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channelExperts of Experience

Dive deep into the world of customer experience. Hosted by Lauren Wood and featuring some of the smartest business minds of the day.

Most Recent Episodes

David Avrin: 49 Why You Need to Be Easy to Do Business With

On this episode, author David Avrin discusses the importance of being easy to do business with and reducing customer friction in order to stay ahead in a competitive market. He emphasizes the shift in customer drivers from quality and commitment to speed and convenience, plus, he highlights the common mistakes businesses make, such as assuming what works well for them works well for their customers. He also addresses the sources of friction in the customer experience, including perceived time wasted and scripted empathy without resolution.

Shane Beardsley: 48 How To Create Great Experiences at Large-Scale Events

On this episode, Shane Beardsley, Vice President of Guest Experiences and Communications at the Jacob K. Javits Center in New York City, discusses the ever-changing landscape of convention centers and the importance of creating a great event experience. He highlights the importance of understanding the needs of different event demographics and being adaptable to meet those needs and emphasizes the value of consistency, listening to clients, and building strong relationships to ensure repeat business.

Josh Ives: 46 Expanding FanDuel’s Reach: The Power of Partnerships and Customer Experience

On this episode, Josh Ives, SVP of Customer Experience Operations at FanDuel, discusses the customer-centric strategies and innovative approaches that have contributed to the success of FanDuel in the highly competitive sports betting industry. He emphasizes the importance of building customer trust, protecting customers through responsible gaming programs, and creating personalized experiences. Josh also highlights the significance of partnerships in expanding the reach of FanDuel and enhancing the customer experience.

Andrea Sengara: 45 Creating Experiential Moments and Partnerships

On this episode, Andrea Sengara, the Head Of Marketing, Campari America, discusses the importance of storytelling in marketing and how it can create an emotional connection with consumers. She shares examples of how Campari brands like Wild Turkey and Grand Marnier use storytelling to honor their rich history and engage consumers, and she talks about the balance between art and science in designing customer experiences and the importance of personalization and data-driven decision-making.

Meghan Hatalla: 44 Implementing AI in Customer Experience

On this episode, Meghan Hatalla, Senior Customer Experience Researcher at Veritas Technologies, discusses the use of machine learning and natural language processing to enhance user research and improve customer experience. She highlights the importance of data analysis, sentiment analysis, and personalization in understanding user behavior and needs, and talks about the challenges of implementing AI in customer experience.

George Hanson: 42 Preserving Human-to-Human Relationships in Retail

On this episode, George Hanson, the Chief Digital Officer at Mattress Firm, discusses how innovative technologies are revolutionizing the retail space and enhancing customer satisfaction. He emphasizes the importance of starting with customer needs and finding ways to transition from online to in-store experiences as seamlessly as possible. Plus, he talks about the central role of retail associates in the customer experience and the need to provide them with the tools and technology they need to succeed.

Dane Howard: 41 The Power of Storytelling and Design in Customer Experience

On this episode, Dane Howard, VP of Product Design at G2, discusses the impact of design on customer experience in software and he emphasizes the importance of trust and transparency in a software marketplace like G2, where reviews play a crucial role. Plus, Dane shares insights on creating alignment and collaboration among teams, the power of storytelling in design, and the value of customer journey mapping.

Benjamin Baer: 40 Leveraging Predictive Analytics and AI for Hyper-Personalization

On this episode, Benjamin Baer, the Vice President of Product Marketing at FICO, takes us through FICO's journey from disparate technologies to developing a robust AI decision-making platform. He explains how FICO adapts its product strategy to address the rapidly changing tech industry, the intricacies of predictive and prescriptive analytics, and the future of hyper-personalization in customer experiences.

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