Podcasts about personalisation

Welcome to a special edition of the The Big Lift podcast presented by Webtrends Optimize Product Director, Sandeep Shah and featuring our special guests, Steve Moran & Nigel Vaughan from Conversio, a leading B Corp-certified CRO agency dedicated to advancing digital performance through data-driven insights and custom strategies.We all know personalisation is a cornerstone of any strong CRO strategy but let's be honest, most brands are only scratching the surface. Sure, welcome messages and product carousels are a good start, but personalisation can (and should!) go so much further.Done right, it doesn't just improve conversions. It creates experiences that feel meaningful, relevant, and human. It's what turns one-time buyers into lifelong fans.That's exactly what Webtrends Optimize and Conversio explored together in their latest video podcast. It's a practical, insight-packed conversation about the real data you should be paying attention to, the experiences your customers actually care about, and how to move beyond the usual tactics into something genuinely powerful.If you're ready to rethink what personalisation really means - and how to do it better - this is definitely one for you.

"Discover how AI can enhance customer journeys while respecting privacy and preferences"This session explores how marketers can use AI to drive personalisation while remaining transparent, fair, and compliant. We cover practical strategies, recommended tools, and real-world use cases across the customer journey. The aim is to balance commercial success with customer trust.AI is customer-centric when it adapts to individual needs, behaviours, and preferences without compromising autonomy or privacy.It focuses on increasing relevance and efficiency while upholding fairness and transparency.Key priorities:Respect customer intentUse data responsiblySupport rather than manipulateWhy Ethical Personalisation MattersAccording to Cisco's Consumer Privacy Survey, 81% of people are concerned about how businesses use their data.Customers now expect personalised experiences, but also expect clear control over their information.Personalisation without ethics reduces trust, increases opt-outs, and risks legal penalties.More content like this at Cambridge Marketing College http://marketingcollege.com

Harsh truth: everything you know about community is outdated.Let's get to the heart of a word marketers love to throw around, but rarely define.This week, join us LIVE from the stage of the Brand Advocacy Summit: London — kicking off a four-part mini series from the day with a heavy hitter.Verity sits down with Lucy Murray (Brand Director @ Free Soul), Emily Mitchell (Marketing Director @ Tropic Skincare), and Paul Hickey (Group Director @ SAMY Alliance), to unpack what brand love actually looks like in 2025.Together, they cover:The 3 Truths Behind Community: From off-the-grid connections to consumer-run spaces, find out what today's best brands know.Real Talk on Events, Activations & Intimacy: Smaller, meaningful events trump 400-person spectacles. You know this, so hear the real best practice for acting on it. When the time comes, scale doesn't have to mean soulless, either.What Listening Actually Looks Like: Learn how Tropic's 20k-strong ambassador base & Free Soul's biggest Advocates guide product and marketing decisions – no red tape needed.Why Emotional Connection Still Wins: From Free Soul's community-built retreats to grassroots wellness events (touching grass, wholly included), discover what keeps customers coming back.Social Listening with a Human Lens: Hear how SAMY Alliance challenges traditional sentiment tracking with one goal; to get under the skin of what audiences really think.This one is for any brand that wants to build community beyond a hashtag & follow back. No fluff. No filter. Just what works.This episode is in partnership with SAMY Alliance; a global network of creative and data-driven marketing agencies helping brands grow through cutting-edge insights, human connection, and digital innovation.You can learn more about these good folk here: https://samy.com/en/ Chapters00:00 – What Is Community in 2025, Really? 03:48 – Free Soul's Ground-Up Community Strategy 06:01 – When Wellness Events Build Real Belonging 08:56 – How Tropic Skincare Co-Creates With Its Ambassadors 10:27 – Listening Without Red Tape (And Acting On It) 12:15 – Why Social Listening Needs a Human Lens 14:01 – Tropic's Infinite Purpose (And How It Drives Loyalty) 16:04 – Building Emotional Connection at Scale 18:35 – The Tangible Impact of Products Like Free Soul's 21:33 – Personalisation & Segmentation That Actually Resonates 22:50 – Accountability: The Ultimate Signal of Community 24:27 – When Customers Speak To Each Other 27:00 – Copied Community Strategy? Blinkers On. 28:55 – Authentic Customer Stories: The Real Advocacy EngineRate & review Building Brand Advocacy:Apple PodcastsSpotifyConnect with Lucy, Emily & Paul:On Lucy's LinkedInOn Emily's LinkedInOn Paul's LinkedIn

Welcome to the latest episode of L.I.F.T.S – your bite-sized dose of the Latest Industry Fitness Trends and Stories.   Host Matthew Januszek, Co-Founder of Escape Fitness attended FIBO in Cologne, Germany, joined by guest co-host Grace McNamara, Partnerships Director EMEA at Elfie.   In part 2 of this episode, Matthew and Grace are joined by: Igor Krezić, Founder & CEO of Rolla. Riccardo Turri, CEO of Starpool. Marco Stefano Guiducci, VP International Sales at EGym. This episode covers: Redefining longevity as quality of life rather than just extended lifespan. Democratizing the term "athlete" to include everyday people of all abilities. Leveraging AI to provide personalized health and fitness recommendations. Implementing proper cold therapy protocols with individual customization. Using gamification to increase engagement in health and fitness activities. Industry responsibility in providing accessible, evidence-based education. To learn more about FIBO, click here: https://www.fibo.com ====================================================== Support fitness industry news by sponsoring future LIFTS episodes. Contact us at marketing@escapefitness.com for advertising opportunities. Subscribe to our YouTube channel and turn on your notifications so you never miss a new video when it's published: https://www.youtube.com/user/EscapeFitness Shop gym equipment: https://escapefitness.com/shop View our full catalog: https://escapefitness.com/support/catalog (US) https://escapefitness.com/support/catalogue (UK)  ====================================================== Facebook: https://www.facebook.com/Escapefitness Instagram: https://www.instagram.com/escapefitness Twitter: https://www.twitter.com/escapefitness LinkedIn: https://www.linkedin.com/company/escapefitness/   00:00 Intro 03:35 Defining Longevity 06:03 The Role of Athletes and Everyday Habits 15:38 Gamification and Community 19:10 Cold Therapy and Personalisation 32:00 Education and Responsibility

Patrick Lemay, Head of Corporate Development, PayRetailersBiometric authentication solutions are about more than just security. While multi-modal authentication is reducing fraud, it also holds the potential to create a more seamless and personalised payment experience. Robin Amlôt of IBS Intelligence discusses the opportunities with Patrick Lemay, Head of Corporate Development at PayRetailers.

In this episode of the Learning While Working Podcast, Bianca Baumann and Mike Taylor share insights from their latest book, ‘Think Like a Marketer, Train Like an L&D Pro: Strategies to Ignite Learning', and dive into actionable strategies that L&D professionals can borrow from the world of marketing.Discover why shifting your mindset from “order taker” to strategic business partner is essential for today's L&D professionals. We also uncover how to personalise learning at scale, run effective learning campaigns, and apply marketing-inspired strategies to create learning experiences that resonate – and deliver results.About  Bianca BaumannBianca Baumann is a seasoned learning strategist, international speaker, and author who specialises in innovative workforce enablement solutions. With deep expertise across L&D, employee experience, performance management, and future workforce planning, she partners with global organisations to design data-driven, business-aligned strategies. Known for her work with C-suite leaders and high-performing teams, Bianca brings a sharp focus on transforming human capital into a competitive advantage.About  Mike TaylorMike Taylor is a learning consultant on a mission to eliminate boring, ineffective training. With hands-on experience across nearly every role in L&D, he combines practical know-how with a passion for finding smarter, more engaging ways to help people learn. A self-described “recovering bad student,” Mike brings deep empathy for learners and a talent for simplifying complex topics. He helps organisations design impactful, tech-savvy learning experiences that connect with today's distracted workforce.Key takeaways:Start small and don't be intimidated: You don't need a big budget or fancy tools to bring marketing thinking into learning. Simple, actionable steps – even with no-cost tools – make a difference. (And, get others excited to join in!)Adopt a learner-centred mindset, not just content creation: Marketing excels at understanding audiences. Use tactics like research-based personas and journey mapping to make learning experiences resonate and drive business outcomes.Think in campaigns, not just courses: Like marketers, L&D should use content strategically – spread it across multiple channels, personalise when possible, and align everything to the bigger business workflow.Chapters:(00:00:00) Introduction(00:06:11) Design learning for cognitive understanding(00:07:19) From order taker to partner(00:11:13) Prioritising actionable sales metrics(00:14:39) Marketing funnel concept for learning(00:17:43) Reframing persona use in design(00:23:25) Evolving learning journeys(00:27:25) Personalisation in marketing technology(00:29:01) Content organisation for enhanced learningLinks from the podcast:Connect with Bianca Baumann on LinkedInConnect with Mike Taylor on LinkedInTrain Like A Marketer WebsiteThink Like a Marketer, Train Like an L&D Pro – Book  

Ganesh Chithambalam, Co-founder at Recotap, explores how account-based marketing is evolving and discussed the challenges marketers face when it comes to effectively marketing their products. Learn how Recotap is enhancing ABM by using LinkedIn as a high impact advertising platform and empowering smaller SaaS companies to run personalised campaigns. Ganesh also unpacks key topics such as understanding buyer intent, avoiding common pitfalls in traditional ABM strategies, and creating messaging that resonates with target audiences. About Ganesh Ganesh Chithambalam is a seasoned entrepreneur with over 15 years of experience in the SaaS and marketing technology space. Before founding Recotap, he built and scaled 30+ high-growth SaaS products and a high-performance programmatic ad exchange. With a deep focus on performance marketing, automation, and account-based strategies, he brings a pragmatic, results-driven approach to solving complex B2B marketing challenges. Ganesh is passionate about using data and technology to drive meaningful outcomes for marketing teams. Outside of work, he enjoys traveling, discovering local cultures, and experimenting in the kitchen. About Recotap Recotap is an Account-Based Marketing platform purpose-built for B2B marketers who want to run high-impact, personalised LinkedIn campaigns at scale. Designed to simplify complex ABM workflows, Recotap brings together data signals, audience segmentation, ad personalisation, and performance tracking into one unified platform. By leveraging intent data, CRM insights, and website behaviour, Recotap helps marketing teams identify high-fit, in-market accounts and automatically activate 1:1 ad campaigns and personalised landing pages. Whether you're building awareness, accelerating pipeline, or influencing late-stage deals, Recotap enables full-funnel ABM execution with minimal effort. Trusted by fast-growing SaaS and tech companies, Recotap is helping redefine how modern B2B teams approach demand generation, sales alignment, and marketing ROI. Time Stamps 00:00:18 – Guest Introduction: Ganesh Chachambaland 00:00:43 – Ganesh's Career Journey and Founding RecoTap 00:03:38 – Challenges in Current ABM Campaigns 00:04:12 – Common Mistakes in ABM Marketing 00:06:24 – Intent Signals and Their Importance for SaaS 00:07:03 – Personalisation in ABM Campaigns 00:12:18 – Balancing Lead Generation and Brand Awareness 00:16:37 – Predictions for the Future of ABM and Marketing 00:18:26 – Valuable Marketing Advice Received 00:20:28 – Outro and Contact Information Quotes “The companies which are getting successful are the ones who are marketing it well.” - Ganesh Chithambalam, Co-founder at Recotap "I think brand positioning and brand differentiation is very, very important.” - Ganesh Chithambalam, Co-founder at Recotap Follow Ganesh: Ganesh Chithambalam on LinkedIn: https://www.linkedin.com/in/ganesh-chithambalam/?originalSubdomain=in Recotap website: https://www.recotap.com/ Recotap on LinkedIn: https://www.linkedin.com/company/recotap/ Follow Mike: Mike Maynard on LinkedIn: https://www.linkedin.com/in/mikemaynard/ Napier website: https://www.napierb2b.com/ Napier LinkedIn: https://www.linkedin.com/company/napier-partnership-limited/ If you enjoyed this episode, be sure to subscribe to our podcast for more discussions about the latest in Marketing B2B Tech and connect with us on social media to stay updated on upcoming episodes. We'd also appreciate it if you could leave us a review on your favourite podcast platform. Want more? Check out Napier's other podcast – The Marketing Automation Moment: https://podcasts.apple.com/ua/podcast/the-marketing-automation-moment-podcast/id1659211547

People are prioritising smaller guest lists as fewer couples marry - according to new reports. Wedding Professional has revealed its average client spend this year is more than $87,000, anchored by an international wedding with a $160,000 dollar budget. Director Suzanne Carson says Kiwis want the great experience, without the price tag for lots of guests. "Personalisation is a great big thing - I think they want the experience and they want the experience for everybody, so I do believe that the numbers have come down." LISTEN ABOVESee omnystudio.com/listener for privacy information.

In this episode, Jason Donapel, co-founder of The Email Experience, dives into how brands can level up their retention marketing using smarter segmentation and hyper-personalisation.   He explains why relying on generic pop-ups, discounts, and surface-level personalisation just doesn't cut it anymore. Instead, he advocates for tailoring messages based on real customer behaviour—like what they're browsing or why they signed up in the first place—and choosing the right channels (email, SMS, even postcards) to reach them at the right time.   Jason's all about using welcome flows and opt-ins to learn what people actually want, then building curated experiences that feel more relevant and less spammy. He also pushes back on old-school split testing, saying brands should focus on understanding their users first and testing smarter later. It's a practical, no-fluff take on how to build stronger customer relationships that actually drive results.

In this episode we speak to Stephanie Thomas, Head of Retail Experience at VCCP. Stephanie talks about her experience in moving from a start-up culture in the Middle East to working with iconic brand McDonalds, how personalisation and target engagement is the key to success, the catalysts behind the Retail Media boom and how retailers can capitalise on its future.

In this podcast, Debbie McKeegan interviews Guy Yaniv, President of EMEA at Kornit Digital about the future of personalised fashion. They discuss the shift in consumer demand towards individuality and self-expression, the technological advancements in garment decoration, and the impact of their Apollo technology on production processes. The conversation highlights the importance of agility in the apparel industry and the need for organisations to adapt to changing market demands. They also explore the challenges of digital transformation and the role of technology in empowering creativity within the fashion ecosystem...

Therapy initiation, adherence, and health outcomes are being driven by artificial intelligence (AI)-powered personalisation. Today's consumers are more active participants in their healthcare. Marketing in the era of consumer-driven healthcare requires new strategies to reach patients with the information they require, and how and when they need it. In a new pharmaphorum podcast, web editor Nicole Raleigh speaks with Bill Grambley, CEO of AllazoHealth, for a conversation on leveraging AI for marketing, as well as medication initiation and adherence. Grambley discusses how AI can be leveraged to create highly personalised patient engagement strategies, tailored to individual needs and preferences, as well as the technology can be used to identify patients at risk of medication non-adherence and intervene early to prevent negative outcomes. The conversation touches upon the ethical implications of using AI to collect and analyse patient data, and how pharmaceutical companies are ensuring patient data privacy and security while leveraging AI to improve outcomes, in addition to the regulatory landscape and the future horizon. You can listen to episode 175a of the pharmaphorum podcast in the player below, download the episode to your computer, or find it - and subscribe to the rest of the series - in iTunes, Spotify, Amazon Music, Podbean, and pretty much wherever you get your other podcasts!

Udi Ziv, CEO, PersoneticsAI-powered customer experience is evolving to meet consumers' needs for a personal relationship with their bank. With a mission to democratise financial wellness, cognitive banking offers a fundamental shift in how financial institutions engage with their customers, leveraging advanced data analytics and predictive modelling. Robin Amlôt of IBS Intelligence speaks to Udi Ziv, CEO of Personetics.

On today's episode of iGaming Daily, sponsored by Optimove, their very own Pini Yakuel tells us why marketing is a lot like basketball. Best played with fluidity.SBC Editor-at-large Ted Menmuir is in the host's chair for this one, joined by Pini Yakuel, CEO and Founder of Optimove, to discuss the growth of the company from 2012, to their current iteration, embodying Pini's marketing philosophy. Pini tells Ted about Optimove's journey, how early adoption of data mining positioned them well to leverage AI in marketing, their positionless marketing philosophy, borrowed from basketball where players are adept across multiple positions. Pini tells Ted that AI is a key enabler of positionless marketing, allowing individuals and smaller teams to handle more aspects of campaign execution. Ted also asks about Optimove's recent acquisition of Adact, a breakthrough gamification platform, to enhance their offering. Pini explains they specifically sought out a gamification platform with marketing DNA, focusing on branded mini-games and loyalty solutions that can be integrated with their existing data-driven platform. Host: Ted MenmuirGuest: Pini YakuelProducer: Anaya McDonaldEditor: Scott FultoniGaming Daily is also now on TikTok. Make sure to follow us at iGaming Daily Podcast (@igaming_daily_podcast) | TikTok for bite-size clips from your favourite podcast. Finally, remember to check out Optimove at https://hubs.la/Q02gLC5L0 or go to Optimove.com/sbc to get your first month free when buying the industry's leading customer-loyalty service. 

Personalisation and collaboration are key to creating compelling brand stories. This episode delves into the innovative My G-Shock campaign by Casio. Naruhiko Miura, General Manager at Casio, breaks down the complexities of integrating manufacturing systems and ERP to offer customisable G-Shock watches - opening up new audiences in the process.  Listen in for a short and sweet insight into the importance of cross-departmental collaboration in turning a product process into a successful brand story.    The CMO Show is produced by ImpactInstitute, in partnership with Adobe. www.impactinstitute.com.au | https://business.adobe.com/au

"So you want trusted data, but you want it now? Building this trust really starts with transparency and collaboration. It's not just technology. It's about creating a single governed view of data that is consistent no matter who accesses it, " says Errol Rodericks, Director of Product Marketing at Denodo.In this episode of the 'Don't Panic, It's Just Data' podcast, Shawn Rogers, CEO at BARC US, speaks with Errol Rodericks from Denodo. They explore the crucial link between trusted data and successful AI initiatives. They discuss key factors such as data orchestration, governance, and cost management within complex cloud environments. We've all heard the horror stories – AI projects that fail spectacularly, delivering biased or inaccurate results. But what's the root cause of these failures? More often than not, it's a lack of focus on the data itself. Rodericks emphasises that "AI is only as good as the data it's trained on." This episode explores how organisations can avoid the "garbage in, garbage out" scenario by prioritising data quality, lineage, and responsible AI practices. Learn how to avoid AI failures and discover strategies for building an AI-ready data foundation that ensures trusted, reliable outcomes. Key topics include overcoming data bias, ETL processes, and improving data sharing practices.TakeawaysBad data leads to bad AI outputs.Trust in data is essential for effective AI.Organisations must prioritise data quality and orchestration.Transparency and collaboration are key to building trust in data.Compliance is a responsibility for the entire organisation, not just IT.Agility in accessing data is crucial for AI success.Chapters00:00 The Importance of Data Quality in AI02:57 Building Trust in Data Ecosystems06:11 Navigating Complex Data Landscapes09:11 Top-Down Pressure for AI Strategy11:49 Responsible AI and Data Governance15:08 Challenges in Personalisation and Compliance17:47 The Role of Speed in Data Utilisation20:47 Advice for CFOs on AI InvestmentsAbout DenodoDenodo is a leader in data management. The award-winning Denodo Platform is the leading logical data management platform for transforming data into trustworthy insights and outcomes for all data-related initiatives across the enterprise, including AI and self-service. Denodo's customers in all industries all over the world have delivered trusted AI-ready and business-ready data in a third of the time and with 10x better performance than with lakehouses and other mainstream data platforms alone.

Send us a textThis week, I'm chatting to Cherry Wills, the CEO of Metabolic Balance Australia, New Zealand and the UK  I was keen to talk to Cherry so she could share her insights and experiences with Metabolic Balance and the people she has worked with, giving you a clearer understanding of how impactful the right food can beWith her extensive background in nutrition and coaching numerous practitioners and clients, Cherry shares insights into this life-changing programme and the remarkable transformations she's witnessed by helping individuals eat the right foods that suit their individual needs.  In our conversation, Cherry delves into key principles of the programme, including:Personalisation. Each plan is customised to align with an individual's metabolism, and health goals.Whole Foods. The focus is on unprocessed, nutrient-dense foods that promote metabolic health.Balanced Meals. The programme calculates an appropriate intake of proteins, fats, and carbohydrates.Phased Approach. There are four phases and it begins with a detox phase, followed by a gradual reintroduction of food groups to observe their effects on the body.Sustainability The ultimate aim is to cultivate long-term habits rather than engaging in cyclical dieting.Tune in to discover how Metabolic Balance can transform your relationship with food! And, do get in touch if it's something you would like to know more about.To listen to Cherry's podcast or find out more about her - see the links belowCherry's podcast https://podcasts.apple.com/us/podcast/metabolic-balance-stories/id1743881225Website https://www.metabolic-balance.co.uk/coach/cherry-wills-52665/cleveland-30052665Amanda Ryder Registered Nutritional Therapist ~ Author of Feel good for Menopause @amandarydernutritionhello@amandaryder.co.ukwww.amandaryder.co.uk

Ben Gamble, Field CTO, VervericaInvestigating the use cases for stream processing technology, such as fraud and anomaly detection; we quantify the value of real-time data analytics for business intelligence and decision-making. Ben Gamble, Field CTO of Ververica talks to Robin Amlôt of IBS Intelligence about the convergence of technologies such as agentic AI and stream processing, and how it can help in the drive towards personalisation.

What if your sales strategy is missing the mark because you're trying to do too much in a single email?   Leslie Venetz, founder of Sales-Led GTM Agency shares her wisdom on modern sales techniques.   We uncover the art of clarity in communication by focusing on one point per email, preventing message overload.   Leslie introduces her groundbreaking "earn the right" concept, a test ensuring each prospect interaction is meaningful. Plus, gain insights into the underestimated power of repetition - making sure your message not only lands but sticks.   Relevance is king in sales, and superficial personalisation just won't cut it.   Hear personal anecdotes and stories that highlight why parroting LinkedIn profiles or using hollow niceties like "I hope you're well" often backfires.   Instead, we champion authentic relevance, demonstrating a deep understanding of the recipient's role and industry to foster trust from the first word.   Sales communication should start with genuine insights, transforming every outreach into a golden opportunity to connect and engage meaningfully with prospects.   We dissect the importance of grasping a prospect's needs and challenges to elevate engagement and effectiveness in communication.   Discover how to craft impactful micro-campaigns that keep your message concise and targeted across multiple channels, even with limited resources.   With Leslie's expert guidance, learn how to maintain engagement by addressing the true concerns and aspirations of your audience, ensuring your sales approach is not just heard, but remembered.   --------- EPISODE CHAPTERS ---------   (0:00:00) - Modern Sales Approaches and Techniques "Earn the right" concept, repetition in messaging, and valuable insights are crucial in B2B sales communication.   (0:09:22) - Relevance Over Personalisation in Sales How relevance and trust outweigh superficial personalisation in emails, avoiding "I hope you're well" and offering genuine insights.   (0:17:43) - Effective Sales Communication Strategies Understanding customer needs and problems is crucial in sales and change management, highlighting relevance and concise communication.   (0:28:39) - Effective Micro Campaign Strategies Why messages should be sent in a sequence, focusing on one story or problem, with consistency and relevance across channels.   Connect with Leslie:  https://www.linkedin.com/in/leslievenetz/   Follow me: https://linktr.ee/fredcopestake   Take the  Collaborative Selling Scorecard https://collaborativeselling.scoreapp.com/   Watch this episode on YouTube https://youtu.be/IoJ-TfD4LG8

Live from Adobe Summit in Las Vegas, in this bonus triple header, Jon speaks with Colin Fleming (ServiceNow), Stacy Martinet (Adobe) and Billy Seabrook (IBM) about the hot topic in marketing today, AI, and what a new wave of agentic AI technology means for marketers.Timestamps00:00 - Intro00:51 - Part 1: Colin Fleming01:51 - The things people don't understand about B2B marketing03:32 - How AI is having an impact on marketing05:29 - ServiceNow's relationship with Adobe06:21 - Advice to marketers to stay on cutting edge of AI08:47 - Part 2: Billy Seabrook IBM09:17 - Where are we on this AI journey11:31 - Principles of an effective campaign using AI13:02 - How effective has AI been for IBM18:16 - What's next when AI at scale becomes the norm?21:08 - AI: a threat or an opportunity?22:06 - Part 3: Stacy Martinet22:33 - Stacy's role at Adobe23:18 - What makes great marketing for marketers?24:12 - Communicating all the changes in marketing (specifically with AI)25:15 - What is Agentic AI and what are it's use cases?28:27 - How technology is used to enhance creativity30:31 - Tips on how to utilize agentic AI31:43 - How to future proof our marketing32:48 - What goes into creating an event like Adobe Summit00:00 - Intro00:51 - Part 1: Colin Fleming01:51 - The things people don't understand about B2B marketing03:32 - How AI is having an impact on marketing05:29 - ServiceNow's relationship with Adobe06:21 - Advice to marketers to stay on cutting edge of AI08:47 - Part 2: Billy Seabrook IBM09:17 - Where are we on this AI journey11:31 - Principles of an effective campaign using AI13:02 - How effective has AI been for IBM18:16 - What's next when AI at scale becomes the norm?21:08 - AI: a threat or an opportunity?22:06 - Part 3: Stacy Martinet22:33 - Stacy's role at Adobe23:18 - What makes great marketing for marketers?24:12 - Communicating all the changes in marketing (specifically with AI)25:15 - What is Agentic AI and what are it's use cases?28:27 - How technology is used to enhance creativity30:31 - Tips on how to utilize agentic AI31:43 - How to future proof our marketing32:48 - What goes into creating an event like Adobe Summit

SCA has spent four years building its uber-app LiSTNR from idea to the fulcrum of its audio business. It’s got 2.25m logged-in users, knows their postcodes – handy ahead of the federal election – what they listen to and what they might want to hear next. Kelly says acquisition is no longer core focus – “we’ve got the base we wanted to get” – and SCA is moving to kill churn, now at a record low. “We’re approaching 70 per cent retention per month,” says Kelly. “For every percentage point of reduction in churn, we are seeing about a half million dollar increase in revenues on platform on an annual basis.” Personalisation and discovery are powering those churn reductions while boosting time spent listening, per Kelly. Next he sees massive opportunity in regional markets to take that further – for SCA, its advertisers and other radio businesses. Kelly points to a streaming deal it struck with Victoria broadcaster ACE Radio as a template for a triple win. Bringing the broadcaster’s streams into LiSTNR, says Kelly, gave ACE an incremental revenue stream while boosting inventory and audiences for SCA. “They've seen about a 30 per cent increase in their audience levels listening on LiSTNR,” per Kelly. “And with the introduction of ACE, we’ve seen about a 20 per cent increase in monthly listening on our platform, which is pretty incredible.” Plus, SCA is driving those new audiences into its other programs and podcasts, meaning bigger numbers to sell, at higher CPMs. “We'll be speaking to other broadcasters, and particularly the regional network groups, to see if we can provide that service to them,” says Kelly. “We are the largest regional audio business in Australia. 73 per cent of the regional audience comes through either SCA-owned or represented – stations like ACE – so we've got great scale. We haven't yet tapped into that regional audience in a meaningful way. But that's the next opportunity for LiSTNR. Plus, regional consumption levels per user outpace their metro counterparts – and Kelly thinks they are a chink in the global platforms’ armour. “The big digital companies, the Metas, haven't played in that regional space. So our ability to work with major blue chip companies to actually access those particular customers – the appetite is insatiable. We can't get enough inventory from those regional markets, which is why the ACE partnership has been so successful. There's a huge opportunity.”See omnystudio.com/listener for privacy information.

In this podcast episode, Debbie McKeegan and Bobby Grauf discuss the rise of product personalisation in the printing industry and the software that enables on-demand customisation. They explore how consumer demand for personalised products has surged and how this trend is reshaping market opportunities and the software the print industry must invest in to meet expectations. The conversation delves into the importance of technology in enhancing customer experiences and the role of AI in streamlining the personalisation process. Bobby shares insights on how businesses can leverage these trends to create unique offerings and improve customer satisfaction. The discussion also highlights the importance of optimising production and fulfillment processes to meet customer expectations in the evolving printing industry.

Welcome to the latest episode of L.I.F.T.S – your bite-sized dose of the Latest Industry Fitness Trends and Stories. Hosts Matthew Januszek, Co-Founder of Escape Fitness and Mo Iqbal, Founder & CEO of SweatWorks attended PerformX 2025. In this LIFTS episode, Matthew and Mo are joined by Jeff Zwiefel, Executive Director of MIORA Longevity & Performance at Life Time.   This episode covers: Longevity and healthspan focus. Consumer empowerment in health. Evolution of personal trainer roles. Lifetime's "healthy way of life" concept. MIORA: Lifetime's longevity program. Challenges in implementing longevity services. Democratizing recovery across market segments. Premium pricing for value-added services. Scaling and staffing recovery services. To learn more about Life Time, click here: https://www.lifetime.life/ To learn more about PerformX Live, click here: https://performx-live.com/ ====================================================== Support fitness industry news by sponsoring future LIFTS episodes. Contact us at marketing@escapefitness.com for advertising opportunities. Subscribe to our YouTube channel and turn on your notifications so you never miss a new video when it's published: https://www.youtube.com/user/EscapeFitness Shop gym equipment: https://escapefitness.com/shop View our full catalog: https://escapefitness.com/support/catalog (US) https://escapefitness.com/support/catalogue (UK)  ====================================================== Facebook: https://www.facebook.com/Escapefitness Instagram: https://www.instagram.com/escapefitness Twitter: https://www.twitter.com/escapefitness LinkedIn: https://www.linkedin.com/company/escapefitness/   00:00 Intro 04:56 Consumer and Business Perspectives on Longevity 07:02 Consumer Empowerment and Personalisation 10:11 Role of Personal Trainers in Longevity 11:55 Lifetime's Evolution and Philosophy  17:10 Lifetime's Longevity and Performance Program 21:06 Challenges and Learnings in Longevity Programs 24:02 Democratizing Longevity and Recovery  32:22 Managing Membership Prices and Value Addition  37:51 Staffing and Scaling Recovery and Rejuvenation Services

Email isn't dead - It's one of the most profitable marketing tools you have. In this episode, I sit down with Eman Ismail.Eman is the person to call when you want to make money from your emails. As the founder and Head Email Strategist at Eman Copy Co. Eman and her small team help you take your email list from “has potential” to highly profitable. Collectively, their strategy and copy have helped generate millions of dollars for clients. We talk about the biggest misconceptions about email marketing, how to write emails that actually sell, and why unsubscribes aren't the enemy.Eman shares the strategies behind high-converting email sequences, smart segmentation, and automation - plus, how she helped me create an email funnel that led to my first £30K months. We also get into AI, list growth, and the key mistakes holding most entrepreneurs back from making real money with their emails. If you're ready to make email work for you, this episode is packed with practical insights you can start using today!Here are the highlights:(2:24) Eman's Journey and Love for Email(5:54) Common Misconceptions About Email(9:25) Frequency and Consistency in Email Marketing(15:08) AI's Role in Email Marketing(35:10) Personalisation in Email Marketing(42:58) Challenges and Opportunities in Email MarketingConnect with Eman:Eman Copy Co. WebsiteInstagram (@emancopyco)To find out more:WebsiteInstagramDownload the FREE Everyday Sales Machine GuideFree Quarterly Clarity Mapping ToolThis podcast is proudly produced by Wavemakers Audio

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 host is Paul Marden.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 SkiptheQueue.fm.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  or Bluesky for your chance to win the books that have been mentioned in this podcast.Competition ends on 13th March 2025. The winner will be contacted via Bluesky. Show references: Website: https://www.crowdconvert.co.uk/ Linkedin: https://www.linkedin.com/company/crowd-convert/Bluesky: https://bsky.app/profile/crowdconvert.co.ukCrowd Convert has been created to provide attractions with the tools and expertise to create world class digital interactions that extend their incredibly moving physical experiences into the digital world. Very simply Crowd Convert is here to Rehmanise Commerce http://kellymolson.co.uk/Kelly Molson - The Lifestyle Agency AdvisorSupporting overwhelmed solo founders who crave long-term sustainable growth, through monthly advisory. Define your niche. Generate leads. Build your pipeline. Founding Rubber Cheese, a lifestyle web development agency in 2003, she grew the agency profitably for over 20 years transforming our success in 2019 by establishing it as the leading web design agency in the visitor attraction sector. She sold the business in 2024, and now support founders building specialist lifestyle agencies to find their own path – agency growth on their terms.• Gain clarity on direction, mission and positioning to win the right clients• Become confident in increasing prices and saying no to ‘stuff' that sucks time and energy• Feel the excitement of building strategic partnerships that deliver your dream clientsBuild an agency on your terms, choosing profitability over pressure, putting life before work.  Transcription: Kelly Molson: Well, look who is back. They've let me loose with the microphone again. I might never leave. Paul Marden: Welcome to Skip the Queue, a podcast for people working in and working with visitor attractions. Kelly Molson: Can I just say that you pretty much called me a queen just before we began recording this, and I think I wear that crown appropriately today. Andy Povey: Podcast royalty. Kelly Molson: She is back where she belongs in her rightful place on her throne with her microphone. Wow. Thank you. You two have been cooking up something interesting, and I am back here to tease it out of you both today. But because I am in charge again, I get to do things my way, which means Icebreakers are back on the cards. Yay. Kelly Molson: I'm so happy to be back here doing this. Right? Paul Marden: I've never done one of these. This is so. In all of the time. I know. Andy Povey: So I've got something over you now, Paul. Kelly Molson: I can't believe this. Even when we did the sessions that were us two, the episodes that were us two. Paul Marden: You didn't ask me icebreakers. I am dodged that bullet for two and a half years. Kelly Molson:  That's outrageous. Okay, well, then we'll start with you. I would like to know who's your favourite podcast host? Why is it me? Paul Marden: Wow. Kelly Molson:  No. Genuine question. Genuine question. Okay, so, I mean, obviously it is me. We could put that aside. Paul Marden: Yeah, yeah. So put a pin in that one. Kelly Molson: Put a pin in that. So listen there, I have seen in the last. Well, since we started Skip the Queue back in 2019. Goodness, July 2019, there's been lots of different sector podcasts that have kind of popped up, and they are brilliant. And I'm all for more and more niche podcasts. They are the best kind of podcast. But I want to know, aside from Skip the Queue, what is your second favourite sector podcast? Paul Marden: Oh, oh. Attraction Pros is the one for me. I do like listening to the guys at AttractionPros. Kelly Molson: They are good. They were around before Skip the Queue. So they're like. For me, they're the ones that we are looking up to in terms of the podcast. Paul Marden: We were. Kelly Molson: Oh, oh, Podcast Beef. Josh is gonna hear this. He's not going to be happy. Andy, same question to you. What other podcasts you listen to sector wise? Andy Povey: So, I mean, that's a really difficult question because. Well, it's not. The answer's none. I don't listen to sector podcasts very much. I become a politics junkie, or I've been a politics junkie for years. Kelly Molson: Okay.Andy Povey: So my podcasts are just full of politics podcast, which in the past two weeks I've stopped listening to. I've turned off completely because the world of politics is just such a mess.Kelly Molson: It's a car crash.Andy Povey: Within two minutes of having been published. Kelly Molson: What would be normally your go to, like, the regular one that you would listen to? Andy Povey: Me being a reluctant remainer. It's all the stuff that hangs over from that. So there's. Oh, God, what now? Quiet riot. The two. Alistair Campbell and Rory Stewart. I can't remember what that one's called right now. Paul Marden: The rest is politics. Kelly Molson: Rest is politics. Yeah, cool. Paul Marden: What about the one with Ed Balls and George Osborne? Andy Povey: I tried it and haven't really got into it. Paul Marden: Yeah. So I'm the opposite way around. So that's the one I like. And I don't like Rest is politics. And I turned out that actually George Osborne is a human being and I quite like the guy. I'd go for a drink with him. Who knew? Kelly Molson: This is no news. Paul Marden: Yeah. Kelly Molson: I wonder if he'd like to go for a drink with you. Paul Marden: Probably no.Andy Povey: I'm sure he'll be delighted to hear that when he listens to this. Paul Marden: When these politicians, when they give up their day job and they return to normal life and then you hear them on programmes, they're actually quite relatable and you think, why could you not capture that relatability when you were actually doing the job? Andy Povey: Well, it's actually a key part of the job, isn't it? It's the only thing you need to be good at as a politician. Kelly Molson: You would think, “Oh, could I could make a good politician then?” I'm just generally nice to people. Andy Povey: Absolutely. What would be your policies, Kelly? What would you do? What would you bring in? Kelly Molson: Oh, new policies. Oh, well, that's a very good question. I have one about mobile phones and people walking and looking at them at the same time, which I would ban because I generally just want to kick people. Kelly Molson: You know when you, like on the tube and you've got to get somewhere and you've just got people walking up the stairs in front of you, like, whilst looking at their phone, like, I want to swipe their legs away. So something around that they would be useful. It would make me happy anyway. Andy Povey: Absolutely. Kelly Molson: Make some other people happy, too. Who knows? Good. Okay. Glad that went there. Second question. This is a good one. It's coming up to. Well, I mean, it's already started, isn't it? Conference season has kicked in well and truly. You're at NFAN. That's really the start of it. I am going to be at the Association for Cultural Enterprise Conference in March. So looking forward to seeing everybody. I'm going to be at the awards do as well. I've been judging the awards. Paul Marden: Have you really? Kelly Molson: Yes, there was a lot in my category, I'm not going to lie. That took a lot longer than I was expecting it, but it was really fun. And the short list of finalists is out now if you haven't seen it. And it's an amazing list. So yeah, I'm really looking forward to seeing who the winners are. But I would like to know what is the worst food you've ever been served at a conference? Because let's face it, can be a bit dodge, can't it? Andy Povey: So this sticks in my mind. It was an awful experience. We were at Port Sunlight up in. Actually not that far from Liverpool where the ACE conference is going to be in March. And it was pretty close, pretty soon after lockdown and it was almost like the caterers just looked in the freezer to see what they've got left over and no other conference had been there and then just put it all out at the same time. And it was all beige and it was just such mixture. Kelly Molson: Hang on a minute, hang on a minute. Let's not dis beige food because I'm not gonna let. I am a bit of a fan of beige food. So if you. If there was a conference that basically the lunch was made up of like kids party food, that would be the best conference I'd ever been to. Like sausage rames. Andy Povey: As long as you can have half a grapefruit covered in tin foil with cocktail sticks with cheese and pineapple stuff in it. Kelly Molson: No pineapple, I'm allergic, that would kill me. Paul Marden: But cheese tinned pineapple, it's got to be. Kelly Molson: Oh, tin pineapple is actually okay. Weirdly, that wouldn't kill me. So yeah, I would be down. I know, it's weird, I know. It's just fresh pineapple. Who knew?Kelly Molson: So little classed. Paul Marden:  Still loves the sausage roll and a scotch egg. Andy Povey: That's fine. Sausage rolls and scotch eggs, absolutely no problem. It's when you mix them with onion barges and samosas and Chinese spring rolls and. Paul Marden: Sounds like every Boxing Day lunch I've ever been to. Kelly Molson: I'm not going to lie, it actually sounds like my dream conference. Paul, over to you. Paul Marden: Conferences that serve you food that you cannot eat with one hand. Andy Povey: Yes. Paul Marden: Yeah. So pasta with a sloppy sauce. Why would you do that to me? I mean, I am not the best eater. I need a bib at most times, but if I'm out in public, I don't want garlic bread, I don't want saucy food. I want stuff I can shovel crack quickly and politely. I mean, as politely as you can shuffle food, but, you know.Kelly Molson: I'm with you on this. Like, what is wrong with the sandwich? Yeah, genuinely, I don't feel like we need to push the boundaries of conference food. I'm happy with stuff that you can pick up with one hand and eat comfortably. Kelly Molson: Stuff that, you know, you're confident that you can sit because let's face it, you get quite upright cos. And personal to people at conferences, don't you, when you're trying to, you know, it's not. Let's not be overloading them with garlic or anything. Kelly Molson: Delightful, you know? Yep, exactly. I don't know, I still, I keep going back to the whole party food. I think kids parties have got the right idea. Party rings, sausage rolls, scotch eggs. Paul Marden: And what sits that you can put in your mouth like a walrus. Kelly Molson: Oh, you know my party tricks. Brilliant, guys. Okay, listen, unpopular opinions are back for one time only. So, Andy, what you've got for me? Andy Povey: So mine's food related and it's probably more unpopular in my house than it is anywhere else, but Chinese food is massively overrated. Paul Marden: Behave. Kelly Molson: Yeah, I'm very on the fence about this one. Andy Povey: My kids love it, but the things they love are all the stuff that come with the sugar sauces. So lemon chicken, the sweet and sour chicken balls, all that kind of stuff. We good? So we mean, I don't need dessert and the main meal at the same time. Paul Marden: So we're talking English approximations of Chinese food from the takeaway. Yeah.Andy Povey: Nothing very sophisticated. Kelly Molson: I'm afraid I feel like that is all the stuff that I used to like, but now if you served me up a big plate of all of that stuff, it'd be like, oh, God, I'm gonna, I'm this. I'm gonna really struggle with this and I'm gonna be up in the night, aren't I? Paul Marden: I'm basically just a nine year old. Because it sounds like my idea of heaven. Sweet and sickly, deep fried. What's not to love? Kelly Molson: All right, well, let's see how our listeners feel about the whole Chinese debate. Paul, what about you? What you got? Paul Marden: The best radio station, is in fact Radio 4. Andy Povey: I agree with you 100%. Paul Marden: So that's not a controversial opinion. I thought that was going to be massively controversial. They've been podcasting for about 100 years. They podcasted long before there was really a podcast. It's all just spoken voice. So if I got trapped on a desert island, my luxury would be a Radio 4 on a radio to listen to because there's always a variety of stuff that you can listen to. Kelly Molson: Do you not listen to any of the other? Paul Marden: I do quite like. I quite like Greg James in the morning. Kelly Molson: I love Greg. I am a Radio 1 fan. Paul Marden: So have you listened to Greg on Radio 4? Kelly Molson: No, I know he does do that. Paul Marden: But, yeah, he's got a program on Radio 4 where he delves through the BBC archives. Rewinder, it's called, and it's brilliant. I love it. It's Greg James. Funny, combined with the novelty of listening to new things on Radio 4. Kelly Molson: Okay, all right, well, I'll give that a go. Yeah. I'm not fully sold on the Radio 4. I do like it. Paul Marden: But if I've got three or four hours in the car, up to a meeting and then another three or four hours to drive back afterwards, I'd rather listen to Radio 4 than Radio 1 because I won't get repeats of stuff. Kelly Molson: Yeah, I definitely am with you on that. And I would not. Yeah, I would not listen to Radio 1 for that length of time for that reason. Well, I'm. I did used to like. What was the pop quiz? Was that on Radio four? No, that was radio. Paul Marden: That was Radio 2. Kelly Molson: It was two, wasn't it? Sorry, I'm getting my radios mixed up. Paul Marden: Getting your old person radio mixed up. Kelly Molson: If I'm honest, I quite like a little bit of magic every now and again, but that really does age me. It's quite gentle. It's calming. When you've had a three and a half year old toddler screaming at you in the car for a while, it's quite nice to put something neutral on. Andy Povey: Absolutely. Kelly Molson: Thank you. Thank you for indulging, actually. Paul Marden: That was enjoyable. Kelly Molson: You're welcome. Andy Povey: That's why she likes doing them. Kelly Molson: All right, listen, let's get to the good stuff. I mean, everyone likes that bit. Let's face it, they've missed it, they want me back. But let's get to the actual route of why we're supposed to be here. Andy Povey: So I have another unpopular opinion that sort of leads in as a segue to where we were going. Kelly Molson: Oh, for God's sake, who's in control of this podcast? Me. Go on, then. Andy Povey: So this unpopular opinion is that if you're an attraction operator, you don't want a ticketing system. Kelly Molson: Excellent segue. Andy Povey: We were just talking about conferences. There are sessions in conferences and one of my favourite conferences I go to is the Ticketing Professionals Conference. But there are sections in each of these conferences on how to find a ticketing system, how to choose your ticketing system supplier, how to get a better relationship with your ticketing system. And in my opinion, an attraction operator doesn't want one. They want happy guests who are giving them lots of money to come and have great experiences. They don't care how it happens. Kelly Molson: It's true. Yeah, yeah, I agree with that, definitely. But are you dissing ticketing professionals and saying basically the sessions you're putting on a rubbish no one gives them? Andy Povey: No, no, no. There's a certain section of society that really enjoys it. So I describe this as. When I go to B and Q to look for a drill, I'm one of the geeks that actually wants to understand how the drill works and how fast it is and all that kind of stuff. But the majority of people going to buy a drill don't want a drill. They want a hole. Kelly Molson: Want a hole. Andy Povey: Yeah. So he's an attraction operator. You don't want a ticketing system. You want happy customers who are giving you lots of money and having great experiences. Kelly Molson: Okay, right. So that was a great segue into where I was going. Look, you two, you two have been thick as thieves for a good few months, if not longer, and there's been something cooking up between the two of you. Kelly Molson: I have had a little bit of privy to understand what's been going on, but this is the first time that you've actually got to the point of talking about it openly and publicly, isn't it? And that why you've got me back on, basically, is to grill you on what you're doing. So spill up, fess up. What have you been doing in the background, the two of you? Paul Marden: Well, this all came about after a lunch that Andy and I had in August of last year, where were putting the world to rights and figuring out what do attractions need to do with their ticketing, what do they need to do with their websites, and what could we do to try to improve things? And Andy had thought lots about this stuff and he prepared me. It's quite the lunch. He prepared me a PowerPoint presentation for lunch. Kelly Molson: Wow. Like when you want your mum and dad to get you a dog. Andy Povey: Absolutely. Can we make this happen? Paul Marden: Yeah, it was. It was his wish list. Clearly, this PowerPoint has been worked on for many years because there was lots of wishes, lots of ideas, and being the developer at heart that I am, I'm like, how hard can that be? It's only a website. Surely we can do this. Surely we can do it. We've done bits of it before and we started to think about where we could go with stuff that had long predates me. Yeah. There are elements of Rubber Cheese that you and Wag were working on for years, probably prior to the merger with Carbon Six. But it's been a really challenging market. Paul Marden: And getting out there and meeting people and talking about some of these elements of E commerce and ticketing, sales and personalisation and things like that we're going to talk about in a minute are quite hard to sell into people when it's a challenging market. And it seemed like, well, that was our first date and we thought that it could be a marriage made in heaven for the two of us, because Andy's got a lot of understanding of the sector and the needs and the challenges and who would benefit from this sort of technology. And I'm in the lucky position after having merged Carbon Six and Rubber Cheese, of having some of this technology that we could then develop. So it was a seed that grew from there, really, wasn't it, Andy? Andy Povey: Yeah. And he's carried on growing. I mean, the intent behind it all was that everything is just so disjointed at the moment. So if you're a big theme park with accommodation and a decent retail and decent catering, food and beverage offering, you're looking at seven or eight different systems that you need to run your business and someone needs to plug all of those together to get a good guest experience. And unless you're the size of Merlin or Disney or Universal, with lots and lots of resource to apply to plugging these systems together, it just doesn't happen. Which is why we're still not delivering the Best in class Omni Channel experience to people who are coming out for a day out. Kelly Molson: I think this is a really exciting conversation. And if I think back to some of the conversations that we were having prior to me leaving Rubber Cheese, Paul,it's exactly the challenge that they were having. You know, thinking back to a particular pitch where there's a historic house, there was a plague playground, there was a golf course, there was a spa, there was a hotel, there was something else. And all of these things had so many different systems that were running them and there wasn't really a way to facilitate bringing them all together. And that's the challenge because that's exactly what they need. But they weren't of the scale to be able to invest in the infrastructure to be able to do that. But it is exactly what they needed. Kelly Molson: So is this thing that you've built, or in the process of building and developing, going to solve that problem for people? Andy Povey: That's the objective. Paul Marden: That was a very guarded statement, wasn't it? That was a politician's answer. I think the answer that were just groping for then was yes. Kelly Molson: Yes, it is.Andy Povey: Yes. Kelly Molson: It's exactly the answer that I wanted. Andy Povey: We're forming a company that we're calling Crowd Convert and we'll put a link to the URL and website and all that kind of stuff in the show notes. And the objective behind CrowdConvert is that we will make this all work together. It's a journey. We don't have it today. It doesn't exist. I worked for Merlin Entertainment for the two source group for 18 years now. We had lots of resource in comparison to smaller attractions, but we still didn't make it happen. So it doesn't exist out there at the moment and we're going to build it. Kelly Molson: Okay, so we've got Andy, we've got an industry veteran. Hope you don't mind me. Andy Povey: Not at all. Kelly Molson: Kind of makes you feel, it makes you feel ancient, but you're not. But, you know, you've got all of this historic understanding and experience within the sector. Paul, yours is building, obviously we've built that over the years with Rubber Cheese. But you're, you know, you're the digital specialist that can come in and support facilitating building these and you've both come together under the Crowd Convert name. So this is the new company that the two of you have formed. I love the name. Andy Povey: Thank you. Kelly Molson: So I want to understand, like how then there's a story there. What I want to get a little bit of a deeper understanding is what is the offer? So, you know, what is the thing that you are actually building and does that thing have a name at the moment? What does it look like? So firstly, where did the name come from? Crowd Convert. Paul Marden: Weeks and weeks of effort. I hate choosing names for things, so hard. You come up with a brilliant idea and then you say it to your wife, “Oh my God, you can't call it that”. Or you come up with a name and then somebody's bought the domain name and by the end of It I was just like, please, somebody just put me out of my misery. I don't care what we choose. Andy Povey: It was actually the most torturous thing about getting this all together. There were a few others that came in very close second. But choosing the name and getting that together was really quite painful. Paul Marden: But it was the right process because we were so happy with the result at the end of it. Andy Povey: Absolutely. But it seems or it felt to me like the choosing the name, when we actually got to that part of the process took two or three minutes. And if we'd have thought of that name right at the start, then would we have rejected it or would we have carried on? Could we have saved two minutes? Kelly Molson: So you worked through the process, which means the name has more meaning. Paul Marden: Yeah. Kelly Molson: So what is the meaning behind it? What's the ethos behind between Crowd Convert? Like what? Andy Povey: So we've reverse engineered this one a little bit. And if you're in the world of attractions, you have a crowd. You hopefully you have a crowd. And as a visitor to an attraction, you want to be part of a crowd. You don't want to be the last person in the pub or the only person in theatre, because that just feels weird. But as an attraction operator, I want to have a relationship with you. I want to know who you are, I want to know what you want. I want to give you a great experience. I want to give you a membership. If I'm a charitable organisation, I want to convert you to a donor. If I'm not, then I want to turn you into an advocate at a superfan. Andy Povey: So Crowd Convert is giving you the tools to convert those crowds into individuals that you can create that know, like and trust relationship with. Kelly Molson: That's nice. So you talk a lot on the website about kind of humanising that process. And I think it is. It's taking it back to that kind of one on one that talking to people as individuals rather than talking to them as a mass. Andy Povey: Absolutely. That goes back to the. You don't want a ticketing system. Don't show me what goes in the sausage. Give me a great experience. Paul Marden: Mixing your metaphors there. Andy Povey: I know. Kelly Molson: You lost me at sausage. So, sorry. So I want to go back a little bit, Paul, to what you. Something that you said earlier about that this predates you and your part that you play in Rubber Cheese and your ownership of Rubber Cheese. So I'm going to make an assumption here that something that you're using is something that we already kind of started, but quite a long time ago. So we had almost like a product at Rubber Cheese that was in the ticketing space. And if I'm honest, as a small agency, you only have so much resource to work on things that are for you and ultimately the things that were for us and for you, like the podcast and the survey and the report, always took priority. Kelly Molson: And that was an awful lot of work for an agency that was, you know, before we merged, there were six or seven of us. You know, we weren't huge. We didn't have a whole lot of capacity and resources to give up to these things. But we did start to develop a product that kind of. We knew that it could be good, but it almost. We just, we had to shelve it and we just said, you know, one day we might get investment or one day we might be big enough that we could actually kind of focus on that. It feels like that's the product that you are now. Paul Marden: That is definitely the great grandparent of the idea that we've got now. Kelly Molson: I like that. Paul Marden: So there's, I guess there's two parts to some of the stuff that you had developed previously. Some of it was in the ticketing space. So for very small attractions, you developed a system that had an inventory of tickets that you could buy online and it would issue the ticket, create a barcode, send it to them. But there was also a piece that you did that integrated with existing ticketing systems. And that's the area where I think my mind was going is around building a best in class e commerce experience. Because people sat on the sofa on a Thursday night trying to decide what they're going to do at the weekend, want to be able to find an attraction, get their tickets, and then carry on watching the telly. They want quick and easy experience. We can build that experience. Paul Marden: We know from the survey that it's nine steps on average to be able to complete an attractions checkout, plus or minus a couple of steps. So there's ones that are even worse. And that checkout experience is torturous in many cases. They want to know when you're coming, what time you're coming, what type of ticket you want to buy. They want to know who's coming, the names, possibly the email addresses of all of your guests that you're bringing with you. They'll want to know what your home address is, what your billing address is. They'll then want to sell you a guidebook. They might upsell or cross sell some other products along the way. And that's how you end up with 12 steps in a process that just feels torturous. Paul Marden: I had one last year where they even made me enter a password for a site I was never going to return to and told me off twice for getting the password wrong. I mean, the process that many attractions go through to make you buy, it's a wonder anybody ever perseveres. What's stopping us from achieving an Amazon like one or two click experience? How can we go from that really extreme version down to something really simple and quick? And we've proven that it is possible to do that. It's possible to get down to a couple of clicks and we do that. I know you look surprised. Kelly Molson: Yeah, well, yes, I, well, I am surprised, but also quite excited by that because that is one of the issues that has come up year after year in the visitor attraction, you know, website report is the amount of steps and the aggravation it causes people, but also the cost that it could save attractions. Paul Marden: Yep. Kelly Molson: I mean you said nine steps. I thought were, I thought were aboutbbetween seven and nine steps is about the average. Kelly Molson: Right. So we know that can cost attractions a huge amount in lost revenue. You know, I'm just going back to the 2022 report, but it was something like 250k for one of our best performing attractions. But it's also tied to, you know, that excessive amounts of CO2 emissions, which I know you focused on really heavily for the current report. So you're saying that the product that you're building could essentially take those average steps down to two. Andy Povey: It's not good. It does. Kelly Molson: WowPaul Marden: It does. Yeah. So the way that we do that is a number of different core principles. Yeah. So we are not going to ask you for anything we do not need in order to affect the transaction. We are only going to ask you to share the data we absolutely need to complete the transaction. We are going to start to make some assumptions about you through personalisation technology. We will know roughly where you are and how far you are away from the transaction. If you're within an hour's distance of the place, chances are if you're looking on Thursday night, probably looking for this weekend. If you're on a different continent, you might be planning for a long term holiday. Paul Marden: If we know that you're quite local, let's assume the date that you want to travel based on our understanding of average behaviour of people at that particular attraction and then let people change it if it's not right. Yeah. Another thing Andy talks about a lot is not overselling. So a lot of ticketing systems are trying to upsell, cross sell and increase the average order value, but by cannibalising the conversion rate. And you talk, Andy, don't you, about the maitre d at the restaurant? Andy Povey: Yeah. So it's. It's like comparing a McDonald's experience to go to a fine dining place. So if I'm in the McDonald's world, I have to choose what drink I want, what dessert I'm going to have, what main course I'm going to have, all at the same point. And it's a really artificial transaction. It's almost like if you were walking into a fine dining restaurant with the maitre d at the front going, “Welcome, Andy, come in. Lovely to see you. Can you tell me what you'd like for your starter for your main course? For dessert? Will you like coffee after dessert? Would you like a liqueur after the coffee?” We still haven't got to the table and that's where we are with attractions, upsells. Andy Povey: Because we believe mistakenly, in my opinion, that's the only opportunity that we've got to sell guidebook or the teddy bear or whatever to the guest who's coming. We should stop all of that because it's stopping the transaction, it's interrupting the transaction, adding extra steps and causing people to leave. Kelly Molson: It's a really good point. I mean, I actually have in the past have advocated for adding in upsells in that journey. And because I have often been like, well, yeah, actually it's a really good opportunity for people to sell a little bit more, you know, whether it's a guidebook, whether it's an experience, whatever that might be. So what would you say to people who they still want to do that? Is that, are we then talking about, you know, there's options for you to do that or actually that becomes part of the pre visit, pre boarding. So it funnels down into like emails, comms and stuff. Andy Povey: It's both options, really. For an upsell to work really well, it needs to be at the time where it's most appropriate. So back to the restaurant analogy, offering me a coffee at the point I walk in the door is completely inappropriate. Andy Povey: Offering me a coffee after I've had a great meal and I'm feeling quite full and quite happy with myself is entirely the appropriate time to offer me the coffee. So let's make the offers on the upsells appropriate to the time and to the guest. So if you're an attraction that charges for car parking, for example, it might be that 9:00 in the morning on the day of visit when the family are just getting in the car to travel to the venue is the most appropriate time to offer the car parking upsell. Not at the point where I'm buying the ticket. It might be if you've got a VIP upgrade experience. So if you're a water park there's a cabana you can have. If you're a theme park it's a fast track experience. Andy Povey: If you're a museum then there's a guided Tour that upsell VIP type experience you offer 48 hours before the day of visit. Kelly Molson: Sure. Andy Povey: Memberships are another great thing. So there's still the majority of first time membership purchases are made as the consumer is leaving the attraction. Had a great day out. Get today's entry feedback against your membership and that's still go and join this queue with kids who are overtired and a little bit disappointed because they're leaving and I'm stressed because I've got a. I'm tired as well and I've got a long drive home and then I've got to work out what we're going to do for dinner when we get in. There's all these negatives. Don't try and sell me a membership then. Sell me the membership for the next seven days and hit me up with lots of different messages through appropriate channels. Andy Povey: So it might be that a WhatsApp message on the way home offering me a really simple way of upgrading to a membership is the most appropriate that time. But it might be that 9 o'clock on Monday morning when we can assume that a lot of people are going to be sitting behind a desk. Then it's the most appropriate to send me an email and then hit me up again Thursday when I'm thinking about what I'm going to be doing next this weekend coming remind me of the great experience I had and give me an opportunity then. So just be, make it much more human. Kelly Molson: It makes sense. And there's something that you. I've been able to have a sneak peek of the Crowd Convert website. So we'll talk a little bit later about where people can find out a little bit more about you. But I've been able to have a little look at that and there's something that you talk about which is about rehumanising commerce and there's a really lovely story on there that you talk about, which is the Shopkeeper's Wisdom. And I read that, I was like, this is really nice because I've always. The local shop is or did sit at the epicentre of the community at one point. And I have got really vivid memories. So we lived on a little estate near my school in Essex and across the road from us was the corner shop. Kelly Molson: And it was where everything happened, you know, like it was the post office, it was where you got your papers, where you got your sweets. At one point is where you got your videos, not your DVDs because they did not exist. You know, you got your VHS cassettes and you could go and rent, you know, everything kind of happened there. And they knew you, they knew your family, they knew your mum and dad, they knew your names, you know, and it was a really, it was just quite a wholesome experience. And you talk about that, the Shopkeeper's Wisdom. So you say, you know, the local shopkeeper knew everything that it was to know about their customers. And that is kind of taking it back to that level. That's, that's what this feels like. Andy Povey: And that's completely where we're trying to get to. We don't want to get to the level of creepiness where people are getting all upset about what were. Andy Povey: And we don't want to be intrusive. But we have a great opportunity in the attraction space. Our customers want to engage with us. They're going because they enjoy what we do. They're going to see us because they want to experience the thing that we're doing. It's not like we're selling insurance or car tires that you just got to have and it's really tedious. People want to engage, so let's make it easy for them to do that. Kelly Molson: Okay. So we're doing that by making it quicker for them and less friction to buy a ticket in the first place. Communicating with them at the appropriate times and in the ways that they want to be communicated to and offering them. Because we don't want to stop offering people extra things. We're doing it in the way and at the time that's appropriate for that audience. Paul Marden: We're absolutely convinced that moving some of these upsells and cross sell opportunities to later in your relationship will increase the likelihood of you closing the deal. Don't cannibalise the conversion rate at the initial conversation. You haven't built a trust relationship with someone, so don't keep throwing options at them. It's just too much. I'm a simple boy. If I go to a restaurant, I want a really simple menu, three or four things, and I'll make a choice. Yeah. If you give me too many options, I'll just sit there and I won't be able to decide. And I think that's what we do when we present people with nine steps and we want to know the email address of everybody, we want to know the postcode of where they live because we want to be able to market to them and that's important. Paul Marden: But there are other better ways of being able to identify where somebody is other than using their postcode and making them type something in. They don't need that hassle. Andy Povey: So this is all about the e commerce journey. Stepping back a little bit closer to what Rubber Cheese do. And the DNA behind Rubber Cheese is making attractions websites work really well. And it's back to the point about things being disconnected and attraction operators having to plug them together. How many websites are there or how many attraction e commerce journeys are there where you click on the button to buy a ticket and you're taken to a different page and that different page can have a completely different look and feel? Kelly Molson: Oh, yeah. I mean, that's a massive bug. It's been a bugbear of mine for years. Andy Povey: But how many websites do you have where I can be sitting there looking at the tulip experiences coming up? We heard lots of that kind of stuff at the end fan conference. I'm on the tulips page. But then you take me to a page where I've got to pick the date that I want to visit. I've already told you, I'm on the tulip page. I want to come and see tulips. I'm not interested in Father Christmas. Kelly Molson: I'm just all about the tulips. Andy Povey: So don't make me choose twice. Make it work together. Kelly Molson: Okay, So I want to play devil's advocate here because I'm sitting here listening to this going, this sounds great. I'm going back to what Andy said about, you know, attractions, they don't really want a ticketing system. They just. They don't really care about the system. They just want it to work. Right, I get that. But there's going to be a lot of people that are listening to this podcast going, “bloody ticketing system”. There's a lot, right? Let's face it. Paul Marden: It's a busy space. Kelly Molson: You are. It is a busy space. And if you are an attraction sitting here going,”Oh my God, another one.” We know that another one. You know that we know what we've got isn't working for us. We've, we've got workarounds, we're doing what we can with what we already have. But you know, ultimately we can't grow with what we have and we know we need to change it. This is a big task, right? You know, your ticketing system is often embedded so deeply into your organisation that the process of selecting a new one and then implementing that change is so vast and overwhelming that one people declare we just won't bother. That's why I've got these workarounds in place or two, you know, overwhelmed with choice. And yes, I know there's specialists out there. Kelly Molson: You know, we work with a couple that will help you go through that process and select the right partners for you. But if someone like me is sitting here going, “Okay, why do I come to Crowd Convert?” Like, why is this, what is it the thing that your product is going to be stand out for that is going to sit above or is going to solve the problems I've got above all of the other options that I've got out there? Andy Povey: So this is back to the comment earlier about this being a concept, an ethos of philosophy. Our business will grow through either building solutions, acquiring other solutions that have already been built, or selecting partners to integrate with. And we will do the whole integration. So it doesn't matter what ticketing system you're using that you have today, if you want the better digital experience for your guests, we will integrate to your current ticketing system. Kelly Molson: Okay, so you're taking the pain of having to change something that's deeply embedded in your organisation and almost putting something, a layer on top of that will actually facilitate this better customer interaction, purchasing process without the need for all of the stressful change. Paul Marden: Do away with the whole monolithic solution that solves the operation of the entire business and start to turn it into LEGO bricks. I want a LEGO brick from a website. I want a LEGO brick for my ticketing. I want my LEGO brick for my e commerce experience. I want my LEGO brick for my online shop. We'll either build or acquire those LEGO bricks or partner with the best of breed LEGO bricks that exist. Other building blocks are available and we will help to plug those together and make them work effectively. But you can imagine, you know, I always talk about, we talked a lot about ticketing today, but I, whenever I talk to somebody about ticketing, changing your ticketing system is like open heart surgery on the business. Paul Marden: Yeah, it's something you don't necessarily do casually, although I have met people who have changed it casually. But it's often so difficult because it's so deeply ingrained across the entire operation. But if you start to. It's a horrible, boring technical term. If you start to build this composable set of systems that can plug together, then it becomes easier. If you plug in an e commerce online ticketing solution and it plugs into your current ticketing system, well then later on when you change that ticketing system, you won't necessarily have to change the online experience in order to be able to do that. Yeah, we'll be able to plug into the new one that you choose. It makes it easier for you to chop and change things and become less dependent on one single monolithic provider. Kelly Molson: Yeah, because that's the thing. Right. You know, I think the past dream has been one system that does everything and suddenly that one system goes down and you're absolutely screwed. Andy Povey: That's not the way the world works anymore. And the human world. I use analogy of a TV. I got a new TV a few weeks ago out of the box and turned it on and I was presented on screen with an option to get the remote control for my new TV to operate other devices in my house. And my kids could have set it up. Kelly Molson: Danger.Andy Povey: Absolutely. Why is integration so difficult? And that's the way the world is going. If you look at credit card processing two, three years ago, to be able to accept a payment by credit card, you had to sign into a five year agreement with a credit card process provider. I was in my local WIX yesterday and I could have bought credit card terminal off the shelf. Andy Povey: They were sitting on the shelf next to the suites at the checkout. For 50 quid I could have taken it home, unboxed it and I would be processing credit card transactions there and then. I'm not signing into a three year agreement. If I don't like it, I can take it back and get one in pink because I prefer pink to white. It's got to be much easier. The world is becoming much easier. The technology world is becoming much easier to make these things work together. So you won't need clever people like Paul to make it all work together. Crowd convert. Paul Marden: I'll be on the golf course, won't I? Kelly Molson: Do you play golf? Paul Marden: No. Never played golf in my life. Crazy golf. Kelly Molson: I like the analogy. I like the Lego brick analogy. I like this whole kind of the concept that it's, you know, like plug and play but you know, you haven't got. You're using the base of what you already have, but you can pop these things as part of it. That feels really understandable for people to get their head around the concept of what you're doing. Paul Marden: But still totally integrated. What we don't want is the solution that is that somebody, an attraction that we've been to recently, where to get in, you have to go through different turnstiles depending on whether you've got a day ticket or a membership ticket because the two different sets of systems can't talk to the same turnstile at the same time. And so then you need more double the staff to be able to man the turnstiles. Kelly Molson: And confusion, and it ruins that whole first impact of arrival because you don't know yet. Andy Povey: But we're exposing our dirty laundry to the consumer. Why? They don't care. Kelly Molson: Yeah, yeah. Andy Povey: It doesn't matter to them what ticketing system you've got. Paul Marden: That is the vision. And the vision is becoming reality as well. Kelly Molson: Okay, well, let's talk about that. So there is a website that I've had privy to and the product is in its, should we say it's in its infancy at the moment and it's being developed. Paul Marden: Yes. Kelly Molson: So this is the time to that you'll be having, I guess you'll be having conversations with people about what that product, you're almost building it for the people. Right. You're having conversations with them about this is what we see happening. This is how we see what we do. What are your needs? Paul Marden: Yeah. Kelly Molson: Okay, cool. So can people get involved with that process? Paul Marden: Exciting. Andy Povey: Absolutely. Paul Marden: Anyone can talk to Andy. He'll talk to anybody. Kelly Molson: It's true, he will. Paul Marden: I just get locked in a cupboard and told to design things. Andy Povey: Make it work, plug it together. Kelly Molson: Okay, so I've got a few questions about what does this mean for Rubber Cheese? What does this mean for Rubber Cheese? What does this mean for Skip the Queue. What does this mean for the report initiatives that we do? I guess that's all still happening. Paul Marden: Yeah, yeah. Absolutely no changes to Rubber Cheese at all. This is part of a wider, bigger family that Rubber Cheese is part of. And looking at different parts of the attraction operating experience. Paul Marden: Yeah. So Rubber Cheese is going to carry on almost single minded focus on websites that enable people to get to the buy button. Kelly Molson: I like that. Paul Marden: Getting them from being interested in the attraction to hitting that buy now button or get your ticket button. Yeah. That's our specialty and that will remain our specialty. The job of Crowd Convert then is to convert them. Kelly Molson: Pick up from that point. Andy Povey: Absolutely. Kelly Molson: That's lovely, isn't it? Andy Povey: And that's where the build, acquire and partner comes in. So there will be other organisations, other tools that we partner with and plug together. And that's the bit that Crowd Convert does. It's almost the umbrella, the glue that glues all of these things together. Kelly Molson: Okay, so what more do our listeners need to understand about Crowd Convert and how can they get involved? How can they be part of this conversation to define what this product actually looks like and does for them? Andy Povey: So we're launching the website. You can find Paul and me on LinkedIn. We've got a bunch of events and exhibition shows that we're going to be at over the next few months where we're actively going to be asking people to get involved. If you are interested, then pick up the phone and drop us an email. We'll have a chat. Paul Marden: Contact@crowdconvert.co.uk.Kelly Molson: I was going to say we need the domain name in there. Crowdconvert.co.uk is the place to go. Go and have a look, find out, have a little bit of a read through about the site. It's designed in a really nice way. I think that what I really liked as I was reading it through was kind of this real focus on building something for the greater good. It's not just another ticketing platform. It's not just about. It really is about working with the attractions to build something that is just, it just works. And it works for them in the way they need it to and it works for the visitors in the way they need it to. Andy Povey: And that's it completely. It's about putting the guest at the centre of everything we're doing. And looking at this from the consumer's perspective, does it make sense or am I going to have to work out where I bought my tickets? So I know whether I go through the right hand turnstiles or the left hand turnstiles, that's just rubbish. Kelly Molson: Yeah, okay, great. So website is launching.Paul Marden:  It is launched. It's up and running. Kelly Molson: Oh, it's out. It's out there all right. It's out there in the world already. So that's where you go, listeners, if you want to find out more about what's happening. And I would really recommend booking a call with Andy, booking a call with Paul, talking through, you know, if anything that we've talked about today has made you feel quite excited about what the prospect of this product could potentially be. Book a call with them. I mean, listen, if you're seeing Andy at a conference, you just need to up. And you'll find him. Or maybe it's just me.Paul Marden: Me, not so much. Kelly Molson: Oh, it's just me. Okay, listen, I always finish off my podcasts with a book recommendation for our listeners, so I'd like to ask you both if you've prepared a book today. Andy, what do you have for us? Andy Povey: So I pondered this for quite a while because I was expecting it and I think it's the third or fourth you've asked me for. So I'm actually not going to recommend a book at all. I told you that I've given up on podcasts earlier on and I found Audible. So at the moment the thing that's occupying all of my attention is that, The Day of the Triffids on Audible which is fantastic. Fantastic escapism from everything that's going off in the world at the moment. Paul Marden: Interesting. Kelly Molson: That's nice actually. That's really good. But audiobooks are really good for long drives that were talking about earlier. They're quite good. I got into. Sorry, Paul, just. I'll come to you in a minute. Paul Marden: It's all about you. Kelly Molson: It's all about me today. I really got into. Kelly Molson: Just before the pandemic and during it there was a BBC podcast called the Lovecraft. Oh gosh, what is it called? The Lovecraft's Tales. I'm gonna have to have to check this on my.Paul Marden: Sorry, listeners. Well, she's out of practice on this. Kelly Molson: So I am out of practice. Apologies, but you know me. The Lovecraft investigations. Don't know if anyone would listen to it. It's brilliant. It's based on the love. It's loosely based on on Lovecraft books but it was quite like it's about supernatural. But what I really enjoyed about it was linked to like local places that I kind of knew like Retend and Forest and there was a lot of like, kind of like Norfolk, Suffolk and Dunwich and stuff. And that was. They're really good for like long drives as well because you can really get into something on like a two or three hour journey. So I totally with you on the triffids thing. So I did bring it back to Andy in the end. Andy Povey: Thank you, Kelly. Kelly Molson: Paul, what have you prepared? Paul Marden: I am an absolute Fan of classic British crime novels. Love an Agatha Christie. Love, a  mystery of some sort. But I'm not going to recommend an Agatha Christie one. I'm going to recommend one that I've got on Audible as well, that I found originally from Audible. Paul Marden: And it is one of the British Library classic British crime series, where they're republishing stuff from, like, you know, the 20s and 30s, and it's called the Wintringham Mystery Anthony Barclay. It's a classic whodunit in a kind of locker room mystery in a massive stately home. It's just like a Poirot novel, but it's not Poirot. It's a different one. But I love it. It's a brilliant book. Kelly Molson: When you find stuff like that, it's really comforting, isn't it? It's like a little a warm hug and a cup of tea. Andy Povey: Absolutely. Kelly Molson: Lovely. Well, do our listeners still get to win copies of those books even though they're audiobooks? Paul Marden: Yeah, but they don't do it on X anymore because, you know, who wants to be posting on X? So if listeners. If you'd like a copy of Andy's. Well, no, you can't have Andy Lovecraft books but it was quite like it's about supernatural. On Audible or mine. On Audible or on Paperback, then head over to Bluesky and repost the shownotes where Wenalyn has announced the podcast and the first person that does that will get a copy of the book. Kelly Molson: Lovely. Well, it has been an absolute treat to be back on the podcast today. Thank you. Paul Marden: You're not coming back over again? It's still mine. It's mine there. Kelly Molson: Please let me come back. Please. Anything that we've talked about today will, as ever, be in the show notes. So you'll find links to the Crowd Convert website, you'll find links to Paul and Andy's LinkedIn profiles and email addresses, whatever. However, best to get in touch with them. But I highly recommend having a chat with them. Can I just say, because it is all about me. I've been very sad to not be part of the podcast moving forward. But I am also been really thrilled that you have taken completely up to the ownership of it. So I just. While I'm on here, and it is about me, I just wanted to congratulate you for taking over and making it your own, because you really needed to do that. And it's brilliant to see. Kelly Molson: And I've loved listening to the episodes. I think the bravery in doing some of the live ones. Paul Marden: Stupidity. Kelly Molson: Well, maybe a tad. Paul Marden: We won't talk about what happened at NFAN last week. Please let's not talk about that. Andy Povey: What happens in Blackpool stays in Blackpool. Kelly Molson: Next time I come on the podcast, I'm going to make you spill that as a guilty confession. Paul Marden: But you know what? I absolutely loved it. I came back afterwards and I listened to that episode and it's the first one where I've been. I really thoroughly enjoyed listening to the conversation. I'm finding my feelings only taken me a couple of years. Kelly Molson: Well, it only took me a couple of years as well. But you're there now and it's brilliant. So, like one, well done. I genuinely think that you're doing an excellent job and I'm very glad that I got to hand the baton over to you and you're doing it differently. Paul Marden: You can just come back as a guest star. Andy Povey: It was more of a temporary end, wasn't it, than a handover. Paul Marden: It's mine. It's mine. Kelly Molson: I think it was a, "Here you go, dumped on your lap." Paul Marden: Thank you for coming back and talking to us. It's been marvellous. Kelly Molson: Thank you for having me back. I've loved every minute. 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 to find us. Skip the Queue is brought to you by Rubber Cheese, a digital agency that builds remarkable systems and websites for attractions that helps them to increase their visitor numbers. You can find show notes and transcripts from this episode and more over on our website, skipthequeue fm.  The 2024 Visitor Attraction Website Survey is now LIVE! 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 conversionsDownload the 2024 Rubber Cheese Visitor Attraction Website Survey Report

In this episode, Odette Barry is joined by Lem Zakharia, a powerhouse in the Australian media industry with an eclectic career spanning radio, music, and podcasting. Currently the executive producer of It's A Lot with Abbie Chatfield, Lem has been instrumental in transforming the podcast from a casual, couch-recorded project to a top-ranking hit in its sixth season. With a core audience of women aged 19–35 and strong ties to the LGBTQ+ community, the podcast covers everything from reality TV to politics and current affairs. Lem shares how she strikes the perfect balance between supporting Abbie's unfiltered “stream of consciousness” style and introducing strategic structure to enhance the listener experience. Beyond her work on It's A Lot, Lem is breaking new ground with her venture, Bedou, a business bridging the gap between brands and digital creators, and curating a roster of high-profile influencer talent. On Hack Your Own PR, we always explore the art and science of media relations, publicity, and storytelling to help you to DIY PR, amplify your voice and share your message. In this episode, Lem provides an insider's perspective on: The challenges and opportunities of producing a top-tier podcast. Practical tips on how to craft a killer pitch and build strong relationships with media teams. Her vision for the future of brand partnerships in the creator economy. Key Takeaways: Know your audience and personalise your pitch. Tailored, thoughtful pitches that align with a show's tone and audience are far more effective than generic ones. Build relationships with producers, not just talent. Behind-the-scenes teams often hold the key to successful collaborations. Persistence pays off. Lem reminds us that it's often the second or third follow-up that gets a response, so don't give up after the first attempt. What to Avoid: Generic copy + paste pitches. Personalisation is key, and impersonal pitches rarely work. Surface-level or clichéd content. Pitches around generic themes like “empowerment” can fall flat unless deeply aligned with the show's tone and values. Underestimating corporate processes. Creative ideas often need multiple layers of approval in corporate media, so set realistic expectations. Unclear communication or surprises. Unexpected changes, especially around compensation, can jeopardise relationships. This episode is packed with actionable insights and behind-the-scenes wisdom for anyone in PR, media, or the creator economy. Find Odette Barry online: https://www.odetteandco.com.au/ https://www.instagram.com/odetteandco/  https://www.linkedin.com/in/odette-barry/    Find Lem online https://www.linkedin.com/in/lamazakharia/  https://www.instagram.com/lemzakharia/ https://bedou.com.au/

Arvind Fashions Ltd is a USD 500 m turnover fashion business, which has been in existence for over 30 years. Its loyalty base boasts over 10 million customers across its five different loyalty programmes. Tanya Alexander is AVP loyalty and Operations at Arvind Fashions Ltd and shares her challenges of operating five+ loyalty programmes, using customer-relevant channels and how she sees the role of AI driving faster hyper personalisation to better serve the Indian fashion market.Hosted by Amanda CromhoutShow Notes : 1) Tanya Alexander 2) Arvind Fashions Ltd3) The Ken 4) Forrester Research 5) Mckinsey Insights

In this episode of CX Insider, we sit down with Andrew Carothers, from Cisco, to explore the evolution of digital customer experience and the transformative role of AI. Andrew shares insights on how AI is reshaping CX, from automating processes to redefining business strategies, and why companies need to shift their focus from traditional CX metrics to real business outcomes. With real-world examples—including how Cisco leveraged AI to unlock $1M in recurring revenue—this conversation is packed with valuable takeaways for business leaders, CX professionals, and tech enthusiasts alike.   Content: 00:00 - Introduction 02:48– The Evolution of CX 05:44– Business Impact 08:10– AI's Role In CX 14:52– Personalisation 18:52 – 2025 Strategy 22:00 – Avoiding Mistakes 26:09 – Trust & Engagement 28:26 – Human Interaction 31:35 – Looking Ahead

Episode summary: In this conversation, Janis Thomas, Managing Director of Look Fabulous Forever, discusses the importance of catering to a mature audience in the beauty industry. She shares insights on the brand's mission to celebrate mature beauty, the challenges faced by older consumers, and the need for representation in marketing. Janis emphasises the significance of building knowledge about customer needs, the role of educational content in engaging customers, and the impact of user-generated content in fostering community. The discussion also touches on effective marketing strategies that prioritise customer journeys and trust-building. Janis also shares insights on driving repeat purchases, the significance of customer acquisition strategies, and the role of educational content in enhancing user experience. The episode then explores the impact of quizzes on customer engagement, the importance of personalisation in the shopping journey, and the four pillars of customer loyalty that go beyond traditional discount strategies. Key takeaways: Authenticity in branding is crucial for customer trust. Customer feedback is integral to product development. Educational content is key to customer engagement. User-generated content helps build community and trust. Diversity in marketing teams is essential for representation Understanding customer journeys enhances marketing effectiveness. Quizzes can serve as valuable tools for customer engagement. Personalisation should cater to both new and returning customers. Community building fosters customer loyalty and advocacy. Variable rewards can create excitement and engagement. True loyalty is built on relationships, not just discounts.

Mark Abraham leads Boston Consulting Group's Marketing, Sales & Pricing practice in North America. He also launched and leads the firm's personalization capability. He has built some of the firm's largest ventures and AI platforms, including Fabriq Personalization AI by BCG X, a personalization platform that accelerates personalization.Mark coauthored the book Personalized: Customer Strategy in the Age of AI, which helps executives learn how to put personalization at the center of their strategy, accelerate growth, and capture their share of the $2 trillion personalization prize.Timestamps00:00 - Intro00:49 - Why 2025 is the year of personalisation at scale01:38 - When personalisation goes wrong06:04 - Consumer data on our openness to personalisation07:48 - The $2 trillion opportunity10:08 - Who is doing personalisation well14:27 - The competitive advantage of speed and scale15:50 - How AI is driving personalisation forward24:15 - The 5 areas to build the framework for personalisation26:49 - How do you get information about your customer31:53 - What is the most useful intelligence to gather37:43 - How to make mass campaigns more targeted42:36 - Some of the barriers to personalisation50:19 - Why companies need to embrace AI53:25 - Parting advice to people on implementing personalisation

David Mannheim is the author of “The Person in Personalisation: The Story Of How Marketing's Most Treasured Possession Became Anything but Personal”. AND founder of Made With Intent. Hit PLAY to hear: Why most personalisation isn't personal—and how to fix it The surprising link between empathy and customer retention Netflix's 10-year lesson on making personalisation work The one question every brand should ask to connect deeply Easy, actionable steps to humanize your marketing today Key timestamps to dive straight in: [05:38] Debate over email subject lines' impact importance. [08:18] Feeling nickel-and-dimed; brands lack personalization empathy. [11:24] In-store vs. online: personalization, empathy difference. [13:16] Personalization: Familiarity, acknowledgment, care, intimacy, authenticity, listening. [19:31] Brands should prioritize personalization for customer retention. [23:12] Framework created; personalization start routes explored. [24:30] Understanding intent personalizes communication in eCommerce. [25:51] Listen to David's Top Tips! Full episode notes here: https://ecmp.info/525Download our ebook >> https://ecmp.info/ebook "500 Top Tips to Make Your eCommerce Business More Profitable" Download our new ebook... https://ecmp.info/ebook 500 Tips to Increase Your ProfitsGet all the links and resources we mention & join our email list at https://ecmp.infoLove the show? Chloe would love your feedback - leave a review here: https://ecmp.info/review or reply to the episode Q&A on Spotify.Interested in being a Sponsor? go here: https://ecmp.info/sponsor This podcast uses the following third-party services for analysis: Spotify Ad Analytics - https://www.spotify.com/us/legal/ad-analytics-privacy-policy/

In this episode, we chat with 2024 Edufuturists' AI Pioneer of the Year, Matthew Wemyss, about the sensible integration of AI in education, the importance of community building, and the challenges of personalisation and equity in learning. Matthew shares his journey in education, his role in a British overseas school in Romania, and how he utilises AI tools like ChatGPT to enhance teaching strategies and support teachers. The conversation also touches on the need for investment in educational technology to ensure all students have access to learning resources, particularly in the wake of the digital divide exacerbated by the pandemic. In this conversation, we explore the intersection of AI and education, discussing the need for better partnerships between tech companies and schools, the necessity of reflective practices for educators and the potential of AI to empower students in their learning journeys.  Chapters 00:00 Introduction 03:12 Matthew's Journey and Role in Education 08:12 Integrating AI in Education: Strategies and Challenges 16:25 The Role of AI in Personalisation and Teacher Support 22:01 Equity in Education: Addressing the Digital Divide 25:58 The Role of AI in Education Partnerships 30:08 Personalisation and Equity in Education 34:09 Reflective Practices in Teaching with AI 43:28 Empowering Students through AI 46:40 Rethinking Assessment and Learning Success Get Matthew's Educator's Handbook and Student's Handbook Thanks so much for joining us again for another episode - we appreciate you. Ben & Steve x Championing those who are making the future of education a reality. Follow us on X Follow us on LinkedIn Check out all about Edufuturists Want to sponsor future episodes or get involved with the Edufuturists work? Get in touch Get your tickets for Edufuturists Uprising 2025

In this special Best of 2024 episode of Add To Cart, we revisit five of Nathan's standout conversations from across the year. We revisit insights from Profit Peak's Carla Penn-Kahn and David Kahn, who unlocked a 20% profit boost for their multi-brand sneaker empire using real-time data and Adore Beauty's Dan Ferguson, who uses psychology to build customer loyalty through innovative dual funnels. We recap wisdom on nudges and sludges from behavioural economics expert Sonia Friedrich and learn how Adam Bouris from WHO IS ELIJAH has mastered bold, strategic wholesale cuts to power global expansion. We also revisit Anaita Sarkar, from Hero Packaging, retention strategies and the "magic bucket" concept that turned satisfied customers into vocal advocates.This episode was brought to you by: Deliver In PersonShopify PlusAbout your host:Nathan Bush is the host of the Add To Cart podcast and a leading ecommerce transformation consultant. He has led eCommerce for businesses with revenue $100m+ and has been recognised as one of Australia's Top 50 People in eCommerce four years in a row. You can contact Nathan on LinkedIn, Twitter or via email.Please contact us if you: Want to come on board as an Add To Cart sponsor Are interested in joining Add To Cart as a co-host Have any feedback or suggestions on how to make Add To Cart betterEmail hello@addtocart.com.au We look forward to hearing from you! Hosted on Acast. See acast.com/privacy for more information.

Omnichannel and personalisation are among the most overused terms in retail today. Omnichannel is too often condensed to the transaction and delivery aspects. Meanwhile, we sometimes forget how to add personality to our personalisation. In this episode, Oliver Banks is joined by Ines Clark, former Head of Global Strategy at Farfetch. Together, they break down the omnichannel customer journey and consider how to add the human touch into the pre-purchase stages in a personalised way, to genuinely help customers to shop. Tune in to explore the exciting opportunities for retailers to redefine pre-purchase customer experience. Listen to this episode to discover:Learn why omnichannel is about more than just buying and receiving - and consider what's possible for embracing omnichannel at other stages. How to rethink personalisation into two distinct components. Which sector should retailers look to for inspiration in omnichannel and personalisation?The show notes are at www.obandco.uk/325.

Welcome to Part 2 of future proofing your business. Things that we're talking about in this episode that I know you're going to want to dive into before you start planning for 2025! 1)Updating your Marketing Strategy Embracing an omnichannel Letting go of entrepreneurial amnesia and creating a measurable content strategy Leverage new platforms that could work for you. 2) The rise of Personalisation & Customer Experience The question is, how well do you know your customers' evolving needs? Can you provide hyper-personalised experiences? what would that look like Is your customer journey seamless across all channels? 3) How you can strengthen Customer Relations Getting great at implementing feedback systems Build community with open channels for communication & feedback 4) Looking seriously at AI Integration & Digital Transformation How can AI enhance your business operations, save you time, money & effort? Which processes can be automated while maintaining human touch? Is your tech stack future-ready? I've loved watching lots of 2025 predication videos and reading trend reports. The one thing that I know is that the market is starting to move at hyper speed and you need to get on board! If you're ready to build your personal brand, start creating scaleable systems and get the support and community you need then make sure you apply now for the Amplify Accelerator before 24th December 2024 to get access to the limited time $1000 saving and business review we'll be doing for the first 5 people who join.

In this episode, Dave and Dharm interview Edward Maslaveckas, CEO and one of the founders of the fintech company Bud. Ed discusses his background, the inception of Bud in 2015, and their initial failures and lessons learned while trying to build a financial product distribution platform akin to a 'money supermarket for millennials.' He explains their challenges before open banking regulations, particularly with technology and data aggregation. Fast forward to today, Bud enhances fintechs and banks by enriching customer transactional data through advanced data science and machine learning models, ensuring higher accuracy in understanding customer behaviours. Ed also touches on Bud's expansion into the U.S. and the complexities of entering the market, emphasising their focus on providing services to mid-market banks and fintechs over big banks. Additionally, Ed elaborates on the company's venture into AI-driven financial management tools and agentic models designed to oversee and automate customers' personal finances. By summarising their journey, key innovations, and future plans, Ed offers insights into how Bud remains a leader in fintech data solutions.

This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.Today's insightful interview features Australia's Leading Online Beauty Retailer – Adore Beauty – and its loyalty programme, Adore Society.Adore Beauty was started as a home grown business way back in April 2000 by Kate Morris, who grew up in rural Australia and was frustrated that the latest beauty products in magazines were only available to those who lived in the big Australian cities.Now, Adore Beauty, the website she created to ensure nationwide access to those products across the country, is a public company listed on the Australian Stock Exchange, stocking over 260 cosmetic brands and over 11,000 beauty products.Our guest is Miranda Bliss, Head of Loyalty and Retention at Adore Beauty, who shares how Adore Society is personalising its programme, as well as leveraging both AI and A/B testing techniques in order to optimise member's experiences as the brand approaches the launch of its physical stores and becomes a multi-channel retailer.Show notes1) Miranda Bliss2) Adore Beauty3) Adore Society4) LTL #273: eCommerce Leader Leverages Loyalty to Drive Commercial Success5) LTL #108: Australian eCommerce Loyalty with Adore Beauty

We explore the cutting-edge of healthcare digitalisation through the lens of genomics, artificial intelligence, and e-health strategies. Liis Leitsalu, researcher at the Estonian Genome Center and the University of Tartu, will guide us through the evolving world of genomics. She shares her expert insights on how genetic research is revolutionising personalised medicine, the role of Estonia's pioneering Biobank, and the ethical considerations surrounding genetic data.Professor Kristjan Port, a sports biologist with deep roots in academic research, discusses the diverse applications of AI in healthcare, from diagnostics and treatment to managing patient data and the ethical dilemmas posed by AI technology. His insights will illuminate how AI is not just a tool of the future but a present reality shaping our medical landscape.Jaanika Merilo, Head of Digital Health at the Estonian Ministry of Social Affairs, talks about Estonia's new e-health strategy. She outlines how digital tools are enhancing patient care, supporting healthcare professionals, and ensuring data-driven decision-making. She will explain how Estonia is leveraging technology to streamline healthcare services and improve patient outcomes, setting a benchmark for digital health globally.

In this episode, Ben and Steve recap the past TEN episodes and discuss the exciting future of education around some of the themes they have discussed with their guests. They cover a range of topics, including the role of AI in education, digital transformation, the importance of human connection, botheredness, a curriculum fit for purpose and the need for a holistic approach to learning. They also highlight the significance of supporting educators whilst championing the need for a more flexible and risk-friendly education system. The conversation is filled with humour, passion, and a commitment to making a positive impact in education. Chapters 00:00 Introduction and Overview of the Podcast 03:11 Reflections on Recent Conversations 06:14 The Importance of Thriving in Education 08:59 Breaking Down Educational Illusions 11:47 Personalisation in Learning and Teaching 15:09 The Role of Passion and Compassion in Education 17:57 The Impact of Technology on Learning 20:54 Creating a Culture of Innovation 23:55 The Need for Change in Educational Systems 26:57 Conclusion and Future Directions Thanks so much for joining us again for another episode - we appreciate you. Ben & Steve x Championing those who are making the future of education a reality. Follow us on X Want to sponsor future episodes or get involved with the Edufuturists work? Get in touchGet your tickets for Uprising 2025

As 2024 draws to a close, what should pharma teams be focusing their budgets on for the final quarter of the year? Join Jade and Isabel as they explore the critical trends that have shaped the industry in 2024. As teams finalise their budgets and plan for the final quarter and year ahead, this conversation brings insights into how strategies like personalised engagement, thought leadership and interactive, on-demand content are making an impact. With real-life examples, learn about the tools you can invest in to end the year on a high.  

The idea of targeted marketing is nothing new. Even before the advent of computers and data science, businesses have always tried to optimise their advertising campaigns by tailoring their advertisements to their ideal buyers.Data science allowed businesses to become more effective at this targeting. However, it was still necessary for businesses to manually create the advertising content they wanted to share with their target buyers. That is, until recently.In this episode, Hikari Senju joins Dr Genevieve Hayes to discuss how advances in AI technology have made it possible to generate personalised advertising content, optimised to produce the best results, and what that means for content creators.Guest BioHikari Senju is the founder and CEO of Omneky, an AI platform that generates, analyzes and optimizes personalised advertising content at scale. He is a Harvard computer science graduate and also co-founded tutoring app Quickhelp, which he later sold to Yup.com.Highlights(02:06) How OmneKey works(03:29) Personalisation in advertising(06:35) The role of human input in AI-generated content(10:45) Impact of AI on the advertising industry(15:09) Hikari Senju's journey and insights(19:53) Technical deep dive into OmneKey(25:54) The competitive landscape of AI(32:10) The future of content and AI(40:26) Conclusion and final thoughtsLinksOmnekey websiteConnect with Hikari on LinkedInFollow Hikari on XConnect with Genevieve on LinkedInBe among the first to hear about the release of each new podcast episode by signing up HERE

Genevieve Hayes Consulting Episode 49: AI-Generated Advertising and the Future of Content Creation The idea of targeted marketing is nothing new. Even before the advent of computers and data science, businesses have always tried to optimise their advertising campaigns by tailoring their advertisements to their ideal buyers.Data science allowed businesses to become more effective at this targeting. However, it was still necessary for businesses to manually create the advertising content they wanted to share with their target buyers. That is, until recently.In this episode, Hikari Senju joins Dr Genevieve Hayes to discuss how advances in AI technology have made it possible to generate personalised advertising content, optimised to produce the best results, and what that means for content creators. Guest Bio Hikari Senju is the founder and CEO of Omneky, an AI platform that generates, analyzes and optimizes personalised advertising content at scale. He is a Harvard computer science graduate and also co-founded tutoring app Quickhelp, which he later sold to Yup.com. Highlights (02:06) How OmneKey works(03:29) Personalisation in advertising(06:35) The role of human input in AI-generated content(10:45) Impact of AI on the advertising industry(15:09) Hikari Senju’s journey and insights(19:53) Technical deep dive into OmneKey(25:54) The competitive landscape of AI(32:10) The future of content and AI(40:26) Conclusion and final thoughts Links Omnekey websiteConnect with Hikari on LinkedInFollow Hikari on X Connect with Genevieve on LinkedInBe among the first to hear about the release of each new podcast episode by signing up HERE The post Episode 49: AI-Generated Advertising and the Future of Content Creation first appeared on Genevieve Hayes Consulting and is written by Dr Genevieve Hayes.

In this episode of the CX Insider Podcast, we're joined by Mohammed, an expert with over 15 years in customer-centric roles across telecom, retail, and NGOs. Now in the optical industry, Mohammed shares his insights into the unique challenges of customer experience in a space where healthcare meets luxury. Whether you're in retail, customer service, or just passionate about CX, this episode offers valuable lessons on putting customers at the heart of every business decision.   Content:   00:00 - Introduction   02:11– About Mohamed   04:53 – Brand Differentiation   07:57– Evolving Expectations   10:03– In Store Vs Online   15:32– Customer Retention   20:11 – Customer Lifecycle   22:39 – CX Basics   30:44 – Regional Preferences   35:06 – Quick-Fire Round

Send us a textUnlock the secrets to skyrocketing your email marketing success with personalized strategies that truly connect with your audience.Ever wondered how capturing simple details like a pet's name or birthday month can transform your engagement rates?Join me, Gary Redmond, as I unpack my journey as a co-founder of BusterBox and reveal how our step-by-step sign-up flow has turned basic subscriber data into a powerhouse of personalized communication. You'll learn proven methods to gather essential information that elevates your email campaigns from generic to genuine.Together, we'll navigate the art of email personalization across various business landscapes. Discover how segmenting your email lists and using merge tags can tailor your messages to resonate deeply with your subscribers' needs.Whether it's customizing content based on a customer's pet or creatively leveraging demographic details, these strategies promise to boost your open rates and conversions. As we conclude, I invite you to join our Subscription Box Success Facebook community for ongoing discussions and support in mastering these techniques.Don't miss this opportunity to enhance your marketing effectiveness with personalization that speaks volumes. Please suggest any topic you would like me to cover by visiting unboxtheinbox.com Join my newsletter at garyredmond.com/newsletter

Scaling Smarter: How GiftsOnline4U is Transforming the Gift Business with Asgar Dungarwalla Asgar Dungarwalla is the Founder of GiftsOnline4U, the award winning personalised gift retailer. They sell over 2,500 products via their WooCommerce website, marketplaces, and wholesale to both the B2C and B2B markets. Founded in 2012 they now do £750,000 per year. Hit PLAY to hear: Why personalization is key for GiftsOnline4U How Asgar downsized his team to make them more efficient and effective The importance of building strong ties with outsourced teams Streamlining for profitability How to use AI in an eCommerce business Key timestamps to dive straight in: [04:55] Personalisation challenges: wrong info from customers, technology issues. [08:08] Overseas teams are cost-effective and skilled overall. [12:02] Focus on productivity over growth for better results. [14:29] Using AI early can increase business productivity. [17:58] Perplexity AI is a great search engine. [22:18] Customized gifts using input-based real-time images. [25:18] Listen to Asgar's Top Tips! Full episode notes here: https://ecmp.info/513Discover Yoast for Shopify >>> https://ecmp.info/yoast-shopify Download our new ebook... https://ecmp.info/ebook 500 Tips to Increase Your ProfitsGet all the links and resources we mention & join our email list at https://ecmp.infoLove the show? Chloe would love your feedback - leave a review here: https://ecmp.info/review or reply to the episode Q&A on Spotify.Interested in being a Sponsor? go here: https://ecmp.info/sponsor This podcast uses the following third-party services for analysis: Spotify Ad Analytics - https://www.spotify.com/us/legal/ad-analytics-privacy-policy/

FOLLOW US: LinkedIn: https://www.linkedin.com/company/inside-commerce/ ABOUT THIS EPISODE: In this episode of the Inside Commerce podcast, James Gurd interviews Seb Villien, the Digital Director at Smythson, discussing the nuances of customer experience and personalisation in the context of luxury brands. They explore the differences between high street fashion and luxury retail, the importance of user experience, and how Smythson enhances customer service to drive revenue. Seb shares insights on the role of AI, the significance of empowering customer service teams, and the strategies for measuring success and fostering customer loyalty. The conversation also touches on the challenges of internationalisation and localisation in delivering a consistent brand experience across different markets. Key takeaways: Customer experience is crucial for luxury brands. Smythson focuses on storytelling in their collections. Post-purchase experience is key to customer satisfaction. AI is used to support, not replace, human interaction. Customer service can drive revenue and loyalty. Empowering teams leads to better customer experiences. Personalisation is essential in luxury retail. A thorough recruitment process is vital for customer service roles. Internationalisation requires balancing global brand consistency with local adaptation. Technology should be maximised before seeking new solutions.

Today on our show, we're talking about what it takes to build loyalty by creating long-lasting relationships between brand and consumer. To do this, we're joined by Christopher Baird, frog's head of loyalty based in the UK, in conversation with Aaron Mitchell, Global VP of Membership and Personalization at The LEGO Group. Throughout their chat, the two talk about the intersection of play, people and purpose, and what that means for long-term business strategies that simultaneously create a new level of customer value.Brought to you by frog, a global creative consultancy. frog is part of Capgemini Invent. (https://www.frog.co) Download the new frog report 'Chief Challenges 07: Your Consumer Responsibility' (https://fro.gd/3JSdvOK) Host/Writer: Elizabeth Wood, Editorial Director, frog Research & Story Support: Camilla Brown, Editorial Manager, frog Audio Production: Richard Canham, Lizard Media (https://www.lizardmedia.co.uk)

Engaging and Retaining the Gen Z Workforce Host: Mervyn Dinnen Guest: Danielle Farage, Gen Z Talent Strategist, Speaker, and Content Creator In this podcast interview Mervyn talks with Danielle Farage, leading Gen Z and Future of Work writer, researcher and influencer. During the conversation they talk about changing generational attitudes to work and employment, importance of skill development and career personalisation, and how to really engage and retain the emerging workforce. Topics discussed:  Understanding the educational background of the Gen Z and the events that have shaped their thinkingTailoring work around skills and not specific job roles Personalisation of career options Offering support and enablement over management and directionWhy do Gen Z leave jobsPreferred management stylesThe 'right to disconnect' and other ways to engage the Gen Z workforce Thanks for listening! Remember to subscribe to all of the HR Happy Hour Media Network shows on your favorite podcast app!