Reimagining Communications with Matt Swain

Get your party hat on! Joseph Lo, Head of Enterprise Platforms and Co-Head of AI at Broadridge, and Matt Swain, Head of Communications Insights and Experience at Broadridge, celebrate Chat GPT turning 1. Tune in as Joseph and Matt reflect on the explosive growth of Chat GPT – reaching 100 million users within 2 months of its launch – and how it brought a significant amount of attention to generative AI and its natural language capabilities. Learn how companies are leveraging generative AI and discover best practices for this game-changing technology.

Lisa Kottler, Chief Growth Officer at Sallus Retirement, is on a mission: Make sure all Americans have access to a retirement plan at work. From leveraging blockchain, AI, and humor, Lisa shares her aspirations for the future of the retirement industry. “The bottom line is, we just can't continue to do things in the traditional way and expect to have different results.” Tune in to find out how Lisa is challenging the status quo and how her approach applies to all industries in the latest Reimagining Communications podcast with host Matt Swain.

CJ Warriner, Senior Marketing Director at Broadridge, and Matt Swain, Head of Communications Insights and Experience at Broadridge, share a behind-the-scenes look and key insights from the fifth annual CX and Communications Consumer Insights report, including what customers want from their communications experiences; how the economy is impacting expectations; emerging technologies, like ChatGPT; and more.

Naadia Burrows, Chief Diversity Officer at Broadridge, shares what it takes to affect corporate change, including how to build transparency and accountability into processes for measurable impact and the importance of communicating with intention. Over her 20-plus-year career at Broadridge – from a temporary associate to Vice President and General Manager of Broadridge's mutual fund regulatory communications business to her current role as Chief Diversity Officer – Naadia embraces change: “Change is inevitable, and we really have to continue to keep individuals engaged. And the most impactful way to do that is through effective communications.”

With a consulting career that spans various countries, including Europe, Asia, Africa, North America and beyond, Pierre Beaufils explains what it takes to successfully execute large-scale transformation initiatives – from challenging biases and questioning intent to engaging diverse teams and invoking inspiration.

Drawing upon his experience working with clients in the wealth management industry, Mike Tropeano, Senior Director of Wealth Consulting at Broadridge, explores three crucial themes in the delivery of a hyper-personalized experience: 1) shifting to a client focus, 2) creating timely and relevant content, and 3) leveraging data to provide better outcomes.

Having recently hosted Broadridge's 2022 CX and Communications Trends webinar, Debbie Miglaw, Head of Digital Solutioning and Business Development for Broadridge Customer Communications, and host Matt Swain explore generational insights from Broadridge's fourth annual CX and Communications survey, including the key to getting consumers to go paperless, the ways to improve print and digital communications, and the willingness of consumers to pay more for a better experience… tune in to find out!

A self-described “serial entrepreneur”, Steve Taylor, BlueRush CEO, joins Matt Swain along with Kevin Darlington, General Manager of Broadridge Advisor Solutions, to discuss how video personalization tools help businesses attract, convert and nurture more relationships across industries, such as wealth, finance and insurance.

Recently celebrating her 20-year anniversary with Broadridge, Misty Eales, Head of Digital Client Relations, Project Management Office and Onboarding, shares her unique, client-focused lens around how the prioritization of customer experiences drives modernization and digital communications transformation.

Drawing upon her consulting experience in assessing communications environments and digital transformation, Lisa Pignataro-Meath, Head of Strategy for Broadridge Customer Communications, sits down with Matt to discuss “the power of components working together” and how a big-picture approach to technology, people and process can maximize communication strategies and drive next-gen digital experiences.

With extensive experience in technology and a consultancy background, Jim Surless draws upon his nearly 21 years with Broadridge to share how the integration of information management, delivery management and preference management is key to creating seamless and meaningful omni-channel experiences across the customer lifecycle while adhering to regulations and business objectives.

Matt Swain is joined by Joe Lalli, Head of Solutions Analysis and Support within Broadridge Customer Communications, to discuss common themes behind the trajectory toward digital-first communications across the customer lifecycle and the resulting benefits: increased customer engagement with omni-channel touchpoints, enriched content through frictionless processes and improved control with enhanced business tools and self-service capabilities.

In this first episode of our multi-part Solution Spotlight Series, Matt Swain is joined by Debbie Miglaw, Head of Digital Solutioning and Business Development for Broadridge Customer Communications, to discuss how organizations can digitally transform their communications to create seamless, omni-channel experiences, and how Broadridge is creating a way for clients to communicate with their customers on the multitude of digital channels they use daily.

Reflecting on a transformative history rooted with ADP and looking ahead to an exciting digital-first future through innovative solutions like the Broadridge Communications Cloud℠, Rich Daly, Executive Chairman of Broadridge, shares his experiences in navigating change, managing crisis and embracing digital disruption with a forward-thinking mindset. To our loyal listeners, cheers to 50 episodes! We look forward to continuing to provide relevant industry insights that will help guide you in your communications transformation. If you're new here, welcome! We encourage you to check out our full library of episodes here and subscribe!

With a sharp focus on both community and customer engagement, Eric Hawkinson, Senior Vice President of Client Management at Innovatis Group, discusses how the pandemic has resulted in increased engagement with associations and challenged event organizers to make virtual events more personal.

Drawing upon her career advising Fortune 500 financial services companies on business strategy, transformation and customer experience optimization, Katie Liebel, Founder and Managing Principal of CustomStrat Advisory, discusses how anchoring strategy and transformation with the customer perspective can accelerate growth, foster adaptability and differentiate firms from the competition.

Martha Moen, General Manager for Investor Communication Solutions in Canada at Broadridge and Matt Swain explore the current challenges and opportunities facing financial services firms and other industries in the Canadian market, and discuss how these compare to trends observed in the U.S.

In this episode, Matt Swain recaps highlights of a recent healthcare webinar. Panelists included Kim Lauersdorf, Vice President of Marketing for EmblemHealth; Bob Gold, Founder and Chief Behavioral Technologist at GoMo Health; Dr. Nelson Le, Associate VP of Product Strategy, Digital Health, and Analytics at Humana; and Phil Micali, Vice President of Innovation at Medical Mutual.

Drawing upon his career at Nordstrom, Bloomberg, Dun Bradstreet, and now Broadridge, Aviad Stein shares how innovation labs enable companies to elevate their client-centric, data-driven solutions faster and at scale in this Reimagining Communications episode, “Innovation Labs: Unknowns to Opportunities.”

David Jay, founder of Warm Welcome, and Matt Swain discuss the power of video in this Reimagining Communications episode. “When we hear or see somebody, the slant of the conversation goes much differently,” explains David. “We recognize them as a person, as a human, as somebody who's just trying to do the best that they can. And all those little nuances are what make video so powerful.”

Dave Zamorski reflects on his marketing and consultancy career and how “what's old is new again.” In this Reimagining Communications podcast, Dave and Matt discuss Broadridge's 2021 CX and Communications Trends Insights survey results, as well as helping brands solution for their communication and CX platforms by focusing on the end-to-end customer journey.

Drawing upon his career as a serial “intrapreneur” at companies like Groupon, Office Depot, Redbox, McDonald's, and most recently Hyatt Hotels Corporation, Shawn Weems discusses the importance of technology and a customer-first mentality in this Reimagining Communications episode, “Reserving the Right to Change.”

Nearly every firm is undergoing a digital transformation. According to Rob Krugman, Chief Digital Officer at Broadridge, “Digital transformation combines technology, experience, information and content.” In this episode, Rob shares how focusing on the experience is helping companies achieve their revenue and cost-savings goals; ideas for rethinking communications with next-gen technology; and ways to address changing regulations with innovation to elevate the experience.

Mark Schlesinger, Senior Technical Fellow, and Deepak Elias, VP of Enterprise Architecture of Broadridge discuss ways to continuously improve, learn and evolve to deliver unique solutions in the marketplace, including how to think about solving for the unknown future.

Russ Kole, Head of Customer Engineering for Financial Services at Google Cloud, and Matt Swain discuss how “Time Is of the Essence” with data science, AI, machine learning, and hyperscale computation changing the financial services industry.

Dr. Jacob Aizikowitz, Founding Partner of XMPie and a Senior Strategic Consultant at the OutputLinks Communications Group, shares insights into personalization, segmentation, and integrated journeys across channels because, "Doing something that is engaging, creative, highly personal and highly relevant takes work. You have to prepare more content. You have to do more things, so there must be a significant return -- and there is."

From LPL's virtual trade show, Focus, which attracted more than 10,000 financial professionals this year, Kirby Horan-Adams joins Matt Swain in this Reimagining Communications episode, “A Virtual Focus.”

Mat Zucker draws upon his career at creative agencies and consultancy firms, such as OgilvyOne, Razorfish and now Prophet, to illustrate how effective communications shape a company's brand, reputation, and culture in this Reimagining Communications podcast.

Many consumers were forced to interact with their providers digitally for the first time due to COVID-19. This “Digital Urgency Turned Opportunity” is now giving companies a chance to showcase their digital abilities and accelerate their long-term engagement goals – but it's all in the delivery. Michelle Jackson, Managing Director of Digital Solutions at Broadridge, and Matt Swain reveal recent consumer and business research and insights about how COVID-19 is impacting consumer and company interactions, and how companies can deliver better digital customer experiences going forward.

Tim Rickards, Director of Marketing for Client Engagement at Charles Schwab, discusses connecting with investors and customers in moments of need, responding with emotional awareness, and enhancing “real life” with “digital life” in this Reimagining Communications episode.

“Tidying up” and keeping items based on intention has been a popular recent trend, thanks to the KonMari Method. In this episode of Reimagining Communications, Melissa Pritsiolas, a business owner, lifestyle coach, and certified KonMari consultant, shares how to create a lifestyle vision, decide with intent and intuition, and confront your clutter – including paper and digital communications.

Matt Swain interviews Hanshi Dave Kovar, founder of Kovar Systems and Kovar Satori Academies, eighth-degree black belt, and known within the martial arts industry as the “Teacher of teachers.” Dave shares how his on-the-mat, hands-on martial arts business is surviving in a physically distanced world and how a “black-belt mindset” can help us get through uncertain and challenging times because when you “change your perspective, your life changes with it.”

Our reliance on digital technology has exponentially grown in the last few weeks. In this episode, Matt Swain interviews Bernie Gracy, Chief Digital Officer at Agero, a white-label roadside assistance leader, about how companies can deliver exceptional digital experiences by anticipating, measuring, testing and optimizing.

The impacts of COVID-19 are changing daily and are largely unknown. Everything has changed – from how we conduct business to how we visit our healthcare providers, from how we educate our students to how we socialize, shop, eat, travel and exercise. In this episode, Matt Swain interviews Brian Nimmo, Senior Vice President of Sales and Marketing at ID DataWeb, an integrated identity security company, on how the COVID-19 pandemic is changing business models and how we communicate with customers, investors, stakeholders – everyone.

Drawing upon a deep digital product and leadership career at companies like Schwab and JPMorgan, Fred Duden shares how companies can deliver solutions that meet the evolving needs of the industry and consumers. From the evolution of robo-advisors to the future of omni-channel communications, Fred explains how to achieve “Strategic Execution.”

Garin Toren, CEO and Founder of ping, a message service that automatically reads incoming communications out loud, allowing you to drive, work, and play safely and productively, sits down with Matt Swain in this episode of Reimagining Communications.

There’s a lot of complexity in the world, requiring companies to balance geopolitical dynamics, regulatory changes and customer expectations. Drawing upon his 30-year career in banking, brokerage and financial services, and The ABCDs of Innovation™ — how Broadridge helps our clients understand and apply next-gen technologies — Chris Perry discusses turning disruption into opportunity, the issues that are keeping executives up at night, and insights into the future.

Consumer expectations are shifting with the pace of technology, and businesses must maintain both their brand and their customer relationships in every aspect of their communications. As new, digital-native competition is vying for the tech-savvy consumer’s business, this is particularly challenging for businesses built on physical communications, such as bills, statements, newspapers, and greeting cards. Broadridge hosted a media roundtable with cross-industry panelists who all have one thing in common: digital disrupted their business and customer experience models. Find out how each of them turned this challenge into an opportunity. Featuring Maya Draisin Farrah, former Head of Marketing, Culture Division at Conde Nast and current SVP, Progress Marketing at Time; Patrick McCullough, Vice President of Strategy, Hallmark Business Connections; Thomas Klemm, Global Head of Digital and COO Americas, Deutsche Bank Wealth Management; and Rob Krugman, Chief Digital Officer, Broadridge.

Michael Marx, Head of Research Consulting at Visa, shares how having the most fun job at Visa gives him the opportunity to offer guidance and insights to enterprises for improving solution offerings, customer interactions, and competitive differentiation in this Reimagining Communications episode.

Airbnb’s business model seems straight-forward: hosts open their homes to guests for a fee. However, there’s a lot more going on under the surface. In a sharing economy, the currency of success is trust. Listen as Real Canty, Experience Researcher at Airbnb, and Matt Swain discuss how Airbnb is building trust among strangers, thinking through the end-to-end journey, and reshaping interactions around the world in this Reimagining Communications episode, “Building Trust One Reservation at a Time.”

Gone are the days of rigid, formal programs and degrees. Instead, today’s learners are curating and customizing their curriculum and experiences – and leveraging technology to make it happen. Head back to school with Tom Dionisio, Executive Vice President of Technology and Transformation at Southern New Hampshire University (SNHU), and me in this episode of Reimagining Communications, “Learning to Change with Technology.”

Russell Sherman’s three-part career – starting at news station New York 1, working at Bear Stearns during the financial crisis, and now thriving as a partner at Prosek Partners – created a foundation and knack for gaining customer mindshare, managing issues and crises, and winning third-party validation. Russell shares his story, including his dynamic career experience and life lessons, with Matt Swain.

Grab the attention of customers; make it intuitive; retain brand integrity; meet regulatory requirements… a communication designer’s checklist runs long these days. Bryan Wachs draws upon his prior design experience at leading financial firms to now help Broadridge clients transform their communications.

Chris Nicholson, CEO of mPulse Mobile, a company providing conversational AI solutions for the healthcare industry, shares how consumers are embracing the convenience and ease of digital healthcare communications. From AI-enabled responses to the use of a “thumbs-up emoji” to confirm an appointment, digital is making the industry smarter and people healthier.

Drawing upon their years of hands-on communications consulting expertise, Matt Swain and Lisa Meath share an outside-in look at how companies can optimize their transactional and marketing communications to reduce internal costs, streamline resources and improve the overall customer experience.

Matt Swain moderated the Xplor19 panel discussion, “Customer Experience: A Moving Target” in May with Hailey Wilson from Illumina and Antoine DuPont from Katapult Marketing. In this interactive discussion, the three customer experience and communication experts offer their insights – from a changing marketing landscape to quantifying CX.

Kaspar Roos, founder and CEO of Aspire Customer Communications, a boutique consulting firm specializing in the customer communications management (CCM) and digital customer experience industries, answers “The Big Communications Question.”

Chunka Mui reflects on how his measurements of success have taken on a global scope, how we can learn from the failures of others, and how innovative achievement often requires getting out of our own way in the podcast, “Succeed to Create a Better World.”

In the 15th episode of Matt Swain’s “Reimagining Communications” podcast, Pat McGrew, Senior Director of Production Software and Services at Keypoint Intelligence–InfoTrends, shares her ideas for improving communications – from tactical workflows to future strategies.

You may know people with the title of “Customer Experience Specialist” and “Customer Communications Specialist”, but what about “Customer Experience Communication Specialist”? Hailey Wilson from Illumina embraces this title and shares how focusing on both disciplines creates great results for customers and companies.

The worlds of B2B and B2C are colliding – and the ripple effect is impacting the customer journey, the buyers’ mindset, and customer engagement strategies. Joanne Gore, seasoned B2B marketer and Founder of Joanne Gore Communications, shares how your company can navigate this new territory in Matt Swain’s latest Reimagining Communications podcast, “Where the Worlds of B2B and B2C Collide.”