The Future of Customer Engagement and Experience Podcast: Recent Episodes
FCEE
Today customers aren’t just buying products and services - they’re buying experiences, spending more with brands that meet their expectations and align with their beliefs. The Future of Customer Engagement and Experience is dedicated to actionable thought leadership and analysis on all things commerce, both consumer-facing and B2B, from sales, marketing, customer experience, employee experience, data management, customer service, purpose, corporate life, and more.
With all the economic headwinds, CPGs are facing a double crisis – costs are up, demand is down in many markets, and consumers are hunkering down for a recession. Meanwhile, the supply chain is still in disarray after COVID, and geopolitical trends are volatile. It’s tough out there for marketers – it looks a lot like hurricane season in these kind of conditions.
That means marketers face more scrutiny, and need to demonstrate the value they will get for every penny they spend.
CPGs are notoriously data poor – they have much less data than their key collaborating sectors, the media ecosystem, and retail. Yet, conversely, Nielsen found that 69% of marketers agreed first-party data was essential to their strategies.
Epsilon research found that:
- 86% of digital relies on third party cookies
- 83% anticipate moderate to significant impact on their digital advertising efforts when cookies deprecate
- 53% are not fully prepared
- 70% are not confident their partners will provide a comparable solution
Customer identity and access management software creates a single cloud platform that enables brands to do three things:
- Capture and manage customer identities to remove friction at registration and log-in
- Build robust customer profiles based on first-party, permission-based data
- Orchestrate and govern customer profiles in near real-time to other customer engagement solutions to deliver personalized experiences
Tracking has allowed marketers to cost-effectively zero in on specific consumers on Facebook and customize ads for the most success. Without access to IDFA, marketers will have a limited view of the consumer, restricting their ability to personalize ads, making customer opt-in and consent critical.
Relevant Content:
CIAM: What is customer identity and access management?
Benefits of CIAM: Better security, slick CX, and more revenue
SAP Customer Identity and Access Management for B2C
Zero-party data: Definition, examples, and marketing benefits
FOLLOW & CHAT:
FCEE + Cali Green
Connect with Bevy
EPISODE REFERENCES:
Ageism and gender in the workplace: The myth of the late bloomer
TED Talk - Bevy Smith: How to discover your authentic self -- at any age
sub·ver·sive:
Written, produced, and co-edited by creator/host Cali Green
Predominantly edited by Associate Producer Adam Ross
Resident Mental Health Expert: Tracy Treacy
Music Supervisor: Samora Pinderhughes
Show Theme: "Hold That Weight" video + audio - Samora Pinderhughes
Sub·ver·sive with Cali Green: "Difficult" Women: A Revolution Rises episode features Chinisha Scott, "The Daily Show" Segment Director, Emmy nominated filmmaker, and co-chair of the Writers Guild East's Women of Color Caucus.
We discuss the idea of "difficult women," the article that sparked this podcast, how the label impacts women across industries and enterprises, and why a revolution in the workplace is rising as women become exhausted with the double standard.
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FOLLOW & CHAT:
FCEE + Cali Green
Chinisha
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EPISODE REFERENCES:
Difficult women: Exhausted by bias, a revolution rises
The female CEOs on this year’s Fortune 500 just broke three all-time records
Jen Bailin's (SAP CX CRO) LinkedIn post that re-ignited the conversation, making it viral at the beginning of September
The next time you hear a woman called difficult, ask yourself:
What did she do to warrant being labeled as such?
- Did she ask or demand to be paid what she’s worth?
- Did she refuse to let someone disrespect her boundaries?
- Did she speak up to be recognized for something she inspired or built?
If anything like the above took place, none of it makes her difficult.
IT MAKES HER SMART.
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sub·ver·sive:
Written, produced, and co-edited by creator/host Cali Green
Predominantly edited by Associate Producer Adam Ross
Resident Mental Health Expert: Tracy Treacy
Music Supervisor: Samora Pinderhughes
Show Theme: "Hold That Weight" video + audio - Samora Pinderhughes
FOLLOW & CHAT:
FCEE + Cali Green
Win Rosenfeld
Monkeypaw Productions
Sub·ver·sive with Cali Green: EP 2, features Win Rosenfeld, President of Monkeypaw Productions—'Get Out' (2017), 'Us' (2019), 'Nope' (2022). Monkeypaw stands as one of the biggest and (most profitable) companies telling stories that amplifying art from marginalized voices, making Win the perfect person to discuss how industry and art collide.
In our delightfully candid conversation, Win shares his disdain institutions and details his pivot from covering politics as a journalist to helping dream up some of the most original, bizarre, and entertaining stories on-screen today.
At the core of our conversation is a Forbes article titled "Hollywood Loses $10 Billion A Year Over Lack Of Black Representation."
Yes. You read that correctly.
EPISODE REFERENCES:
Hollywood Loses $10 Billion A Year Over Lack Of Black Representation
sub·ver·sive:
Written, produced, and co-edited by creator/host Cali Green
Predominantly edited by Associate Producer Adam Ross
Resident Mental Health Expert: Tracy Treacy
Music Supervisor: Samora Pinderhughes
Show Theme: "Hold That Weight" video + audio - Samora Pinderhughes
sub·ver·sive with Cali Green: EP 1
Guest Brenda Castañeda shares her journey with starting a new career and moving to another country. Plus, advice on knowing yourself well enough to best decide when it's time to move or stand still.
FOLLOW & CHAT:
FCEE + Cali Green
Brenda Castañeda
Connect with Brenda
EPISODE REFERENCES:
We The Urban Instagram Post
Fortune, 5/14/21 - One in three U.S. workers changed or lost jobs
Forbes, 5/16/21- Why Millions Of Employees Plan To Switch Jobs Post-Pandemic
CNBC, 10/12.21 - The great reimagination of work’: Why 50% of workers want to make a career change
sub·ver·sive:
Written, produced, and co-edited by creator/host Cali Green
Predominantly edited by Associate Producer Adam Ross
Music Supervisor: Samora Pinderhughes
Show Theme: "Hold That Weight" video + audio - Samora Pinderhughes
Welcome to sub·ver·sive with Cali Green, a podcast dedicated to disrupting the status quo within systems surrounding POWER, MONEY, and CULTURE.
FOLLOW & CHAT:
FCEE + Cali Green
LINKS:
1619 Project, New York Times
Jane Elliott 'Birth Dearth' Interview Segment
sub·ver·sive:
Written, produced, and co-edited by creator/host Cali Green
Predominantly edited by Associate Producer Adam Ross
Resident Mental Health Expert: Tracy Treacy
Music Supervisor: Samora Pinderhughes
Show Theme: "Hold That Weight" - Samora Pinderhughes
GUEST MONTAGE ORDER OF APPEARANCE:
Chinisha Scott - Segment Director, The Daily Show
Mohit Arora - Speaker, Strategist, Advisor & Host (Fatemakers)
Bevy Smith - Author (Bevelations), TED Speaker
Win Rosenfeld - CEO & President, Monkeypaw Productions
Jessica Lanyadoo - Astrologer, Psychic Medium
Josh Gwynn - Podcast Host, Sr. Producer, Pineapple St. Studios
Rachel Hoffman - Author (Unfck Your Habitat)*
Felonious Munk - Comedian, Actor, Writer
April Reign** - #OscarsSoWhite, She Will Rise
Host:
Jen Bailin, Chief Revenue Officer, SAP
Guest:
Joanna Milliken, CEO at Emarsys, an SAP company
Rather than taking down physical stores, huge investments in e-commerce over the past two years have empowered customers to pursue their perfect shopping experience.
New consumer research by Emarsys shows that shoppers switch between a huge variety of channels as they need – so brands can’t skimp on preferred channels at the expense of smaller ones.
To deliver a consistent and engaging experience, retailers must treat digital and physical retail as branches of the same strategy.
Their marketers need to centralize data from every channel to understand their customers as individuals – that’s the key to delivering personalized campaigns that engage shoppers on a one-to-one level, and that stay with them across channels.
Some insights covered:
- Consumer shopping has changed dramatically throughout the decades – while shoppers are enjoying aspects of the new digital options, they're also missing some elements of shopping from years gone by.
- Some shopping trends have accelerated dramatically during the pandemic and today consumers expect brands to understand them more than ever before.
- There's a big need for marketers to keep up with evolving demands, since it's engagement that draws consumers in.
- Emails are more popular than ever as part of an omnichannel marketing campaign.
- Rather than demanding customers adopt a ‘digital only’ approach, marketers offer them the best of all worlds.
Links you might be interested in:
Omnichannel versus multichannel: What's the difference, and who is doing it?
Omnichannel examples: Brands creating their own luck
The future of commerce: 3 trends shaping how we buy and sell
Host:
Jen Bailin, Chief Revenue Officer, SAP
Guest:
Colleen Fahey Rush, Executive Vice President, Chief Research Officer, Paramount
Introducing the Be Remarkable Podcast
One of the best parts of my role as Chief Revenue Officer is spending time every day with forward-thinking business leaders, experts, and influencers in the customer experience industry. Now you can hear directly from them as well on the Be Remarkable podcast, where we exchange ideas, insights, and explore the future of business and technology together. I am thrilled for you to join the conversation with us.
The guests I interview are finding innovative ways to transform their business and create incredible experiences for their customers around the world. We’ll talk about digital transformation, brand loyalty, personalization, customer support, and so much more.
The first episode with Colleen Fahey Rush, Executive Vice President, Chief Research Officer, Paramount, explores how customer habits have changed throughout the pandemic — from how we consume and buy to how we watch movies and TV. Learn how top brands are keeping customers loyal and engaged in real-time… and for the long term.
COVID has impacted everything from how we shop and buy products and services to how we watch movies and TV.
Customer habits and behaviors are crucial for companies to consider, especially in a world where the average business roadmap is five years old.
In this episode, we explore how brands are:
- Adapting to consumer behavior by using real-time analytics
- Engaging customers for the long-term
- Developing content shaped by customer habits
- Evolving their hiring practices to align with consumers of the future
Read more about consumer behavior in 2022 HERE.
Guest
- Tracey Wallace - Director of Content Strategy, Klaviyo
Links to Learn More
- Read Tracey's article "Brands with the best customer service 2022"
- Read "Customer service trends 2022: Service becomes savior"
- Follow Tracey on LinkedIn
- Learn more about the ROI of great customer service
Guests
- Nicole Asling - VP of Vertical Partners, Worldpay
- Kevin Ward - Director of UK Partnerships, Klarna
Links to Learn More
- Read "The Global Payments Report 2021"
- Follow Nicole on LinkedIn
- Follow Kevin on LinkedIn
- Article of the Week - Cashless Society: Digital wallets will eclipse all other methods
Presented by the-future-of-commerce.com
Guests
- Esteban Kolsky - Chief Evangelist, SAP CX
- Raj Balasundaram - SVP Channels and Strategy, SAP Emarsys
Links to Learn More
- Further Reading: Building Loyalty with Personalized 1:1 Experiences
- Follow Esteban on LinkedIn
- Follow Raj on LinkedIn
- Article of the Week - D2C Personalization Strategy: A win for consumers and brands
Presented by the-future-of-commerce.com
Guests
- Ratul Shah - Head of Product Marketing, Customer Data Solutions, SAP CX
- Guy Kronenthal - SVP, GM for Customer Data Cloud, SAP CX
- Sergey Krayniy - Head of Product, SAP CX
Links to Learn More
- Webcast - What's the Ideal Customer Data Strategy for your Brand?
- Explore SAP Customer Data Cloud
- Article of the Week - Is it Easy For Your Customers to Buy From You?
Links to Learn More
- The 2021 Holiday Shopping Season: 4 ways retailers can prepare
- LinkedIn Live - Christmas in July: How brands can prepare for holidays
- Connect with Gabrielle on LinkedIn
- Article of the Week - Less is more: Omnichannel selling tips
Presented by the-future-of-commerce.com
Links to Learn More
- The Intelligent Enterprise for Wholesale Distribution Whitepaper
- Webinar - The New Rules of Competition for Today's Distributor
- Infographic - Starting the Business Case for Sales Order Automation
- Connect with Magnus on LinkedIn
- Connect with Erik on LinkedIn
- Article of the Week - Is it Easy For Your Customers to Buy From You?
Presented by the-future-of-commerce.com
Links
- Checkout the "Homerun machine"
- Online Metals Creators
- Shawn Lynam on LinkedIn
- Greg Raece on LinkedIn
- Jodi Simmons on LinkedIn
- Learn more about Online Metals
- Read the Economist Report on eCommerce shopping
- Cx_customermarketing@sap.com
- @SAP_CX
Presented by www.the-future-of-commerce.com, where you can stay ahead of customer experience trends with daily updates that are informational, educational, and entertaining.
Taking time for tanning and sleeping. Be sure to check out the rest of our great episodes in the meantime!
Presented by the-future-of-commerce.com
Guests
- Ratul Shah - Head of Product Marketing, Customer Data Solutions, SAP CX
- Esteban Kolsky - Chief Evangelist, SAP CX
- Fatemah Khatibloo - VP and Principal Analyst, Forrester
Links to Learn More
- Blog - Third Party Cookies Are Ending: What to do?
- Webcast - What's the Ideal Customer Data Strategy for your Brand?
- Explore SAP Customer Data Cloud
- Article of the Week - Is it Easy For Your Customers to Buy From You?
Presented by the-future-of-commerce.com
Links to Learn More
- Capgemini Paper: The new rules of customer service
- Connect with Sarah
- Connect with John
- Article of the Week - What is customer service? Definitions, types, benefits, stats
Presented by the-future-of-commerce.com
Links to Learn More
- Capgemini Paper: The new rules of customer service
- Connect with Sarah
- Connect with John
- Article of the Week - What is customer service? Definitions, types, benefits, stats
Presented by the-future-of-commerce.com
Guests include:
- Florian Fromberg, Global CX Insights Director – SAP Customer Experience Advisory
- Sandeep Chowdhury, Global GTM Head of SAP Customer Experience for Telecommunications
- Stefan Mueller, Director Insurance / Financial Services - SAP Customer Experience
Links to Learn More
- Connect with Florian
- Connect with Sandeep
- Connect with Stefan
- Learn more about SAP CX
- Article of the Week - B2B Personalization: A three step guide to starting
Guests include:
- Florian Fromberg, Global CX Insights Director – SAP Customer Experience Advisory
- Sandeep Chowdhury, Global GTM Head of SAP Customer Experience for Telecommunications
- Stefan Mueller, Director Insurance / Financial Services - SAP Customer Experience
Links to Learn More
- Connect with Florian
- Connect with Sandeep
- Connect with Stefan
- Learn more about SAP CX
- Article of the Week - B2B Personalization: A three step guide to starting
Links to Learn More
- Read more on the benefits of Direct to Consumer
- Learn more about SAP Upscale Commerce for D2C
- Article of the Week - CX at SAPPHIRE NOW 2021
Presented by the-future-of-commerce.com
Links to Learn More
- Read more on the benefits of Direct to Consumer
- Learn more about SAP Upscale Commerce for D2C
- Article of the Week - CX at SAPPHIRE NOW 2021
Presented by the-future-of-commerce.com
Links to Learn More
- Jodi's Full Article on Handshakes vs. Hands-Off
- Learn more about SAP CX
- Article of the Week - How Guided Selling helps seal more deals
Presented by the-future-of-commerce.com
Guests include:
- Tom McKee, Industry Principal at eLogic (SAP Advisor at time of the recording)
- Lawrence Matusek, CTO at eLogic
- Liz Duggan, VP at SMITH
Links to Learn More
- 6 Ways CPQ Can Transform Your B2B Organization
- Using CPQ: The Complete Order Process
- Learn more about SAP CPQ
- Article of the Week - In a CX Minute: May 5th Edition
Guests include:
- Tom McKee, Industry Principal at eLogic (SAP Advisor at time of the recording)
- Lawrence Matusek, CTO at eLogic
- Liz Duggan, VP at SMITH
Links to Learn More
- 6 Ways CPQ Can Transform Your B2B Organization
- Using CPQ: The Complete Order Process
- Learn more about SAP CPQ
- Article of the Week - Under Pressure: Top challenges in Wholesale Distribution
Guests include:
- Ratul Shah, Head of Product Marketing | Customer Data Solutions at SAP
- Javier Flores, Global Industry Principal | Consumer Products at SAP
- Sunny Neely, Global Solution Director | Consumer Products at SAP
- Ritu Saluja, Global CX Advisor | CPG & Retail at SAP
Links to Learn More
- Blog - Third Party Cookies Are Ending: What to do?
- Webcast - What's the Ideal Customer Data Strategy for your Brand?
- Explore SAP Customer Data Cloud
- Article of the Week - Is it Easy For Your Customers to Buy From You?
Guests include:
- Ratul Shah, Head of Product Marketing | Customer Data Solutions at SAP
- Javier Flores, Global Industry Principal | Consumer Products at SAP
- Sunny Neely, Global Solution Director | Consumer Products at SAP
- Ritu Saluja, Global CX Advisor | CPG & Retail at SAP
Links to Learn More
- Blog - Third Party Cookies Are Ending: What to do?
- Webcast - What's the Ideal Customer Data Strategy for your Brand?
- Explore SAP Customer Data Cloud
- Article of the Week - Benefits of Direct to Consumer e-Commerce
Guests include:
- Ratul Shah, Head of Product Marketing | Customer Data Solutions at SAP
- Javier Flores, Global Industry Principal | Consumer Products at SAP
- Sunny Neely, Global Solution Director | Consumer Products at SAP
- Ritu Saluja, Global CX Advisor | CPG & Retail at SAP
Links to Learn More
- Blog - Third Party Cookies Are Ending: What to do?
- Webcast - What's the Ideal Customer Data Strategy for your Brand?
- Explore SAP Customer Data Cloud
- Article of the Week - Digital Transformation in the food industry
Presented by www.the-future-of-commerce.com, where you can stay ahead of customer experience trends with daily updates that are informational, educational, and entertaining.
Links to Learn More
- Read The Intelligent Enterprise for WD Paper
- Follow Chip on LinkedIn
- Follow Magnus on LinkedIn
- Article of the Week - Supply chain planning: Keeping promises no matter what
Presented by www.the-future-of-commerce.com, where you can stay ahead of customer experience trends with daily updates that are informational, educational, and entertaining.
Links to Learn More
- Upscale Commerce
- Headless Commerce
- The Continuity Commerce Playbook
- Article of the Week - In A CX Minute
Links to Learn More
- Read more of Tom Sweeny's work here
- Follow Esteban on LinkedIn
- Article of the Week - What is customer service? Definitions, types, benefits, stats
- Thriving on Customer Value - IDC Infographic
This episode is a deeper dive into the topic of agility and web accessibility, which we introduced in 2021 trends episode. If you haven’t given that a listen yet, be sure to add that to your queue after this episode.
Links
- Read Branwell's Article on Web Accessibility
- Follow Branwell on LinkedIn
- We Are the Champions: How to rock customer experience
This episode is a deeper dive into the topic of centralizing customer identity and consent, and how to fully harness it which we introduced in 2021 trends episode. If you haven’t given that a listen yet, be sure to add that to your queue after this episode.
Links
- Learn More about Capgemini DCX Division
- Follow Sree on LinkedIn
- RPA and AI: An automation dream team
This episode is a deeper dive into the topic of generational payment preferences which we introduced in 2021 trends episode. If you haven’t given that a listen yet, be sure to add that to your queue after this episode.
Links
- Download the Generational Payment Trends Report
- Follow Michaela on LinkedIn
- 2021 Retail Trends: The Strategies that Dominate
Our guests include:
- Michaela Weber, VP of Enterprise Partners at Worldpay
- Sree Gogineni, CTA at Capgemini DCX Division
- Branwell Moffat, Director of CX Consulting at KPS Digital
Links
- Download the Generational Payment Trends Report
- Learn More about Capgemini DCX Division
- Read Branwell's Article on Web Accessibility
In their quest to get closer to customers, it seems like every business is racing to achieve a 360-degree customer profile. But is this achievable given the velocity, volume, and variety of customer data available today? How can a business best unify data sources, mine profiles for insights, and hyper-personalized engagements in real time? Listen to this episode to get the answers!
This is Part 3 of our new three part series on Data-Driven Customer Experience including:
-
Ratul Shah, Head of Product Marketing at SAP Customer Data Cloud
-
Sheryl Kingstone, Head of CX & Commerce at 451 Research
-
Adrian Nash, Head of Strategy at SAP Customer Experience
Looking for a solution that can help you deliver relevance and personalization at every in-person and digital touch point across channels? Download this solution brief to learn about next-generation customer data platforms.
Article of the week: Failure is the key to success
Viewed through the narrow lens of technology solutions, a digital transformation amounts to little more than a buzzword. But when viewed as a cross-functional strategy with the goal of delivering a market-differentiating customer experience, the opportunities are limitless. Join us in this episode to discover how to put the customer at the center of your business in today’s digital economy.
This is Part 2 of our new three part series on Data-Driven Customer Experience including:
-
Ratul Shah, Head of Product Marketing at SAP Customer Data Cloud
-
Sheryl Kingstone, Head of CX & Commerce at 451 Research
-
Adrian Nash, Head of Strategy at SAP Customer Experience
Want to explore the benefits of a data-driven customer experience strategy? Download this research report from Oxford Economics.
Article of the week: Best Examples of B2B eCommerce - Companies winning the game
Why do some businesses succeed at establishing rich, long-term customer relationships, while others struggle? It comes down to their ability to understand, engage with, and deliver to customers in the digital-first economy.
This is Part 1 of our new three part series on Data-Driven Customer Experience including:
-
Ratul Shah, Head of Product Marketing at SAP Customer Data Cloud
-
Sheryl Kingstone, Head of CX & Commerce at 451 Research
-
Adrian Nash, Head of Strategy at SAP Customer Experience
Want more insights from Sheryl Kingstone on the power of personalization? Download this free analyst report!
Article of the week: How a customer data platform unlocks the power of personalization
It’s easy for distribution leaders to let inadequate pricing and sales practices go unnoticed, leading to unnecessary revenue and margin loss in the midst of fierce competitors, fluctuating demand, product proliferation and volatile costs. Addressing just five factors can help you reclaim those lost opportunities.
Today's guests include:
-
Magnus Meier, Vice President and Global Head, Wholesale Distribution Business Unit at SAP
-
Barrett Thompson, General Manager of Commercial Excellence at Zilliant
-
Lindsay Duran, CMO at Zilliant
Relevant Links
- 2020 Global B2B Benchmarking Report
- Magnus on LinkedIn
- Barrett on LinkedIn
- Lindsay on LinkedIn
- Customer-Centric Companies: Where Culture Eclipses Technology
If you like what you're hearing please subscribe to the show. Presented by www.the-future-of-commerce.com, where you can stay ahead of customer experience trends with daily updates that are informational, educational, and entertaining.
Presented by www.the-future-of-commerce.com, where you can stay ahead of customer experience trends with daily updates that are informational, educational, and entertaining.
Links
- Kai Herzberger on LinkedIn
- Rick Hobbs on LinkedIn
- Learn more about Facebook Shops
- Learn more about SAP Commerce
Presented by www.the-future-of-commerce.com, where you can stay ahead of customer experience trends with daily updates that are informational, educational, and entertaining.
Links
- Jody Fales on LinkedIn
- Brian Ballard on LinkedIn
- Cx_customermarketing@sap.com
- @SAP_CX
- Learn more about Anixter
- Learn more about Avatria
- Follow Avatria on LinkedIn and Twitter
Presented by www.the-future-of-commerce.com, where you can stay ahead of customer experience trends with daily updates that are informational, educational, and entertaining.
Links
- The Economist Intelligence Report
- Lisa James on LinkedIn
- About Last Night: Drunk shopping drives $45B for e-commerce
If you like what you're hearing please subscribe to the show. Presented by www.the-future-of-commerce.com, where you can stay ahead of customer experience trends with daily updates that are informational, educational, and entertaining.
Links
- Philip on LinkedIn
- TROY - Debt Collection as a Service
- 10 Brands with the Best Customer Service
Want more insights into effective data activation strategies? Check out this new research report from 451 Research, part of Global Market Intelligence. Download the report for free!
Presented by www.the-future-of-commerce.com, where you can stay ahead of customer experience trends with daily updates that are informational, educational, and entertaining
Presented by www.the-future-of-commerce.com, where you can stay ahead of customer experience trends with daily updates that are informational, educational, and entertaining.
Links
- The Continuity Commerce Playbook
- Margie Bell on LinkedIn
- Subscription Business Models: Start small, plan big, reap rewards
If you want to learn more about B2C Marketing, follow the link here where you can discover a strategy for offering trusted, personalized customer engagements.
Also, if this was useful for you, be sure to subscribe to the podcast so you can receive notifications as new episodes are released.
If you want to learn more about B2C Marketing, follow the link here where you can discover a strategy for offering trusted, personalized customer engagements.
Also, if this was useful for you, be sure to subscribe to the podcast so you can receive notifications as new episodes of the B2C Marketing series are released.
If you want to learn more about B2C Marketing, follow the link here where you can discover a strategy for offering trusted, personalized customer engagements.
Also, if this was useful for you, be sure to subscribe to the podcast so you can receive notifications as new episodes of the B2C Marketing series are released.
If you’re interested in attending the SAP CX Live event to explore best practices on delivering personal, trusted, and connected customer experiences, just follow the link below.
Let us know what you think of the episode by leaving us a review!
Links
- Learn more about SAP CX Live
- Milene Flores on LinkedIn
- Jorge Baron on LinkedIn
- Unlocking Customer Data
If you like what you're hearing please subscribe to the show. Presented by www.the-future-of-commerce.com, where you can stay ahead of customer experience trends with daily updates that are informational, educational, and entertaining.
Links
- Thi on LinkedIn
- Thi on Twitter
- beyond #DigitalFitRate
- Celonis: Digital FIT Rate
If you like what you're hearing please subscribe to the show. Presented by www.the-future-of-commerce.com, where you can stay ahead of customer experience trends with daily updates that are informational, educational, and entertaining.
Links
- Bo on LinkedIn
- Bo's Website
- Bo's YouTube Channel
- Gallup Report
- The Scrum Guide
- What Scrum is REALLY about
If you like what you're hearing please subscribe to the show. Presented by www.the-future-of-commerce.com, where you can stay ahead of customer experience trends with daily updates that are informational, educational, and entertaining.
Links
- Katrin on LinkedIN
- Curiosity at Merck
- Curiosity Self-Test
- Training your Curiosity
- Curiosity Report 2018
- Future Talks Podcast
- Worlds of Curiosity
- Merck Curiosity Mission
- Christian on LinkedIN
If you like what you're hearing please subscribe to the show. Presented by www.the-future-of-commerce.com, where you can stay ahead of customer experience trends with daily updates that are informational, educational, and entertaining.
Links
- Samantha on LinkedIN
- www.samanthakris.com
- Podcast: The Catalyst
- TEDx talk
- Bossing Up Community
- Prosci: Thea ADKAR Model
If you like what you're hearing please subscribe to the show. Presented by www.the-future-of-commerce.com, where you can stay ahead of customer experience trends with daily updates that are informational, educational, and entertaining.
Links
- Geoff on LinkedIN
- Yell Website
- Yell Blog
- Yell App
If you like what you're hearing please subscribe to the show. Presented by www.the-future-of-commerce.com, where you can stay ahead of customer experience trends with daily updates that are informational, educational, and entertaining.
Links
- Thomas on LinkedIn
- Bringing Mindfulness into the Corporate World
- SAP Global Mindfulness Practice
- Peter Bostelmann, Chief Mindfulness Officer, SAP
- (SIYLI ) Search Inside Yourself Leadership Institute
We’ve merged efforts with the team from The Art of CX podcast to bring you Customer Corner, a series of unplugged conversations focused on the challenges and transformations going on in the corner offices of the world, from the folks sitting at the desk.
In our first episode of the Customer Cornerseries, we’re learning how Frucor Suntory, one of the leading drink manufacturers and sellers in Australasia, has used their ongoing digital transformation to stay ahead during the pandemic.
About our guests
Fernando Battaglia is the Value Stream Manager at Frucor Suntory. As a value stream manager, he works with the commercial and consumer marketing teams to develop digital platforms and digital systems that support the business and support the people working in the business to interact with consumers and customers.
Nick Wood is the dedicated host of Customer Corner, and the former host of The Art of CX and Labs Talk podcasts.
Alfred Bonilla is the co-host for this episode. He is the Head of SAP Japan for SAP Customer Experience.
Presented by www.the-future-of-commerce.com, where you can stay ahead of customer experience trends with daily updates that are informational, educational, and entertaining.
It’s episode two of our new Commerce Reimagined series, dedicated entirely to analysis on all things commerce. Simon Curd, Chief Product Owner within the SAP Commerce Group, helps us make sense of Headless Commerce.
If you want to learn more about headless commerce, check out the video here: Headless Commerce
Presented by the-future-of-commerce.com, where you can stay ahead of customer experience trends with daily updates that are informational, educational, and entertaining.
Welcome to the first episode of our new Commerce Reimagined series. These episodes are dedicated entirely to everything you need to know about digital commerce.
To kick off the series, we’re tackling the topic of digital commerce in B2B operations. People across the world responsible for business to business operations are facing the challenge to consumerize, going from a transactional mindset to an experiential. Apurva Pangam, Principal at Deloitte joins us to discuss.
AP and I cover what this transition from transactional to experiential looks like, the benefits and challenges of consumerizing and the role ecommerce plays in this, and steps you can take today no matter where you are in the process.
If you want to learn more about digital commerce in a B2B environment, follow the link here where you can find a Harvard Business Review report on Transforming B2B Customer Experience. Also if this was useful for you, be sure to subscribe to the podcast so you can receive notifications as new episodes of the Commerce Reimagined series are released.
We’re back! Obviously summer isn’t over, but our summer break is! We gave it our best shot at getting a tan, taking two naps a day and living off popsicles, and now we’re back with new episodes.
We’ll kick off with a couple of new series. Over the next few weeks you’ll hear a new series focused solely on commerce topics called “Commerce Reimagined”, as well as a mini-series with Forrester on B2B Marketing trends. And of course we’ll have our usual variety of customer experience topics that you’ve come to expect from us.
Subscribe now if you haven’t already so you’re prepared and leave us a review with your feedback so you have a clear conscious if you feel led to do so, and we’ll talk to you again soon!
Presented by The Future of Customer Engagement and Experience (www.the-future-of-commerce.com), where you can find our section of information dedicated to leadership, data, and current news around COVID-19.
As summer vacations begin, we’ll be taking a quick break over the summer as well to prepare for the second half of the year. In the meantime, feel free to catch up on any episodes you haven’t tried so far, or re-listen to one of your favorites. Plus, you can always find great articles on the topics we get our inspiration from on our site, www.future-of-commerce.com.
Stay safe, and we’ll talk soon!
We want to take the steps to improve our digital customer experience, but how do we take a step back and understand what we need to improve?
You’ll recognize today’s guest from our previous episode "Above The Fold: Key commerce trends you need to know" Branwell Moffat is the Director of CX Consulting at KPS Digital. We took the chance to dive deeper with Branwell into how we can get a better understanding of where we’re at digitally as a company, so that we can truly prioritize where we should focus our customer experience efforts. Branwell outlines how they do this with their customers, but more importantly what things we can do on our own.
Presented by The Future of Customer Engagement and Experience (www.the-future-of-commerce.com), where you can find our section of information dedicated to leadership, data, and current news around COVID-19.
For thousands of years now, people have been selling things to each other. We’ve only been selling to each other digitally for about 40 of those years. Yet just over the last four months due to COVID 19 and life shifts we’ve all made because of it, digital commerce has seen years worth of growth in four months. We’re using this episode to help you take a pause from the day to day madness of digital commerce and reflect on what’s going on to try get a better understanding of where it’s headed so you can prepare.
To discuss the key trends in digital commerce today, we gathered three extremely valuable perspectives: - Branwell Moffat, Director of CX Consulting at KPS Digital - Kaleigh Moore, Co-Founder of Lumen Ventures - Riad Hijal, Head of Commerce Strategy and Product Management at SAP
Presented by The Future of Customer Engagement and Experience (www.the-future-of-commerce.com), where you can find our section of information dedicated to leadership, data, and current news around COVID-19.
*Statistics referenced from "COVID-19 Commerce Insight" an Emarsys initiative in cooperation with GoodData
Every business has been affected in some way over the last two months, but none more so than Healthcare. Not only from the perspective of the phenomenal workers administering care, but from the leaders having to make decisions on how to run the business to best serve patients and workers. Decisions which aren’t easy, but can be made more effectively when have an idea of those patients and workers’ feelings and immediate needs.
We continue our series on leadership during uncertainty as Jennifer Wright provides great insight on the impact of customer experience in healthcare, and how she’s adjusting her strategies to be as effective as possible for customers and the business.
Jennifer is the Director of Experience Analytics at Magellan Health, which is known for it's expertise in complex healthcare challenges, where she’s leading a massive transformation of the CX program, overhauling the approach to customer analytics and setting new corporate standards and governance.
Presented by The Future of Customer Engagement and Experience (www.the-future-of-commerce.com), where you can find our section of information dedicated to leadership, data, and current news around COVID-19.
We continue our series on leadership during uncertainty. When things become uncertain, what’s the first thing we look for? Answers. We’ll look anywhere, online on forum websites we’ve never heard of, over the phone talking to an agent we don’t know, or on the driveway talking to a neighbor we don’t like. How do you ensure exceptional service to answer those questions not only in times of uncertainty, but in any situation?
Rosetta Lue joins me to share her personal experience. Rosetta is Principal Consultant at GovCXP, and has served as Chief Customer Experience Officer for the City of Philadelphia as well as Senior Executive at the US Department of Veteran Affairs.
Presented by The Future of Customer Engagement and Experience (www.the-future-of-commerce.com), where you can find our section of information dedicated to leadership, data, and current news around COVID-19.
As we continue to navigate the new norm of social distancing and remote work, one thing hasn’t changed. We have to eat. Brush our teeth. Wash our hands and do all these things which still require grocery shopping. This need to shop, mixed with the need to stay parked on your couch, has quickly changed the grocery industry.
Bill Bishop, Chief Architect at Brick Meets Click, provides insight on the evolving world of grocery. If you don’t know Bill, his day to day at Brick Meets Click focuses on analyzing the forces driving change in food and grocery retailing and providing practical guidance on how to respond effectively. He was the Vice President of Research at the Supermarket Institute (now FMI), founded Willard Bishop Consulting and led major studies on new store formats, pricing strategy, direct store delivery, and loyalty marketing.
Presented by The Future of Customer Engagement and Experience (www.the-future-of-commerce.com), where you can find our section of information dedicated to leadership, data, and current news around COVID-19.
Supply chain, work from home reality, crisis management: Highlights and valuable insights from the week of March 27, 2020.
David Valejo, VP of Digital Business Planning at SAP discussed
Amanda Magee, Principal at Trampoline Design, shares how her business has been affected by COVID-19 and provides insight on how they've pivoted how they work to continue to provide customers with the service they need.
Stephanie Thum, Founding Principal at Practical CX, shares her personal experience of effective communication as we continue our series on leadership during uncertainty.
Presented by The Future of Customer Engagement and Experience (www.the-future-of-commerce.com), where you can find our section of information dedicated to leadership, data, and current news around COVID-19.
Communication…a task that seems like a simple thing to do. But iIn the workplace, 57% of employees report not being given clear directions and 69% of managers are not comfortable communicating with the employees in general according an Interact study. Add in a business crisis that’s grabbing your attention in 20 other areas while employees are looking for direction and real insight, and communication becomes even more important! But how do we do it?
Stephanie Thum joins to share her personal experience of effective communication as we continue our series on leadership during uncertainty. Stephanie was leading CX during a time of crisis for a government agency during a high-profile, targeted political shutdown that involved a six-month stoppage of service to customers. She’s currently the Founding Principal at Practical CX, and actually provided the inspiration for this series. Find her on Twitter: @stephaniethum or on Instagram: @sthumCX.
Presented by The Future of Customer Engagement and Experience (www.the-future-of-commerce.com), where you can find our section of information dedicated to leadership, data, and current news around COVID-19.
The first episode in our new series on "Leadership During Uncertainty", Amanda Magee, Principal at Trampoline Design, shares how her business has been affected by COVID-19 and provides insight on how they've pivoted how they work to continue to provide customers with the service they need.
Amanda can be found on Twitter and Instagram as @amandamagee, neither is specifically focused on business, but both reinforce her commitment to truth, purpose, and irreverence.
Presented by The Future of Customer Engagement and Experience (www.the-future-of-commerce.com), where you can find our section of information dedicated to leadership, data, and current news around COVID-19.
When COVID-19 began, there was a discussion about the humanitarian and business impacts. Back then, the world was still divided between downplaying the crisis and creating excessive panic. Now the impact is undisputed, and from a supply chain perspective, all of this adds up to a host of new challenges.
David Valejo, VP of Digital Business Planning at SAP joins to discuss the origin of COVID-19 related supply chain challenges, and solutions moving forward.
Presented by The Future of Customer Engagement and Experience, where you can find our section of information dedicated to leadership, data, and current news around COVID-19.
This episode we get to explore the exciting frontier lying ahead of deodorant, chainsaws and yogurt. Your first thought is probably, “that sounds like a normal morning for me”, in that case, props to you, thanks for joining us in the Pacific Northwest! But seriously, what exciting frontier lies ahead of deodorant, chainsaws and yogurt? The Direct to Consumer frontier. Companies that provide goods traditionally bought through a store, are realizing the opportunity to grow their market share and revenue, by going straight to the people who buy their products.
To help me decipher the Direct to Consumer world is Charles Nicholls, a seasoned entrepreneur and software executive specializing in eCommerce, marketing and AI/Machine learning.
Presented by The Future of Customer Engagement and Experience, providing thought leadership and analysis on topics both consumer-facing and business-to-business, from sales, marketing, customer experience, data management, and more.
There are 27 emotions we can experience. That’s 27 different ways to label one moment, making it crucial to get it right. But when building out marketing plans, do you take that into consideration? We discuss how emotion is a requirement of creating a good customer experience, and how that is changing marketing strategies at every company.
Joining to discuss is Jason Rose, CMO at SAP Customer Experience.
Presented by The Future of Customer Engagement and Experience, providing thought leadership and analysis on topics both consumer-facing and business-to-business, from sales, marketing, customer experience, data management, and more.
The California Consumer Privacy Act goes into effect January 1st, 2020, but what does this mean? This episode we address what CCPA is, how it is challenging businesses and the customer experience today and in the future, and what you can do to prepare.
Presented by The Future of Customer Engagement and Experience, providing thought leadership and analysis on topics both consumer-facing and business-to-business, from sales, marketing, customer experience, data management, and more.
Utilities are part of just about every meaningful moment you’ll ever have. You take a hot shower after a long day: there’s the water of course, but also the energy needed to heat it. But where as before utilities were always in the background, now with the advent of renewables, energy storage, smart technologies, electric vehicles and so on, utilities are increasingly become front and center.
Presented by The Future of Customer Engagement and Experience, providing thought leadership and analysis on topics both consumer-facing and business-to-business, from sales, marketing, customer experience, data management, and more.
Links
- Article of the Week - What is customer service? Definitions, types, benefits, stats
The Biometrics future is real and coming soon. Airlines and airports are investing 70% of their R&D budgets toward biometrics ID management. We discuss how this has, and will impact the customer experience going forward.
Presented by The Future of Customer Engagement and Experience, providing thought leadership and analysis on topics both consumer-facing and business-to-business, from sales, marketing, customer experience, data management, and more.
Welcome to the launch of the Future of Customer Engagement and Experience Podcast, a new avenue in helping you on your journey to becoming a more customer focused business or professional.
The fact is, there’s conversations happening every day from conference rooms on the 64th floor, to video calls where the same three people keep talking over each other, about how to put customers at the center of the business and we want to bring those conversations to you.
In our first episode, we discuss why thought leadership is so important in customer experience, and how it can be used effectively. As organizations continue to work towards placing customers at the center of the action and providing world-class experiences that leave them telling everyone who will listen, doing this effectively can seem like a tall task, so naturally they look for where to start. That’s where accurate and insightful thought leadership becomes so important.
Paul Greenberg, managing principal of the 56 Group LLC and author of "CRM at the Speed of Light" joins us to provide insight on what effective thought leadership looks like, and why it's so important when it comes to customer experience.
Presented by The Future of Customer Engagement and Experience, providing thought leadership and analysis on topics both consumer-facing and business-to-business, from sales, marketing, customer experience, data management, and more.