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
109 episodes
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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31:12
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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40:15
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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32:12
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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30:00
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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30:36
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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35:28
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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34:51
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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37:56
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
