Podcasts about digital engagement

In this episode of the Remarkable Retail podcast, hosts Michael LeBlanc and Steve Dennis begin with a news segment covering recent market developments, notably the "tariff turmoil" between the US and China. They discuss how the US has partially de-escalated its stance, with tariffs dropping from a proposed 145% to 30%, creating a 90-day window for retailers to import products. However, they emphasize that smaller retailers remain disproportionately affected due to limited resources compared to giants like Home Depot.The hosts also cover recent retail earnings reports, including Walmart's strong comp store sales growth despite withdrawing Q2 guidance, and their strategic pricing approach to tariff impacts. Other earnings news included On Running's impressive 40% sales growth, while American Eagle, JC Penney, and Burberry reported significant losses. Additional news touched on refinancing challenges at Kohl's, potential bankruptcy concerns at Saks, and Dick's Sporting Goods' surprising acquisition of Foot Locker.The featured interview with Stephen Yalof, CEO and President of Tanger, explores his extensive career spanning retail real estate, including roles at New Plan Realty Trust, Gap, Ralph Lauren, and Simon before joining Tanger in 2020 – humorously noting he arrived when "every one of their 3,000 stores was closed" due to COVID.Yalof provides a fascinating historical perspective on outlet centers, explaining how they evolved from manufacturers' sales of returned items and factory seconds to a strategic retail channel. He details how the Tanger family themselves were shirt manufacturers who realized they were "selling more stuff out the back door than out the front door" before creating the first outlet center in Burlington, North Carolina.The conversation explores how vertical retailers like Gap transformed the model, creating consolidation stores for excess inventory before establishing dedicated outlet locations. This evolution progressed from pure excess inventory management to serving aspirational customers who understand brands but can't afford full price – what Yalof describes as bringing customers "into your ecosystem."In response to competition from online and fast-fashion retailers, Yalof explains Tanger's strategy shift from purely "power shopping" to full-service experiences with improved food, entertainment, and amenities. He compares this to how stadiums have evolved despite at-home viewing advances, stating, "We're the general merchandise managers of our shopping centers... it's about picking the right uses, right experiences, the right amenities."The interview concludes with insights into Tanger's digital engagement strategies, including how they leverage customer data to create targeted marketing campaigns and provide stackable discounts through retailer partnerships, guided by their vision of "using customer insight to inform the future of shopping." Here is a 10% off code for the CommerceNext Growth Show exclusive to Remarkable Retail listeners: REMARKABLE. About UsSteve Dennis is a strategic advisor and keynote speaker focused on growth and innovation, who has also been named one of the world's top retail influencers. He is the bestselling authro of two books: Leaders Leap: Transforming Your Company at the Speed of Disruption and Remarkable Retail: How To Win & Keep Customers in the Age of Disruption. Steve regularly shares his insights in his role as a Forbes senior retail contributor and on social media.Michael LeBlanc is the president and founder of M.E. LeBlanc & Company Inc, a senior retail advisor, keynote speaker and now, media entrepreneur. He has been on the front lines of retail industry change for his entire career. Michael has delivered keynotes, hosted fire-side discussions and participated worldwide in thought leadership panels, most recently on the main stage in Toronto at Retail Council of Canada's Retail Marketing conference with leaders from Walmart & Google. He brings 25+ years of brand/retail/marketing & eCommerce leadership experience with Levi's, Black & Decker, Hudson's Bay, CanWest Media, Pandora Jewellery, The Shopping Channel and Retail Council of Canada to his advisory, speaking and media practice.Michael produces and hosts a network of leading retail trade podcasts, including the award-winning No.1 independent retail industry podcast in America, Remarkable Retail with his partner, Dallas-based best-selling author Steve Dennis; Canada's top retail industry podcast The Voice of Retail and Canada's top food industry and one of the top Canadian-produced management independent podcasts in the country, The Food Professor with Dr. Sylvain Charlebois from Dalhousie University in Halifax.Rethink Retail has recognized Michael as one of the top global retail experts for the fourth year in a row, Thinkers 360 has named him on of the Top 50 global thought leaders in retail, RTIH has named him a top 100 global though leader in retail technology and Coresight Research has named Michael a Retail AI Influencer. If you are a BBQ fan, you can tune into Michael's cooking show, Last Request BBQ, on YouTube, Instagram, X and yes, TikTok.Michael is available for keynote presentations helping retailers, brands and retail industry insiders explaining the current state and future of the retail industry in North America and around the world.

Digital engagement in Medical Affairs is broken, and you know it. You've got channels that don't connect, metrics that don't matter, and “innovations” that die in MLR review. It's not your fault. But it is fixable. In this episode of Transforming Medical Communications, Wesley Portegies is joined by digital strategist Alessandra Richardson to unpack the broken realities of digital engagement and how to build tools that actually work. This isn't about adding more platforms. It's about connecting the right ones, co-creating with the people you serve, and aligning teams from field to MLR to create measurable, meaningful impact. If you're tired of spinning in digital circles, this is your reset.

Richard Gearhart and Elizabeth Gearhart, co-hosts of Passage to Profit Show interview Ian Utile from ÂTTN.LIVE, Nelson Bruton from Interchanges and Manufacturing Chats and Courtney Peebles from Solobo Toys.   In this episode, we dive into a bold vision of the future with founder of ÂTTN.LIVE Ian Utile — exploring how Web3, AI, and audio-first platforms are reshaping content creation, ownership, and distribution. From the rise of Kiki the cat as the next big IP to reimagining attention economies and universal max income, Ian shares how tech can empower creators, decentralize power, and bring billions online. Read more at: https://www.attn.live     As the President of Manufacturing Chats and Interchanges and a two-decade veteran in the world of B2B marketing, Nelson Bruton has dedicated his career to helping industrial manufacturers break free from outdated growth tactics and embrace modern digital strategies. Read more at: https://manufacturingchats.com/ and https://www.interchanges.com/       Courtney Peebles, co-founder of Solobo Toys returns to give an update about her Montessori-inspired educational children's toy company. Recently, Solobo Toys went head-to-head with toy industry giants and won the Toy Foundation's TOTY Award for Best Plush 2025. Their indie, neurodivergent-owned brand beat out the biggest names in toys. Read more at: https://solobotoys.com/   Whether you're a seasoned entrepreneur, a startup, an inventor, an innovator, a small business or just starting your entrepreneurial journey, tune into Passage to Profit Show for compelling discussions, real-life examples, and expert advice on entrepreneurship, intellectual property, trademarks and more. Visit https://passagetoprofitshow.com/ for the latest updates and episodes. Chapters (00:00:00) - Starting a Business(00:00:45) - Passage to Profit(00:01:49) - The Journey of Building a Successful Business(00:03:23) - What is Web3AI and Its Impact?(00:05:05) - Content Creators: Ownership of their Work(00:09:09) - In the Future of Digital Engagement(00:10:48) - Do We Need a More Dystopian Future?(00:14:43) - How to Build a Billion-Dollar Franchise(00:19:58) - Kiki the Meme Coin: Does the Creator Own the Character(00:23:13) - Texas Strip State, New York Sirloin Controversy(00:25:11) - Home Warranty: $1 a Day for Your Appliances(00:27:10) - Passage to Profit(00:29:22) - A New Way to Prevent Pandemics(00:30:08) - B2B Marketing Expert Nelson Britton on How to Generate(00:33:53) - Pivoting Between Manufacturing Chats and Interchanges(00:35:50) - Toys for Kids: Best Plush Toy(00:38:24) - Your toys are 3-D printed(00:43:17) - The Emotion Box Toy Company(00:49:03) - Your tax doctor--call now if you owe more than $10(00:50:07) - Coming soon: The Old Things(00:51:14) - Six Secrets of the Entrepreneurial Mind(00:52:59) - How to Build a Successful Law Firm: Richard Gearhart

Steve is Coordinator of Youth Ministry and Digital Engagement 

In this episode, Pamela Landis, Senior Vice President of Digital Engagement at Hackensack Meridian Health, shares how her team is improving patient access, enhancing digital experiences, and addressing industry challenges. She also discusses the importance of collaboration, leadership, and navigating uncertainty in healthcare.

In this episode, Pamela Landis, Senior Vice President of Digital Engagement at Hackensack Meridian Health, shares how her team is improving patient access, enhancing digital experiences, and addressing industry challenges. She also discusses the importance of collaboration, leadership, and navigating uncertainty in healthcare.

In this episode, Jon will be sharing about the need (still) for SEO (Search Engine Optimization), and how you can leverage your content for multiple ways and strategies. To watch this content, go here: https://youtu.be/HZ7qN-1BTVE

Welcome to the EmpowerHer Business Accelerator channel where you will find practical tips and guidance on building a thriving business with confidence! Each week, you'll learn actionable strategies, mindset shifts, and the inspiration you need to step into your power as a CEO. In this episode, Philippa Channer explores the importance of fostering customer loyalty and retention in the digital space. With so many options available, businesses must take intentional steps to build trust and keep customers engaged. Philippa shares five key strategies to create a seamless customer experience, maintain engagement, and encourage repeat business. Timestamps: (00:00) Welcome and Introduction (01:00) Why Loyalty & Retention Matter in a Digital World (02:00) 5 Strategies for Digital Loyalty & Retention Create a seamless online experience Engage consistently on social media Offer exclusive benefits for loyalty Provide valuable and personalized content Ask for and act on feedback (07:00) Final Thoughts and Next Week's Topic Preview Special Announcements & Links: Free 30-Hour EmpowerHer Discovery Session: https://channerconsultingllc.hbportal.co/schedule/660da85649ef86002d1790d3 Subscribe for regular content on marketing strategy and customer relationships. Connect with us: LinkedIn: https://www.linkedin.com/company/channer-consulting-llc Facebook: https://www.facebook.com/channerconsulting/ Instagram: https://www.instagram.com/channerconsulting/ Get in touch: info@channer-consulting.com

Former guest Shawn Walchef returns to discuss all things digital hospitality. From his BBQ business's journey launching in 2008, and growing to a multi-location restaurant, to his experience creating and growing a media business. Learn his tricks of the trade when it comes to great storytelling, the importance of being digital-first, and the power of persistence. Learn how to overcome your fear of social media and online engagement - leveraging free platforms for your business growth. Cali BBQ Media Theme Music by Ali Schwartz and Meserole Sound

Bob Shrum and Mike Murphy welcome the Spring 2025 CPF Fellows to USC for a virtual discussion of Donald Trump's inauguration and what a second Trump term may look like. The conversation features:   Bob Shrum (moderator) - Director, USC Dornsife Center for the Political Future Ed Goeas – Republican Pollster and Strategist Betsy Fischer Martin – Executive Director, Women & Politics Institute at American University; Former "Meet the Press" Executive Producer Jonathan Martin - Senior Political Columnist and Politics Bureau Chief at POLITICO Anthony Rendon – Former Speaker of the California State Assembly Cameron Trimble – Former White House Director of Digital Engagement; Founder of Hip-PoliticsAdditional InformationThe Bully Pulpit PodcastMore shows from The Democracy Group

Related links:Digital Community CohortStudent Affairs Marketing and Communications surveyMarcomm Barbie Slack Group‍In this episode of Confessions of a Higher Ed Social Media Manager, Jenny Li Fowler chats with Josie Ahlquist, a trailblazer in the higher education community. Josie shares her inspiring journey into higher ed, shaped by her family's roots, her passion for student engagement, and her knack for empowering institutions to foster authentic online communities. The conversation dives deep into the dynamics between student affairs and central communications, exploring ways to bridge gaps, build relationships, and create meaningful student connections.Key TakeawaysRelationship-building is key: Building partnerships between central comms and student affairs starts with authentic, non-work-related connections.Empower "make-em-up marketers": Many student affairs staff juggle multiple roles; training and shared resources can significantly enhance their effectiveness.Understand student development: To communicate effectively, know where students are emotionally, socially, and developmentally.Ask students directly: Whether through feedback or collaboration, student voices are a powerful tool for shaping impactful communication strategies.Centralize resources without alienating teams: Hybrid models and shared resources can improve collaboration and strategy without overstepping boundaries.What inspired Josie's passion for higher education?Josie Ahlquist credits her family's legacy for inspiring her deep passion for education. Her grandparents, who valued education despite their working-class cowboy roots, instilled in her the idea that knowledge is invaluable. Her first steps on a college campus felt like home, sparking a career in higher education that has never wavered.What are the unique challenges student affairs faces in creating online communities?Student affairs teams often operate with limited resources and little formal training in marketing and communications. As Josie puts it, many are "make-em-up marketers," learning on the job and finding creative ways to manage their responsibilities. This DIY approach, while admirable, can lead to inefficiencies and misalignments with broader institutional branding.Additionally, Josie points out that social media has "grown up," making it more challenging for student affairs to stay strategic without dedicated support. From inconsistent messaging to a lack of positional structures, the divide between student affairs and central comms often hinders collaboration.How can central comms and student affairs work better together?Josie emphasizes the importance of relationship-building—starting with something as simple as coffee chats or happy hours to break down silos. Central comms teams should avoid diving in with audits or policies right away. Instead, build trust by getting to know the people behind the accounts and finding ways to support their work without micromanaging.She also suggests hybrid models that pool resources, ensuring that student affairs teams have access to central comms expertise while maintaining the unique connections they have with students.Why is understanding student development essential for effective communication?Josie highlights the importance of understanding student development theory—an often overlooked area in higher ed communications. Knowing where students are emotionally, socially, and developmentally can inform messaging strategies and ensure communications truly resonate.Student affairs teams, with their direct student contact, can be a treasure trove of insights. Josie suggests collaborating with these teams to collect feedback, co-create campaigns, and feature diverse student voices in marketing efforts.How can higher ed communicators better connect with students?Josie encourages institutions to consistently ask students for feedback, even if the answers are raw and unfiltered. She also stresses the importance of crafting messages that are valuable and relevant to students. It's not about the channel—it's about the content. If the messaging matters, students will engage, no matter where it's shared.‍What steps can central comms take to build bridges with student affairs?Map the structure: Identify who is responsible for communications across various student affairs offices.Start small: Begin with informal meetings or organic conversations before implementing larger initiatives.Create shared spaces: Platforms like Slack or Discord can foster collaboration without requiring rigid committees.Lead with empathy: Recognize that many in student affairs are juggling marketing as one of many responsibilities. Approach with support rather than critique.Partner for progress: Collaborate on building centralized resources and strategies while respecting the autonomy of student affairs teams.Josie's ConfessionAs someone who literally puts her face and name on her brand, Josie admits she has struggled with imposter syndrome and perfectionism in her journey. Hiring a team member to help her stay consistent with her content allowed her to overcome the internal battles that often held her back. Her mission today is to empower leaders and institutions to tell authentic stories, even when self-doubt gets in the way.Guest Name: Josie Ahlquist, Digital Engagement and Leadership Consultant, Keynote Speaker and Executive CoachGuest Social: XLinkedInFacebookInstagramBlueskyYouTubeThreadsGuest Bio: Josie Ahlquist empowers leaders, organizations, and students to embrace purposeful digital leadership through her dynamic speaking engagements, personalized coaching, and expert consulting services. Her approach is deeply rooted in her grant-funded and award-winning research, which has equipped her to train thousands worldwide, consult for various institutions and corporations, and coach executives on effective and personalized digital strategies.In 2023, Josie was honored as a NASPA Pillar of the Profession, recognizing her as a distinguished figure in student affairs. She has also been a three-time LinkedIn Top Voice in Education recipient. For five consecutive years, her insights have been recognized in Ed Tech Magazine's “Top 50 Must-Read Higher Education Technology Blogs.” Her podcast, "Josie and the Podcast," has received accolades from The Chronicle of Higher Education and Inside Higher Ed. Her book, "Digital Leadership in Higher Education: Purposeful Social Media in a Connected World," debuted as an Amazon #1 new release in the college and university student life category. - - - -Connect With Our Host:Jenny Li Fowlerhttps://www.linkedin.com/in/jennylifowler/https://twitter.com/TheJennyLiAbout The Enrollify Podcast Network:Confessions of a Higher Ed Social Media Manager is a part of the Enrollify Podcast Network. If you like this podcast, chances are you'll like other Enrollify shows too! Enrollify is made possible by Element451 — the next-generation AI student engagement platform helping institutions create meaningful and personalized interactions with students. Learn more at element451.com.Attend the 2025 Engage Summit! The Engage Summit is the premier conference for forward-thinking leaders and practitioners dedicated to exploring the transformative power of AI in education. Explore the strategies and tools to step into the next generation of student engagement, supercharged by AI. You'll leave ready to deliver the most personalized digital engagement experience every step of the way.Register now to secure your spot in Charlotte, NC, on June 24-25, 2025! Early bird registration ends February 1st -- https://engage.element451.com/register

Bob Shrum and Mike Murphy welcome the Spring 2025 CPF Fellows to USC for a virtual discussion of Donald Trump's inauguration and what a second Trump term may look like. The conversation features:   Bob Shrum (moderator) - Director, USC Dornsife Center for the Political Future Ed Goeas – Republican Pollster and Strategist Betsy Fischer Martin – Executive Director, Women & Politics Institute at American University; Former "Meet the Press" Executive Producer Jonathan Martin - Senior Political Columnist and Politics Bureau Chief at POLITICO Anthony Rendon – Former Speaker of the California State Assembly Cameron Trimble – Former White House Director of Digital Engagement; Founder of Hip-Politics

Join NABPAC's President and CEO Micaela Isler, David Schild, and Adam Belmar as the #1 PAC Podcast in America dives into the fascinating world of digital voter engagement with political technologist Eric Wilson. Hot off the press from the Center for Campaign Innovation's 2024 post-election survey, this episode reveals surprising shifts in how voters consume political information - including the rise of social media over local news and the emergence of podcasts as a major player in political communication. Plus, hear why personal connections and workplace relationships are becoming increasingly crucial in political messaging. Episode Sponsor: Chain Bridge Bank, N.A.https://www.chainbridgebank.com/

In this episode, Jon will be sharing some amazing metrics of how has blessed our digital engagement through Kavanah Media in 2024. May you be encouraged and inspired to continuing pressing forward in 2025. To watch this training, go here: https://youtu.be/vIK5GEKq5X8

FEATURING:* Michal Perlstein, Senior Manager of Digital Engagement, City of Seattle IT* Michelle Ringgold, User Experience Team Lead, City of Seattle IT* Dennis McCoy, Product Management Team Supervisor, City of Seattle IT* Jeff Beckstrom, Development Team Manager for Digital Engagement, City of Seattle ITIN THIS EPISODE, YOU'LL LEARN:* How Seattle's digital engagement team manages web content, blogs, and newsletters while overseeing digital policies and design requirements* Why user testing and feedback were crucial in developing the city's major event pages for winter weather, heat, smoke, and flooding* The importance of "evergreen" content in emergency preparedness communications* How Seattle IT has prepared for WCAG 2.1 accessibility compliance over the past 6-7 years* The challenges and opportunities of implementing AI and cloud solutions in government digital servicesTIMESTAMPS: * (00:00) Show Introduction* (00:52) Team Introductions and Roles* (03:45) Building the Digital Engagement Team* (05:48) Implementing UX in Government* (09:10) Major Event Pages Development* (14:15) User Testing and Feedback* (19:20) Public Sector Product Management* (23:42) Cross-Department Collaboration* (28:15) Digital Accessibility Implementation* (31:00) Future Challenges and AI OpportunitiesLINKS MENTIONED:* Seattle.gov* WCAG 2.1 Standards* City of Seattle Major Event PagesWhenever you're ready, there are 4 ways you can connect with TechTables:1. The TechTables Newsletter: Join our thriving community of senior technology leaders by subscribing to the TechTables Newsletter. Gain early access to the latest episodes, industry insights, and exclusive event updates.2.

In this episode of Fog of War, co-hosts Jonathan Fink and Yaroslava Bukhta sit down with Valeriia Voshchevska, a Ukrainian human rights activist and digital strategist working with UNITED24.Media and several other impactful projects. Valeriia, formerly the Global Head of Digital Engagement at Amnesty International, brings her expertise in communications and activism to the conversation. Valeriia shares her work on the intersection of communications, activism, and environmental movements. She talks about her recent project with the Ukraine Solidarity Project, which highlighted how Russian warfare is being funded through a shadow fleet of oil tankers passing near the EU. Valeriia also discusses the digital campaign that successfully pushed Unilever to sell its business in Russia. In this episode, we explore:

Mason Wiederhorn, the Chief Brand Officer of multi-concept operator FAT Brands, joins QSR editors Danny Klein and Ben Coley to discuss a first of its kind co-branded site for Great American Cookies/Marble Slab Creamery and the launch of a “3D Cookie Cake Builder,” among a host of other tech-forward, customer-centric evolutions. 

In this episode, Jon will be sharing about a few different options on how to leverage AI in your online responding within Digital Engagement. From ChatGPT, Gemini, Chatbase.co, FaithCoPilot, etc. there are many options and ways we can leverage these tools to increase the quality and quantity of our online responding. To watch this training, go here: https://youtu.be/7pDMx7ajba0

For additional resources for #eventprofs visit www.productionvaluematters.com In this panel episode of Production Value Matters, host Matthew Byrne and panelists Candice, Evan, and Nick discuss key trends and challenges facing the events industry in 2025, including changing audience engagement strategies, workforce evolution, and potential economic impacts of new policies.

【聊了什么】 虚假信息和阴谋论是每个选举周期都绕不开的话题。在2024年大选期间，从特朗普在总统辩论中传播的“海地移民吃猫吃狗”谣言，到各类社交平台上层出不穷的不实信息，虚假信息的传播似乎达到了新的高度。 在这期节目中，我们邀请到专门从事中文事实核查工作的朋友，探讨在中文信息环境中如何应对选举虚假信息的挑战。我们将分析主要社交平台上的虚假信息传播现象，探究为什么第一代移民群体更容易成为目标受众，并提供了一些信息甄别建议。 《阴谋论、谎言与人工智能 右翼虚假信息如何反映2024年大选中的仇恨政治》报告链接：https://www.piyaoba.org/wp-content/uploads/2024/10/2024%E5%A4%A7%E9%80%89%E5%81%87%E6%96%B0%E9%97%BB%E6%8A%A5%E5%91%8A.pdf 【有奖竞猜】 大选进入倒计时，你对最终结果的预测是什么呢？填写表单告诉我们你认为谁将胜出，猜中即有机会参与抽奖，赢取网站会员，阅读我们对美国政治和选举的深度报道。若你能精准预测国会两院及摇摆州的结果，更可以跳过抽奖，直接获得美轮美换年度会员资格。 竞猜问卷 → https://forms.office.com/r/KC7ncPhMAf 【支持我们】 如果喜欢这期节目并希望支持我们将节目继续做下去： 欢迎在看理想订阅收听《美国大选与世界转向》节目： https://www.vistopia.com.cn/detail/372 也欢迎加入我们的会员计划： https://theamericanroulette.com/paid-membership/ 会员可以收到每周2-4封newsletter，可以加入会员社群，参加会员活动，并享受更多福利。 合作投稿邮箱：american.roulette.pod@gmail.com 【时间轴】 00:02:24 事实核查工作的背景、日常流程和优先级判断 00:05:50 中文虚假信息传播渠道的变迁 00:12:53 2024大选中文假新闻的主要叙事方向 00:18:07 AI技术如何改变虚假信息传播方式 00:37:13 制造和传播虚假信息的不同动机 00:40:17 事实核查的意义是什么 00:50:02 如何识别虚假信息：一些建议 【我们是谁】 美轮美换是一档深入探讨当今美国政治的中文播客。 我们的主播和嘉宾： 小华：媒体人，美政观察者 Jinxia：美国中文事实核查机构“辟谣吧”负责人 【 What We Talked About】 Misinformation and disinformation remain an unavoidable topic in every election cycle. During the 2024 election season, the spread of false information appears to have reached unprecedented levels — from Trump promoting the "eating dogs and cats" conspiracy during the presidential debate to the flood of misinformation across social media platforms. In this episode, we talk with a fact-checker specializing in Chinese-language content to explore how to tackle election misinformation in Chinese media spaces. We'll examine the spread of false information across major social platforms, investigate why first-generation immigrants are particularly susceptible to becoming targeted audiences, and share tips for distinguishing fact from fiction. Report: CONSPIRACY THEORIES, LIES, & A.I.: How right-wing disinformation in the Chinese American community reflect the politics of hate in the 2024 election https://caasf.org/wp-content/uploads/2024/08/CAA-Report-Conspiracy-Theories-Lies-and-AI-1.pdf 【Support Us】 If you like our show and want to support us, please consider the following: Join our membership program: americanroulette.ghost.io Support us on Patreon: www.patreon.com/americanroulette Business Inquiries and fan mail: american.roulette.pod@gmail.com 【Timeline】 00:02:24 Understanding fact-checking: background, process, and priorities 00:05:50 Shifts in Chinese-language misinformation channels 00:12:53 Key narratives of Chinese misinformation in the 2024 election 00:18:07 AI's impact on misinformation dissemination 00:37:13 Understanding motivations behind misinformation 00:40:17 Why fact-checking matters 00:50:02 Spotting misinformation: a practical guide 【Who We Are】 The American Roulette is a podcast dedicated to helping the Chinese-speaking community understand fast-changing U.S. politics. Our Hosts and Guests: 小华 (Xiao Hua): Journalist, political observer Jinxia: Program Manager of Digital Engagement at Chinese for Affirmative Action

Send us a textIn this podcast episode, Tom Bridger discusses the innovative digital activation platform, WIT Contests, which enhances fan engagement in sports through gamification and data collection. He shares successful case studies, strategies for increasing ticket sales and sponsorships, and the importance of adapting to modern fan expectations. Bridger emphasizes the platform's effectiveness for both large and small teams, highlighting its potential to drive revenue and improve fan experiences. The conversation concludes with insights into future trends in sports engagement and a special offer for teams interested in the platform.TakeawaysContest is a leading digital activation platform in sports.Gamification significantly increases fan participation rates.Successful activations can drive substantial revenue for teams.Data collection is crucial for understanding fan preferences.Email marketing remains the highest ROI for ticket sales.Teams can use digital activations to enhance loyalty programs.The platform is adaptable for both large and small teams.New leagues can benefit greatly from innovative engagement strategies.Future trends include integrating loyalty programs with fan engagement.WIT offers a special discount for teams interested in their services.Chapters00:00 - Introduction to Contest and Its Impact on Sports Engagement03:07 - Gamification: Transforming Fan Experiences06:05 - Case Studies: Successful Activations and Partnerships09:03 - Data Collection and Lead Generation Strategies11:48 - Enhancing Fan Loyalty and Season Ticket Sales15:00 - The Role of Digital Engagement in Modern Sports18:01 - Future Trends in Fan Engagement and Technology21:07 - Opportunities for Smaller Teams and New Leagues23:48 - Conclusion and Special Offers for TeamsContact Tom - tom@witcontests.comAny team that mentions "Sports Marketing Machine" will receive $500 off their annual agreement. Sports Marketing Machine on LinkedInSports Marketing Machine on InstagramBook a call with Jeremy from Sports Marketing Machine

In this episode, we welcome Hannah Bostock, Marketing Manager at Vee24, a digital customer engagement platform.  Hannah shares insights into how Vee24 bridges the gap between in-person and online experiences through solutions like live chat, video chat, and co-browsing. She discusses the importance of human connection in customer service, effective website lead generation strategies, and the role of content marketing in establishing thought leadership.  Hannah also offers valuable advice for marketers, emphasizing the significance of multichannel communication and the balance between AI and human interaction in customer engagement.

In this episode, FTA COO Ryan Minnick dives deep into the world of virtual reality (VR) and deep fakes with Michigan State and Stanford professor, Robby Ratan!If you caught Professor Ratan's captivating keynotes earlier this year at the FTA Annual Meeting in Long Beach or the Technology Conference in Boston, you know you're in for a treat. In this episode, Robby takes us on an eye-opening journey through his groundbreaking work at the crossroads of technology and psychology.What's all the hype about VR? Robby sheds light on the heated debates, unpacking both the fascination and fears surrounding these futuristic tools. And trust us—it's not just sci-fi! This has real implications for us as tax professionals and society at large.He breaks down the “media equation,” a crucial concept that tax administrators need to understand to navigate the ever-evolving tech landscape. Plus, get ready for an important conversation on managing appearances in this new digital age, where balancing enhanced customer experiences with organizational integrity is more critical than ever.

Do you ever feel like you're just STUCK?Like no matter what you try or how hard you work you just can't seem to get traction?We've all been there before, and it's NOT a fun space to be in. Here's the thing: there are going to be sticking points in your social impact journey. That's pretty much guaranteed. What worked on day 1 — or year 1 —  won't necessarily work for year 3, or year 5. What worked when you were brand new and had a $500k annual operating budget won't work to get you from $5m/yr to $50m/yr.But there's a powerful way to overcome these sticking points: Learn to build a social impact flywheel.A flywheel takes some initial effort to start and spin up, but then it builds momentum and continues to propel your work forward with minimal effort once it's going. You can't just build one big impact flywheel. You need to build a bunch of them that all work together. Jonathan and Eric go into this in detail in our latest episode of Designing Tomorrow. If you're feeling stuck right now, you don't want to miss this one.Episode Highlights[01:11] - Flywheel concept from Good to Great and its relevance to social impact[05:27] - Positive feedback loops and their application in social impact organizations[06:16] - Creating positive feedback loops and examples of effective stakeholder engagement[09:38] - Importance of showing the impact of financial contributions[12:05] - Providing immediate feedback for donors and participants[14:06] - Immediate feedback to help maintain donor and participant engagement[20:21] - The idea of multi-threaded value to enhance retention and momentumQuotes"I think the idea and the concept of a flywheel is very alluring, right? Because it's like, okay, if we can get this flywheel built and we do all this effort at some point it starts to build its own momentum and then we can, you know, reduce the effort." - Eric Ressler [03:25]"One of the mistakes that we make most commonly, and I think one that if we correct it would get that positive feedback loop going, get that flywheel turning is to make this feedback more immediate." - Jonathan Hicken [14:06]Resources:Article - How To Power Up Your Content Strategy When You're Short on Time and StaffArticle - How to Increase Supporter and Donor Action Using an Engagement PyramidArticle - Nonprofits, Master the 3 Pillars of Digital Engagement for Maximum Social ImpactArticle - How to Build a Next-level Content StrategyGood to Great - by James C. Collins  AllBirds*** If you liked this episode, it really helps a new podcast if you can help spread the word. Share with your friends or co-workers, post it to social media, “follow” or “subscribe” in your podcast app, or write a review on iTunes. We could not do this without you!We love hearing feedback from our community, so please email us with your questions or comments — including topics you'd like us to cover in future episodes — at podcast@designbycosmic.comListeners, now you can text us your comments or questions by clicking this link.

Main Topics: Twilio's 2024 State of Nonprofit Digital Engagement Report Independent Sector's push for quarterly economic data on nonprofits Fearless Fund's racial discrimination lawsuit settlement Voting rights restoration for felons in Arkansas KEY PROMOTION: NONPROFIT CONSULTING SURVEY Key Insights: Twilio's 2024 State of Nonprofit Digital Engagement Report: Digital Adoption: Nonprofits are increasingly leveraging digital technologies, including AI, to enhance engagement and operational efficiency. AI Usage: 90% of surveyed nonprofits use AI in various capacities, with 70% prioritizing personalized communications in 2024. Sector-Specific Uses: AI is being used to analyze data, improve service personalization, and streamline communications across nonprofit healthcare, education, and public sectors. Independent Sector's Call to Action: Economic Data Gap: The government only releases nonprofit sector economic data every five years, which is insufficient for understanding the sector's health. Advocacy Efforts: Independent Sector is pushing for quarterly economic data to better reflect the nonprofit sector's impact, which represents about 10% of the American workforce. Fearless Fund Lawsuit Settlement: Legal Challenge: Fearless Fund faced a racial discrimination lawsuit for its grant program targeting Black female entrepreneurs. Settlement Outcome: The specific grant program ended, but the settlement does not restrict other charitable activities by the organization. Broader Implications: This case highlights potential legal challenges for foundations focusing on racial equity, especially in the wake of recent Supreme Court decisions. Restoration of Voting Rights for Felons: Arkansas Initiative: The Ouachita Foothills Youth Media and Arts and Literacy Collective is helping felons restore their voting rights. Importance of Civic Reintegration: This program emphasizes the importance of reintegrating formerly incarcerated individuals into the civic process, which is crucial for a healthy democracy. Quotes and Statistics: "90% of surveyed nonprofits are leveraging AI in one or more use cases." (Twilio Report) "Less than 0.5% of venture capital funding goes to businesses led by women of color." (George Weiner) "The nonprofit sector represents roughly 10% of the American workforce." (Independent Sector) Closing Thought: The nonprofit sector is rapidly evolving with the adoption of digital technologies and AI, but it faces significant challenges, from legal battles over racial equity to the need for better economic data. These developments highlight the sector's resilience and adaptability, underscoring the importance of continued advocacy and innovation.

“Convince me to stay.” This is what Allison Lambacher told Aubrey after years in arts administration and being totally burnt out. If you've been in the industry long enough, you've probably been ready to throw in the towel at least once. "But you are not alone and the narrative is changing". Hear how Allison – now Associate Director of Digital Engagement with the St. Louis Symphony – used arts management tools from Uplevel to go from being ready to quit the industry to advocating for herself and landing her dream job.

Meet Jeff Dickinson-Fox, the Digital Engagement Manager at the Australian Olympic Committee. Jeff has been working with the AOC in the years leading up to Paris 2024 and recently returned from 16 days of jam-packed days sharing the stories and successes of Australia's athletes. Lots to look out for in this podcast including how Jeff directed his degree in Journalism towards Digital Media, what it means to be a Digital all-rounder and why it's so valuable in 2024, creating your own experience to stand out in applications and much more. Additional episodes you may enjoy:#52: How the Brisbane Heat grew a massive following, Nic Laube#170: How to be a social media producer at Cricket Australia with Emily Collin*Want a weekly dose of career inspo? Get industry stories, upcoming events, and the latest sports jobs in your inbox each Friday.

The final podcast in our MMC+Tech Recaps - in this one we talk about being an Inbox Hero, and how associations can start to think more strategically about their emails. Hosted by Justin Burniske, TPAC Chair, this podcast features Amy Gavin, Director of Digital Strategy, American Society for Nutrition, Tadu Yimam, Vice President, Digital Engagement, National Association of College and University Business Officers (NACUBO), Adam Savino, Vice President, Technology & Organization Effectiveness, ASIS International, and Apryl Alexander-Savino, Senior Director, Events and Marketing, Plastics Industry Association. In an era of information overload, organizations must navigate internal inefficiencies to achieve effective external marketing and communications. This session covers "traffic cop" techniques to streamline coordination across teams and platforms. Discover strategic alignment, clear communication practices, and technological solutions that optimize engagement while curbing communication fatigue. Find our guests online! Amy Gavin - https://www.linkedin.com/in/amysgavin/ Tadu Yimam - https://www.linkedin.com/in/taduyimam/ Adam Savino - https://www.linkedin.com/in/adamsavino/ Apryl Alexander-Savino - https://www.linkedin.com/in/aprylsavino/ Justin Burniske - https://www.linkedin.com/in/jburniske/ Please follow us to get more Tech Insights on LinkedIn: ⁠⁠⁠https://www.linkedin.com/company/asae-tpac⁠⁠⁠ 

In this episode of the Econ Dev Show, host Carlson sits down with Adam Stoker, president and CEO of Relic, to discuss the intersection of economic development and destination marketing. Adam, whose company specializes in creating podcasts for Destination Marketing Organizations (DMOs), shares insights on how the strategies used in tourism promotion can be effectively applied to economic development efforts. The conversation explores the similarities between attracting tourists and attracting businesses, with both aiming to bring outside money into specific geographic areas. The discussion then delves into the power of podcasting as a marketing tool for economic developers. Adam emphasizes how creating valuable, educational content through podcasts can help build relationships with potential investors and businesses without resorting to direct sales pitches. He shares success stories from his experience, highlighting how inviting guests to share their stories on a podcast often yields better results than traditional outreach methods. The episode also addresses common objections to starting a podcast, such as fear of poor performance and lack of time, with Adam encouraging economic developers to overcome these barriers and prioritize audience building for long-term success in their community promotion efforts. Like this show? Please leave us a review here (https://econdevshow.com/rate-this-podcast/) — even one sentence helps! Special Guest: Adam Stoker.

Join Lisa Campo, the Director of Digital Engagement at Flint Hill School, for an insightful session on creating an enrollment-driven digital marketing strategy. Lisa shared her expertise on building a strong partnership with the admissions office to drive student enrollment. Through real-world examples and an in-depth case study of a recent project, you will learn practical tips and strategies for effective collaboration between marketing and admissions teams.

How your church uses digital technology is merely an optional outreach method, it's central to how the next generation builds relationships and engages with the world. Young people are spiritually hungry and more willing to get involved and give to missions that change lives, but churches do not know how to communicate or relate through digital pathways. Brad Hill and Chestly Lunday explain how you can begin to bridge the generational and technology gap that is hampering local missions.Resources and Links Mentioned in this Episode:Gloo.us/FreeTextingReliant Mission: reliant.org/cppNewBreed TrainingThanks for listening to the church planter podcast. We're here to help you go where no one else is going and do what no one else is doing to reach people, no one else is reaching.Make sure to review and subscribe to the show on your favorite podcast service to help us connect with more church planters.

In this episode, Jon will be sharing 8 different communication theories that different cultures use when presented with new information. Using these methods can help you communicate more effectively in your digital engagement efforts both online and offline. To watch this training, go here: https://youtu.be/SN68_as4SqY

Skip the Queue is brought to you by Rubber Cheese, a digital agency that builds remarkable systems and websites for attractions that helps them increase their visitor numbers. Your hosts are Paul Marden and Oz Austwick.Fill in the Rubber Cheese 2024 Visitor Attraction Website Survey - the annual benchmark statistics for the attractions sector.If you like what you hear, you can subscribe on iTunes, Spotify, and all the usual channels by searching Skip the Queue or visit our website rubbercheese.com/podcast.If you've enjoyed this podcast, please leave us a five star review, it really helps others find us. And remember to follow us on Twitter for your chance to win the books that have been mentioned in this podcast.Competition ends on 21st August 2024. The winner will be contacted via Twitter. Show references: https://www.linkedin.com/in/stephenpriestnall/https://linktr.ee/oomphincStephen Priestnall founded oomph, now an accredited B Corp, in 2005, acquired Decision Juice in 2009 and is globally recognised as a specialist in CX driven transformation projects and digital innovation. He has advised at a senior level across public and private sector organisations in the UK, Americas, Asia and the Middle East and is an instigator of international research studies into behaviour change. He is a Board Trustee with Aneurin Leisure Trust, advising on CX and communications strategy and a founding Director at Wellbeing Economy Cymru, part of the global Wellbeing Economy Alliance, advocating for a new approach to economic sustainability for people and planet. Transcription:  Paul Marden: Welcome to Skip the Queue, a podcast for people working in and working with Mister attractions. I'm your host, Paul Marden. On today's episode, I speak to Stephen Priestnall, the CEO of oomph, a CX focused agency based in the UK and UAE who help clients to understand people and design better experiences. We're going to go back to first principles and understand what customer experience is all about and understand what attractions can do better to serve the needs of their customers. Paul Marden: Hello, Oz. Oz Austwick: Hi, Paul. So this is the last episode of Season 5, right? Paul Marden: Yes, that is right. Can you believe after we took the reigns from. From young Ms. Molson not too long ago, that we would actually make it to the end of the season? Oz Austwick: Do you know, it's crazy, isn't it? I mean, five seasons of a podcast. Most podcasts don't get through to the end of one season. And I can remember listening to this podcast years ago and actually sending people links as an example of what a good podcast is. And now here we are, you and I, at the end of Season 5. It's crazy.. Paul Marden: Yay. Guardians of this little baby. Oz Austwick: Yeah. Yeah, no pressure. So today's quite an interesting one, right? Paul Marden: Yeah. I've got a guest who has been a friend of mine for some time, Stephen Priestnall of Oomph agency. And we're going to talk a little bit about customer experience. So nice little chat between Stephen and I, and then you and I will come together in a little while and talk a little bit about. Let's reminisce about season five and talk a little bit about what might happen in Season 6. Oz Austwick: Awesome. Great. I'm looking forward to it. Paul Marden: Let's get on with it then. Welcome to podcast, Stephen. Stephen Priestnall: Nice to be here, Paul. Thanks for inviting me. Paul Marden: Good to have you on. Longtime listeners will know that we always start the podcast with some icebreaker questions, which hopefully not too challenging, but we get to know you a little bit better before we start talking about work. So both of my icebreakers are all about visiting attractions this time. So how organised are you in advance? If you go to an attraction, do you take a picnic with you, or are you always partaking of a cup of tea and a slice of cake in the coffee shop? Stephen Priestnall: I think it would have to be a particularly kind of informal attraction for me to have thought about taking a picnic beforehand. So normally it's just the anticipation of going to the place, and then I'll utilise the services in the place. Paul Marden: I love a good slice of cake in the coffee shop afterwards. Scone, cream, tea and scone that would be me. Stephen Priestnall: No way. Maybe a bit of our breath or fruitcake. It's probably more me. Paul Marden: Oh, lovely. I was at the Roman Baths yesterday with my little girl and we had a lovely wander around and they had a brilliant self guided tour. So if you've got a choice, do you go for a self guided tour? Do you wander around and follow your nose? Or would you rather have a guide take you around and tell you the stories? Stephen Priestnall: I almost never have a guide to take me around. And then sometimes I even find the self guided tours a little bit invasive. If I'm in a different country where there is kind of a language barrier, a filter, then I might use it then. But you know what? I kind of like that the ability just to bump from one bit to another. Paul Marden: Yeah. Stephen Priestnall: And experience the experience through my own kind of filter. So that's what I would normally do. I haven't been able to wander around with the headphones on, almost never with a guy. Paul Marden: Yeah, they had a lovely one at the Roman Baths yesterday. So it had both adult interpretation and kids interpretation, and I found myself switching to the kids one so that I was experiencing what Millie was experiencing, because I was saying to her, “Oh, did they tell you what that was?” “Oh, no, that wasn't in the kids version.” So I swapped the kids one and it brought it to life. It was really. It became much more shared experience for us. Stephen Priestnall: Yeah, well, that's like that's like the horrible history stuff. Yeah. But actually, it's brilliant. Rattles that was what they were on about in the tudor period, then. I didn't get it until now. Paul Marden: Yeah, look, listeners, Stephen and I have known each other for quite some time. We've been working together a lot on different projects, and his agency, Oomph, does a lot of work in customer experience. And so today's episode is going to be a little bit more about a primer on what do we mean by customer experience? And really, what I'd like to get to the bottom of today is what can attractioners do better to serve the needs of their customers. Yeah. So, really, Stephen, what I want to do is pick your brains. Let's introduce this whole subject of CX and customer experience and help people to better understand a little bit about what does that mean and how can they bring that into their day to day work in running attractions and meeting customers. Paul Marden: So, before we start that, why don't you tell us a little bit more about you and a little bit more about Oomph. So that listeners can better understand the context. Stephen Priestnall: Yeah, thanks, Paul. We've positioned ourselves around the concept of customer experience for about ten years now, and customer experience ten years ago was a bit of an oddball place to be. It kind of grew out of the user experience, the UX world, with a little bit of event management thrown into it and a little bit of actually, you need to think about people in the middle of all of this. And we come from a background of combining digital and data quite successfully to kind of help devise communications campaigns, kind of brand engagements, that kind of thing. And what we could see was if you brought all these things together as data was getting more sophisticated, with digital interactions on the rise, that you could get yourself much more informed about the way in which people's customers were actually behaving. Stephen Priestnall: And not so much what they were actually how they were behaving, but also what their needs were that drove the behaviours. And so we have, we've grounded our work and customer experience around a very clear desire to understand the needs of our clients' customers, and then to hold that mirror up for our clients and say, “Look, I know you have these products and services to sell and to engage with, but what we're going to do is a job of letting you know at the point of engagement they're hitting your customers needs in this way. And if you then flip the lens around from the customer need first rather than the product or service first, you might determine a different way of building that service or designing that interaction, or maybe even changing the way in which you invite customers into a journey with you.”Stephen Priestnall: So a lot of data and digital inside are our space port that inform CX. And then in the last couple of years, AI has been another transformative technology that we've started to utilise. And we know we treat it as good AI. We know there's bad AI out there, but the good AI is really helpful. Paul Marden: That's really interesting. We know from the Rubber Cheese Survey this year that most attractions have dabbled. They've played with ChatGPT, or something like that. But there's still a large portion of attractions that have done nothing with AI. And then there's a couple that I would consider at the leading edge. So they're doing things beyond GPT. They're looking at AI enabled CRM or AI enabled workforce management solutions.Paul Marden:  So there's some interest in here, but it's definitely, there's a conversation that we've had on the podcast just recently with Oz and I talking about the idea that we can't quite figure out if we're in a bubble because a lot of people that we talk to talk a lot of good game about AI, but when we're talking to the businesses, the clients, they're only just getting into this in the most shallow way. Agencies like yours and ours are kind of. We're leading the conversation on this, I think. Stephen Priestnall: Well, I think it's really interesting you frame it like that, because one of the things that has informed our approach to CX is the idea of understanding behaviour change, which is a science in itself. So if any listeners are familiar with behaviour change, you'll know how long the tail of kind of investigation evaluation that is. We launched a study in 2020 which ended up over three years and three waves, 10,000 respondents looking at the impact of Covid-19 on people's behaviour and their interaction with organisations. That is part of our research centre which we call tide of events, which is now about to launch another study which is going to be looking at the impact of AI. Paul Marden: Oh really? Stephen Priestnall: As employees, as citizens, as customers, as service users, as members, as supporters. I'm expecting some very interesting things to come out of that study as well. Paul Marden: Yeah, very interesting. So there's this idea of kind of CX thinking and embedding that, embedding it the heart of your agency, but you then helping your clients to embed it into the business. So how can CX thinking help an attraction to improve its offering? And I think if we can look at that in two directions, because obviously most visitor attractions are an in person experience, there's lots of thinking around their interaction and the experience that they feel when they're in the attraction itself. But there's a lot of us looking at either side of that interaction. How do we use marketing to get more people to want to do stuff? And then how do we make sure that they got the best experience after they did and reengage with us. How can CX thinking offline and online help an attraction? Stephen Priestnall: The principles of customer experience thinking, certainly from our perspective, is to deal with the reality of that there are people involved. And I think you and I both know, Paul, in the digital world it's kind of quite easy to forget as a person we spend a lot of time in front of technology, trying to get technology to do stuff that we think is helpful. And then it's easy to lose sight of the goal, which is to help a person achieve a task or do something which they have, they enjoy doing. I think in the world of attractions, destinations, then when you're in a kind of physical world, that you're sat in that environment designing something, and you're a physical person yourself. Stephen Priestnall: And as a designer, looking in that environment, feeling that, okay, well, if I walk from here to here, it's going to feel like that. If I put this in the wrong place, if my member of staff is trained in the wrong way and uses the wrong language, that's going to have a direct impact. So you kind of get brought back to the people side of it quite a lot when you're in it in person. So I would say that the world of CX thinking is about bringing the importance of the human into the overall experience. So you don't treat the digital experience with kind of it in a different frame set than you treat the in real life, in person experience. Stephen Priestnall: And that's quite hard to do, because sometimes you're trying to drive the digital experiences as a kind of conversion funnel to get people to do something and buy something or consume some content. And you can kind of get hung up on the word optimisation and funnel management, and you then get drawn into, how can we push people through to the next phase? And push people through to the next phase? And imagine if you're in an attraction, and yeah, you might make certain parts, physical areas, a place where you would want people to go to, but you wouldn't have somebody walking up and nudging them in the back, pushing them down the aisle and stopping them from turning around and staying in one place. Paul Marden: Yeah. Stephen Priestnall: And yet, that's often what happens in the digital world. It becomes an optimisation process to kind of channel a particular behavior that we think is optimal for the organisation. So the world of CX stands back from that, identifies the needs that were satisfying, and looks at Paul and Stephen as two individuals who are unique as individuals, and can be defined by a set of age, gender, sociological, economic characteristics. But actually, Paul and I might have five or six relevant needs for the attraction of which two are consistent. And, you know, two or three are completely different. So we can't treat Paul as Paul and Stephen as Stephen. We have to understand the relationship between the needs that we have as individuals and the thing that we're doing, or the point of the point on the journey we're on. Stephen Priestnall: And I think that's tricky to kind of link the digital and the in real life worlds together. But that's the trick I like to think the kind of CX approach would bring. Paul Marden: Yeah. Just as you're saying that it can be hard to think about the person. But also many of the attractions that we work with have very different offerings. And so consequently they have very different audiences that have very different needs. And, you know, are you trying to serve online an audience that's never going to attend? How do you serve those people's needs? If you've got an educational remit, how do you serve those people's needs whilst at the same time serving the needs of the people that you want to bring in and spend money on site with you? If you're a historic house that also has a golf course and it has a hotel and it has some sort of kids attraction associated with it, there's so many different audiences. Paul Marden: So that kind of CX thinking can help you to step back. Stephen Priestnall: Absolutely. And actually just maybe think of a great triangulation process between three different clients that we've been working with recently that show that kind of breadth of differences. So we work with the saudi arabian government on a new, one of their giga projects on a new destination out in the desert near Rhea called Duria. And that is an amazing set of destination components. Golf courses, equestrian centres, hotels, business centres. And that's creating a destination for a country which has never had any tourism in it before. So with a whole bunch of high net worth individuals that you've got to think about, then also a challenge to get people who live in Saudi to not spend the $90 billion a year that they do going to visit the rest of the world and to actually visit somewhere in Saudi. Stephen Priestnall: So we've had a set of kind of challenges around how do you drive a customer journey, a visitor journey for that. And we've been working with an organisation called Marketing Manchester, helping them devise a new segmentation so they can, I'm going to use the term, attract the right kind of visitors to go to Manchester to hook in with their sustainability strategy. They don't just want people in the shopping malls and going to the football, sports events or shows, albeit they would like that. They also want to understand the community engagement, the cultural engagement and the environmental footprint that they leave behind. And then we're just in conversations with North York Moore's National Park. And then there's a whole different set of conversations about engagement with the local community, communities, a little bit arms folded about tourists. How do you make that come together? Stephen Priestnall: And all of this is about people and it's about understanding people's relationship with people and things. Paul Marden: Brilliant. So let's have a little think about given that those are the ideas behind CX thinking. If you were starting out down this road, what are the simple things that people can do to start to bed the customer at the heart of their thinking as they're planning their services? And I'm thinking in terms of, we've got very different types of attractions in this country, very small, up to, you know, big international attractions. Let's pick the small guys. Yeah. Imagine you're running a small town museum and, you know, you've got a handful of people working in the team. How can you start to embed the customer into your thinking to improve the service? Stephen Priestnall: So I think, I don't think the principles change with scale. I think that the executional methods will change with scale, but the principles. And you can have, you know, if you've got a small team of three or four people, you can have these three or four people working together in a room. You can support a research or not, if you can afford the research that great. If you can't, then you use. So we use a term called foundational intelligence. So before we start any research with a client which might go and look at their customers or prospective customers or visitors.Stephen Priestnall: We say, “Right, let's go all of the information in your organisation on the surface, first, because there's however many people around the room's years of experience, which is not necessarily formed in a cx way, but if we get that on the table, we've probably got a 60, 70, 80% starting point for what we're going to need to know in the end. I think that's the first thing I would say, is take confidence in the fact you've got some foundational intelligence about customer experience. But there might be a clever way of bringing that out through a little workshop. So you ask the right questions of each other. And one of the ways which I think is useful to do and quite practical is to think about three different ways of looking at people as individuals. Stephen Priestnall: So think about themselves as a, you know, a standard attribute based, if you like, cohort or segments, you know, age, demography, all those things that we talked about, but then move those to one side and then ask a relatively straightforward question, what needs are being satisfied by your services? So it's kind of, what's the point of what you do? Yeah, well, harsh question. Paul Marden: Yeah. Stephen Priestnall: But it's devoid from, if you like, knowing your customers at that point, devoid from any transaction based evaluation or business case to say, what's the point of what we do? Why do people turn up and then be quite hard about answering those questions. And when you get the first answer in your head, which is based on what you've always thought you've always done, just go right. Is that really why people turn up? Paul Marden: Is that right? Stephen Priestnall: Really why people walk through the door? Is that really why people tell their friends about us? Paul Marden: There's a little bit of lean thinking there, isn't there? You've got five whys, haven't you? You could go, but why? But why? But why? Just to keep pushing yourself to think that hard thought. Stephen Priestnall: Exactly. Whatever, you know, whatever little mental games you want to play with it, that's the kind of point. What's the point? And then the next lens to look at it is the journey your visitors are on in order to not just get to your destination, but get out of your destination and be reflecting on it to their I, peers, friends, colleagues, family. And that journey doesn't mean I book a ticket, I turn up, I walk around the attraction and then I go home. It means what are the component parts of that journey when they're in planning more just you asked me earlier on about whether I plan a picnic. What are they planning? How likely are they to plan? Do they not want to plan? Do they just want to turn up? Stephen Priestnall: You know, when they're getting to, when they're coming, when they're traveling to the destination, how are they traveling? What's their preferred method of travel? And then what are the different ways in which people engage with the attraction itself? And then what happens afterwards when they walk out? Do they walk out and go for a beer? Forget about it. Did they do that thing you do in a golf club where you spend the next 3 hours talking about what you did for the last 3 hours? And what's the version of that could be done in social media afterwards? And again, do that. Do that without necessarily worrying too much about who does what. So you end up these kind of journey components. Stephen Priestnall: Now all these things can be really heavily researched if you've got resources and the time to do that, but you can do it in a room with three or four people in 2 or 3 hours. And what you'll end up with is a set of right. The people who visit us look a bit like this. Typically, here's five or six types of people, here's a pool type, here's a Steven type, here's a whoever else type of. We've got ten or eleven needs. Well, who knew we had ten or eleven needs? That were satisfying. Paul Marden: Yeah. Stephen Priestnall: So you write those down. Oh, look, we got a journey which looks like planning, engagement, reflection. And I use those three terms because we use them all the time because they're nice and easy to get your head around. Planning, engagement, reflection, and within engagement here are all the different bits that are happening in engagement here. At the different bits that, all right, we might have a dozen, maybe even two dozen components underneath those kind of three big things. And you've then got a bit of a jigsaw. And it's also objective at that point as well. You've then got this objective jigsaw to say, which of those five or six groups of people have which of those needs do we think you might end up with that funny place where. Stephen Priestnall: Oh, actually that cohort doesn't have any of those needs, so we think they really like coming to us, but we're not doing anything to satisfy their needs or this other group that we don't get many of. Look how many needs we're satisfying in that group. Maybe we should be targeting that group. Paul Marden: Yeah. Stephen Priestnall: So whether you're. Whether you go outwards and change your segmentation, your targeting, or whether you come in with and change your service design, you've already got some things to think about. And then when you map the journey on top of that, and again, you know, nice. It could be a done on paper, it could be done. There's loads of tools online you can do this without getting too scientific. You've then got the points at which, all right, so if that need is being satisfied for those people at that point, we now have a design intervention to work out. So we now have, essentially, we have a brief, we have a specification now that might be a piece of digital interaction, it might be a piece of communications design, it might be a piece of signage in the attraction, it might be a follow up social media nudge. Stephen Priestnall: You're then not inventing what you think it is that you need to do for your attraction. We use a phrase which I think clients are pretty comfortable with in the end because it. It's a real reflection. It's completely normal for organisations to kind of end up with an inside and view of the world. Everything is all about the product and the service because that's where the investment goes, that's where the thinking goes. And what we try and do is just to persuade people to take an outside in view. So actually look at this from the point of view of the customer. And I think what the exercise I've just described does is help you take that outside in view. Paul Marden: I'm smiling for those listening. I'm smiling because I just, it reminds me of so many times where I can, you know, I can see observing in the projects that we do or just, you know, interacting with the outside world, where you can tell that people often take a very parochial internal view and they'll communicate with the outside world in their own internal language. They will try and, you know, influence people to do things rather than thinking, how does this appear outside? Stephen Priestnall: Yeah, and it's, it, but it's also, it's not a critique. It's normalised behaviour. If you just think about how organisations grow, you end up with an idea, you know, where often it is about the customers. You've got this entrepreneurial, innovative spark that kicks the idea off, satisfying the needs. And then you build up a bunch of teams who, by definition, have broken out into departments with different roles and responsibilities. And then, and then the sense of self of the people in those teams is derived from the departmental responsibility. Paul Marden: Yes. Stephen Priestnall: But as a consequence, you then are trained, naturally trained to be inside out. Paul Marden: Yeah. Stephen Priestnall: And so, it's normal. And then when that, then when the salesperson comes back and says, “Why did you build it like that?” You know, the designer, the product person says, “Well, because that's the best way of doing this thing.” And the salesperson says, “I can't sell that.” And that actually, and I don't know how much. In your podcast, Paul, you talked about agile, but this is when the concept of squads really can work. I think that you have to take real care with squads because they can end up creating rooms of people who don't understand each other. I think unless there's one other thing I would say about the human part of CX, you have to take this into the culture of the organisation as well. So you asked me earlier, how do you present a CX focus for an organisation? Stephen Priestnall: Well, you can't just drop the results of that little workshop on top of everybody, because it's the going through the process of looking at those three lenses that puts you in a different mindset. If you then just end up telling the product people or telling the sales people or telling the ops people, can you do it like this now? They'll just add that onto their list of things to do. It won't be a change. Paul Marden: But when you bring those people into the conversation, I think it brings a different perspective, doesn't it? And I think that's the one thing I've learned from you in the few years that we've known one another is that when you boil it down, everything is a CX project. And I don't think I ever really thought about that. That there can be something which to me seems so navel gazing, internally focused as a technical project to deliver in the business. But actually, when you think, when you apply the rigor of thinking about the client, the customer, then you find that it is a CX driven project, even if it is completely internally facing. It can be about the communication between two teams, but in the end, because they don't have good communication, it's resulting in this poor customer experience over here. Paul Marden: So when you think about it hard, then these projects have a CX focus, even when they are very kind of internally facing.Stephen Priestnall: And it's sometimes difficult. I mean, I think that's a really good articulation of it. It sometimes can be a challenge to make that process seem worthwhile, because what you end up doing is spending more time challenging what you think is right at the beginning of the process. And there's always a desire from somewhere to move things on. I think that there's a little value based model that I always apply in my head, which if we treat this kind of CX phase as the planning phase, and then you go through a design phase, then you go through a build phase. For every extra hour you spend in planning, without spending that, you would spend ten more hours in design and a hundred more hours in production. So if you leave that hour aside, you're going to have a tenfold in design phase. Stephen Priestnall: And if you don't deal with it in design phase, you'll have it 100 fold, then build phase. But choosing to do that extra hour, which is tension filled, it might be a bit of conflict, there might be a bit of defensiveness. It needs to be carefully managed and kind of cajoled, but the value of it is meant. Paul Marden: Yeah. So you've described this kind of approach to take, identifying who the customers are, trying to use a little bit of intuition to be all science if you've got the budget to go and do the research, but to understand those customers in more detail and what their needs are, and then driving down and finding out where, you know, the journey maps onto that and where the gaps are and starting to look to fill those gaps. Is there room in the world for a dirty bottom up approach where you can see a problem already and you want to address that problem? Can you attack this from both angles or do you need to start from a top down approach? Stephen Priestnall: I'm an arch pragmatist and if we know there's a problem to solve and it's screaming for a solution, then that's going to solve the problem. I would only cancel that try and stand back and look at the unintended consequences through a very objective lens. You don't need to spend long doing that. But I think the magnetism of solving a problem that's been a longstanding problem can also act as a set of blinkers. So that's the only thing I would say. Paul Marden: Yeah, you can be distracted by the screaming problem that turns out not to be the real root cause. If you take the bigger picture of you. Stephen Priestnall: If we got this horrendous problem just before checkout, whether that's a digital or at the attraction itself and queuing up going on, you know, there's a need to solve that through a piece of technology or extra stuff on the tills. But actually, it turns out that there's a funneling process going on in the start of the process that's causing everybody to end up at the checker at the same time. And that can be solved by a different distribution of products in the attraction itself, or bringing in some different content to inform people in the digital journey. That means they don't have to do task X and Y because they now know about it. You know, we've all had that before, which it looks like people can't get through this bit of the funnel. Let's try and make this bit of the funnel easier. Stephen Priestnall: Let's try and do more things. More buttons, more. Let's just try and make it easier. But actually, it turns out, if only we'd given that visitor to the digital journey more time to consume content and not push them through the first stage of the transaction process so quickly, they would have entered the second stage much better informed and relaxed about completing the overall thing. Paul Marden: It's just such a challenge, isn't it? Because I can just feel me even now with our fictitious scenario, all I want to do is squeeze them down the funnel. But you have to focus at the end about getting the right outcome, don't you? Stephen Priestnall:  There's another great metaphor I like to use, and we do this all the time because we talk about something called sustainable customer experience. And sustainable customer experience strategy isn't about a green CX strategy. It's about saying, if you get your CX strategy right, you will have to spend less money on acquiring new customers, so it's more economically sustainable and there's a really interesting kind of just different way of looking at it. So normally if you look at the typical retail conversion process, if you get 100 people on the top of a digital funnel, you might get five out the end as a conversion there's usually really simple numbers, five. So everybody works on how do we make five six? That's the big thing because that's like 20% improvement. If you get five to six, we've just put 20% on the bottom line. Stephen Priestnall: Meanwhile there's 95 people. Do you care? Are you interested? I came here for a reason and you don't like me anymore, so. Well, goodbye then. So what we do is we say, right, we want to put as much effort into understanding the 94. It's not wasted effort. I'm a pragmatist, as we do making the five six, because if out of that 94 we can get another 20 over the next twelve months to do the same thing. We've not spent any money on customer acquisition. We've built and engaged in a relationship. We've had opportunities to talk and engage them, which probably means they're going and talking to other people and checking about the experience. So they're probably doing some recruitment for us anyway, which we can also nudge behaviour. Stephen Priestnall: And then what that does, it changes the mentality inside the organisation to not just think about, we've got six out the other end. Yes. Celebrate. And actually think about. Because imagine if you did that physically. Imagine if physically you could see the hundred people in a queue and everybody went off celebrating the 6th that went through. And then you look back and you looked at these 94 people just milling around having a chat with each other and what just happened. Paul Marden: Yeah, that would feel pretty uncomfortable, wouldn't it? Stephen Priestnall: It will. Especially for an attraction. Paul Marden: Yeah, for sure. Look, this has been brilliant. It's nice. I think sometimes to take a step back and look at that kind of the 101 class, the intro to the subject. And I think this is a subject that we will come back to again and again. We've talked about taking it back to its first principles a little bit today, but this is embedded within the attraction sector. They know and understand the people that come through the door. This is something that they take really seriously, obviously. But I think there are ways in which we can take what we've learned today and use that as a springboard into some more deeper conversations. Paul Marden: Maybe in Season 6, which is coming up where we can talk a little bit more about, you know, your conversations about AI, the direction that you take these things in. How does AI help you in a world where you want to be cx centric? What does AI do for you? So thank you ever so much. This has been brilliant. Thank you. Stephen Priestnall: Really enjoyed it. Paul Marden: One last ask of you, though. We always ask our interviewees to come up with a book recommendation. And it can be fiction, it can be factual, it can be about the subject. But we will give this book away to the first person that retweets the show advert and says, I want Stephen's book. So what is the book that you'd like to share with the world? Stephen Priestnall: Well, so I'd love to say it was. It was a book I wrote in 1986 on expert systems in context. I was doing AI back in the 80's. That one is out of print. You definitely will get hold of it. Instead, it's a book that I think challenges, whatever your persuasions about understanding of the environment and climate, challenges your way of thinking about. It's a book by an activist called George Monbiot, and it's called Feral. And it's to do with the rewilding of Britain, the potential for rewilding Britain. And again, whether you're minded to think that's a good thing or not, it's a great book to just think, okay, that's my perceptions challenge. I hadn't thought of things like that. Paul Marden: Excellent. So, listeners, if you'd like to get a copy of Stephen's book, then head over to X, find the show tweet that we put out and say, I want Stephen's book. And the first person to do that will get a copy. Stephen, this has been wonderful. Thank you all so much. And hopefully we will talk more about this in Season 6. Stephen Priestnall: Thank you very much, Paul. Oz Austwick: He's a really interesting guy, isn't he? Paul Marden: He is indeed. I said to Stephen afterwards, it was such a nice conversation because we've been working together for years, and today I got to ask the questions I've been too embarrassed to ask for the last few years because I really should, at this point, know the answers to them. But today I was able to take the place of the listener and ask those questions without fear of embarrassment. Oz Austwick: Yeah, there does come a point where you kind of feel that you probably shouldn't be asking this question anymore. You should already know this. Yeah, I love that. I thought, it's really interesting. I love this concept of nudging that he talked about, and it's something I've been aware of online for years, but the kind of putting it in the context of happening in the real world, I thought was really interesting. It gives you a bit of insight into how weird it is that we try and force people into certain pathways online. When you'd never dream of doing that in the real world, just having somebody outside a room just pushing you into it. Yeah, you wouldn't do that. Paul Marden: You're in a queue for the log flume and you get poked in the back to say, “Do you want to buy your photo? Do you want to buy your photo? You really do want to buy the photo, don't you?”Oz Austwick: Well, I mean, that does kind of happen, doesn't it? It's usually my children that are doing it, if I'm being honest. But, yeah, really interesting stuff. Paul Marden: A nice way to round out some amazing interviews and fireside chats that we've had over Season 5 and look forward to Season 6. Oz Austwick: Yeah, I'm really excited about Season 6. Paul Marden: Yeah, we want to do something a little bit different, don't we? Oz Austwick: Yeah, well, I mean, firstly, I'll get to start the season of the podcast. Because I wasn't here at the start of Season 5. I've kind of just weaseled my way in halfway through the season and gone, “Yes, mine now.” Paul Marden: Tell listeners, what is it that we want to do differently? Oz Austwick: Well, it feels a bit weird to me that we're creating a podcast all about the visitor attraction sector, which is designed to get people out of their houses to a place and actually experience it in the real world. And yet you're sitting in exactly the same room, and I'm sitting in exactly the same room. And as we pointed out not long ago, I'm wearing the same t shirt as I seem. This appears to be my podcast t shirt. And yet, you know, we're not getting out. So we're gonna get out. We're gonna get in a car and go to a place and record a podcast in an attraction with a person. And I think that's amazing. Paul Marden: Yeah, I just can't wait. We've got a couple lined up. One's crazy, one's going to be a big event. It could be really fun, but we love listeners with attractions who would like two blokes and some cameras to turn up to invite us along. We would love to come and visit your venue. We would love to talk about whatever subject it is that you think our listeners would like to discuss, and we'll come along and we'll record it in real life at your place and see how amazing your venue is and talk more about the stuff that everybody's interested in. Oz Austwick: Absolutely. But it's not just that we're going to do a little bit differently, is it? We're kind of focusing a little bit more on different groups. Paul Marden: Yeah. There was some lovely feedback for those, for listeners that listened to Kelly's final episode, her swan song. When Ross from Drayton Manor came on and talked about his experience of being on the podcast and how influential it was for him to have his 15 minutes of fame for Skip the Queue, and how important that was to him in his stage, in his career, that prompted us to think about, can we use this platform now that so many people before us built to help to shine a light on new and emerging talent in the sector? So if you are in early stages of your career and you are doing something interesting in the attraction space, could be digital, it could be something customer focused in real life. Paul Marden: There's so many different ways where we could have an interesting conversation about what it is that you do and why other people would find it interesting. You know, invite us in. We would love to have that conversation with people. If you know someone, if there's someone in your team who, you know, you can see is doing amazing things and could grow in their career with the spotlight shone on them, and there's lots of people like that, then point them in our direction. Point us in their direction. We can definitely do something to help them to share their story and hopefully to benefit from that springboard, that stepping outside and talking to the outside world about what you do can really have on a career. Oz Austwick: Yeah, absolutely. I think it's lovely that hopefully now, after five seasons, the podcasts kind of mature enough that we don't need to lean on those famous, influential people in the industry quite as much. And hopefully that maybe we've got enough loyal listeners and enough of us standing as a podcast that we can tell stories just because they're interesting. Yeah, you already know the name of the person we're talking to, so, yeah, that's going to be really exciting. Paul Marden: But, you know, there are stories to be told that we don't know about yet that I'm sure will be going on inside listeners minds and, you know, hit us up, send us an email, send us a tweet, an X. I don't know what. I don't know. That's another story, isn't it? But send us a message by carrier Pigeon, if you can, that tells us what you think we should be talking about, the people we should be meeting and the stories that should be told. We would love to hear from you. Oz Austwick: Yeah, and in the meantime, enjoy your two or three weeks without Skip the Queue. Paul Marden: Yeah, absolutely. Hopefully you're all busy working in your attractions, being absolutely swamped. If the attractions I've been to are anything to go by, it is a rip roaring success of a summer. We've had some pretty good weather and yeah, we'll be looking back at this September October time thinking what an amazing summer it was after a disappointing start to the year. Oz Austwick: So yeah, well, fingers crossed. Absolutely. Paul Marden: Thank you, Oz. It's been delightful. I've enjoyed every minute of it. Oz Austwick: Yeah, me too. Here's to Season 6. Paul Marden: Yeah, see you on the other side. Paul Marden: Thanks for listening to Skip the Queue. If you've enjoyed this podcast, please leave us a five star review. It really helps others find us. And remember to follow us on Twitter for your chance to win the books that have been mentioned. Skip The Queue is brought to you by Rubber Cheese, a digital agency that builds remarkable systems and websites for attractions that helps them increase their visitor numbers. You can find show notes and transcriptions from this episode and more over on our website, SkiptheQueue.fm. The 2024 Visitor Attraction Website Survey is now LIVE! Help the entire sector:Dive into groundbreaking benchmarks for the industryGain a better understanding of how to achieve the highest conversion ratesExplore the "why" behind visitor attraction site performanceLearn the impact of website optimisation and visitor engagement on conversion ratesUncover key steps to enhance user experience for greater conversionsFill in your data now (opens in new tab)

In this episode, Jon will be sharing 7 different ways that people view the Good News (think Guilt, Shame, Power, etc.) and how that can impact your ads and digital engagement responding. To watch this training, go here: https://youtu.be/Qffc3N32UyM

In this episode, Jon will be sharing several insights from a leaked internal document from Google that shows how the algorithm chooses what to show. From nearly 14,000 variables, a few are very important for your Digital Engagement efforts. To watch this episode, go here: https://youtu.be/uv7cpR-ciJw

Yair Reem is a Partner at Extantia Capital, a climate-first venture capital firm accelerating the path to a decarbonized world by backing daring entrepreneurs with breakthrough ventures. He co-founded BeyondBlack, a fund for investments in technologies reducing greenhouse gas emissions, and advises European startup CEOs on strategic narratives. Formerly Managing Director at Hasso Plattner Ventures, Yair was also a cyber technology leader at Israel's Unit 8200. He holds a B.Sc. in Electrical Engineering from Technion, an Executive MPA from Hertie, and an AMP from Wharton.This episode delves into:First-of-a-Kind (FOAK) ExplainedStrategic PartnershipsCap Table ManagementVC Risk-TakingBrand Building in VCWant to go deeper?Invest in climate moonshots with Climate Insiders. Join 300+ members and become a shareholder of the best climate tech startups alongside us, from $1,000. Become a member now: https://www.climateinsiders.comJoin the Climate Insiders newsletter, The only newsletter you need to invest in climate tech. Every Saturday I share one actionable tip to invest successfully in climate tech. Join 3,500+ investors and get access to investing tips and strategies to invest today: https://climateinsiders.substack.com/(00:00) - Episode Trailer(01:04) – Intro(01:34) – What is The Foaking Awesome?(04:09) – What does Foak mean?(06:20) - Are VCs Ready to Embrace First-of-a-Kind Opportunities?(08:10) – Which are the Sectors full of Possibilities?(10:25) - Can Nvidia's Success Be Replicated in Future Industries?(11:12) - Is Investing in Nuclear Fusion the Next Big Challenge for VCs?(11:51) – Where are we in terms of TRL?(12:50) - Does the Stage of Funding Determine When to Build the First Factory?(13:46) - Is Partnering with Corporates Essential for Startup Success in Climate Tech?(16:37) - When Should Startups Add Strategic Investors to the Cap Table?(17:54) - Do Startups Need Corporate Connections, or Can VCs Bridge the Gap?(18:45) - Are Corporate Partnership Managers the New Must-Have in Climate Tech?(21:11) – Deep Tech Engineer vs Software Engineer – What is the Difference?(23:14) - What Makes Climate Hardware Sexy to Big Financial Players?(24:40) - What Common Cap Table Errors Scare Away Investors?(26:28) - Should Founders Fight or Fold? Navigating Long-Term Potential vs. Short-Term Survival(30:12) - Are Ego-Driven Valuations Hurting Startup Founders?(32:08) - Why 20% Matters: Balancing Venture Builder Impact on Cap Tables(33:31) - Choosing Between Co-Leads or a Dominant Lead Investor: What's Best?(36:34) - Is Risk Aversion Stifling Innovation in VC?(39:50) - First Principles of VC: Balancing Risk in Turbulent Markets(41:43) - Conscious Choices: Team Effort vs. Individual Initiative(42:05) - Authenticity vs. Quantity: The Struggle in Digital Engagement(44:39) - Team Dynamics: Internal vs. External Strategies for Time Management(47:26) - Risk and Reward: Inviting Others to Innovate in VC(49:29) - Expanding Reach: Should VC Messaging Extend Beyond LinkedIn?(50:56) – Role Models in VC(53:14)- YouTube as a Knowledge Foundation: Do VCs Trust Video Learning?(57:52) - Differentiation Strategy: From Tech to Brand, Creating a Category of One(01:01:23) - Breaking the Exit Taboo: IPOs and Strategic Acquisitions in Impact Business(01:03:41) - Exchange of Goods and Society: The Role of Money in Innovation(01:05:04) – Outro

Tadu, Monica, and Tim convened to discuss diversity, equity, and inclusion (DEI) in the technology sector as part of a podcast series. Tadu, the Vice President of Digital Engagement at Nakubo, emphasized the importance of DEI practices in their work. Monica, the Vice President and Chief Information Officer at the American Council on Education, shared that she is currently navigating DEI initiatives at her new organization. Tim, the Managing Director at Mckinley Advisors, highlighted his long-standing focus on DEI and technology strategy. The group is located in the DC area.

In this latest episode of Tuning In to the C-Suite podcast, Briana Contreras, an editor with MHE had the pleasure of meeting Loren McCaghy, director of consulting, health and consumer engagement and product insight at Accenture, to discuss the organization's latest report on U.S. consumers switching healthcare providers and insurance payers. One of those surveys were on payer experiences and the other on patient experiences. McCaghy shared that ease of interaction, rather than clinical experience, is a primary reason for switching. He stressed the importance of building trust through positive experiences and meeting patient needs digitally, starting with basic functionalities could help patient turnover.

Recorded Live at B2B Online ChicagoPhilips has done a great job setting up a center of excellence for commerce, essential for larger conglomerates and companies with multiple divisions. Antonio Espinoza, Head of Digital Engagement and Strategy at Philips shares his insights in this interview with Brian at B2B Online Chicago. Listen now!Purchasing is Person to PersonKey takeaways:{00:15:17} - “The experience we were providing was not one that the average consumer today expects. Amazon is this gold standard. And so when we thought about the structure we had to have, the enablement we had to provide to our businesses and to the regions, we had to be thinking about things like that and really trying to understand customer first what had to evolve.” - Antonio{00:22:06} - “There is a difference on how these things are being deployed. Is it just being slapped on to a solution, or is there a meaningful use case? And B2B actually might be the place where you're going to see more benefits upfront of using AI before consumer starts to.” - Brian{00:22:55} - “No matter how you and your organization decide to leverage or not leverage it, being close to really understanding what it is, how it is being used, the upsides and the downsides or the places to kind of look out for is just so critically important.” - Antonio{00:28:17} - “Save humans for things that are better done by humans and let the systems handle things that are better handled by systems.” - Brian{00:29:36} - “Gone are the days where we should be interrogating and asking a 100 questions of what kind of experience do they want. We need to better leverage the data and the understanding that we have of them already to deliver these automated tailored experiences to allow them to get more of their time back to do the higher order things that they need to do.” - AntonioAssociated Links:Learn more about Antonio Espinoza and PhilipsStep by Step episode The Consumerization of B2B, Feat. Kirsten GreenCheck out Future Commerce on YouTubeCheck out Future Commerce+ for exclusive content and save on merch and printSubscribe to Insiders and The Senses to read more about what we are witnessing in the commerce worldListen to our other episodes of Future CommerceHave any questions or comments about the show? Let us know on futurecommerce.com, or reach out to us on Twitter, Facebook, Instagram, or LinkedIn. We love hearing from our listeners!

In this episode, Karlie Smith, the Director of Digital Engagement with the Coastal Athletic Association (CAA), discusses the danger of pursuing a career in sports for self-promotion and prestige, what a godly purpose for wanting to work in sports should look like, and much more!Learn more about Uncommon Sports Group or connect with our community!Register or learn more about the Christians Working in Sports (CWS) Conference this summer in Minneapolis, MN, on June 21-22.Watch this episode on our YouTube channel.

In celebration of National Volunteer Month in April, we flipped the script on our podcast host, Viannca Velez '10. Take a listen as our Assistant Director of Alumni Communication and Digital Engagement, Aaron Smith, puts the Pirate Eye on Viannca. Hailing from Jersey City, NJ, Viannca is a communications strategist with over 13 years of experience. As Director of Communications for New York City's Caribbean Cultural Center African Diaspora Institute, Viannca leads the creation and implementation of the organization's marketing, public relations and mass communication strategy. Her communications experience includes her career beginnings as a video journalist for Fi0S1 News on Long Island, NY, in-studio tech work at the sports television channel SNY, and digital media management for NGL Media (now NGL Collective). Viannca developed into a communications strategist within the nonprofit sector through her years of working in the advancement departments of Marist High School and Seton Hall University. At each institution, she created and led campaigns that used video storytelling, social media and niche segmentation to successfully increase community engagement and individual donations.  Instagram: www.instagram.com/vianncavelez Linkedin: www.linkedin.com/in/vianncav

In this episode, Jon will share how a principle from the 1800's still impacts our digital engagement efforts in the 21st Century. By focusing on the 20% that brings the 80% results, we can have more impact, more ministry fruit, and less burnout. To watch this training, go here: https://youtu.be/V3mJU95_-TA

In this episode, Jon will be sharing several ways that we can walk with the Spirit and trust Him to work through the Word of God in our Digital Engagement efforts.  To watch this training, go here: https://youtu.be/t52o1lrMXY0

In this episode, Jon will be introducing Cody. Cody is an experienced field worker with Digital Engagement, DJI champion, Digital Strategist for a Mission Organization, and the newest member of the Kavanah Media team.  To watch this interview, go here: https://youtu.be/q8rI3okMtIA

In this episode of Creating the Vision, I sit down with Carroll Van Hook Weaver, the Director of Leasing and Marketing for Kenect, a revolutionary living space concept. The discussion revolves around Carroll's extensive background in hospitality, customer service, and housing development, shedding light on her journey with Kenect since its inception in Nashville and Phoenix.  Carroll shares details about Kenect's mission, its distinctive approach to living spaces that cater to busy professionals, and exciting plans for future expansion. The episode also talks about our upcoming collaborative event geared towards creating community and reassessing our goals to date. Personally, I love staying at the Kenect property when I'm traveling, because they really do have everything you need. It's like your own home away from home! We talk about: 00:00 Intro 01:48 The Evolution and Impact of Kenect: From Hospitality to Housing 04:44 Exploring the Brand Pillars of Kenect 06:15 The Unique Lifestyle and Community of Kenect 11:48 The Future of Kenect: Expanding Corporate Partnerships 17:49 More Than Just an Apartment 23:02 Exploring Innovative Programming and Digital Engagement 23:52 The Evolution of Event Planning and Member Engagement 25:30 Creating a Unique Living and Working Experience 26:51 The Vision Behind Kenect: Revolutionizing Multifamily Living 30:39 Expanding the Connect Experience: Local and International Growth 33:28 Vision Boarding and Empowerment: Upcoming Event Highlights 35:44 Setting Professional Goals and Enhancing Corporate Partnerships 37:58 Upcoming Event Details Resources: Workbook: https://a.co/d/9GpwurV Connect with Carroll https://www.kenectnashville.com/ https://www.facebook.com/KenectNashville https://www.instagram.com/kenectnashville https://www.youtube.com/channel/UCnYWbUP5PTdBKb9pYO0OPqg   Connect with me Instagram: https://www.instagram.com/mariamaldonadosmith/ Facebook: https://www.facebook.com/confessionsofacorporatemom LinkedIn: https://www.linkedin.com/in/maria-maldonado-smith-a506805/ Website: https://mmsconsultingfirm.com/  

Join Elisa as she welcomes Olena Lima, Founder of MemberBoat to the Association Transformation family to discuss the ever-evolving digital engagement dance. We debunked the myth of email's demise, explore innovative ideas for global #memberengagement, highlight methods to tailor content for multigenerational audiences, and emphasize the importance of aligning marketing and membership teams to ensure a seamless member experience. Check out episode 95 for actionable insights to elevate your association's digital engagement strategies.Support the show

In this episode of This Week in Health Tech episode, Vik welcomes Kevin Smith, AVP, Digital Health, Baptist Health.We focus on impact of AI in healthcare marketing. We start out talking about future AI phones and Google, Search Generative Experience SGE. Kevin provides some background of Baptist Health digital properties and how sites were amalgamated from every hospital having their own sites to centrally managed digital websites and apps. Vik and Kevin then dig into the HHS's highlighting concern last year for using Google Analytics for analytics since the information collected could be in violation of HIPAA. We discuss the impact of removing Google Analytics and how not having any tracking technologies is a huge gap and provides no insights into how the users are using the websites. Kevin also provides some options that they are looking into to replace Google Analytics. Then Kevin and Vik dig into how AI can be used in digital marketing starting with using AI in generating content, images, videos. Kevin also brings up AI policies and if there is a need to disclose use of AI and how do you do that. Maybe using content generation with AI won't work because it may not match the organization or the locality branding. Many times it is easy to see when content is AI generated because AI uses certain terms more than usual and does not seem natural.Vik and Kevin then discuss AI chatbots and is this something that could be used on a healthcare site? They discuss the pitfalls of AI chatbot and how the responses are not always trustable. Also what about sharing information with AI solutions and integration from EHR or other sources into the AI solutions. Kevin then lastly shares a tip for listeners that he has incorporated with his team. They have instituted some brainstorming time once a month that allows the team to use the time away from meetings to think of best use cases for AI, collaborate on these ideas. Hopefully a reset time for the team to come up with enhancements for existing and potentially new solutions. Guest Kevin Smith Contact Info:Linkedin: https://www.linkedin.com/in/kevinbradleysmith/Listen to all This Week in Health Tech episodesVik Patel - LinkedInTido Inc. - WebsiteTido Inc. - LinkedInSupport the showListen to all This Week in Health Tech episodesVik Patel - LinkedInTido Inc. - WebsiteTido Inc. - LinkedIn

In this episode, Jon will be sharing the biblical power and mission behind digital engagement and the discipleship process. The reason and the results will be shared. To watch this training, go here: https://youtu.be/XsrX9UFu368

When we started getting together to discuss access more than a decade ago, the notion of quality assurance didn't even exist. We were just happy if someone answered the phone. Over the years, however, our contact center leaders have developed processes to measure quality – understanding the experience of the caller, as well as elevating our callers' voices to improve performance throughout the health system. Let's hear these experienced leaders engage about the value of quality monitoring – and how artificial intelligence is changing the face of it.    Guests: Tracy Cocco, Senior Director, Patient Line Innovation, UCHealth  Suzanne Ronner, Vice President, Patient Access Center, Digital Engagement, Hackensack Meridian Health  Chris Munoz  , Senior Patient Access Center Manager, Patient Access Center, University of Florida Jacksonville Physicians  Special guest: Scott Kendrick, SVP, Strategy and Alliances, Callminer