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
133 episodes
What Happens After You Click "Buy"?
Ever wondered what happens in that crucial moment after you click "buy" online? Ashley Firmstone, SVP of Global Enterprise Growth at ROKT, takes us deep into the psychology of the transaction moment and how forward-thinking brands are transform...
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Season 3
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Episode 37
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29:37
Measuring What Matters in Retail Media
The world of retail media is experiencing a seismic shift as networks struggle to bridge the gap between traditional in-store marketing and digital advertising approaches. In this fascinating conversation with Paul Brenner (Global SVP of Retail...
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Season 3
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Episode 36
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46:07
Retention Over Acquisition: The New Subscription Paradigm
The subscription economy is experiencing a profound transformation. What once centered entirely on acquisition has shifted dramatically toward retention as businesses recognize the true value of deepening customer relationships rather than cons...
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Season 3
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Episode 35
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30:40
Beyond the Shiny Object: How AI is Transforming Retail Operations
The retail landscape is transforming through artificial intelligence, moving beyond flashy demonstrations to delivering real business value. In this illuminating conversation with Matt Bertucci, Director of Retail Solutions at Lenovo, we unpack...
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Season 3
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Episode 34
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37:49
When Empathy Burns Out: The Hidden Cost of Compassion Fatigue
What happens to the people who protect our digital spaces from the worst humanity has to offer? Rachel Lutz-Gavara, Division VP of Trust and Safety at TaskUs, joins Customer Land to explore the invisible toll of content moderation and frontline...
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Season 3
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Episode 33
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39:12
Optimizing the Leaky Bucket: Customer Retention in Uncertain Times
The emotional drivers behind purchasing decisions are often more powerful than traditional demographic factors—this revelation sits at the heart of our conversation with Calvin Cheng, Partner at West Monroe. Calvin reveals how two individuals w...
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Season 3
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Episode 32
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29:27
AI's Double Impact: Converting Data into Customer Insights
Fullstory's Chief Marketing Officer Lindsay Bayuk shares how behavioral data revolutionizes customer understanding by revealing not just what customers do, but why they do it. Companies using AI extensively report twice the impact on user engag...
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Season 3
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Episode 31
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33:22
Predictive Consumer Intelligence: How Resonate Delivers 300% ROI
Technology adoption has historically taken longer than expected, but AI is breaking that pattern, creating business impact faster than most people realize. This fascinating conversation with Brian Gernert, CEO of Resonate, explores how predicti...
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Season 3
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Episode 30
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27:35
How TP USA is Transforming Customer Experience with AI
The relationship between artificial intelligence and human emotional intelligence isn't just fascinating - it's reshaping how global enterprises deliver customer experiences. In this revealing conversation with TP USA CEO Mike Lytle, we explore...
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Season 3
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Episode 29
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39:27
Data Breaches and Broken Trust
The digital age has transformed how businesses collect and store customer data, but with this convenience comes tremendous risk. Every minute, over 2,200 cyber attacks target U.S. businesses, making data breaches virtually inevitable for organi...
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Season 3
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Episode 28
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28:15
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
