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
141 episodes
Who Owns Trust When Machines Choose
The customer isn’t just human anymore. Agents are already learning our preferences, comparing offers, and making choices that used to hinge on emotion and brand memory. We sat down with Ben Wiener, global head at Cognizant Moment, to unpack how...
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Season 3
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Episode 45
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37:38
If CX Is Everyone’s Job, Who Leads?
Forget shiny tools. The real power in customer experience comes from simple, disciplined execution that customers actually feel: reliable delivery, fast issue resolution, and clear communication. We sit down with Lee Kemp, former VP of CX at Ve...
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Season 3
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Episode 44
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34:44
Designing AI that Earns Trust and Relevance
What if doing “the right thing for this customer, right now” became the default? We sit down with Rob Walker, VP of Decisioning and Analytics at Pega, to unpack how empathy at scale, AI-driven decisioning, and strong governance can make custome...
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Season 3
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Episode 43
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37:02
Skepticism, air cover, and the new playbook for insights teams
Curiosity got faster—and a lot more practical. We sit down with Tim Lawton of SightX and Russell Evans of ZS to unpack a partnership that blends expert humans with integrated AI to rethink how insights teams generate ideas, validate concepts, a...
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Season 3
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Episode 42
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50:28
If AI agents run retail, who keeps thinking?
If “modernizing” sounds like a buzzword, this conversation turns it into a blueprint. We sit with retail veteran Art Sebastian to trace how a beloved convenience chain moved from hometown habits to a unified, omni-channel engine - without break...
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Season 3
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Episode 41
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35:44
The Tao of Leadership: Bridging Technology and Human Creativity in the AI Revolution
Jack Myers, founder of the Myers Report and Media Village Education Foundation, takes us beyond the typical AI conversation into the profound human implications of artificial intelligence. Drawing from his book "The Tao of Leadership," Myers ex...
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Season 3
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Episode 40
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30:33
The $15 Billion Product Experience Challenge
Ever wondered why you abandon your shopping cart online? The answer might surprise you. According to Tarun Chandrasekhar, President and Chief Product Officer at Syndigo, "Customers don't abandon products, they abandon poor experiences." This si...
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Season 3
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Episode 39
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28:57
Personalization First: The Secret to Customer Loyalty
The strategic balance between technology investment and human touchpoints has never been more critical in customer experience. In this eye-opening conversation with Mario Matulich, CEO of Customer Management Practice and CCW, we uncover why so ...
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Season 3
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Episode 38
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36:30
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
