktr.ee/innerviewgroupAndy Murray: https://www.linkedin.com/in/andrewlmurray/bigQUEST LinkTree: https://linktr.ee/thebigquest

Andy is joined by Simon Francis, Executive Chair of Flock Associates. Simon has extensive experience leading transformation through integrated and effective marketing and communications. Since founding Flock Associates, Simon has helped brands like Amazon, Ford, Shell, Toyota, McDonalds, and ASDA navigate marketing transformation at many levels.Their conversation covers a wide range of topics including the entrepreneurial journey, navigating the growing complexity of MarTech, practices that drive successful transformation, the potential impact marketing has on society, and much more.Topics and Questions00:17 Guest Introduction03:30 Simon's entrepreneurial journey04:58 What new challenges do marketers face today?06:11 Dealing with variable challenges in marketing today09:30 The fundamental underpinning of technology and DEI at Flock Associates 11:15 Flock Associates Pillar 1: People14:04 The blurred lines between marketing and commerce16:45 Handling the growing complexity of MarTech and AdTech20:35 Flock Associates Pillar 2: Partners24:53 Flock Associates Pillar 3: Procurement27:30 Bringing in finance31:16 The power of testing32:04 Flock Associates Pillar 4: Process39:02 Advice for students42:36 The need for leadership today44:12 Hope for the future

Andy Murray is joined by Ted Wright who currently serves as CEO of Fizz, a global leader in Word of Mouth Marketing. Ted is recognized as a top thought leader in the space and has won numerous public speaking awards for his talks on Word of Mouth Marketing.In their conversation, the two explore the power of WOMM, key differences between an advocate and an influencer, misconceptions around measurement, and much more.Topics and Questions:01:14 Guest Introduction03:32 When did you first see success with Word of Mouth Marketing?07:00 Re-igniting the Pabst Blue Ribbon brand14:40 The connection between advocacy and culture17:22 Misconceptions around brand advocacy 25:12 How advocates differ from influencers28:35 Taking on attribution in WOMM35:46 Ratings and reviews40:06 How you can learn more about WOMM

Andy Murray is joined by long-time CPG expert, Kelly Downey. Kelly currently serves as a strategic consultant at Oxford SM and has over 30 years of experience working within the CPG industry. Her career has driven change in field and headquarter sales, trade planning, shopper marketing, and digital/agile transformation.Their conversation explores the strategic challenges facing the CPG industry as Retail Media Networks continue to transform the way business is done both internally and externally.Topics and Questions00:50 Guest Introduction03:59 Consistent themes and challenges across Retail Media Networks6:54 How the complexity of RMNs has changed the way leaders are viewing the industry10:02 The recent shift in expectations and investment in Retail Media Networks13:27 Where should leadership come from internally on Retail Media Networks?15:41 How RMNs will impact investment in Shopper Marketing21:12 What should senior leaders know about the current reality of RMNs26:04 Reorganization in a rapidly changing Retail Media environment29:04 Setting boundaries in how you approach spending30:22 Discussing ownership of RMN dollars32:45 What senior leaders can learn from those with hands on keyboard38:26 The power of collaborating with the finance team41:27 Being strategic vs reactive in an emerging RMN space43:20 Managing varying brand expectations44:21 Advice for senior leaders47:18 The benefit of industry share groups and collaborationShow LinksKelly Downey: https://www.linkedin.com/in/kelly-dow...Andy Murray:

Andy Murray is joined by industry expert, John Sheehy. John has over 30 years of experience in media and technology and recently served as Global Brand President for Starcom Worldwide.Their conversation addresses how the emergence of retail media networks will shape the media industry of the future, and wraps up with John sharing sage advice to graduating seniors.Topics and Questions00:00 Welcome to the show00:50 Guest introduction04:10 Characterizing the change we see in media today06:13 How have clients adapted to a changing retail landscape?08:09 What challenges do new brands face in terms of discovery?12:20 Are marketing fundamentals still relevant today?15:01 Any advice to mid-tier brand CMO's?18:23 What is New Road Capital?23:29 Where do you see opportunity in an emerging RMN space?27:36 The importance of collaboration30:09 Questions from Walton College students30:33 Leveraging varying expertise to take on new challenges35:14 What moment in your career has refined you the most?36:45 How early did you know what you would be passionate about?Show LinksJohn Sheehy: https://www.linkedin.com/in/john-sheehy-a97b1275/Andy Murray: https://www.linkedin.com/in/andrewlmurray/CCLI: https://www.linkedin.com/company/customer-centric-leadership-initiative-sam-m-walton-college-of-business/bigQUEST: https://www.bigquest.comNew Road Captial: https://newroadcp.com/RMN White Paper: https://tinyurl.com/ymjaxuch

Andy Murray sits down with Jeff Bustos, VP of Commerce and Measurement at the Interactive Advertising Bureau to discuss their journey to develop standards and definitions in an evolving retail media space. Their conversation addresses numerous challenges the retail media industry is facing today, and how collaboration can lead to a brighter future.Topics and Questions:00:51 Guest Introduction3:44 How have you seen the retail media space evolve over the last few years?5:03 What is IAB?7:00 How standards across definitions and metrics can elevate the industry9:38 What challenges are IAB facing in reaching uniformity in industry standards?11:28 What is the timeline on defining and alignment on industry terms?12:17 What challenges are ahead on the standardization of measurement?14:05 How can non-endemic brands use RMN to meet their marketing objectives?16:35 How will media agencies evolve with the growth of the RMN space?18:26 What metrics are being sought out on the commercial side of RMNs?20:55 The benefit of narrowing down on key metrics22:28 What has surprised you on your journey with IAB?25:45 What changes were key in forcing the introduction of RMNs?29:46 The importance of classifying different RMNs31:00 Global perspective on RMNs32:26 Viewing Retail Media in an in-store environment34:19 How you can work with Jeff or IABShow LinksJeff Bustos: https://www.linkedin.com/in/bustosjeffrey/Andy Murray: https://www.linkedin.com/in/andrewlmurray/CCLI: https://www.linkedin.com/company/customer-centric-leadership-initiative-sam-m-walton-college-of-business/bigQUEST: https://www.bigquest.comIAB: https://www.iab.com/RMN White Paper: https://tinyurl.com/ymjaxuch

In this episode, Andy is joined by longtime retail and sustainability expert, Laura Phillips. Laura spent over 2 decades at Walmart where she served as SVP for Corporate Sustainability as well as SVP of Global Sourcing. Andy and Laura explore the evolution of sustainability, in-store challenges in an omnichannel world, and answer questions from Walton College of Business students. Big thank you to Molly Rapert, Katie Fowler, Arthur Cummisky, Megan Maciulski, and Kendall Wentworth for their questions!Questions and Topics00:00 Welcome to the Show00:50 Introducing Laura Phillips03:28 How do consumers view sustainability?6:01 The impact of personal sustainability8:30 How can supplier collaboration generate innovation?10:47 How can merchants be customer-centric?13:54 The power of observation15:24 How important is the in-store space in an omnichannel world?18:00 How can packaging impact the in-store effectiveness of a product?21:17 Questions from Walton College of Business students22:10 The role of curiosity in career growth24:30 How can corporations regain consumer trust regarding sustainability?26:29 What is the most unexpected challenge faced in sustainability?28:00 How can young adults lead a sustainable lifestyle?29:07 What is one thing you wish you knew entering the workforce?30:39 How a positive approach to difficult challenges can lead to success32:43 What the future looks like for Laura PhillipsShow LinksLaura Phillips: https://www.linkedin.com/in/laura-phillips-5412a52/Andy Murray: https://www.linkedin.com/in/andrewlmurray/CCLI: https://www.linkedin.com/company/customer-centric-leadership-initiative-sam-m-walton-college-of-business/bigQUEST: https://www.bigquest.comStudent Profiles:Katie Fowler: https://www.linkedin.com/in/katie-fowler-144989248/Arthur Cummisky: https://www.linkedin.com/in/arthur-cummisky/Megan Maciulski: https://www.linkedin.com/in/meganmaciulski/Kendall Wentworth: https://www.linkedin.com/in/kendall-wentworth/

It's a Customer's World podcast host Andy Murray sat down with Eric Howerton, Founder and Chief Growth Officer of Whyte Spyder. Eric is an expert in optimizing a brand's digital shelf and in this episode he covers his journey into this space and how important an optimized digital shelf is for a brand's e-commerce growth. Questions and Topics:00:51 Guest Introduction06:27 How to manage conflicting goals to create effective PDPs08:33 How do retailers vary in the e-commerce space?10:25 Do people understand the challenges in this space?11:17 The interconnection of RMNs and e-commerce14:42 The underestimated investment it takes to be effective in an evolving retail space16:11 Who does Whyte Spyder work with?18:30 Is there a difference in marketplace PDPs vs 1st Party PDPs19:28 How to achieve better returns on ad spend by improving PDPs21:45 How to stay on top of such a fast moving space24:00 The profile of a person that would be successful in this space27:07 The importance of problem solving in an ambiguous space29:07 How do you see the industry evolving in the next few years?30:55 The journey of selling a company you started33:30 Advice for prospective entrepreneurs35:00 The future of PodcastVideos.com37:55 Promo code for first recording session

In this episode of It's a Customer's World, Andy is joined by long-time industry leader, Bryan Gildenberg. Bryan has decades of experience in CPG and e-commerce and currently is the SVP of Commerce at OmniCom Commerce Group. Their conversation focuses on the ever-changing retail landscape and explores the promise and reality of retail media networks. Topics and Questions: 00:50 Guest Introduction 03:32 How retail media networks have blurred the lines in retail 04:48 How would you describe the promise of retail media networks? 07:08 How would you describe the current reality of retail media networks? 09:22 How the industry is underestimating the tech investment Amazon made to get to this point 11:33 Connecting paid search results to traditional retail strategy 13:00 The importance of inventory forecasting in an evolving retail space 14:20 Understanding how RMNs vary across different retailers 15:30 How can traditional retailers leverage their physical presence? 18:30 Can the industry support the rapid emergence of countless RMNs? 21:20 How will the evolution of retail impact aggregation amongst CPG companies and retailers? 23:10 How will the evolution of retail impact agencies participating in this space? 25:54 What challenges are media teams facing? 30:45 The fundamental difference between performance marketing and shopper marketing 33:47 What new challenges will young brands face in terms of discovery? 37:13 How social media platforms are serving as a source of discovery 39:12 How Amazon's removal of friction has set them apart 42:37 The positive impact of relevance engineering teams 44:10 How will retailers adapt as consumers grow weary of heavy ad loads 46:50 What will the future of RMNs look like in 2-3 years? 49:07 Will there be more or less RMNs in 2-3 years? 52:41 Wrapping up

The democratization of data is changing the retail landscape. Michael Ellgass, EVP Retail Marketing Solutions at IRI, discusses how insights teams need to adapt to meet the demand for data. Questions and Conversations: 01:33 Guest Introduction 02:22 Where does IRI come into play for most companies? 03:59 How does the RMN trend play out from a data/insights perspective? 05:33 What challenges are retailers having to work through to get good customer data? 07:32 How do you get to insight as opposed to having an abundance of insights? 09:14 What are you learning about the ability to predict human behavior? 10:25 How should the customer be viewed from a measurement standpoint? 12:23 How do we simplify challenges related to attribution? 13:58 How has the technology evolved around attribution and market mixed marketing? 15:55 How do you view the value of the traditional sales funnel in today's environment? 17:30 What has surprised you working in the data industry for the last 7 years regarding the consumer? 19:44 How important is storytelling alongside the ability to find insight? 21:47 What do you wish you knew in your career before being exposed to the importance of data and insights? 24:00 Has there been a trend towards treating customer-centricity as the true north? 25:51 What would you say to a graduating student that is looking to join a data and insights company? 28:29 How has the demand for insights and talent evolved? 30:43 What questions should senior executives have on their mind regarding data? 33:28 Any final thoughts for graduating seniors?

In this episode of “It's a Customer's World” podcast, host Andy Murray is joined by CPG and E-Commerce thought leader, Chris Perry. Their conversation provides education on essential terms to understand in the emerging space of Retail Media Networks. Listen in to learn about the following terms and concepts in the context of Retail Media Networks: 03:17 RMNs 05:40 On-Platform 07:30 Off-Platform 11:30 PDP 13:34 Digital Shelf 15:36 DSP 20:15 DMP 22:15 Trade Desk 24:45 LiveRamp 28:00 First-Party Data 29:25 Clean Rooms 33:55 Segmentation in Retail Media 42:45 CPM 45:10 CPC 50:15 ROAS 50:52 ACOS 53:33 IROAS 56:33 Last Touch Attribution  57:16 Multi Touch Attribution 58:20 MMM

01:00 Guest Introduction 04:25 The Shared Challenges around RMNS 09:40 The Role of Academic Research in an Evolving Space 14:50 The 7 C's to Reach the Future 18:45 Finding Consistency in an Evolving Space 24:00 The Leadership Mindset Needed to Lead Through Change 28:00 The Importance of Outcomes

00:46: Introducing the Retail Media Network research project 01:40 Getting to know the Walton College of Business research team 03:00 Why the Walton College of Business is invested in RMN research 08:15 The promise of Retail Media Networks 15:20 The reality of Retail Media Networks 28:28 The future of Retail Media Networks 36:00 How industry experts view the current and future state of Retail Media Networks DOWNLOAD THE WHITE PAPER HERE: https://walton.uark.edu/customer-centric-leadership/blog/retail-media-networks-white-paper.php#downloady (Realizing the Promise of Retail Media Networks)

01:25 Kevin Roberts on Navigating Life with Purpose 04:48 Sherilyn Shackell on Finding the Right Company 06:50 Jim Stengal on the Strength of Confidence 08:35 Sarah Goforth on When to Pursue Entrepreneurship  10:01 Paco Underhill on Getting Out of your Comfort Zone 11:40 Simon Miles on Creating a Broad Skill Set 12:50 Jeff Swearingen on Creativity 14:10 Nick Fine on the Power of Psychology 15:39 Chad Fox on Staying Fresh 19:36 Rishad Tobaccowala on Continuous Learning

01:50 Art and Science of Marketing 04:56 The Role of Intuition  08:00 How to Address Blindspots and Biases 10:20 When to Rely on Intuition 13:24 Misconceptions of Marketing  17:02 Our Brains are Ignoring Machines  19:11 The Truth about Today's Attention Spans 21:32 How to Develop Deep Consumer Insights 22:45 The Creation of Shopper Passports 25:20 The Power of Observation and Intuition

11:41 The Power of Empathy 19:22 The Promise of Retail Media Networks 22:57 The Unique Dollar General Audience 35:03 Advice for Young Practitioners  45:11 Hope for the Future

06:48 Product Management vs Project Management  19:10 What Corporations and Startups Can Learn from One Another  25:42 Myths of Entrepreneurship 34:40 The Blossoming Startup Community in Northwest Arkansas  46:15 The Role Universities Play in Entrepreneurship and Innovation  Follow the host: https://tinyurl.com/bdh3y5rn (https://tinyurl.com/bdh3y5rn) Follow the guests: https://tinyurl.com/mp9uuebv Follow the initiative: https://tinyurl.com/576p2nf2 (https://tinyurl.com/576p2nf2) Podcast References: Brewer Entrepreneurship Hub: https://tinyurl.com/322ch4m5 Startup Junkie: https://tinyurl.com/26fe5dzn Startup Village: https://tinyurl.com/yu4trur4 The Greenhouse: https://tinyurl.com/y6tv4xv8

12:09 COVID-19'S temporary and permanent impact on consumer behavior 20:40 Misconceptions around supply chain innovation and growth 23:50 Connection between supply chain logistics and customer centricity 31:00 Concerns around last mile delivery and where it is heading 40:15 How women are impacting supply chain 44:26 Optimism for future supply innovation and growth Follow the host: https://www.linkedin.com/in/andrewlmurray/ Follow the guests: https://www.linkedin.com/in/rod-thomas-a409a41/ https://www.linkedin.com/in/stephaniethomasuark/ Follow the initiative: https://www.linkedin.com/company/customer-centric-leadership-initiative-sam-m-walton-college-of-business/

In this episode of It's a Customer's World podcast, Andy Murray is joined by renowned author and shopper marketing thought leader, Paco Underhill. In Paco's newest book, How We Eat, he explores the transformation of where our food comes from and how we buy it. Paco answers 11 questions, one for each chapter of his book, from @WCB Students completing a senior level marketing course. Paco provides insight on a wide range of topics and leaves the students with advice to help guide their future careers.

Links: Learn more about Molly Rapert and connect with her on https://www.linkedin.com/in/molly-rapert/ (LinkedIn) Learn more about https://www.bigquest.com/about (Andy Murray) Learn more about the “https://walton.uark.edu/customer-centric-leadership/podcast/podcast-home-test.php (It's a Customer's World)” podcast. Learn more about the https://www.uark.edu/ (University of Arkansas) and its https://walton.uark.edu/customer-centric-leadership/ (Customer Centered Leadership Initiative). Learn more about the University of Arkansas' business school, https://walton.uark.edu/ (Walton College).

Learn more about https://www.shookkelley.com/our-team (Kevin Kelley) and connect with him on https://www.linkedin.com/in/kevinervinkelley/ (LinkedIn) and https://twitter.com/aia_kevin?ref_src=twsrc%5Egoogle%7Ctwcamp%5Eserp%7Ctwgr%5Eauthor (Twitter). Read more about Shook Kelley's https://www.shookkelley.com/our-process (design process) Learn more about https://www.linkedin.com/in/andrewlmurray/ (Andy Murray). Learn more about the “https://walton.uark.edu/customer-centric-leadership/podcast/podcast-home-test.php (It's a Customer's World)” podcast. Learn more about the https://www.uark.edu/ (University of Arkansas) and its https://walton.uark.edu/customer-centric-leadership/ (Customer Centered Leadership Initiative). Learn more about the University of Arkansas' business school, https://walton.uark.edu/ (Walton College.)

Learn more about https://www.shookkelley.com/our-team (Kevin Kelley) and connect with him on https://www.linkedin.com/in/kevinervinkelley/ (LinkedIn) and https://twitter.com/aia_kevin?ref_src=twsrc%5Egoogle%7Ctwcamp%5Eserp%7Ctwgr%5Eauthor (Twitter).. Read more about Shook Kelley's https://www.shookkelley.com/our-process (design process) Learn more about https://www.linkedin.com/in/andrewlmurray/ (Andy Murray). Learn more about the “https://walton.uark.edu/customer-centric-leadership/podcast/podcast-home-test.php (It's a Customer's World)” podcast. Learn more about the https://www.uark.edu/ (University of Arkansas) and its https://walton.uark.edu/customer-centric-leadership/ (Customer Centered Leadership Initiative). Learn more about the University of Arkansas' business school, https://walton.uark.edu/ (Walton College.)

What has the evolution of shopper marketing looked like? How do brands like Coca-Cola enhance the customer journey? What will browsing behavior look like with online shopping? Two Coca-Cola executives, Simon Miles and James Beck take on these questions and more in this episode of It's a Customer's World podcast. Simon is the Vice President of Global OmniChannel Commercial Strategy, he leads the ecommerce relationship between Coca-Cola and Walmart International. James is a Global Marketing Director supporting Walmart's International division where he creates and advances global strategic initiatives such as FIFA World Cup, Olympics, Gaming and eSports. Both James and Simon have tremendous experience and passion with customer centric leadership and they discussed at length the importance of the customer experience, for both retailers, brands and what it means internally for employees as well.

As the conversation begins, Molly Rapert explains how and why she uses Paco's book in her classroom. She details just how many students his book has reached just with her class alone. Paco thanks her and explains the reach of the book worldwide and how he feels about that reach. Molly then introduces the topics the students will be asking questions about. Students begin asking questions and Paco answers them.  Key Takeaways: 0:00- Introduction 0:50- Andy intros and welcomes Molly Rapert and Paco Underhill to the podcast 2:09- Molly Rapert explains her ties to Paco Underhill's book and how it has impacted her and her students 3:16- Paco Underhill explains the reach of his book and explains how surreal it is. 4:38- Molly Rapert explains the categories the students will be asking questions about: Why We Buy, Paco Underhill's life and career, and retailing in 2021.  5:00- Student Reed Fraser asks about the decompression zone in the ecommerce industry 11:48- Student Weibin Lin asks what inspired his interest in environmental psychology 16:02- Student Katelyn Collison asks what is the most important piece of advice he has received  19:58- Student Evan Gonzalez asks what stage of his career does he consider to be the most transformative  25:16-Conversation about International studies  26:11- All students come on screen and close out talk with Paco 27:13-Outro of podcast  Links: Learn more about https://pacounderhill.com/ (Paco Underhill) and connect with him on https://www.linkedin.com/in/pacounderhill/ (LinkedIn) and https://twitter.com/PacoUnderhill1 (Twitter). Purchase Paco's Book https://www.walmart.com/ip/Why-We-Buy-The-Science-of-Shopping-Updated-and-Revised-for-the-Internet-the-Global-Consumer-and-Beyond-9781416595243/10373541 (Why We Buy: The Science of Shopping) Learn more about https://walton.uark.edu/insights/molly-rapert-profile.php (Professor Molly Rapert. ) Learn more about https://www.linkedin.com/in/andrewlmurray/ (Andy Murray). Learn more about the “https://walton.uark.edu/customer-centric-leadership/podcast/podcast-home-test.php (It's a Customer's World)” podcast. Learn more about the https://www.uark.edu/ (University of Arkansas) and its https://walton.uark.edu/customer-centric-leadership/ (Customer Centered Leadership Initiative). Learn more about the University of Arkansas' business school, https://walton.uark.edu/ (Walton College).

0:00-Introduction to series 0:50-Introduction to episode 3:54-Question #1: What would be your best advice for me to keep top-of-mind & take into my future career that will allow me to be the most valuable hire to a company I can be? 9:06-Question #2: How would you suggest business find the balance between being transparent enough to gain people's trust and respect but also holding back enough to keep things mysterious? 13:25-Question #3: Is there anything in particular that you think people in their twenties place as a low priority that you believe should be the opposite? 18:19-Question #4: What company would you go to learn the language of business? Would it still be P&G? Why or why not. 24:30-Question #5: How would you describe your leadership style and as a leader how have you tried to bring more hope and optimism? 29:10-Question #6: What is something you know now that you would go back in time and tell your younger self? 32:36-Question #7: What are your personal routines or boundaries you use to capitalize on technology while protecting yourself from letting it dominate your life? Like, share, and subscribe so you don't miss the launching of Season 2!  Learn more about the https://walton.uark.edu (Sam M Walton College of Business). Find out more about https://walton.uark.edu/insights/molly-rapert-profile.php (Molly Rapert), the student's highly suggested professor.  Learn more about http://www.saatchikevin.com/kevin/bio/ (Kevin Roberts.) Learn more about the https://walton.uark.edu/customer-centric-leadership/podcast/ (It's a Customer's World) podcast.

Andy asks the students to share how their thinking had been unexpectedly changed over the course of this season. They share about the “compass” for direction, how COVID helped to focus on the essentials, the psychology behind marketing, and the focus on employee experience. The students share that they were surprised at how difficult it proves to be to incorporate the customer centricity model and the challenges for businesses to actually measure their success with it. Hear about how many leaders use storytelling as an effective means to communicate ideas and thoughts. Listen to the stories that caught the student's attention—from the Ritz Carlton Hotel experience, to Paco's “boots on the ground” with Furniture Gallery in Houston. Andy wraps up this final episode by asking for insights as a student, or “customer”, of a university. The students cannot say enough about Professor Molly Rapert's course. Jacob shares about the advising office, scheduling appointments, and the issue of eliminating friction. Learn about marrying technology and the in-person interaction. Matt touches on the wisdom from Jeff (previous episode) about mentors and how he wishes he had created his “personal board of directors” much sooner! Final comments and insights reveal the wisdom discussed in prior episodes about the importance of customers “coming back” and the “dissatisfiers” that limit frequency of customer visits.  Like, share, and subscribe so you don't miss the launching of Season 2!  0:42 Introduction of this final episode  1:30 Andy introduces the student panel 4:44 Students share their ideas and standouts from listening to this series 9:35 Surprises that changed their ways of thinking unexpectedly 17:20 Storytelling to communicate ideas or thoughts 21:30 Insights as a student, or “customer”, of a university 28:18 Final comments, insights, and questions Like, share, and subscribe so you don't miss the launching of Season 2!    Connect with https://www.linkedin.com/in/andrewlmurray/ (Andy), https://www.linkedin.com/in/taryn-lininger/ (Taryn), https://www.linkedin.com/in/jacobjmitchell/ (Jacob), https://www.linkedin.com/in/mattbarber-ark/ (Matt), and https://www.linkedin.com/in/shelbyhansen21/ (Shelby) on LinkedIn. Learn more about the https://walton.uark.edu (Sam M Walton College of Business). Find out more about https://walton.uark.edu/insights/molly-rapert-profile.php (Molly Rapert), the student's highly suggested professor. Learn more about the https://walton.uark.edu/customer-centric-leadership/podcast/ (It's a Customer's World) podcast. Check out all the previous episodes of this podcast https://walton.uark.edu/customer-centric-leadership/podcast/ (here )or wherever you get your podcasts! 

As the conversation begins, Sarah encourages those on the cusp of their careers with input from her own journey, encouraging pursuit of passions along with knowledge that no experience will be wasted. Sarah further shares about her development of empathy, Nextdoor's focus on both data science and observation, and the way in which her company approaches new endeavors. Nextdoor is driven by a growth mindset, but its pursuit of growth is tempered by its commitment to customer-centrism.  Sarah shares how she, as CEO, hones this commitment, and also explains other aspects of her work, such as the importance of community-orientation and the Nextdoor kindness reminder.  As she fields faculty and student questions and offers concluding thoughts, Sarah considers topics ranging from business mistakes, to current trends, to her hope in technology and the next generation of workers.   Key Takeaways: 0:40 - This episode features Sarah Friar, CEO of Nextdoor. 1:31 - Andy greets Sarah and asks her to advise people looking to start their careers. 7:19 - The conversation turns to a story about Sarah's time in Ghana. 12:37 - Sarah believes businesses need a melding of data science and customer observation. 15:23 - The two talk about eliminating dissatisfiers versus focusing on new value propositions. 19:41 - How does Nextdoor situate ideation within its company structure? 24:48 - Andy asks about managing tensions and keeping focus on the customer. 25:21 - Sarah explains the Nextdoor kindness reminder.  27:55 - She then talks about what “customer-centric” indicates and what a neighborhood is. 31:05 - Professorhttps://honorscollege.uark.edu/faculty/meet-the-faculty/molly-rapert.php ( Molly Rapert )asks about mistakes and trends. 36:22 - A student question raises issues of customer experience and organizational purpose. 41:14 - What gives Sarah hope, and will the strategic objective pipeline stay focused? 45:44 - Sarah shares a needed leadership trait before Andy offers a final recap and takeaway. Links: Learn more about https://corporate.walmart.com/leadership/sarah-friar (Sarah Friar) and connect with her on https://www.linkedin.com/in/sarah-friar-922b044/ (LinkedIn) and https://twitter.com/thefriley?ref_src=twsrc%5Egoogle%7Ctwcamp%5Eserp%7Ctwgr%5Eauthor (Twitter). Read Sam Walton's https://www.amazon.com/Sam-Walton-Made-America/dp/0553562835 (Sam Walton: Made in America) Learn more about https://www.linkedin.com/in/andrewlmurray/ (Andy Murray). Learn more about the “https://walton.uark.edu/customer-centric-leadership/podcast/podcast-home-test.php (It's a Customer's World)” podcast. Learn more about the https://www.uark.edu/ (University of Arkansas) and its https://walton.uark.edu/customer-centric-leadership/ (Customer Centered Leadership Initiative). Learn more about the University of Arkansas' business school, https://walton.uark.edu/ (Walton College).

Steve's book is noteworthy for its historical contextualization of retail, as well as for its eight practical principles. After asking Steve about the writing process itself, Andy wants to explore both sides of the book. Together, Steve and Andy discuss the need for retail businesses to be remarkable, the “muddled middle,” and the massive disruptions that have arisen within the retail space in recent years. Businesses have had to navigate unchanging variables, manage pressure on expense budgets, determine how to balance physical and digital spaces, and much more. All the while, the most successful companies have been those keeping the customer central, cultivating empathy, fostering personalization, and improving processes. As the conversation concludes, Steve pitches the retail profession, answers student questions, and shares what gives him hope. Key Takeaways: 0:42 - This episode features Steve Dennis, author of “Remarkable Retail” 2:01 - Steve's decision to write and his book 8:41 - The “muddled middle” 12:40 - Certain variables are constant in the industry 18:08 - Driving sales and managing expenses 22:13 - Authorization of markdowns and the downside of averages 27:17 - The topic of customer-centrism 39:49 - The principle of being personal and methods for learning from customers 46:52 - Making a pitch work in the retail space 51:34 - Harmonized retail 55:14 - Characteristics of success 58:14 - Retailer ratings in 2021 1:00:16 - Steve's hope for the future and Andy's episode takeaway Links: Learn more about https://stevenpdennis.com/ (Steve Dennis), and connect with him on https://twitter.com/StevenPDennis?ref_src=twsrc%5Egoogle%7Ctwcamp%5Eserp%7Ctwgr%5Eauthor (Twitter) and https://www.linkedin.com/in/stevenpdennis/ (LinkedIn). Access Steve's https://stevenpdennis.com/remarkable-retail/ (book), writing for https://www.forbes.com/sites/stevendennis/ (Forbes), and https://podcasts.apple.com/us/podcast/remarkable-retail/id1530627864 (podcast ()especially the https://podcasts.apple.com/us/podcast/becoming-a-retail-radical/id1530627864?i=1000504368335 (episode) with https://www.sethgodin.com/ (Seth Godin)!). Learn more about https://www.linkedin.com/in/andrewlmurray/ (Andy Murray). Learn more about the “https://walton.uark.edu/customer-centric-leadership/podcast/podcast-home-test.php (It's a Customer's World)” podcast. Learn more about the https://www.uark.edu/ (University of Arkansas) and its https://walton.uark.edu/customer-centric-leadership/ (Customer Centered Leadership Initiative). Learn more about the University of Arkansas' business school,  https://walton.uark.edu/ (Walton College) .

The conversation begins with Brenda explaining the types of people she looks for in C-Suite positions, saying that they must be customer obsessed. These are people who have been battle tested, but not necessarily those who have come to C level roles traditionally. Andy and Brenda discuss the importance of an anthropological mindset, empathy, and boldness in candidates interested in the highest levels of customer experience. They also cover what companies should be focusing on as they attempt to recruit people for these types of positions. Brenda explains that there is no one set path, and often she finds the best candidates have taken horizontal steps across industries, allowing them to really understand brands, customers, and authenticity.   As the episode ends, Brenda and Andy share advice for students interested in CCO positions.   Key Takeaways: 00:40 - Introducing Brenda Malloy and her background 2:04 - The time for the chief customer officer is now 6:13 - The key skills for successful CCOs 11:14 - How boldness has become a CCO priority 15:00 - How to build a foundational training and get exposure to many industries 18:28 - Integrating marketing and customer experience roles 20:00 - The importance of empathy and how to tell if a leader is empathetic 27:15 - Examples of career trajectories that lead to CCO roles and horizontal moves 35:37 - Brenda's words of advice to students interested in exploring customer experience careers 39:43 - The importance of understanding diverse customers Links: Learn more abouthttps://www.herbertmines.com/team/brenda-malloy ( Brenda Malloy). Learn more about https://www.linkedin.com/in/andrewlmurray/ (Andy Murray). Learn more about the “https://walton.uark.edu/customer-centric-leadership/podcast/podcast-home-test.php (It's a Customer's World)” podcast. Learn more about the https://www.uark.edu/ (University of Arkansas) and its https://walton.uark.edu/customer-centric-leadership/ (Customer Centered Leadership Initiative). Learn more about the University of Arkansas' business school, https://walton.uark.edu/ (Walton College).

As the interview begins, Nick shares about his background, explaining that he is a psychologist by education and trade, and a computer scientist by life. Psychology came before his current work, and he came to UX through a chain of career events. Moving forward, Andy and Nick discuss the dichotomy between IT and digital marketing. Turning to agile, they consider its pitfalls and ways in which it may be fused with traditional waterfall methodologies to best meet customer needs. Nick then offers a rather controversial, but insightful and arguably correct, perspective: empathy is not a research method, as it is not always data-driven.  Through the conversation, Nick comments on the need to “educate up,” leadership roles, an agile mentality, creating transformational change, and more. Before the conversation ends, Nick offers thoughts on current demand for his work and provides advice to students.   Key Takeaways: 0:40 - IntroducingDr. Nick Fine his background 4:26 - IT versus digital thinking 7:04 - Ideas of a marketing mindset and an IT mindset 13:07 - The topic of organizations 17:22 - How leadership roles change in an agile space 18:04 - Nick argues what matters most is mentality 21:30 - Harmonization of agile with a more hierarchical element 23:06 - Agile's usein startups and wider enterprises 25:04 - Nick isn't sure “agile” is a fitting name 27:52 - Andy and Nick talk about creating transformational change 32:35 - The topic of empathy 37:50 - Demand for Nick's work and shifting package design ideas 41:38 - Personalization is the future 42:45 - Nick offers advice to students and closing thoughts Links: Learn more about https://www.linkedin.com/in/drnickfine/?originalSubdomain=uk (Dr. Nick Fine) and the resources he recommends from https://www.amazon.com/Susan-M.-Weinschenk/e/B002BM92ZO%3Fref=dbs_a_mng_rwt_scns_share (Dr. Susan Weinshenk). Learn more about https://www.linkedin.com/in/andrewlmurray/ (Andy Murray). Learn more about the “https://walton.uark.edu/customer-centric-leadership/podcast/podcast-home-test.php (It's a Customer's World)” podcast. Learn more about the https://www.uark.edu/ (University of Arkansas) and its https://walton.uark.edu/customer-centric-leadership/ (Customer Centered Leadership Initiative). Learn more about the University of Arkansas' business school, https://walton.uark.edu/ (Walton College).

As the conversation gets underway, Andy and Rishad tackle the term “customer” itself. Rishad encourages leaders to not have a customer-first mentality, but rather a people-first mentality. Explaining when you focus on the customer aspects, you miss the human behind the consumer, and you miss your employees. When you shift your focus this way, you begin to deduce what people actually want and can provide it more efficiently. Andy then asks Rishad how he has seen the CMO role change recently, and Rishad discusses both pre- and during-COVID differences. He also dives into how he envisions a post-COVID future and urges leaders to stop thinking about a “new normal,” rather consider that life and business moving forward will be a “new strange.”   As the episode ends, Rishad shares his advice for students who are interested in pursuing a career in customer experience or marketing.   Key Takeaways: 0:41 - Introducing Rishad Tobaccowala 2:26 - Describing customer-centric leadership 5:43 - The importance of thinking about employees first 7:03 - How to figure out what people want 11:43 - The changes that are taking place at the CMO level 17:23 - Marrying data and vision 22:35 -  COVID-19 and the future 28:30 - Rishad's advice to students interested in customer experience and marketing   Links: Learn more about https://rishadtobaccowala.com/ (Rishad Tobaccowala) and read his book, https://www.amazon.com/dp/B07QC87QL8/ref=dp-kindle-redirect?_encoding=UTF8&btkr=1 (Restoring the Soul of Business). Learn more about Rishad's nhttps://rishadtobaccowala.com/newsletter (ewsletter). Learn more abouthttps://www.linkedin.com/in/andrewlmurray/ ( Andy Murray). Learn more about thehttps://walton.uark.edu/customer-centric-leadership/podcast/index.php ( “It's a Customer's World)” podcast. Learn more about thehttps://www.uark.edu/ ( University of Arkansas) and itshttps://walton.uark.edu/customer-centric-leadership/ ( Customer Centric Leadership Initiative). Learn more about the University of Arkansas's business school,https://walton.uark.edu/ ( Walton College).

The conversation begins with Sherilyn sharing how her love for marketing and developing talent led to the creation of The Marketing Academy. Not only was her own passion a driving force behind The Marketing Academy, but many other companies and networks also supported her vision and helped sponsor her work. Her network had its own desire to invest in the future and make a difference. Sherilyn and Andy also take some time to share their thoughts on the importance of CMOs learning boardroom language and collaborating with other functions of the business. They explain how CMOs must embrace their influence and recognize their ability to impact the business culture. The conversation begins to move toward the learning model of The Marketing Academy, and Sherilyn points out how 2020 has brought many changes to the model. In connection with questions provided byhttps://honorscollege.uark.edu/faculty/meet-the-faculty/molly-rapert.php ( Professor Molly Rapert), Sherilyn and Andy speak about balancing art and science in marketing, along with the importance of following important influencers, building connections with them, and gaining knowledge through experience. She concludes by sharing her hopes for the future generation of marketers in their ability to thrive and be creative.   Key Takeaways: 0:41- Introducing Sherilyn Shackell and The Marketing Academy 2:05- How Sherilyn maintains her enthusiasm in her job 3:53- Why Sherilyn launched TheMarketing Academy 10:25- How Sherilyn was able to have big companies and networks sponsor her work 14:16- How to narrow the gap between marketing and the board 19:07- The importance CMOs have in impacting and influencing culture 26:13- The Marketing Academy's learning model and how it has changed during 2020 32:27- The demand for learning  38:48- Sherilyn answers some questions from students 46:52- Sherilyn's hopes for the future  Links: Learn more abouthttps://themarketingacademy.org/us/ ( Marketing Academy). Follow Sherilyn Shackell onhttps://www.linkedin.com/authwall?trk=gf&trkInfo=AQH9pFdYy1f3cwAAAXa1EG_QPcBbKQJr6dBBMP_T5C9YhfNFQnMi_3XVGg5gapjAn_Fr6m4DW9gQSR9wIlXobrgX3XGH_Fko2pUs8z3K4_Pb6hP7M4tcWDrzpULqecgOgpBgzJ0=&originalReferer=https://www.google.com/&sessionRedirect=https ( LinkedIn). Learn more abouthttps://www.linkedin.com/in/andrewlmurray/ ( Andy Murray). Learn more about thehttps://walton.uark.edu/customer-centric-leadership/podcast/index.php ( “It's a Customer's World)” podcast. Learn more about thehttps://www.uark.edu/ ( University of Arkansas) and itshttps://walton.uark.edu/customer-centric-leadership/ ( Customer Centric Leadership Initiative). Learn more about the University of Arkansas's business school,https://walton.uark.edu/ ( Walton College).

As the conversation gets underway, Andy and Paco consider what's going on in the physical retain space, and Paco explains consumption remaining a constant but taking on an altered face.He talks about the concept of composting, cash use and advanced technology in Europe, cooperation between public and private interests, and the need to both get local and get on the sales floor. In connection with questions provided by https://honorscollege.uark.edu/faculty/meet-the-faculty/molly-rapert.php (Professor Molly Rapert), Paco and Andy consider the importance of observational research, the need for actionable data and the combination of art and science, and the evolution of language and information. Listeners will hear Paco's thoughts on design, current customer experience objectives, personal inspiration, how students can become customer experience experts, and the need for empathy in the customer experience. Key Takeaways: 0:41 - Introducing Paco Underhill 2:34 - Paco describes what's going on in the physical retail space 4:42 - Paco's thoughts on cash use and speed of tech adoption 9:16 - The concept of cooperation between public and private interests 11:26 - How to get more local 13:21 - The importance of observational research 17:05 - We need data for actionability, and a combination of art and science 19:02 - Paco comments on topics of language 28:02 - Paco encourages and discusses design 32:07 - Efficiency out of space with better customer experience objectives. 39:21 - Paco's inspirations 43:28 - Answers and advice for students 45:27 - Empathy's role in the customer experience Links: Learn more about https://pacounderhill.com/ (Paco Underhill )and read his book, “https://www.amazon.com/Why-We-Buy-Shopping-Updated-Internet/dp/1416595244 (How We Buy).” Learn more about https://envirosell.com/ (Envirosell). Learn more abouthttps://www.linkedin.com/in/andrewlmurray/ ( Andy Murray). Learn more about thehttps://walton.uark.edu/customer-centric-leadership/podcast/index.php ( “It's a Customer's World)” podcast. Learn more about thehttps://www.uark.edu/ ( University of Arkansas) and itshttps://walton.uark.edu/customer-centric-leadership/ ( Customer Centric Leadership Initiative). Learn more about the University of Arkansas's business school,https://walton.uark.edu/ ( Walton College).

Continuing in the conversation, Andy and Larry turn to the topic of agility, and Larry describes the role and challenges of becoming agile, the related need for speed, and the role of creativity. He also explains the interconnection between customer experience and employee experience, before Andy shares questions for Larry from some Walton College students. Larry fields questions about data privacy, the new focus on meeting customer needs, the “decade of the home,” and Accenture's practice of hiring college students. Finally, he offers advice to graduating college students to give them hope as they look to begin their careers.      Key Takeaways: 0:42 - Andy introduces his guest, Larry Thomas 1:51 - Discussing Larry's job and professional journey 3:09 - Customer centricism's impact on Accenture 6:42 - Introducing the concept of “need states” 7:16 - Challenges to making a company more customer centric 9:44 - Today's data and how to think about it 13:21 - Agility and moving toward digital shopping 16:56 - Introducing the topic of creativity 19:10 - Employee experience as a precursor for the customer experience 24:18 - Questions from students — starting with one on privacy concerns 26:53 - The push to meet customer needs 29:14 - Discussing the “decade of the home” 34:45 - Accenture's hiring 37:09 - Larry's advice for graduating seniors Links: Learn more about https://www.linkedin.com/in/larry-thomas-a780204/ (Larry Thomas.) Learn more about https://www.accenture.com/us-en (Accenture). Learn more abouthttps://www.linkedin.com/in/andrewlmurray/ ( Andy Murray). Learn more about thehttps://walton.uark.edu/customer-centric-leadership/podcast/index.php ( “It's a Customer's World)” podcast. Learn more about thehttps://www.uark.edu/ ( University of Arkansas) and itshttps://walton.uark.edu/customer-centric-leadership/ ( Customer Centric Leadership Initiative). Learn more about the University of Arkansas's business school,https://walton.uark.edu/ ( Walton College).

As the conversation begins, Wendy talks about the current retail space, especially in light of the COVID-19 pandemic. The pandemic has seen a number of shifts in the retail space, though many of these shifts had started far before the onset of COVID-19. Wendy considers what is to come next, explores questions raised by the move to e-commerce, and considers both a decrease in browsing behavior and the need to change the in-store experience. Further, Wendy and Andy discuss technology changes COVID-19 has advanced, as well as issues surrounding sustainability and packaging.  Looking toward the future, Wendy pushes for a top-down approach, understanding shoppers' lives, and capitalizing on emotional touchpoints. Finally, Wendy offers advice to students and people entering the field. Key Takeaways: 0:44 - Andy introduces his guest, Wendy Leibmann 2:14 - Wendy's life in recent years 5:01 - What she expects to see in the future 8:50 - Wendy and Andy discuss a decrease in browsing behavior 13:50 - Retailers need to change the in-store experience 17:25 - The shift to e-commerce 23:01 - COVID-19 has seen advances in technologies 26:49 - Wendy and Andy talk issues around sustainability, packaging, and mindset 31:34 - Effectively designing the future state 35:55 - Retailers should capitalize on emotional touchpoints 40:02 - Wendy's advice for students and those just entering the field Links: Learn more about https://www.linkedin.com/in/wendyliebmann/ (Wendy Leibmann) and https://wslstrategicretail.com/ (WSL Strategic Retail). Learn more abouthttps://www.linkedin.com/in/andrewlmurray/ ( Andy Murray). Learn more about thehttps://walton.uark.edu/customer-centric-leadership/podcast/index.php ( “It's a Customer's World)” podcast. Learn more about thehttps://www.uark.edu/ ( University of Arkansas) and itshttps://walton.uark.edu/customer-centric-leadership/ ( Customer Centric Leadership Initiative). Learn more about the University of Arkansas' business school,https://walton.uark.edu/ ( Walton College).

The conversation begins with Jeff detailing his excitement about the customer experience's potential to drive growth. Through brand marketing, Jeff found that one way to strengthen a brand's influence was to curate customer interactions. He and Andy discuss the skills and mindsets that companies should be adopting to deliver incredible customer experiences, and Jeff stresses the importance of marrying the art and science of understanding consumers. They also dissect the relationship between the customer experience and the employee experience. The conversation concludes as Jeff fields questions from https://walton.uark.edu/insights/molly-rapert-profile.php (Molly Rapert)'s https://walton.uark.edu/ (Walton College )students and shares closing thoughts. Key Takeaways: 0:43 - Introduction to Jeff Swearingen and the episode ahead 2:20 - Jeff describes when his excitement for customer experience began 3:36 - What new customer-centric skills and mindsets companies will need to adopt 8:58 - How Jeff balances dissatisfiers and creating new experiences 14:20 - communicating the importance of customer experience without a clear ROI 19:15 - The relationship between the employee and the customer experience 23:26 - COVID's potential effects on marketing and what students can do to prepare 27:56 - Jeff's favorite role with PepsiCo  35:18 - The measure and definition of success and how it has changed 40:12 - Balancing your achievements and your true north as a leader Links: Learn more about https://www.linkedin.com/in/jeff-swearingen-6599826 (Jeff Swearingen). Learn more abouthttps://www.linkedin.com/in/andrewlmurray/ ( Andy Murray). Learn more about thehttps://walton.uark.edu/customer-centric-leadership/podcast/index.php ( It's a Customer's World) podcast. Learn more about thehttps://www.uark.edu/ ( University of Arkansas) and itshttps://walton.uark.edu/customer-centric-leadership/ ( Customer Centric Leadership Initiative). Learn more about the University of Arkansas' business school,https://walton.uark.edu/ ( Walton College).

The conversation begins with lessons from Jim's recent sabbatical before turning to the subject of client-focused business.  After considering the global nature of this client-centrality, the need for a total ecosystem, and shifts in shopper marketing, Andy and Jim look to the future.  Using the cardinal directions of the compass for guidance, Andy asks Jim to explain how he imagines the future will look.  As he covers the compass poles, Jim details what parts of the present business space he expects to see either maintained or left behind, how business finances and purpose will develop, the age of creativity to come, and his hope to see government and business foster stronger complementary roles.  The conversation concludes as Jim fields questions from https://honorscollege.uark.edu/faculty/meet-the-faculty/molly-rapert.php (Molly Rapert)'s https://walton.uark.edu/ (Walton College) students and shares closing thoughts, and as Andy explains what's next on the horizon for him. Key Takeaways: 0:43 - Andy provides an introduction to Jim Stengel and the episode ahead. 2:27 - After greeting Jim, Andy jumps right into a question about Jim's recent sabbatical. 4:32 - When did Jim realize that customer-centrism was a global idea? 7:12 - The conversation turns to building a total ecosystem.  11:14 - Andy wants to tap into Jim's sense of the future - using a compass as a guide. 12:08 - First, Andy and Dan look West: What will we leave or take forward? 15:07 - Turning North, the two consider the subject of budget. 18:20 - The COVID-19 pandemic has seen a pivot to focus on purpose. 24:23 - Looking South, what are Andy's thoughts on the possibility of a golden age of creativity? 28:45 - The East raises the question of hope. 31:13 - Andy asks Jim to field a few questions from college students. 39:19 - What are Jim's last words to students, and what is Andy looking forward to? Links: Learn more about https://www.jimstengel.com/about-us/ (Jim Stengel). Learn more about https://www.linkedin.com/in/andrewlmurray/ (Andy Murray). Learn more about thehttps://walton.uark.edu/customer-centric-leadership/podcast/index.php ( It's a Customer's World) podcast. Learn more about the https://www.uark.edu/ (University of Arkansas) and its https://walton.uark.edu/customer-centric-leadership/ (Customer Centered Leadership Initiative). Learn more about the University of Arkansas' business school, https://walton.uark.edu/ (Walton College).

The conversation begins with practical insights into what customer centricity is and why it's essential. Matt provides context to how he views the role of the customer, pulling from his experience as dean at the Sam M. Walton College of Business. The tables are slightly turned when Matt interviews Andy about the macro insights he's collected from his research and additional interviews. Andy shares some stories of what has jumped out over the interviews he has done, which are also upcoming episodes of this twelve-episode series. Andy talks about the evolution of shopper marketing and the impact that it has had on what we know now about marketing. Key Takeaways: 0:43 - Introduction of Matt Waller and the episode ahead 1:27 - Greetings and contextualizing the episode's topic 2:22 - The importance of the consumer  5:10 – The path of the entrepreneur when it comes to customers 6:11 – Macro themes from interviews regarding customer centricity 7:55 – Agile mindset and motivation as core pillars of customer-centric leaders and surprises from the interviews 9:41 – Change and impact of seeing customers as people 12:40 – Business being about people despite differing views 16:20 – The power of paying attention 19:27 – Seeing and thinking through shopper marketing 24:57 – What is “next” when it comes to marketing and customer centricity  26:21 – How do you measure success in customer centricity 27:40 – Episode wrap-up   Links: Learn more about https://walton.uark.edu/about/dean.php (Matt Waller). Learn more about https://www.linkedin.com/in/andrewlmurray/ (Andy Murray). Learn more about the https://walton.uark.edu/customer-centric-leadership/podcast/index.php (It's a Customer's World) podcast. Learn more about the https://www.uark.edu/ (University of Arkansas) and its https://walton.uark.edu/customer-centric-leadership/ (Customer-Centric Leadership Initiative). Learn more about the University of Arkansas' business school, https://walton.uark.edu/ (Sam M. Walton College of Business).

In this welcome message, host Andy Murray introduces his new podcast series, "It's a Customer's World." Through this podcast series, Andy will be talking with practitioners, thought leaders, and scholars to hear their thoughts on what it takes to be a leader in today's customer-centric world. Now more than ever, retailers and brands are accelerating their quest to be more customer-centric, but to be truly customer-centric, it requires both a shift in mindset and ways of working, not just in marketing but in all parts of the organization. Coming in early January 2021.