Podcasts about Customer intelligence

Today's show features: - David Wyler, President and CEO of Jeff Wyler Automotive Family - Ryan Rohrman, Chief Executive Officer of Rohrman Auto Group - Cuyler Owens, CEO of Widewail - Scott Painter, Founder & CEO of TrueCar This episode is brought to you by: Stream Companies – Stream Companies is a full-service, fully integrated, tech-enabled advertising agency that drives measurable results through performance marketing, creative and content development, and proprietary AdTech solutions. Our innovative platforms, including the Retail Ready platform and Integrated Marketing Cloud, empower brands to optimize performance and accelerate growth. To learn more, visit StreamCompanies.com. Widewail – Leading dealerships aren't choosing between profit and customer experience. They're learning to balance both. Widewail CEO Cuyler Owens unveils how Customer Intelligence provides the real-time insights needed to stay aligned with customer expectations as the digital-native market grows. The discussion, backed by Widewail's 15M-review dataset, will also highlight key findings from the 2026 Voice of the Customer Report. Read the full report here: https://carguymedia.com/3Zxbkrt Check out Car Dealership Guy's stuff: CDG Circles ➤ https://cdgcircles.com/ CDG News ➤ https://news.dealershipguy.com/ CDG Jobs ➤ https://jobs.dealershipguy.com/ CDG Recruiting ➤ https://www.cdgrecruiting.com/ My Socials: X ➤ https://www.twitter.com/GuyDealership Instagram ➤ https://www.instagram.com/cardealershipguy/ TikTok ➤ https://www.tiktok.com/@guydealership LinkedIn ➤ https://www.linkedin.com/company/cardealershipguy/ Threads ➤ https://www.threads.net/@cardealershipguy Facebook ➤ https://www.facebook.com/profile.php?id=100077402857683

What happens when economic uncertainty, tariffs, AI agents, and cybersecurity risks collide inside wholesale distribution?In this episode of Around the Horn in Wholesale Distribution, Kevin Brown and Tom Burton break down the signals beneath the noise and explain what manufacturers and distributors should actually be paying attention to right now.From inflation ambiguity and tariff authority to AI-driven buying behavior and hidden margin opportunities, this conversation connects macroeconomic shifts to real operational decisions that impact growth, security, and profitability across the wholesale supply chain.What You'll Learn:Why economic uncertainty, not inflation alone, is the dominant concern for executives heading into 2026How tariffs, executive authority, and Supreme Court timing could reshape trade policy without dramatic disruptionWhere “trapped potential” hides inside distributor margin, pricing discipline, and product mixWhy AI agents are changing how B2B buyers research, evaluate, and eventually purchaseHow cybersecurity threats now target supply chain ecosystems, not just individual companiesEpisode Highlights:03:10 – Why economic uncertainty matters more than headline inflation numbers09:25 – Manufacturing signals, demand hesitation, and planning in the “gray zone” economy16:40 – Tariffs, executive authority, and why the Supreme Court is likely to rule narrowly26:05 – How distributors can uncover “trapped potential” through margin and pricing discipline36:30 – AI-generated content vs real value creation in B2B marketing46:15 – Agentic AI and how machine-to-machine buying is changing sales discovery56:40 – Cybersecurity risk across distributors, vendors, and shared digital ecosystemsTools, Frameworks, and Concepts MentionedAI-enabled Customer Intelligence and Smart CRM platformsAgentic AI and multi-agent workflowsTrapped potential and organic revenue growthPricing discipline and margin visibilitySOC 2 compliance and supply chain cybersecurityERP, CRM, and data silo integrationClosing Insight:Economic cycles come and go, but clarity comes from understanding where risk, margin, and opportunity actually live inside your business. The distributors who win next will not wait for certainty, they'll build systems that adapt faster than change itself.Leave a Review: Help us grow by sharing your thoughts on the show.Learn more about the LeadSmart AI B2B Sales Platform: https://www.leadsmarttech.com/ Join the conversation each week on LinkedIn Live.Want even more insight to the stories we discuss each week? Subscribe to the Around The Horn Newsletter.You can also hear the podcast and other excellent content on our YouTube Channel.Follow us on Facebook, Twitter, Instagram, or TikTok.

This Week In Startups is made possible by:LinkedIn Ads- http://linkedin.com/thisweekinstartupsSquarespace - https://squarespace.com/twistEnterpret - http://Enterpret.com/twistToday's show: How do top tech CEOs hire? AI has thrown out the playbook for getting hired — so what are the most innovative firms looking for? Anyone can learn any skill and automate much of it, what is to be valued in the modern labor market?On our first AI Roundtable episode of TWiST, Jason is joined by three top tech CEOs: Wade Foster (Zapier), Mikey Schulman (Suno), and Ali Ansari (Micro1). They each give their perspective on the tech talent wars and how to get hired in 2026.The resounding answer on how to get a job? JUST START DOING THE JOB! If you want to be a designer, start sending designs to companies you want to be hired by — don't just sit around waiting to be hired. The biggest value you can bring is a “high agency” mindset to your company and the role. Show you get after it!They are also hitting on:- How AI is getting used to make music today- The tech industry's communication problem- How to raise kids in the age of AITimestamps:(00:00) It's our first ever “This Week in AI” Roundtable, and we've got an amazing panel(05:50) How Meta and OpenAI skew how everyone thinks about compensation(09:37) The importance of looking beyond SF for talent(10:24) LinkedIn Ads: Start converting your B2B audience into high quality leads today. Launch your first campaign and get $250 FREE when you spend at least $250. Go to http://linkedin.com/thisweekinstartups to claim your credit.(14:39) Is AI making more people seek out developer jobs?(18:36) Squarespace - Use offer code TWIST to save 10% off your first purchase of a website or domain at https://squarespace.com/twist(19:36) When design becomes its own bottleneck… and some workarounds.(22:37) It's not how much you know, it's how adaptable you are(24:10) The best way to get hired: just start doing the job(30:09) Why Ali says we're entering the "Post-Training"(31:34) Enterpret - Enterpret turns feedback noise into Customer Intelligence, so your team knows exactly what to fix and build next. Head to http://Enterpret.com/twist to book a demo and see it in action.(33:32) Understanding the value of your company's data and using it to get better outputs(41:14) Mikey calls Suno the “GLP-1s of the music industry”: everyone uses it but no one admits it(46:39) Mikey Talks break out AI artists like Xania Monet(49:32) Questions raised about how AI will effect job markets(54:43) How AI and robotics will unlock new jobs and opportunities(58:48) Possible solutions to the AI and automation question.(01:04:03) Technology's communication problem and how to fix it.(01:05:24) Are people replacing their friends with AI?(01:08:11) How CEOs are thinking about raising young kids in the world of AI.(01:12:21) Lightning round on AI agents, workflows vs. agents(01:16:49) Trapped value in sales calls, questions, company meetings that are unlocked by AI(01:22:10) How Ali pitched the LAUNCH team outside of a Jeni's Ice Cream storeSubscribe to the TWiST500 newsletter: https://ticker.thisweekinstartups.com/Check out the TWIST500: https://twist500.comSubscribe to This Week in Startups on Apple: https://rb.gy/v19fcpFollow Jason:X: https://twitter.com/JasonThank you to our partners:(10:24) LinkedIn Ads: Start converting your B2B audience into high quality leads today. Launch your first campaign and get $250 FREE when you spend at least $250. Go to http://linkedin.com/thisweekinstartups to claim your credit.(18:36) Squarespace - Use offer code TWIST to save 10% off your first purchase of a website or domain at https://squarespace.com/twist(31:34) Enterpret - Enterpret turns feedback noise into Customer Intelligence, so your team knows exactly what to fix and build next. Head to http://Enterpret.com/twist to book a demo and see it in action.

This Week In Startups is made possible by:Superhuman - https://superhuman.com/PODCASTSquarespace - https://squarespace.com/twistEnterpret - https://www.enterpret.com/dlp/this-week-in-startupsToday's show: A screenshot showing a “Target Ad” in ChatGPT results went viral… over the weekend, but the OpenAI chatbot has NOT actually opened the advertising floodgates just yet.As ChatGPT staffers were quick to explain on social media, this was actually an invitation for a user to integrate their Target account into ChatGPT, for an easier agentic browsing and shopping experience.But it does prompt Jason and Alex to ask some intriguing questions… Is OpenAI just waiting for Google or someone else to launch AI ads first, and face the inevitable flood of backlash they'll presumably receive? Is there someone at OpenAI already thinking DEEPLY about how these in-feed ads should work? And what does this mean for their wager on when ChatGPT is going to actually get ads? Is that already decided?These answers and more are coming your way on today's action-packed TWiST… PLUS the latest on the Warner Bros Discovery-Netflix deal, PR guru Lulu Cheng Meservey's new venture fund, and why Jason and Lon are obsessing about Apple TV's “Pluribius.”Timestamps:(01:59) They put Target ads in ChatGPT? Or was it just an integration? Is there a difference?(5:24) Is someone at OpenAI really thinking deeply about how in-feed ads should work?(07:36) Is OpenAI just waiting for Google to start running ads to post their own? Jason has suspicions…(10:01) Why Jason thinks startup people have so much trouble communicating with normies(10:32) Superhuman - Get AI that works where you work. Unlock your Superhuman potential at https://superhuman.com/PODCAST(13:22) The insane competition now facing down OpenAI and Sam Altman(18:40) Why Jason will no longer use data from SaaS companies looking for a marketing win(19:52) Does this mean ChatGPT TECHNICALLY has ads? Does Alex win the bet?! What does Polymarket think?(20:36) Squarespace - Use offer code TWIST to save 10% off your first purchase of a website or domain at https://squarespace.com/twist(25:17) Why Jason is already tired of the Netflix-Paramount-WBD story(30:06) Enterpret - Enterpret turns feedback noise into Customer Intelligence, so your team knows exactly what to fix and build next. Head to http://Enterpret.com/twist to book a demo and see it in action.(34:03) President Jason's new proposal: A 60-day “pre-approval” antitrust window(47:29) Why Jason's not interested in news commentary… just the facts.(51:40) Jason and Lon take a few moments to praise “Pluribus”(54:45) PR guru Lulu Cheng Meservey is starting a venture firm… here's why she wants to start a “movement”(58:05) Why PR people hate but also respect JasonSubscribe to the TWiST500 newsletter: https://ticker.thisweekinstartups.com/Check out the TWIST500: https://twist500.comSubscribe to This Week in Startups on Apple: https://rb.gy/v19fcp*Follow Lon:X: https://x.com/lons*Follow Alex:X: https://x.com/alexLinkedIn: https://www.linkedin.com/in/alexwilhelm/*Follow Jason:X: https://twitter.com/JasonLinkedIn: https://www.linkedin.com/in/jasoncalacanis/*Thank you to our partners:(10:32) Superhuman - Get AI that works where you work. Unlock your Superhuman potential at https://superhuman.com/PODCAST(20:36) Squarespace - Use offer code TWIST to save 10% off your first purchase of a website or domain at https://squarespace.com/twist(30:06) Enterpret - Enterpret turns feedback noise into Customer Intelligence, so your team knows exactly what to fix and build next. Head to http://Enterpret.com/twist to book a demo and see it in action.

Can AI, robotics, and self‑driving technology change the distribution landscape faster than the economy can adapt?In this episode, hosts Kevin Brown and Tom Burton explore the intersection of economic volatility, AI innovation, and leadership adaptation. From robots vs. self‑driving cars to tariff strategy and monetary policy, they unpack the signals distributors should watch and the human‑centric mindset required to thrive amid transformation.What You'll Learn:The race between humanoid robots and self‑driving cars, and what it reveals about AI adoption timelines.Why the Fed's two‑percent inflation target may be outdated in a world of live data and instant analytics.How prediction markets like Polymarket are redefining economic forecasting.The impact of tariffs, trade policy, and rate cuts on wholesale pricing and investment.Why AI literacy, leadership calibration, and contextual intelligence are the new core skills for distribution executives.Episode Highlights:03:05 – Robots or self-driving cars first? Why Kevin now believes humanoid robots may reach mainstream use sooner than autonomous vehicles17:28 – From flying cars to manual transmissions: How consumers balance nostalgia with rapid AI-enabled innovation29:52 – Is the Fed working with outdated economic models? How real-time AI data could reshape monetary policy44:40 – Government shutdown predictions: How Polymarket's 27% odds reveal deeper insights about economic sentiment57:55 – Tariff strategy clarified: Why “refund rumors” are misleading and why methodology matters more than politics01:10:08 – Leadership evolution: AI fluency, contextual intelligence, and functional empathy as core executive skills for 202601:19:30 – Closing take: Why leaders who integrate AI intentionally, rather than reactively—will define the next decade of distributionTools & Frameworks Mentioned:LeadSmart Channel Cloud™ — AI‑enabled CRM and Customer Intelligence platform for manufacturers and distributors.Polymarket — decentralized prediction market for real‑time economic signals.Context Engineering & Agentic AI Workflows — aligning AI systems with business intent and human oversight.Functional Empathy Model — bridging automation and human judgment in leadership development.Closing Insight:“AI doesn't replace relationships, it reinforces them by removing friction.” — Kevin BrownLeave a Review: Help us grow by sharing your thoughts on the show.Learn more about the LeadSmart AI B2B Sales Platform: https://www.leadsmarttech.com/ Join the conversation each week on LinkedIn Live.Want even more insight to the stories we discuss each week? Subscribe to the Around The Horn Newsletter.You can also hear the podcast and other excellent content on our YouTube Channel.Follow us on Facebook, Twitter, Instagram, or TikTok.

Hey CX Nation,In this week's episode of The CXChronicles Podcast #273, we welcomed Varun Sharma, Co-Founder & CEO of Enterpret based in New York, NY. Enterpret provides custom AI to transform how you understand customers – from feedback chaos into clear, confident action. Harness superintelligence that feels like intuition, so your product and CX leaders never miss a signal.The Enterpret platform supercharges teams via advanced LLMs to help brands like Notion, The Farmer's Dog, and Perplexity build better products and experiences.In this episode, Varun and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that his team think through on a daily basis to build world class customer experiences.**Episode #273 Highlight Reel:**1. On a mission to connect product leaders with their customers2. Pioneering customer intelligence with AI 3. Understand your customers wants & needs 4. Creating actionable reporting to lift your CX & EX 5. VOC support to help grow your business Click here to learn more about Varun SharmaClick here to learn more about EnterpretHuge thanks to Varun for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience & contact center space into the future. For all of our Apple & Spotify podcast listener friends, make sure you are following CXC & please leave a 5 star review so we can find new members of the "CX Nation". You know what would be even better?Go tell your friends or teammates about CXC's custom content, strategic partner solutions (Hubspot, Intercom, & Freshworks) & On-Demand services & invite them to join the CX Nation, a community of 15K+ customer focused business leaders!Want to see how your customer experience compares to the world's top-performing customer focused companies? Check out the CXC Healthzone, an intelligence platform that shares benchmarks & insights for how companies across the world are tackling The Four CX Pillars: Team, Tools, Process & Feedback & how they are building an AI-powered foundation for the future. Thanks to all of you for being apart of the "CX Nation" and helping customer focused business leaders across the world make happiness a habit!Reach Out To CXC Today!Support the showContact CXChronicles Today Tweet us @cxchronicles Check out our Instagram @cxchronicles Click here to checkout the CXC website Email us at info@cxchronicles.com Remember To Make Happiness A Habit!!

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What does it take to navigate tariffs, rate cuts, and AI disruption all at once?Hosts Kevin Brown and Tom Burton break down the week's headlines that matter most to manufacturers and distributors, from the U.S. government shutdown and Fed policy to the emerging reality of AI‑driven decision‑making and agentic commerce. Discover why contextual intelligence is now a core leadership skill and how data strategy can turn economic uncertainty into competitive advantage. What You'll Learn:Why the shutdown's “fix” is really a delay until January 31, and how prediction markets like Polymarket quantify that risk The truth about tariffs and refund rumors, and why smart pricing beats policy guessworkWhat the Fed's next decision means for capital, lending, and distribution growth plans How AI‑enabled CRM and customer intelligence platforms deliver clarity from chaos Why leaders who blend economic awareness + data fluency will own the next decade of wholesale innovation Episode Highlights:03 : 12 –  The shutdown “ends”… or does it? Budget reset and political realities behind the deal 16 : 40 –  Prediction markets vs. traditional polls: how Polymarket nailed its forecast 31 : 25 –  Rate‑cut drama: inside the Fed meeting math and the Burton Market prediction 48 : 07 –  Tariff talk decoded, methodology matters more than headlines01 : 03 : 14 – Refunds or fantasy? Legal complexity of tariff paybacks explained01 : 14 : 58 –  AI and contextual intelligence: from theory to tool sets inside LeadSmart Channel Cloud™ 01 : 28 : 47 –  Final takeaways, leadership, data literacy, and the new rules of economic resilience Meet the Hosts:Kevin Brown and Tom Burton are co‑founders of LeadSmart Technologies, creators of LeadSmart Channel Cloud™, an AI‑enabled Customer Intelligence and Smart CRM platform purpose‑built for manufacturers and distributors. They bring decades of experience in distribution operations, software engineering, and data strategy to help leaders turn siloed information into growth insight.Tools & Frameworks Mentioned:LeadSmart Channel Cloud™ — Unified AI CRM for distributors & manufacturers Context Engineering — Aligning AI systems with business intent Agentic Commerce — Autonomous AI workflows for B2B transactions Prediction Markets (Polymarket) — Crowdsourced economic signal analysis Customer Intelligence Framework — Transforming ERP and CRM data into actionable insight Closing Insight:“AI doesn't replace relationships, it reinforces them by removing friction.” — Kevin Brown Leave a Review: Help us grow by sharing your thoughts on the show.Learn more about the LeadSmart AI B2B Sales Platform: https://www.leadsmarttech.com/ Join the conversation each week on LinkedIn Live.Want even more insight to the stories we discuss each week? Subscribe to the Around The Horn Newsletter.You can also hear the podcast and other excellent content on our YouTube Channel.Follow us on Facebook, Twitter, Instagram, or TikTok.

What if your customers can't care about your advanced features because you haven't satisfied their basic needs first? Just like humans need food before philosophy, marketers need specific data in a rigid order – and understanding this hierarchy transformed how Podscan onboards customers.This episode of The Bootstraped Founder is sponsored by Paddle.comYou'll find the Black Friday Guide here: https://www.paddle.com/learn/grow-beyond-black-fridayThe blog post: https://thebootstrappedfounder.com/the-marketers-hierarchy-of-needs-a-framework-for-understanding-customer-intelligence/The podcast episode: https://tbf.fm/episodes/423-the-marketers-hierarchy-of-needs-a-framework-for-understanding-customer-intelligenceCheck out Podscan, the Podcast database that transcribes every podcast episode out there minutes after it gets released: https://podscan.fmSend me a voicemail on Podline: https://podline.fm/arvidYou'll find my weekly article on my blog: https://thebootstrappedfounder.comPodcast: https://thebootstrappedfounder.com/podcastNewsletter: https://thebootstrappedfounder.com/newsletterMy book Zero to Sold: https://zerotosold.com/My book The Embedded Entrepreneur: https://embeddedentrepreneur.com/My course Find Your Following: https://findyourfollowing.comHere are a few tools I use. Using my affiliate links will support my work at no additional cost to you.- Notion (which I use to organize, write, coordinate, and archive my podcast + newsletter): https://affiliate.notion.so/465mv1536drx- Riverside.fm (that's what I recorded this episode with): https://riverside.fm/?via=arvid- TweetHunter (for speedy scheduling and writing Tweets): http://tweethunter.io/?via=arvid- HypeFury (for massive Twitter analytics and scheduling): https://hypefury.com/?via=arvid60- AudioPen (for taking voice notes and getting amazing summaries): https://audiopen.ai/?aff=PXErZ- Descript (for word-based video editing, subtitles, and clips): https://www.descript.com/?lmref=3cf39Q- ConvertKit (for email lists, newsletters, even finding sponsors): https://convertkit.com?lmref=bN9CZw

What happens when tariffs, rate cuts, and AI forecasting collide in the world of wholesale distribution?In this episode, Kevin Brown and Tom Burton break down the latest economic, technological, and policy shifts affecting distributors and manufacturers.From the longest U.S. government shutdown in history to the Supreme Court's pending tariff ruling, they unpack what these changes mean for margins, pricing, and the role of AI-driven customer intelligence in building resilient distribution networks.What You'll Learn:How government shutdowns and rate changes create ripple effects across distributionThe true meaning of a 17.9% average tariff rate, and why not everyone feels it equallyWhy tariff refunds could take years (or never happen at all)How AI-enabled CRM and contextual intelligence are helping distributors gain visibility into customers and pricing gapsWhat smart distributors are doing to balance efficiency, inventory, and profitability heading into 2026Episode Highlights:03:10 – The U.S. government shutdown “ends”… or just gets delayed until January 3115:25 – How prediction markets like Polymarket are shaping economic forecasting27:40 – The Fed's next move: dissenters, inflation targets, and “The Burton Market”43:05 – Tariff talk: why the Supreme Court ruling isn't really about tariffs55:18 – Mark Brohan's article on the 17.9% effective tariff rate and what it means for distributors01:07:34 – Why smaller distributors dependent on wholesalers face steeper challenges01:16:55 – Final thoughts: AI, efficiency, and the future of pricing powerMeet the Hosts:Kevin Brown and Tom Burton are co-founders of LeadSmart Technologies, creators of LeadSmart Channel Cloud™, the industry's first AI-enabled Customer Intelligence and Smart CRM platform built exclusively for manufacturers and distributors.Tools, Frameworks, or Strategies Mentioned:LeadSmart Channel Cloud™ – Unified customer intelligence platform for distributors and manufacturersPolymarket – Decentralized prediction market for economic forecastingYale Budget Lab Study – Analysis of U.S. tariff rates and macroeconomic effectsContext Engineering – Aligning AI systems with business intentCustomer Intelligence Framework – Turning siloed ERP, CRM, and eCommerce data into actionable insightsClosing Insight:“AI doesn't replace relationships, it reinforces them by removing friction.” — Kevin BrownFrom tariff volatility to AI-driven opportunity, this episode explores how distributors can navigate uncertainty with smarter strategy, deeper data, and stronger customer connections.Leave a Review: Help us grow by sharing your thoughts on the show.Learn more about the LeadSmart AI B2B Sales Platform: https://www.leadsmarttech.com/ Join the conversation each week on LinkedIn Live.Want even more insight to the stories we discuss each week? Subscribe to the Around The Horn Newsletter.You can also hear the podcast and other excellent content on our YouTube Channel.Follow us on Facebook, Twitter, Instagram, or TikTok.

Register for Founder University Japan's Kickoff! https://luma.com/cm0x90mkToday's show:Find out why AI is perfectly suited to legal tasks… despite being too fast for “billable hours”On today's TWiST, Alex takes a deep dive into LLM Law with Harvey AI co-founder/president Gabe Pereyra. It turns out, much like software development, doing legal work relies on learning specialized language and sifting through a dense and expansive corpus of information… making it an IDEAL use case for LLMs.Buuuuut AI works so fast… the current structure of legal payments (billable hours) no longer applies. Find out how Harvey is working around these challenges — and what they plan to do if OpenAI decides to get into the legal game — in this fascinating interview.THEN, Alex chats with another AI visionary — OpenRouter co-founder and CEO Alex Atallah — who allows developers to plug and play all the major models into their applications. Find out why specialized LLMs trained for “resourcefulness” are coming into fashion… why benchmarks and evals have become so crucial to the industry… AND whether we'll end up spending as much on AI inference as the human workers it's replacing… in this essential discussion.PLUS Jason stops by for some more Founder Q's!Timestamps:(0:00) Welcome back to TWiST!(1:32) Alex kicks off the show with Harvey AI co-founder and President Gabe Pereyra to talk about applying AI to the legal profession(4:52) How major international law firms (and their enterprise clients) fueled Harvey's mega-growth(6:54) Why LLMs are perfectly suited for legal work(9:24) Enterpret - Enterpret turns feedback noise into Customer Intelligence, so your team knows exactly what to fix and build next. Head to Enterpret.com/twist to book a demo and see it in action.x and build next. Head to Enterpret.com/twist to book a demo and see it in action.(17:22) Looking ahead: expanding beyond the law.(20:42) Uber AI Solutions - Your trusted partner to get AI to work in the real world. Book a demo with them TODAY at Uber.com/twist(21:44) The problem: AI can't charge “billable hours”… it's too fast!(23:44) Will the major AI players like Google and OpenAI build their own version of this?(29:53) Lemon.io - Get 15% off your first 4 weeks of developer time at https://Lemon.io/twist(30:41) Alex welcomes OpenRouter co-founder and CEO Alex Atallah, whose rankings he loves and uses all the time(33:10) Why Alex says we're seeing more specialized LLMs trained for more “resourcefulness”(36:05) How increased competition and diversification makes things tougher for developers(41:09) Alex suggests that new models are exciting for users, like product launches used to be(42:29) OK, let's get into it… How does OpenRouter make money?(45:38) Understanding what kinds of training data the AI companies want the MOST(47:47) The important currency of evals and benchmarks(49:13) Why OpenRouter is ramping up its LLM recommendation engine(53:44) Will AI inference spend end up costing as much as the humans it's replacing?(56:49) Time for a Founder Q! What should founders do about quick vibe-coded competitors?Subscribe to the TWiST500 newsletter: https://ticker.thisweekinstartups.comCheck out the TWIST500: https://www.twist500.comSubscribe to This Week in Startups on Apple: https://rb.gy/v19fcpFollow Lon:X: https://x.com/lonsFollow Alex:X: https://x.com/alexLinkedIn: ⁠https://www.linkedin.com/in/alexwilhelmThank you to our partners:(9:24) Enterpret - Enterpret turns feedback noise into Customer Intelligence, so your team knows exactly what to fix and build next. Head to Enterpret.com/twist to book a demo and see it in action.x and build next. Head to Enterpret.com/twist to book a demo and see it in action.(20:42) Uber AI Solutions - Your trusted partner to get AI to work in the real world. Book a demo with them TODAY at Uber.com/twist(29:53) Lemon.io - Get 15% off your first 4 weeks of developer time at https://Lemon.io/twist

Już 13 listopada SAS, we współpracy z Questus, organizuje Customer Intelligence Inspiration Day – konferencję dla marketerów, którzy chcą wykorzystać pełen potencjał danych i AI. Zarejestruj się:  ⁠Customer Intelligence Inspiration Day RegistrationMarketing nie ma dziś łatwo. Niektórzy już szykują mu pogrzeb, inni mówią, że właśnie przechodzi największe odrodzenie w historii. Rola CMO – dyrektora marketingu – zmienia się na naszych oczach.Znika tradycyjny dział, pojawia się funkcja scalająca dane, technologię, AI i doświadczenie klienta. Ale czy sztuczna inteligencja naprawdę potrafi zrozumieć ludzkie emocje lepiej niż człowiek?Gośćmi Jarosława Kuźniara są:- Prof. dr hab. Robert Kozielski, Chartered Marketer | Uniwersytet Łódzki | Uniwersytet SWPS | założyciel i CEO Questus – jedynego w Polsce akredytowanego centrum the Chartered Institute of Marketing (CIM),- Joanna Aziewicz-Langer, CEE Sales Manager, Customer Intelligence Practice, SAS - odpowiedzialna za rozwój sprzedaży w obszarze Customer Intelligence w Europie Centralnej.Z tego odcinka dowiesz się:- Dlaczego ponad 50% firm upada, bo traci z pola widzenia klienta – nie przez technologię, tylko przez brak empatii.- Jak sztuczna inteligencja staje się bardziej „empatyczna” niż zmęczony człowiek – i co to mówi o przyszłości relacji z klientem.- Czym jest Answer Engine Optimization i dlaczego marketerzy powinni zrozumieć, jak działa wyszukiwarka przyszłości.- Dlaczego mikro momenty i hiperpersonalizacja to klucz do skutecznego marketingu, ale… czasem mniej znaczy więcej.- Jakie błędy popełniają firmy wdrażając AI – i dlaczego wrzucenie chatbota wszędzie to prosta droga do utraty lojalności.Masz pytanie do ekspertów? Możesz je zadać tutaj: https://tally.so/r/npJBAV W aplikacji Voice House Club m.in.:✔️ Wszystkie formaty w jednym miejscu.✔️ Możesz przeczytać lub posłuchać.✔️ Transkrypcje odcinków Serii in Brief z dodatkowymi materiałami wideo.Dołącz: ​​https://bit.ly/VoiceHouseClub Znajdziesz nas też:

Today's show:Jason's been skeptical on Apple lately, but he's BLOWN AWAY by his new iPhone Air.Hear why JCal thinks Cupertino's latest release is “completely inspiring,” and why he's sure it's the next step on the road to Apple Glasses.We're chatting with LAUNCH founder Zach Handshoe of spacial video startup SpatialGen about designing products for Cupertino AND the intense pressure of performing a Steve Jobs-level keynote.PLUS Raiza Martin of Huxe stops by to tell us why they're using audio to make AI assistants more personalized AND proactive, and how they're already getting noticed in an increasingly crowded App Store.AND we've got another Gamma Pitch Competition entrant! Chess Grandmaster Vasif Durarbayli presents his expert-focused app, ChessEver.Timestamps:(2:05) Friend of the pod @ZacharyHandshoe stops by to talk about supporting Apple Immersive Video (and staying up during the AWS outage)(9:37) Enterpret - Turn feedback noise into Customer Intelligence, so your team knows exactly what to fix and build next. Head to Enterpret.com/twist to book a demo and see it in action.(15:55) The iPhone Air can already shoot spatial video! Just part of why Jason calls it a “completely inspiring” product.(21:25) Crusoe Cloud - Crusoe is the AI factory company. Reliable infrastructure and expert support. Visit crusoe.ai/startup to reserve your capacity for the latest GPUs today.(24:30) Jason offers viewers a peek inside LAUNCH's Whisper Network(32:09) Lemon.io - Get 15% off your first 4 weeks of developer time at https://Lemon.io/twist(33:10) Huxe co-founder (and NotebookLM vet) Raiza Martin wants to make your AI assistant more personalized and proactive.(37:14) Why Raiza and her team went with an audio-forward interface instead of a chatbot.(43:25) How Huxe is getting noticed in the App Store as a brand new arrival.(50:25) The big LLMs still aren't great at writing engaging content for humans, so Huxe is doing it themselves.(52:41) Chess Grandmaster Vasif Durarbayli from ChessEver joins us for his Gamma pitch!(54:26) Why Vasif is focusing on very serious players FIRST before appealing to more casual chess fans(1:05:28) Jason thinks ChessEver is at the moment of “triangulation” in their journey to finding Product Market Fit… what do Grandmasters really want?Subscribe to the TWiST500 newsletter: https://ticker.thisweekinstartups.comCheck out the TWIST500: https://www.twist500.comSubscribe to This Week in Startups on Apple: https://rb.gy/v19fcpFollow Lon:X: https://x.com/lonsFollow Alex:X: https://x.com/alexLinkedIn: ⁠https://www.linkedin.com/in/alexwilhelmFollow Jason:X: https://twitter.com/JasonLinkedIn: https://www.linkedin.com/in/jasoncalacanisThank you to our partners:Enterpret - Turn feedback noise into Customer Intelligence, so your team knows exactly what to fix and build next. Head to Enterpret.com/twist to book a demo and see it in action.Crusoe Cloud - Crusoe is the AI factory company. Reliable infrastructure and expert support. Visit crusoe.ai/startup to reserve your capacity for the latest GPUs today.Lemon.io - Get 15% off your first 4 weeks of developer time at https://Lemon.io/twistGreat TWIST interviews: Will Guidara, Eoghan McCabe, Steve Huffman, Brian Chesky, Bob Moesta, Aaron Levie, Sophia Amoruso, Reid Hoffman, Frank Slootman, Billy McFarlandCheck out Jason's suite of newsletters: https://substack.com/@calacanisFollow TWiST:Twitter: https://twitter.com/TWiStartupsYouTube: https://www.youtube.com/thisweekinInstagram: https://www.instagram.com/thisweekinstartupsTikTok: https://www.tiktok.com/@thisweekinstartupsSubstack: https://twistartups.substack.comSubscribe to the Founder University Podcast: https://www.youtube.com/@founderuniversity1916

As companies grow and rely more on technology, they often lose the close connection they once had with customers. This "scaling paradox" creates a distance between business leaders and genuine customer feedback, while frontline teams, who interact with customers daily, are often overlooked. That disconnect makes it harder for your business to stay competitive. In this episode of Doing CX Right®, Stacy Sherman talks to Michael Nguyen, who leads Customer Intelligence at Enterpret and has held key roles at Asana and Figma, about how to turn customer complaints into opportunities for loyalty and profitable growth. You'll learn how modern feedback systems and AI reveal patterns in what customers think and feel, which enables leaders to make smarter, faster business decisions. Michael shares examples from companies he works with, like Canva, that show how "closing the loop" by listening, responding, and learning from every customer drives measurable impact. Listen now to discover proven ways to transform customer pain into your most powerful driver of innovation and success. Learn more at DoingCXRight.com and subscribe to the newsletter for more actionable strategies. Book time with Stacy here.

This week on The Modern Customer Podcast, I'm joined by Michael Nguyen, Head of Customer Intelligence at Enterpret—the AI-powered customer intelligence platform used by leading brands like Chipotle, Notion, and Canva. We talk about how Enterpret helps companies move from fragmented feedback to real-time customer intelligence, including: ✅ Unifying every customer signal across surveys, support, and social channels into one connected system. ✅ Adding business context so insights are clear, relevant, and actionable. ✅ Turning insight into action through real-time alerts and AI-driven visibility. It's a look at how the next generation of customer intelligence is helping leaders make faster, smarter CX decisions. 

Get preliminary Prime Big Deal Day results, a new TikTok shipping integration, and a button that could boost Amazon order values. All this and more buzzing news on this week's episode!  

Too often, product managers work as human middleware between data sources and stakeholders, drowning in analysis instead of making strategic decisions that move the needle. Life is short—you need to get your time back. In this episode, Ross Webb (who built data-driven products generating £50M+ revenue) explores how AI transforms decision-making by automatically analysing customer feedback from every source and synthesising actionable insights whilst you focus on strategy. What You'll Learn: Why extraordinary curiosity is the most important product management skill (and how AI amplifies it)How to adapt frameworks to serve your business instead of constraining itWhy field experience with customers beats desk research every single timeThe customer-obsessed mindset that separates experience leaders from feature buildersHow AI can automate customer feedback analysis and data synthesis from multiple sources Featured Guests: Christoph Bodenstein - Data literacy expert on curiosity-driven analysis and AI transformationHarris Kaldis - Framework adaptation specialist on flexible processes and strategic communicationMichael Cooper - Customer intelligence expert on field experience and direct customer connectionAlba Simon - Customer experience specialist on friction elimination and consumer empathyJoão Moreira - Startup strategy expert on balancing agility with structured product thinking Key Takeaways: The future belongs to PMs who combine AI-powered data processing with deep customer empathyFrameworks should be tools that serve you, not rules that constrain strategic thinkingDaily customer contact should be non-negotiable for any serious product managerAI can handle the heavy lifting of data synthesis, freeing PMs for strategic insight and action Sponsored by FlowFocus AI - The agentic AI system that connects your entire product stack (Jira, Amplitude, PostHog, roadmapping tools, competitive intelligence) and saves product managers 5-10 hours per week. Because life is too short to be human middleware.

Summary IIn this episode of the Customer Service Revolution podcast, Denise Thompson and John DiJulius discuss the importance of personalized customer service and the techniques of 'Secret Service' that can enhance customer experiences. They explore how to implement these techniques effectively, the significance of knowing clients personally, and the evolution of customer service terminology. The conversation also highlights memorable customer service experiences and the impact of community in customer relationships. Takeaways Personalization in customer interactions is crucial. Utilizing CRM systems can enhance customer relationships. Listening to customers can reveal valuable insights. Sending personalized follow-ups shows genuine care. The 'Ford' method helps in remembering client details. Creating a community around your service fosters loyalty. The evolution of customer service terminology reflects industry growth. Memorable experiences can significantly impact customer loyalty. Secret Service techniques can differentiate your business. Chapters 00:00Welcome and Introduction to Customer Experience 01:11Building Personal Connections with Clients 05:21Understanding Client Goals and Interests 09:41The Importance of Data Entry and CRM Systems 14:14Creating a Community Through Customer Relationships 21:49The Evolution of Secret Service to Customer Service Revolution Links Six Reasons Your CX Plummets When Your Business Skyrockets, and How to Fix It: https://thedijuliusgroup.com/download-reasons-your-customer-experience-plummets/ Customer Experience Executive Academy: https://thedijuliusgroup.com/project/cx-executive-academy/ Employee Experience Executive Academy: https://thedijuliusgroup.com/project/exea/ Interview Questions: https://thedijuliusgroup.com/resources/ The DiJulius Group Methdology: https://thedijuliusgroup.com/x-commandment-methodology/ Experience Revolution Membership:  https://thedijuliusgroup.com/membership/ Schedule a Complimentary Call with one of our advisors:  tdg.click/claudia Secret Service Blog:  https://thedijuliusgroup.com/secret-service-turns-20-and-the-dijulius-group-is-born-with-superior-customer-service-as-the-single-biggest-competitive-advantage/ Subscribe We talk about topics like this each week; be sure to subscribe wherever you listen to podcasts so you don't miss an episode.

Send us a textIn this compelling conclusion to our three-part series, Eleni Vorvis delves into the transformative role of artificial intelligence in strengthening the partnership between Customer Success and Product Management teams. Discover how AI is revolutionizing customer feedback analysis, product usage tracking, and strategic decision-making in SaaS organizations.Detailed AnalysisThe discussion illuminates several crucial aspects of AI integration in the CS-Product relationship. Vorvis emphasizes that AI is becoming an indispensable tool for identifying usage patterns and automating customer feedback analysis across multiple channels, including support tickets, NPS surveys, and social media. She highlights how AI-powered solutions are evolving to provide more sophisticated in-app guidance and chatbot interactions, potentially reducing the need for direct CSM intervention in routine matters.A particularly noteworthy insight is the emergence of AI tools specifically designed for data-driven roadmap prioritization. These solutions are beginning to bridge the gap between sales insights, CRM data, and customer feedback, enabling more informed product decisions. However, Vorvis cautions against falling into the trap of tool overwhelm, advocating for a measured approach starting with accessible AI solutions like ChatGPT or Claude.The conversation also touches on the strategic importance of AI literacy in modern CS and Product Management roles. Vorvis predicts that AI expertise will become a standard requirement in job descriptions, positioning it as a competitive advantage for professionals in these fields. This shift reflects a broader trend toward data-driven decision-making and automated intelligence in SaaS operations.The hosts and guest share a compelling perspective on the rapid pace of AI advancement in the industry, noting how new tools and capabilities are emerging at an unprecedented rate. They emphasize the importance of maintaining a learning mindset and starting small with AI adoption, suggesting that even simple applications can deliver significant value.Now you can interact with us directly by leaving a voice message at https://www.speakpipe.com/CustomerSuccessPlaybookPlease Like, Comment, Share and Subscribe. You can also find the CS Playbook Podcast:YouTube - @CustomerSuccessPlaybookPodcastTwitter - @CS_PlaybookYou can find Kevin at:Metzgerbusiness.com - Kevin's person web siteKevin Metzger on Linked In.You can find Roman at:Roman Trebon on Linked In.

One of the ways that I describe experience design, and more specifically for the purposes of this episode customer experience, is by asking people to imagine the worst customer experience that they have had. And unfortunately for all of us, there are a lot of them.It is probably easy to remember the bad experiences. But what about our best experiences. The times that we felt cared for, appreciated, thought of, where someone did something that made us feel valued.The job of the experience design and CX profession is, in part, to make the positive experiences common and make the negative experiences exceedingly rare. There is a lesson in Buddhism "that life is inherently full of suffering and that it's impossible to live without it.” But even though life is full of suffering, that doesn't mean that our customer experiences have to be. To talk us through these points, we welcome Valerie Peck to the Experience by Design studios. For those in customer experience, Valerie Peck is a well known thought leader. And for sure Valerie has some thoughts about the state of CX and whether companies really care about customers despite their vocal assurances. We talk about creating experiences versus pushing products, and how being solely about profit can lead to cutting experiential corners. We discuss whether companies really want to have a relationship with their customers, or just perhaps a passing acquaintance. When companies give customers surveys, do they really want to know what customers think? Or is a survey the best way of doing nothing? Valerie has thoughts on CX consulting and the challenge of working with clients that don't get it, and frankly don't want to. We explore companies like Southwest and Boeing who “got it”, only to lose it in the pursuit of profit at the expense of experience rather than because of it. Finally, Valerie describes applied customer intelligence, the upcoming CX reckoning, why companies should be more like minor league baseball, and how she helps companies stop abusing their customers so that they come back Valerie Peck LinkedIn - https://www.linkedin.com/in/valerie-peck-4b143/

I am excited to share my conversation with guest Catherine O'Leary, owner and founder of Client Intelligence Agency, on this episode of the Ready Yet Podcast. Join us as we dive into the crucial role of understanding and listening to your ideal clients, using Tupperware's recent bankruptcy as a cautionary tale. Discover how failing to adapt to consumer needs can spell disaster, and learn actionable insights to stay ahead of your competition. GUEST RESOURCESCatharine O'Leary, known as the 'Quiz Queen,' is an expert in client engagement. With over three decades in market research and consumer insights, she specializes in attracting ideal clients and boosting revenue. Her approach uses questions to foster strong client relationships and grow businesses. Join her mission to harness the power of curiosity to connect with your ideal clients.Learn how to create and launch your first or next quiz for free here:  https://yourfreequiz.comhttps://catharineoleary.comhttps://www.linkedin.com/in/catharineoleary Forge Your Path. Unlock Your Power. Unleash Your Potential. You're invited to join me on a journey in January 2025! Intention IgnitedFuel Your Focus

Tanya Thomas is a Certified Customer Experience Professional (CCXP) and VP of Client Experience Management and UX Design at Experian Health. She's brings years of experience in the CX world at one of the largest organizations in the world, Experian. Known as one of the big three credit bureaus, Experian Health is a major player in the healthcare market. In this episode Tanya shares some great gems including: Customer Intelligence and Market Trends: Tanya emphasized the importance of gathering deep customer intelligence beyond just basic operational feedback. By understanding user behaviors within software tools, monitoring market and industry trends, and exploring customer pain points, organizations can better anticipate and meet evolving customer expectations. This intelligence is crucial for staying ahead in the market and continually disrupting sectors like healthcare, where incremental improvements can significantly enhance user experience. Mobilizing Action with Customer Insights: Tanya underscored the necessity of converting customer insights into actionable plans. It's not enough to gather data; organizations must ensure it permeates throughout the company and drives accountability. One effective approach she highlighted was prioritizing key pain points and integrating them into the strategic priorities discussed by the executive leadership team. This ensures that actions are taken on feedback, and systematic improvements are made to enhance customer experiences. Collaborative Leadership and Influencing Change: Tanya discussed the importance of partnership and collaborative leadership in driving CX initiatives. Instead of trying to be the hero, it's more effective to be the guide. She shared how cultivating relationships with key stakeholders, including finance teams and executive leaders, and deeply understanding the business can help in getting buy-in for CX initiatives. By using data to support the narrative and speaking the language of business success, CX leaders can influence positive change and ensure that improvements are not only implemented but also aligned with the broader organizational goals. Meet Tanya: She is a strategic experience management leader driving customer focus and impactful change for over 15 years in roles spanning the retail and entertainment industry, financial services, and healthcare. She aspires to ignite those around her with a sense of purpose and to be an example of authenticity and integrity. She has had a natural inclination toward creating seamless and delightful experiences, as well as an entrepreneurial spirit, for as long as she can remember. She would be the kid that wanted to pass out fresh fruit at garage sales or bring her own creative activities and supplies to babysitting gigs to ensure repeat business. When she was old enough for "real jobs," she set her sights on companies like Nordstrom and Disney, which further fueled her relentless dedication to the customer and her curiosity for what makes some brand experiences stand apart from the rest. Along the way, she picked up an obsession with optimizing technology to increase efficiency, and she is addicted to the rush of collaborative problem-solving. Her greatest joy, however, comes from inspiring and motivating others toward their best work and being a force of positive momentum in everything she does.

Tanya Thomas is a Certified Customer Experience Professional (CCXP) and VP of Client Experience Management and UX Design at Experian Health. She's brings years of experience in the CX world at one of the largest organizations in the world, Experian. Known as one of the big three credit bureaus, Experian Health is a major player in the healthcare market. In this episode Tanya shares some great gems including: Customer Intelligence and Market Trends: Tanya emphasized the importance of gathering deep customer intelligence beyond just basic operational feedback. By understanding user behaviors within software tools, monitoring market and industry trends, and exploring customer pain points, organizations can better anticipate and meet evolving customer expectations. This intelligence is crucial for staying ahead in the market and continually disrupting sectors like healthcare, where incremental improvements can significantly enhance user experience. Mobilizing Action with Customer Insights: Tanya underscored the necessity of converting customer insights into actionable plans. It's not enough to gather data; organizations must ensure it permeates throughout the company and drives accountability. One effective approach she highlighted was prioritizing key pain points and integrating them into the strategic priorities discussed by the executive leadership team. This ensures that actions are taken on feedback, and systematic improvements are made to enhance customer experiences. Collaborative Leadership and Influencing Change: Tanya discussed the importance of partnership and collaborative leadership in driving CX initiatives. Instead of trying to be the hero, it's more effective to be the guide. She shared how cultivating relationships with key stakeholders, including finance teams and executive leaders, and deeply understanding the business can help in getting buy-in for CX initiatives. By using data to support the narrative and speaking the language of business success, CX leaders can influence positive change and ensure that improvements are not only implemented but also aligned with the broader organizational goals. Meet Tanya: She is a strategic experience management leader driving customer focus and impactful change for over 15 years in roles spanning the retail and entertainment industry, financial services, and healthcare. She aspires to ignite those around her with a sense of purpose and to be an example of authenticity and integrity. She has had a natural inclination toward creating seamless and delightful experiences, as well as an entrepreneurial spirit, for as long as she can remember. She would be the kid that wanted to pass out fresh fruit at garage sales or bring her own creative activities and supplies to babysitting gigs to ensure repeat business. When she was old enough for "real jobs," she set her sights on companies like Nordstrom and Disney, which further fueled her relentless dedication to the customer and her curiosity for what makes some brand experiences stand apart from the rest. Along the way, she picked up an obsession with optimizing technology to increase efficiency, and she is addicted to the rush of collaborative problem-solving. Her greatest joy, however, comes from inspiring and motivating others toward their best work and being a force of positive momentum in everything she does.

En este episodio de Los Dioses Responden, continuamos con una verdadera máster del marketing y la innovación: Fernanda Pérez, Jefa de Integrated Marketing Communications en Telefónica Movistar. Fernanda nos comparte su impresionante camino profesional, donde ha recorrido diversas industrias, desde la música y entretenimiento hasta fintech y telecomunicaciones. Un Viaje de Diversidad y AprendizajeFernanda comenzó en Warner Music México, abriendo el departamento digital para gestionar las redes de artistas icónicos como Luis Miguel y Maná. Su experiencia abarcó desde negociaciones con iTunes y PlayStation hasta el lanzamiento de campañas en redes sociales para aumentar la visibilidad de sus artistas. Su visión fresca y estrategia innovadora hicieron de su tiempo en Warner una etapa inolvidable. Marketing en Evolución y Nuevos RetosEl recorrido profesional de Fernanda siguió en Warner Media, donde gestionó marketing para Warner Channel en Latinoamérica. Aquí impulsó el contenido en plataformas digitales, logrando llevar eventos icónicos como los Oscars a TikTok para conectar con una audiencia joven. ¿¡¿Tons sí se puede hacer una carrera gracias a TikTok?!? Del Entretenimiento a Fintech y TelcosFernanda luego incursionó en el mundo fintech, colaborando en el lanzamiento de nuevas marcas financieras y asumiendo retos en Rappi, hasta que se unió a Telefónica Movistar. Su habilidad para adaptar estrategias de marketing en sectores tan distintos resalta su pasión por la innovación y su habilidad para enfrentar cambios constantes. Su filosofía: “flexibilidad y colaboración,” le permite llevar ideas frescas y a prueba de futuro a cada nuevo proyecto. Estudios y Actitud: Las Claves del Éxito en MarketingAdemás de su amplia experiencia laboral, Fernanda se ha preparado en áreas de vanguardia como Customer Intelligence y Data, integrando el poder de los datos en sus campañas. Según Fernanda, la clave para sobresalir en el marketing no radica solo en el conocimiento teórico, sino en la actitud y la disposición para aprender.

For part one of this on-site podcast from Constellation Connected Enterprise 2024, we have the triumphant return of Jon's sparring partner and occasional enterprise muse Esteban Kolsky, who has launched a new customer intelligence venture with Alan Berkson. Why? And how has this re-inspired Kolsky? We get into the context of the stale and/or noisy approach to enterprise advisory, and how Kolsky found a way out of his LinkedIn AI vinegar posts, without backing down from his AI criticism. Note: the AI part of this conversation, including how active inference AI shook up CCE 2024, is in the shorter companion podcast. Note: if you believe in unscripted, unsponsored unfiltered enterprise convos like these, consider a rating or share, it matters.

For part one of this on-site podcast from Constellation Connected Enterprise 2024, we have the triumphant return of Jon's sparring partner and occasional enterprise muse Esteban Kolsky, who has launched a new customer intelligence venture with Alan Berkson. Why? And how has this re-inspired Kolsky? We get into the context of the stale and/or noisy approach to enterprise advisory, and how Kolsky found a way out of his LinkedIn AI vinegar posts, without backing down from his AI criticism. Note: the AI part of this conversation, including how active inference AI shook up CCE 2024, is in the shorter companion podcast. Note: if you believe in unscripted, unsponsored unfiltered enterprise convos like these, consider a rating or share, it matters.

Colin spricht mit Sebastian Bomm, er ist Director User Experience & Customer Intelligence bei ROSE Bikes und Geschäftsführer ROSE Digital. ROSE Bikes wurde 1907 gegründet - damals noch als kleiner Fahrradladen. 1982 brachten sie den ersten Katalog heraus und den Einstieg ins E-Commerce (1996) beschreibt Sebastian als Meilenstein. Mittlerweile sind sie Produzent von Fahrrädern, v.a. Rennräder, Gravelbikes und Mountainbikes. ROSE Bikes ist einerseits Dinosaurier (vor über 100 Jahren gegründet) und andererseits "neu am Markt" (Produzent). Es geht in der Folge - um das Spannungsfeld Familienunternehmen und Modernität - wie man in einen eigentlich gesättigten Markt reinkommt - was Experience heutzutage ausmacht - warum die Kultur so entscheidend ist Hört euch die Folge an und erfahrt, warum Experience Design das neue Corporate Design ist.

Joel Passen is a proven technology entrepreneur & Founder of Sturdy.AI. In this episode, we dive into the future of AI in Customer Intelligence, discussing the ways that customer data can become more accessible and actionable. Just how crucial of a role will AI have when it comes to businesses interacting with & understanding customers? What are some myths surrounding these new tools? Find out more in this episode!   Connect with Joel - https://www.linkedin.com/in/joelpassen/ Watch her podcast https://www.youtube.com/@therebekahpanepintoproject Become a CX Insider -  https://www.linkedin.com/company/cx-insider/ Check out our website - https://cxinsider.com/  Thank you to our sponsor! - https://www.acftechnologies.com/en-gb/?utm_source=CXI_Joel_Passen_112 

Gary Hawkins is a visionary and retail industry treasure whose deep industry knowledge combines operational experience and technology savvy to provide a unique perspective. Gary joins Michael to discuss his fourth book, coming this April but available for pre-order now, "Bionic Retail: How to Thrive in an Exponential World." About GaryGary Hawkins has been described as a visionary and retail industry treasure, whose deep knowledge of the industry combines with operational experience and technology savvy to provide a perspective that is completely unique.His Odyssean journey across retail began three decades ago, driven by a vision to use data and technology to transform retail, returning the massive industry to its customer birthright. That inspiration in turn gave rise to successive waves of innovation that continue today. Along the way he's decimated countless industry practices on a relentless march into the future. That work has taken him to five different continents, helping premier retailers and CPG brand manufacturers discover and understand new technologies while helping the creators of new capabilities understand the massive and dynamic consumer goods retail industry.Today, drawing from his experiences and learning, Hawkins and his team have created a powerful blueprint to help the retail industry thrive in an exponential world. Retailers have a unique opportunity to set aside outdated beliefs and use accelerating innovation and never-before-possible capabilities to create a powerful vision for retail's future.Hawkins leverages his expansive industry view, and early insight into disruptive technology, as a sought-after keynote speaker at conferences in the U.S. and around the world. Hawkins is the author of Building the Customer Specific Retail Enterprise; Customer Intelligence; Retail in the Age of I, and Bionic Retail, along with myriad articles and white papers. Hawkins lives in Colorado with his wife Heather, and Remington, their Bernese Mountain dog. About MichaelMichael is the Founder & President of M.E. LeBlanc & Company Inc. and a Senior Advisor to Retail Council of Canada and the Bank of Canada as part of his advisory and consulting practice. He brings 25+ years of brand/retail/marketing & eCommerce leadership experience with Levi's, Black & Decker, Hudson's Bay, Today's Shopping Choice and Pandora Jewellery. Michael has been on the front lines of retail industry change for his entire career. He has delivered keynotes, hosted fire-side discussions with C-level executives and participated worldwide in thought leadership panels. ReThink Retail has added Michael to their prestigious Top Retail Experts list for 2024 for the third year in a row.Michael is also the president of Maven Media, producing a network of leading trade podcasts, including Canada's top retail industry podcast, The Voice of Retail. He produces and co-hosts Remarkable Retail with best-selling author Steve Dennis, now ranked one of the top retail podcasts in the world. Based in San Francisco, Global eCommerce Leaders podcast explores global cross-border issues and opportunities for eCommerce brands and retailers. Last but not least, Michael is the producer and host of the "Last Request Barbeque" channel on YouTube, where he cooks meals to die for - and collaborates with top brands as a food and product influencer across North America.

CEOs, are your metrics telling the whole story of your company's health? Susan Finch poses this vital question to her guest, customer intelligence expert Laura Patterson, in this episode. Laura spotlights critical yet overlooked metrics beyond sales and profit — brand equity and customer value. These interlinked measures provide unparalleled visibility into your company's ability to attract, retain, and expand customer relationships over time. According to Patterson, savvy executives harness these advanced analytics to steer product innovation, segment customers precisely, model business impacts, and ultimately make decisions that accelerate growth. Connecting the dots between these additional metrics and concrete outcomes gives you the power to future-proof your organization amid disruption. Will you lead with expanded metrics to propel competitive advantage? The insights in this episode equip you to do so. The intro focuses on the bottom-line benefits of the discussed metrics for CEOs and uses Laura Patterson's expertise to compel leaders to incorporate broader intelligence.  Links from this episode: VisionEdge Marketing Laura Patterson on LinkedIn Speaking Workshop Advisory Services About Laura Patterson: Laura Patterson has believed in the power of customer-centricity since childhood, when she sold chocolates door-to-door. She founded the growth strategy firm VisionEdge Marketing in 1999 to help companies reap the rewards of a customer focus. Patterson has severed as director of customer marketing and brand strategy, customer relationship manager, customer marketing initiative lead, and customer loyalty architect for companies like Motorola. An award-winning author and speaker, she shares her expertise through books, interactive workshops, research, and advisory services to boards and executives. Patterson is passionate about enabling businesses to accelerate growth through four key game-changers: better growth strategies, organization-wide customer-centricity, performance measurement, and operational excellence. With over 25 years helping companies implement these customer-first approaches, her mission remains unchanged - inspire organizations to fully leverage customer intelligence for sustainable success.  

This episode is sponsored by Data Courage.   When our guests, Tristan Threlkeld and Madison Hillend, talk about AI-enabled apps for Dynamics 365 Business Central, they aren't surprised to hear different responses from Microsoft customers and partners.   The Data Courage team will be at Summit North America 2023 in October to talk more about their two key solutions for Business Central, AI Item Intelligence and AI Customer Intelligence. They tell us about what attendees can expect from the team, and they update us on the work that has gone into building new solutions atop standard Business Central data models and business logic   More from Data Courage: We are excited to see everyone at Summit this year! Stop by Data Courage booth 2017 at Summit and learn how you can get Item Insights or Customer Intelligence with complimentary Power BI Dashboards free for 30 days. We would love to chat about all things AI too. Hope to see you there!

A new study by Axiom known as Customer Intelligence explores how well you understand your customers. In spite of a broad understanding about the value of customer data and customer analytics, many businesses simply aren't paying attention to it, leaving an opening for their competition.

Will 2023 really be any different in marketing? According to SAS' Mike Turner, yes it will. In this episode of the Reimagine Marketing podcast, Brian welcomes colleague Mike Turner to discuss his recent MarTech Series article and to dive a little deeper into the four main areas of marketing where Mike sees change happening in 2023.  Brian and Mike discuss sustainability, the merger of real world and digital, the dawn of data realization and the evolution from Next Best Action to Next Best Engagement.   Here are some complementary assets:  [MarTech Series Article by Mike Turner] 2023…Will It Really Be Any Different? Yes, Yes It Will.  Levi Strauss & Co. crafts better customer experiences through big data and analytics  [Global Report] Cracking Tomorrow's CX Code: Real-time customer intelligence for exceptional experience  Connect with Mike on LinkedIn: https://www.linkedin.com/in/mike-e-turner/   Check out additional episodes of the Reimagine Marketing podcast series at reimagine-marketing.transistor.fm. Subscribe to the Reimagine Marketing podcast so you never miss a future episode.   Visit sas.com/reimaginemarketingpodcast to learn more about our guests, upcoming episodes and more.   If you'd like to be a guest on a future episode, have an idea for a future topic or would like to share feedback about our Reimagine Marketing podcast, send us an email: reimaginemarketingpodcast@sas.com.    About our host: Brian Alfond is a principal solutions architect in the SAS Global Customer Intelligence Practice. From his start creating marketing content, through managing international marketing teams, to becoming one of the leading marketing operations consultants in the world, Brian Alfond brings over 20 years of Marketing Experience to helping his customers solve all their Marketing business challenges.  A natural problem-solver, Brian understands that all the technology in the world is not going to fix a broken process, nor unite disjointed teams. By uniting organization dynamics knowledge with strong process re-engineering skills, he partners with his customers to design elegant and efficient solutions to their complex issues. With this approach, he has helped transform the Marketing operations of customers ranging in size from small Mom and Pops to Fortune 100 companies.  Brian has a Bachelor of Arts from the University of Massachusetts, is an accomplished musician, and a frustrated stand-up comedian.  About our guest: As a multi award winner and with more than 25 years of experience in the field of Customer Intelligence, Mike has led many successful projects for international blue-chip companies. Holding collaboration and innovation as core disciplines in delivering value to his clients, Mike has experience across multiple market sectors. He has brought together skills from academia, start-up and commercial organizations to help resolve business problems in current operations and in future roadmap strategies for many businesses.  With SAS, Mike helps clients to understand the future direction of Customer Intelligence and how this will be impacted by the rapid change and growth in technology and consumer expectations. He works across topics such as the internet of things, algorithmic decisioning, open and collaborative data strategies and next generation marketing considering artificial intelligence and machine learning. 

This week's guest is a true veteran of the data industry (and one of the first people we interviewed on the Data Futurology podcast!). Sandra Hogan has some of the deepest and most experienced views on how data teams can effectively engage with their organisations. Fifteen years ago, she was the Director of Customer Intelligence at Telstra, and in the years since she has seen data grow as a priority, and the status of data teams within those organisations that look to take a disruptive and leadership position in the market increase in-kind. Sandra is now the Co-Founder and Data Analytics Lead of Amperfii, an organisation that provides analytics that helps data teams measure and articulate their value back to the organisation. In this podcast, she shares insights on how she has managed teams and encouraged their deeper participation in the organisation.  Sandra also talks about how data teams can be motivated, where they should be focusing their energies within increasingly busy organisations. She discusses how critical it is for data teams to be involved as early into the process as possible. “You need to pick the areas where you say ‘okay, these are the big strategic things, and these are the pieces of work that I actually think really make a difference to the business,' and focus on them,” Sandra explained in the podcast. “Even if it's only 20, or 30 percent of what you do, it's going to actually be a lot more than what you're trying to show otherwise.” To hear more from Sandra, we are privileged to have her speaking at our Advancing AI conference in Melbourne. Click here for more information and to register to attend what will be an insightful and thought-provoking event in Melbourne, from May 3-4. Thank you to our sponsor Talent Insights Group! Connect with Sandra: https://www.linkedin.com/in/sandra-hogan-9409421/ Learn more about Amperfii: https://www.amperfii.com/ Join Sandra at Advancing AI Melbourne: https://www.datafuturology.com/advancing-ai-melbourne Join our Slack Community: https://join.slack.com/t/datafuturologycircle/shared_invite/zt-z19cq4eq-ET6O49o2uySgvQWjM6a5ng WHAT WE DISCUSSED 0:00: Introduction 2:16 Reflecting on Sandra's experience in the industry, including lessons learned in analytics and leadership. 09:51: What are the drivers and motivators that are behind the dynamics within analytics teams at the moment? 15:32: What are the main hurdles and challenges that data teams face when aiming to maximise their impact on the organisation? 25:33: How can data teams become more involved earlier in the process, and why is this important for outcomes and team motivation? 34:15: How can organisations prove and track the value of the analytics team? 40:21: Why a “conga line” is a great analogy for the role of data teams. 43:45: Why being able to capture and articulate the value of projects is so critical to data teams. 46:02: Conclusion and final thoughts. --- Send in a voice message: https://podcasters.spotify.com/pod/show/datafuturology/message

The lending industry can definitely benefit from customer intelligence, which uses data science, machine learning, and artificial intelligence to gain insights about customers and how they can be served better. In today's episode, Total Expert CEO Joe Welu joins David Lykken and shares the innovative solutions of the Total Expert fintech system. Joe explains how data-driven businesses take the lead in today's lending market. Tune in to find out how to take advantage of customer intelligence, data science, and AI to drive any financial services business forward.

The more that you know your customers, the better. That's Marketing 101. As marketing attribution becomes increasingly more challenging, companies will need new tools to identify and engage prospects. Getting this type of customer intelligence will allow them to make better and faster marketing, advertising, and sales decisions. On the Marketing Spark podcast, Clearbit CMO Kevin Tate talks about how companies can use technology to identify their ideal customer profiles (ICPs), how to gain insight into what customers and prospects are thinking and the questions being asked, and how to identify Website visitors who don't provide any contact information. We also took a look at Clearbit's marketing activities - content marketing and free tools.

In this episode of the Reimagine Marketing podcast, Brian welcomes Kate Parker, SAS' director of markets and growth for SAS Customer Intelligence. Brian and Kate discuss why change is such a challenge – whether you're renovating your kitchen, moving to a new room at day care or implementing a new martech stack. How do you adapt in times of constant change? It's not easy, but it just might be simple. Listen as Brian and Kate share the importance of identifying the why behind any change and the significance of communication.Here are some complementary assets to help you on your journey of reimagining change management:  [Whitepaper] Delivering Experiences That Win Business and Build Loyalty: CX Champions Share Their Strategies  [Video Series] Know This? Or No to This? Find out which marketing trends are worth paying attention to – and which ones you should pass on.  [Resources] Experience 2030: Learn more about what defines today's customer experience and how consumers and brands will evolve through the year 2030.  Check out additional episodes of the Reimagine Marketing podcast series at reimagine-marketing.transistor.fm.   Subscribe to the Reimagine Marketing podcast so you never miss a future episode.   Visit sas.com/reimaginemarketingpodcast to learn more about our guests, upcoming episodes and more.   If you'd like to be a guest on a future episode, have an idea for a future topic or would like to share feedback about our Reimagine Marketing podcast, send us an email: reimaginemarketingpodcast@sas.com.   About our host: Brian Alfond is a principal solutions architect in the SAS Global Customer Intelligence Practice. From his start creating marketing content, through managing international marketing teams, to becoming one of the leading marketing operations consultants in the world, Brian Alfond brings over 20 years of Marketing Experience to helping his customers solve all their Marketing business challenges.A natural problem-solver, Brian understands that all the technology in the world is not going to fix a broken process, nor unite disjointed teams. By uniting organization dynamics knowledge with strong process re-engineering skills, he partners with his customers to design elegant and efficient solutions to their complex issues. With this approach, he has helped transform the Marketing operations of customers ranging in size from small Mom and Pops to Fortune 100 companies.Brian has a Bachelor of Arts from the University of Massachusetts, is an accomplished musician, and a frustrated stand-up comedian.  About our guest: Kate Parker is the director of markets and growth for SAS Customer Intelligence at SAS. She has more than 15 years of experience in marketing as a cross-industry marketing advisory consultant, marketing technology systems implementer and as a martech solutions architect.In her current role, Kate works with her team to define and manage the go-to-market strategy for both Customer Intelligence product marketing and customer advisory enablement. Kate focuses on translating solution capabilities and differentiators into business value that is easily understood and appreciated by prospects and customers who are working through their own strategic transformation initiatives.

The gag is simple: One magic wand, one magic wish. What would you do to change the Talent Acquisition landscape to make it better? We were at HR Tech 2022 asking industry leaders about their opinions on this crazy industry and how to improve it.Guest Joel Passen of Sturdy.ai talks with William Tincup about customer intelligence technology and how to help product teams get an honest opinion of the customer.This #HRTechConf 2022 series was hosted and brought to you by our friends and partners at Joveo!

The CX Goalkeeper had the great opportunity to interview Miles C. ThomasLinkedIn Headline: Chief Experience Officer - Creating Customer Centric Companies -Global customer service & experience leader - Contributing author CX3 - Chair of CX Judges - Top CX Influencer 2021/22Highlights:00:00 Game Start01:18 Miles' Introduction02:28 Miles' Values04:10 Holistic Experiences05:10 The Holistic Experiences Model: CX Strategy, Leadership & Culture, Customer Intelligence, Employee Empowerment & Experiences and Service Experience09:35 Assessment & Next steps10:40 The biggest potential is in Customer Intelligence11:25 The defining of a great Service Experience13:55 The Role of Employees15:20 Leadership & Culture - Servant Leadership17:00 What does happen after the assessment of the 5 pillars?19:22 What we are discussion about CX in 10 years?21:55 Miles' book suggestion22:30 Miles' contact details23:05 Miles' Golden Nuggetand much more... www.cxgoalkeeper,com/MilesCThomas2His Contact Details:https://www.linkedin.com/in/milesct/https://www.customerstart.com/Thank you, Miles!#cxgoalkeeper #customerexperience #podcast #leadership

Welcome back to Season 2, Episode 139 of the Asian Hustle Network Podcast! We are very excited to have Gaurav Bhattacharya on this week's show. We interview Asian entrepreneurs around the world to amplify their voices and empower Asians to pursue their dreams and goals. We believe that each person has a message and a unique story from their entrepreneurial journey that they can share with all of us. Check us out on Anchor, iTunes, Stitcher, Google Play Music, TuneIn, Spotify, and more. If you enjoyed this episode, please subscribe and leave us a positive 5-star review. This is our opportunity to use the voices of the Asian community and share these incredible stories with the world. We release a new episode every Wednesday and Saturday, so stay tuned! Gaurav Bhattacharya is CEO and co-founder of involve.ai, a Customer Intelligence platform to empower companies with AI-based Customer Intelligence that drives Transformational Growth. He actively participates in the Los Angeles tech innovation ecosystem through panel discussions and mentoring. Bhattacharya started his career by founding a medical software business while still in high school. He is a Forbes 30 under 30 alum and an accomplished technology leader speaking at major conferences and authoring several publications in this space. To stay connected within the AHN community, please join our AHN directory: bit.ly/AHNDirectory --- Support this podcast: https://anchor.fm/asianhustlenetwork/support

Every point of engagement is an opportunity for a brand to learn and gain better customer intelligence. Joyce Turner joins the Real Identity podcast to discuss brands taking an untraditional approach to capturing more consumer engagement by breaking out of their normal channels. Acxiom's Identity solution should be an asset for every brand to capture these data points and continuously learning the best way to curate, create and manage the ultimate customer experience.

In our Hot Topic this week we have Joe Welu,  founder and CEO of Total Expert to discuss how we've witnessed such a significant shift in the market and why it's shifting even more quickly with rates rising and refinances decreasing, as well as what the opportunity is for lenders from Joe's vantage point. Joe has a unique vantage point of having 15 of the top 25 US banks and the lenders already as customers, and he is seeing what successful companies are already doing to leverage the data insights to impact their business. He will share with our listeners what he has observed! To read more about this episode click here!! In our Hot Topic this week we have Joe Welu,  founder and CEO of Total Expert to discuss how we've witnessed such a significant shift in the market and why it's shifting even more quickly with rates rising and refinances decreasing, as well as what the opportunity is for lenders from Joe's vantage point. Joe has a unique vantage point of having 15 of the top 25 US banks and the lenders already as customers, and he is seeing what successful companies are already doing to leverage the data insights to impact their business. He will share with our listeners what he has observed! To read more about this episode click here!!

In our Hot Topic this week we have Joe Welu,  founder and CEO of Total Expert to discuss how we've witnessed such a significant shift in the market and why it's shifting even more quickly with rates rising and refinances decreasing, as well as what the opportunity is for lenders from Joe's vantage point. Joe has a unique vantage point of having 15 of the top 25 US banks and the lenders already as customers, and he is seeing what successful companies are already doing to leverage the data insights to impact their business. He will share with our listeners what he has observed! To read more about this episode click here!!

We are doing a special series of episodes leading up to Rocketlane's Propel22, the world's first customer onboarding conference, in which we will talk to many of the Propel22 conference speakers to preview their talks and see what we can do to further the customer onboarding category. We all know that the best thing we can do the help customers be successful is set them up for success right from the start. Mary Poppen is the Chief Strategy & Customer Officer at involve.ai, which helps companies prevent churn, grow revenue, and deliver customer outcomes with customer intelligence. Register for Propel22: https://rocketlane.com/propelMore about ServiceRocket:Visit ServiceRocket.com: https://www.servicerocket.com/On Linkedin: https://www.linkedin.com/company/servicerocket/On Twitter: https://twitter.com/servicerocketOn Facebook: https://www.facebook.com/ServiceRocket/On Instagram: https://www.instagram.com/servicerocket/ Subscribe at helpingsells.substack.com

Daniel Burstein spoke to Dr. Michael Solomon, Professor of Marketing, Saint Joseph's University (https://www.sju.edu/) in Episode #4.Some lessons that emerged in the discussion: Don't overlook unconventional sources of data. When Dr. Solomon worked with Levi Strauss on the psychology of blue jeans, he learned a lot by poring through letters customers had written to the company over 150 years.  Interact as much as possible with real consumers when you're developing a new product. Dr. Solomon's team observed how users struggled with a popular cleaning product from Black & Decker. By making a simple design change that didn't occur to the engineers, this brand became the market leader in its category. Get frequent reality checks from customers. As an author of several marketing textbooks, Dr. Solomon discovered that his frame of reference is not the same as his readers (typically college students). For example, when he discussed cultural events like 9/11, he had to remind himself that his readers were infants when this occurred.Dr. Solomon also shared lessons he gained from the people he collaborated with in his career: John Greco, Chair and CEO, Marketing IMPACT Council taught him about the strength of weak ties. Networking with associates of a colleague can be very effective. John reinforced the value of maintaining strong networks and partnerships where members possess complementary skills.Dr. Malaika Brengman, Associate Professor of Marketing, Vrije Universiteit Brussel taught him about finding collaborators with complementary skillsets. Collaborating on research about robotic service providers, he has seen how valuable it can be to team up with a colleague who has a different frame of reference and background.Jacqueline Lew, Executive Director / Global Head of Consumer & Brand Health Practice, CI Product Leadership, NielsenIQ taught him to always be vigilant about updating assumptions. Jacqueline's frame of reference is global (she is based in Malaysia) and her perspective has been useful to him as he checks his assumptions about consumer behavior in other parts of the world.Dr. Solomon's parting words of advice: “Always start at least with the assumption that your frame of reference is not the same as your customers”Articles (and a book) mentioned in this episode:The New Chameleons: How to Connect with Consumers Who Defy Categorization (https://www.barnesandnoble.com/w/the-new-chameleons-the-new-chameleons-michael-r-solomon/1136940991) – his bookMobile Marketing: 4 takeaways on how to improve your mobile shopping experience beyond just responsive design (https://marketingexperiments.com/conversion-marketing/mobile-marketing-four-takeaways-on-how-to-improve-your-mobile-shopping-experience-beyond-just-responsive-design)– eBags used customer anthropology to discover how customers shop for handbags onlineCustomer Theory: How to leverage empathy in your marketing (with free tool) (https://marketingexperiments.com/conversion-marketing/customer-theory-leverage-empathy-free-tool)Content Marketing: You must overcome The Jackson 5 Effect to find subject matter experts (https://sherpablog.marketingsherpa.com/content-marketing-2/content-marketing-jackson-5-effect/)

Operative Intelligence helps contact centers systematically improve customer experience and operational performance through powerful data and insights. And I'm excited to sit down with its CEO, Peter Iansek. Today we discuss a variety of topics including:Advice on getting leaders to take action on customer success analyticsMaking sense of millions of customer interactions to tell the story through automationHow to solve problems and improve ROI by asking "why"Mentioned in the show:Operative IntelligenceSOCAPTo contact Peter:Peter@OperativeIntelligence.comTo contact Chip:Email: TheChipChatPodcast@gmail.comFacebook: The Chip Chat PodcastInstagram: The Chip Chat Podcast

Today, Modern Marketing must harness the full capabilities of the business to provide the best customer experience. Delivering on this promise requires a whole new way of operating. Marketing departments need to be rewired for speed, collaboration, and customer focus. It's less about changing what marketing does and more about transforming how the work is done.  In this episode of Reimagine Marketing, Wilson Raj welcomes guest Scott Brinker, VP Platform Ecosystem at Hubspot; Editor at ChiefMartec.com and Program Chair of MarTech. Wilson and Scott discuss various martech stack considerations and the importance of operations in bridging the gap between high-level marketing vision and strategy and on-the-ground marketing and CX delivery.  This podcast covers:  Marketing technology and operations as key drivers of the modern marketing organization.  The ongoing debate about best of breed vs. integrated martech stacks, and a new way to think about platforms – as vehicles for aggregation.  The new rules of marketing technology operations, and where low-code/no-code capabilities fit in martech implementation.  The future of the martech conversation – what's next for marketers?  Here are some of the resources we mentioned during the episode:  Experience 2030: sas.com/experience2030  Should you Build or Buy Martech? Yes. https://chiefmartec.com/2021/07/build-buy-martech/  Aggregation Theory Applied to Martech Stacks: https://chiefmartec.com/2021/05/aggregation-theory-applied-martech-stacks-2/  New rules of Marketing Technology and Operations: https://chiefmartec.com/2018/10/new-rules-marketing-technology-operations/  Connect with Wilson: LinkedIn | Twitter  Connect with Scott: Twitter  Check out additional episodes of the Reimagine Marketing podcast series at reimagine-marketing.transistor.fm.   Subscribe to the Reimagine Marketing podcast so you never miss a future episode.   Visit https://www.sas.com/en_us/explore/reimagine-marketing-podcast.html to learn more about our guests, upcoming episodes and more.   If you'd like to be a guest on a future episode, have an idea for a future topic or would like to share feedback about our Reimagine Marketing podcast, send us an email: reimaginemarketingpodcast@sas.com.   About our guests:  Wilson Raj is the Global Director of Customer Intelligence at SAS, responsible for the marketing of SAS' AI-powered marketing solutions. Raj has held global leadership positions in marketing at Fortune Global 500® companies including Microsoft, Medtronic, and Philips, and advised C-level executives on digital strategy while at award-winning agencies Publicis Groupe, VML/Young & Rubicam and Wunderman. Raj is often featured in keynotes and in major media publications such as Adweek, CMSWire, CRM Magazine, Forbes, InformationWeek, MarketingProfs, ZDNet, and more. He's the co-host of the Reimagine Marketing podcast. He also serves on the Digital Marketing Advisory Council for George Washington University School of Business.   Scott Brinker writes a personal blog about marketing technology called Chief Marketing Technologist and is the creator of the Martech Supergraphic. Often cited in marketing presentations, marketing conferences and social media circles, Brinker began the MarTech industry conference in 2014 in Boston and now runs them twice a year. CMSWire journalist Dom Nicastro is credited with first calling Brinker the “Godfather of Martech.” Brinker graduated from Columbia University with a BS in computer science and went on to get an MBA from MIT and a master's degree in computer science from Harvard University.  A transcript of this episode can be found here. 

Marketing technology or martech has suddenly become both more important and more problematic. Marketers must consider how to tame the profusion of technology and harness it to work more effectively – both for the customer and the brand.  In this episode of Reimagine Marketing, Wilson Raj welcomes guest Scott Brinker, VP Platform Ecosystem at HubSpot; Editor AT CHIEFMARTEC.COM and Program Chair of MarTech. Wilson and Scott discuss the impacts of disruptions (COVID-19, economic uncertainty, digital transformation, etc.) and changing consumer behaviors on both martech and customer experience (CX). They look to answer key questions about how consumer engagements and brand relationships may be shifting or evolving in this new environment. This podcast covers:  The origin story of the Marketing Technology Landscape (Martech 5000) and the similarities and differences over the last 10 years.  The relationship/connection between digital transformation, customer experience and marketing, and how the relationship between these three aspects impacts the view of marketing ROI, performance, and measurement for the marketer.  Gaps in marketing leadership according to a recent CMO Council survey, and the impact on those gaps considering the acceleration and focus on tech (AI, AR, VR, IR) in marketing.  The future of marketing in the year 2030 and beyond.   Here are some of the resources we mentioned during the episode:  Martech 2030: https://chiefmartec.com/2020/10/martech-2030-augmented-marketer-marketing-technology/  Experience 2030: sas.com/experience2030  Are CMOs falling behind with martech? The C-Suite thinks so, and they may be right (chiefmartec.com article)  Connect with Wilson: LinkedIn | Twitter  Connect with Scott: Twitter  Check out additional episodes of the Reimagine Marketing podcast series at reimagine-marketing.transistor.fm.   Subscribe to the Reimagine Marketing podcast so you never miss a future episode.   Visit https://www.sas.com/en_us/explore/reimagine-marketing-podcast.html to learn more about our guests, upcoming episodes and more.   If you'd like to be a guest on a future episode, have an idea for a future topic or would like to share feedback about our Reimagine Marketing podcast, send us an email: reimaginemarketingpodcast@sas.com.   About our guests:  Wilson Raj is the Global Director of Customer Intelligence at SAS, responsible for the marketing of SAS' AI-powered marketing solutions. Raj has held global leadership positions in marketing at Fortune Global 500® companies including Microsoft, Medtronic, and Philips, and advised C-level executives on digital strategy while at award-winning agencies Publicis Groupe, VML/Young & Rubicam and Wunderman. Raj is often featured in keynotes and in major media publications such as Adweek, CMSWire, CRM Magazine, Forbes, InformationWeek, MarketingProfs, ZDNet, and more. He's the co-host of the Reimagine Marketing podcast. He also serves on the Digital Marketing Advisory Council for George Washington University School of Business.  Scott Brinker writes a personal blog about marketing technology called Chief Marketing Technologist and is the creator of the Martech Supergraphic. Often cited in marketing presentations, marketing conferences and social media circles, Brinker began the MarTech industry conference in 2014 in Boston and now runs them twice a year. CMSWire journalist Dom Nicastro is credited with first calling Brinker the “Godfather of Martech.” Brinker graduated from Columbia University with a BS in computer science and went on to get an MBA from MIT and a master's degree in computer science from Harvard University. 

In this episode of The Retail Perch, Gary and Shekar discuss the concept of a Customer Intelligence Platform (CIP). They describe how the latest trend in grocery retail unifies information, insights and action in one place, and how retailers can elevate to this next level.