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
123 episodes
What Transaction Data Reveals About Our Economic Future
Consumer spending has weakened across the board in recent weeks, with fast fashion, resale, and off-price retail emerging as relative winners in an otherwise concerning landscape. Michael Gunther, VP and head of insights at Consumer Edge, share...
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Season 3
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Episode 27
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29:46
Customer Experience as a Force for Good
What happens when a nonprofit organization builds customer service operations that directly advance their mission? In this fascinating conversation with Andie Ewing, Chief Operating Officer of Unbound, we explore how this international developm...
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Season 3
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Episode 26
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22:56
How Pega Is Reimagining Customer Engagement Through Agentic AI and Automation
The marketing technology landscape has exploded to over 15,000 applications, creating both opportunities and challenges for businesses seeking to maximize their existing investments. In this enlightening conversation, Tara DeZao and Rebecca Mil...
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Season 3
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Episode 25
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42:22
There's a Visual Revolution in User Journey Analysis
The disconnect between the digital experiences businesses think they're delivering and what customers actually receive represents a massive opportunity. In this enlightening conversation, Dave Anderson, VP of Product Marketing at ContentSquare,...
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Season 3
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Episode 24
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38:31
Made Right Here: The Psychology Behind America's Most Patriotic Brands
What makes a brand truly patriotic in American eyes? The answer might surprise you—and it's definitely not just waving flags or wrapping everything in red, white, and blue.Robert Passikoff, founder and CEO of Brand Keys, returns to Cust...
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Season 3
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Episode 23
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32:32
Emotion vs. Metrics: The True Currency of Customer Loyalty
What Really Builds Customer Loyalty? A Conversation with Hope Neiman of TillsterLoyalty programs are everywhere—but actual customer loyalty is harder to come by. In this episode, Hope Neiman, CMO at Tillster, offers a grounded loo...
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Season 3
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Episode 22
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31:46
The Art and Science of Smart Planogramming
What if your planograms could adapt to each store's unique inventory and fixtures in real-time? That's exactly what Optimum Retailing has achieved with Realgramn AI, the first AI-powered store-specific planogramming tool that's fundamentally ch...
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Season 3
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Episode 21
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27:32
Futurescape: What Comes After Apps, Ads, and Algorithms
In this episode, we sit down with Jess Leitch, Executive Strategy Director at Frog, to explore the seismic shifts redefining how humans interact with technology — and what that means for brands, designers, and everyday users. From the collapse ...
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Season 3
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Episode 20
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1:09:41
The Guts of Great Customer Experiences
What happens when the shiny exterior of customer experience meets the messy reality of operational execution? In this eye-opening conversation, we speak with FD Giambattista, a veteran CX operations expert who has spent 25 years implementing cu...
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Season 3
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Episode 19
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35:37
What Happens When Every Screen Knows Your Name?
From static images to personalized experiences that greet you by name, digital signage has undergone a remarkable transformation. BrightSign's Vice President of Sales for the Americas, Misty Chalk, takes us deep into how this technology is revo...
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Season 3
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Episode 18
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28:24
How Composable CDPs Are Transforming Retail Media Networks
AI-powered decisioning is transforming how retail media networks operate, and Hightouch stands at the forefront of this revolution with a freshly announced $80 million funding round at a $1.2 billion valuation.In this conversation with ...
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Season 3
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Episode 17
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26:23
Beyond Headless: The Journey to Joyful Content Optimization
What happens when you tell a software engineer his CMS platform will shut down in six months, leaving major clients like Adidas and Reebok stranded? You get Storyblock - perhaps the most thoughtful reinvention of content management in decades.<...
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Season 3
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Episode 16
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31:24
Real-World AI in Retail: Talkdesk Leaders Reveal What Actually Works Beyond the Hype
The gap between AI hype and real-world implementation is creating both challenges and opportunities for retailers worldwide. Talkdesk executives Ed Durbin and Michael Klein pull back the curtain on what's actually happening in retail AI adoptio...
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Season 3
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Episode 15
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33:00
Peak Immersion: The Science Behind Engaged Store Associates
The hidden science behind retail success isn't found in flashy technology or complicated loyalty programs – it's in the power of engaged store associates. This conversation with Nikki Baird, VP of Strategy and Product at Aptos, reveals groundbr...
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Season 3
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Episode 14
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27:59
Personalization 2.0: What Happens When AI Meets Retail
Ever wondered what technology investments actually make retail employees happier—not just more productive? Katie Riddle, Global Retail Strategy Lead at Verizon Business, reveals that while 98% of grocery retailers struggle with staffing challen...
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Season 3
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Episode 13
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31:11
Loyalty Programs That Actually Work: A SAP CX Perspective
What happens when traditional loyalty programs fail to deliver real value? In a world where 57% of US consumers no longer demonstrate true brand loyalty, businesses must fundamentally rethink what it means to create lasting customer relationshi...
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Season 3
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Episode 12
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40:14
Optimizing Grocery: AI Solutions and Future Trends
When Amanda Oren and I finally connected after a month of calendar wrangling, I knew the wait was worth it. As VP of Industry Strategy for Grocery North America at Relex, Amanda brings a unique perspective – she joined the company after being a...
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Season 3
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Episode 11
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32:11
Beyond Price: The Untapped Value of Eco-Conscious Shoppers
Sustainability and health consciousness aren't just buzzwords – they're reshaping consumer loyalty in profound ways that retailers can no longer afford to ignore. My conversation with Joel Percy, Regional Director at Eagle Eye, dives deep into ...
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Season 3
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Episode 10
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29:59
KPMG: Tariff Impacts and Navigating Retail Uncertainty
Tariffs have become a hot-button issue that's reshaping the retail landscape in ways few could have predicted. In this revealing conversation with Duleep Rodrigo, KPMG US Consumer and Retail Sector Leader, we cut through the noise to understand...
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Season 3
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Episode 11
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21:49
How Pega is Changing Real-Time Customer Engagement
On the heels of Pega's recent "Blueprint" announcement, I got to spend some time with CTO Don Schuerman pulling apart the tech, the capabilites, and more importantly, what brands are doing with these new superpowers. Discover key insights into ...
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Season 3
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Episode 9
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30:35
The Human Experience: Elevating Customer Connections
Experience transformation isn’t just a buzzword; it’s a necessity for successful businesses today. Join us as Eric Karofsky, CEO of VectorHX, shares his wealth of knowledge on building impactful customer experiences that drive profitability and...
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Season 3
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Episode 8
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35:27
Seeing Through the Customer Lens for Enhanced Revenue
Ever wondered how AI is set to reshape the world of Revenue Operations (RevOps) and lead to explosive growth? Tune in as we engage with Shane Evans, the Chief Revenue Officer at Gong, who peels back the curtain on the transformative power of AI...
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Season 3
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Episode 7
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34:50
Empowering Marketers with Innovation and AI at Constant Contact
Frank Vella, the dynamic CEO of Constant Contact, joins us to share his inspiring journey from helping family-run businesses in Canada to leading one of the most trusted names in small business marketing. With an extensive background at tech gi...
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Season 3
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Episode 5
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37:55
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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30:07
