Customerland
Customerland is a podcast about …. Customers. How to get more of them. How to keep them. What makes them tick. We talk to the experts, the technologies and occasionally, actual people – you know, customers – to find out what they’re all about.So if you’re a CX pro, a loyalty marketer, a brand owner, an agency planner … if you’re a CRM & personalization geek, if you’re a customer service / CSAT / NPS nerd – you finally have a home.
Episodes
99 episodes
The 2025 Consumer Loyalty Engagement Index - Big Changes in the Ways We Interact with Brands
Unlock the secrets of brand loyalty transformation with insights from Robert Pasikoff, founder and CEO of BrandKeys. You'll discover why emotional engagement now eclipses traditional rational marketing methods, reshaping how we predict consumer...
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Season 3
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Episode 4
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30:08
Redefining Loyalty Programs Through Purpose and Sustainability
Can the evolving expectations of Gen Z redefine the way brands approach consumer loyalty and sustainability? This week, we're joined by Regan Plekenpol, co-founder of Rediem, who shares her pioneering journey from sustainable policy work to rev...
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Season 3
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Episode 3
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32:01
Decoding Gen Z Loyalty and Engagement
This was one of the most fascinating - and instructive - conversations in recent memory. I sat down with two Gen Z consumers - representatives from Z-Suite - to discuss their preferences, buyi...
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Season 3
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Episode 2
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38:35
AI-Driven Solutions for Modern Customer Challenges
What if you could revolutionize customer interaction with cutting-edge technology and enhance loyalty like never before? Join us as we uncover the secrets with Jay Patel, SVP GM of Webex Customer Experience at Cisco. Jay offers a unique perspec...
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Season 3
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Episode 1
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40:47
Navigating AI-Driven Loyalty Shifts
Erin Raese is CRO at Annex Cloud and Erin "gets" loyalty. In this episode we explore the shifting tides of brand loyalty across generations, we'll see why the loyalty game is not just about keeping customers engaged but also about staying...
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Season 2
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Episode 51
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28:26
The Rise (and Further Rise) of Commerce Media Networks
In this episode of *Customerland*, host Mike Giambattista sits down with Eric Brackmann, VP of Commerce Media at Koddi, to unpack the evolving landscape of commerce media. As a leader in helping organizations monetize first-party data and enhan...
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Season 2
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Episode 50
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35:10
Retailers' Guide to the Upcoming Circular Economy Mandate
In this episode, we explore the European Union's Digital Product Passport (DPP) framework—a groundbreaking initiative designed to enhance product transparency and accelerate the transition to a circular economy. Megan Brewster, VP of Advanced T...
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Season 2
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Episode 49
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34:09
Pioneering Payment Strategies for Europe's Marketplace Leaders
In this episode, we sit down with Marc-Henri Desportes, CEO of Worldline, and Richard Straver, founder of OPP, to explore the evolving role of embedded payments in platforms and marketplaces across Europe. Our discussion highlights the challeng...
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Season 2
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Episode 48
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19:08
Reimagining Marketing with Empathy and AI
Discover how empathy reshapes marketing as Tara DeZao, Product Marketing Director for AdTech and MarTech at Pega, joins us to unravel the complexities of customer journeys and data privacy. Together, we examine the crucial role brands play in r...
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Season 2
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Episode 47
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27:29
Empowering Retail Performance with Human-Centric Technology
Discover how The Vitamin Shoppe is revolutionizing the in-store and online shopping experience with insights from Scott Devlin, CTO of The Vitamin Shoppe, and Joe Corbin, CEO of JumpMind. We dive into the technological transformation that is un...
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Season 2
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Episode 46
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19:39
Empowering Non-Tech Users with AI Solutions
In this episode, we talk with Mark Ogne, CEO of Symplexity AI, about a practical approach to integrating AI into business operations. Mark, a seasoned tech and marketing executive, shares his journey into AI and explains how Symplexity AI goes ...
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Season 2
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Episode 45
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37:53
Bridging Physical and Digital with Cutting-Edge Strategies
In this episode, we sit down with Matt Elsley and Nick Larkins from QSIC to explore how music and sound can influence retail success. Matt and Nick, with backgrounds in computer networking and audiovisual systems, share how their expertise help...
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Season 2
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Episode 44
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36:15
Harmonizing Business Goals with Customer Experience Strategies
In this episode, we sit down with Vinod Muthukrishnan, VP and COO at Webex Customer Experience, to explore his journey from the merchant Navy to co-founding Cloud Cherry, a company focused on improving customer experiences. Vinod shares how he ...
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Season 2
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Episode 43
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30:09
Breaking Loyalty Part 3: Fixing Loyalty for the Modern Age
Join us for the third in our 3-part Series on Breaking Loyalty with Mike Robero, an expert in loyalty and customer engagement. In this episode, we take a closer look at how loyalty programs can evolve to meet the changing needs of today’s diver...
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Season 2
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Episode 42
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31:18
Breaking Loyalty - Part 2: What Customers Want and What Companies Need
In Breaking Loyalty Part 2, Mike Ribero and Mike Giambattista explore the shift from traditional loyalty programs to building authentic emotional connections that go beyond points and rewards.Mike dives into how loyalty strategies have e...
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Season 2
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Episode 41
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43:09
Breaking Loyalty - Part 1: Unraveling the Loyalty Crisis
What if the loyalty programs you rely on are actually failing you? Join me and loyalty expert Mike Ribero, the architect behind Continental OnePass and Hilton Honors, as we uncover the troubling realities facing the loyalty industry in our firs...
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Season 2
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Episode 40
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31:05
Key Takeaways from Verint Engage 24
Unlock the future of customer experience with AI as we sit down with Dave Singer, Global Vice President of Go-To-Market Strategy at Verint. Learn how AI is evolving from theoretical concepts to producing tangible business outcomes, without the ...
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1:03:39
Transforming Insights into Strategic, Actionable Storylines
In this episode, we sit down with Brett Townsend, SVP of Strategy at Quester, to talk about brand storytelling and how empathy and conflict can shape consumer engagement. Brett shares his perspective from h...
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Season 2
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Episode 41
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36:40
Reimagining the Airline Industry with Technology Innovation
What if the very systems that airlines rely on are the root cause of your travel hassles? Join us for an eye-opening conversation with Paul Sies, CEO of Journey Mentor, as we uncover the antiquated technology that still governs major airlines t...
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Season 2
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Episode 38
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43:26
Mastering Marketing Architecture for Strategic Gains
Ever wondered how to transform marketing technology into an effortless experience? Join us as Mishel Justesen, DCX Principal of Marketing Technology at Capgemini Americas, shares her groundbreaking journey from marketer to marketing technologis...
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Season 2
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Episode 37
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33:47
Grocery Attitude Shifts Point to Some Large Opportunities on the Horizon
What if you could revolutionize your food habits to match your fast-paced life? This episode promises to reshape your understanding of modern food culture as we sit down with Maria Arand, the insightful Director of Customer Strategy at 84.51°. ...
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Season 2
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Episode 36
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28:54
Can AI Really Transform Leadership and Employee Wellness?
How can AI transform your work-life balance and boost productivity? Join us as we explore this captivating topic with Eric Miquelon, President of Avanade North America. Eric shares his firsthand experience using AI tools like Microsoft 365 Copi...
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Season 2
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Episode 35
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25:57
Impulse Buying and Brand Loyalty in Beverages
How is consumer psychology reshaping the beverage industry? In this episode, we sit down with Hunter Thurman, CEO of Alpha-Diver, to discuss the findings of their
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Season 2
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Episode 34
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33:13
Harnessing Customer Satisfaction for Organic Growth
Join us for an insightful conversation with Lynn Daniel, founder of the Daniel Group, as he shares his journey from the early days of marketing to becoming a leading consultant in B2B customer satisfacti...
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Season 2
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Episode 33
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32:13
Bridging the CX Gap: Aligning Intentions with Consumer Realities
Can the gap between what CX professionals aim to achieve and what consumers actually experience be bridged? Join us as we unravel the complexities of customer experience in a compelling discussion with Sam Gutierrez, a senior research scientist...
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Season 2
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Episode 32
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27:51
