CX Education

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Looking to connect with customers on their own terms – before, during, and after a purchase is made? This is the podcast for you! On CX education we cover the birds, bees, and business benefits of creating modern customer experiences. In each episode you’ll hear from the experts – and learn how to create an experience your customers love!

  1. Exploring paths to customer loyalty in retail with Kelsey Jones from SAP Emarsys

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    Exploring paths to customer loyalty in retail with Kelsey Jones from SAP Emarsys

    Episode summary  In this episode of CX Education, host Gwen Lafage engages in a thought-provoking conversation with Kelsey Jones from SAP Emarsys. The discussion centers around the critical topic of customer loyalty in the retail landscape.  Kelsey stresses the importance of understanding different kinds of loyalty, shedding light on five distinct types: incentivized, inherited, silent, ethical, and true loyalty. Gwen and Kelsey take a deep dive into these loyalty categories, and discuss how retailers can tailor strategies to cut through the noise.  As the holiday season approaches, Kelsey advises retailers to harness clean, actionable data to fine-tune their customer engagement. She underscores the need for personalization, the delicate balance between channels like SMS and email, and the significance of ethical considerations in loyalty programs.  This episode offers invaluable insights for retailers looking to build long-lasting customer relationships and boost loyalty initiatives.   Guest-at-a-glance  💡 Guest: Kelsey Jones  💡What she does: Global Head of Product Marketing  💡Company: SAP Emarsys  💡Noteworthy: Kelsey Jones is a retail expert from SAP Emarsys, noted for discussing consumer loyalty strategies.  💡Where to find Kelsey: LinkedIn   Key insights  Understanding the five types of customer loyalty  Kelsey Jones explains the complexity of customer loyalty, highlighting the five distinct types: incentivized, inherited, silent, ethical, and true. Each type demands a tailored approach, emphasizing the importance of personalized engagement. Retailers must recognize that loyalty is not one-size-fits-all; it requires a deep understanding of individual customers and their preferences.   Leveraging SMS for personalized customer engagement  Kelsey discusses the significance of SMS in the retail industry, highlighting the need for personalization. SMS offers a direct and personal channel to engage customers, but it must deliver value to avoid being thought of as spam. Brands must listen to their customers, analyze their behaviors, and predict their needs to send relevant SMS messages.    Optimizing retail strategies for the upcoming holiday season  As the holiday season approaches, Kelsey advises retailers to focus on optimizing their existing strategies rather than making drastic changes. Retailers should listen to customer data, analyze traffic patterns, and fine-tune their marketing and inventory management. The key is to maintain personalized customer engagement throughout the holiday rush, ensuring that customers have a seamless experience from purchase to delivery and beyond.

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  2. Navigating digital evolution for a better CX with Michael Elschenbroich from stylink

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    Navigating digital evolution for a better CX with Michael Elschenbroich from stylink

    Episode summary In the latest episode of CX Education, host Sunny Dhami sits down with Michael Elschenbroich, the CEO of stylink. Michael shares his intriguing journey, tracing his steps from the early days of founding a digital agency to steering the helm at stylink. His experiences in digital and social media marketing shine through as he reflects on his days as a WordPress blogger.  Michael shares stories about being one of the first Twitter users in Western Germany, highlighting his foresight in recognizing the potential of emerging platforms. His anecdotes provide a unique perspective on the evolution of the digital landscape over the years.  With invaluable insights for those keen on understanding the intricacies of the digital world, Michael's story serves as an inspiration, highlighting the importance of adaptability and vision in the ever-changing world of digital marketing.  Guest-at-a-glance  💡 Name: Michael Elschenbroich  💡 What he does: CEO  💡 Company: stylink  💡 Noteworthy: Michael started as a WordPress blogger, early Twitter user in Western Germany, and evolved into stylink's CEO  💡 Where to find Michael: LinkedIn  Key insights stylink's rapid growth during the pandemic Michael highlights stylink’s transformative journey - growing from a small team of five to over 80 members in just a few years. As a result of the pandemic and e-commerce, stylink expanded its reach from Germany to 11 other countries, including more in Europe, as well as the US, and Australia. The pandemic, while globally challenging, proved to be a game-changer for stylink’s expansion. Building relationships with affiliate partners Michael emphasizes the importance of building strong relationships with affiliate partners. Instead of individually reaching out to brands, stylink leverages big affiliate networks like Rakuten, CJ, and Impact. This approach simplifies the process and ensures they deliver performance (i.e. traffic), to their partners. Putting human connections first  stylink places massive importance on the human touch when working with influencers. Michael points out that influencers are happy to talk about their lives, which makes it easier to understand them, meet their needs, and ensure they feel valued. The goal is to provide a seamless and personalized experience, emphasizing real human interactions over automated bots.

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  3. Enhancing customer experience through SMS payments with Craig Temkin, Solutions by Text

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    Enhancing customer experience through SMS payments with Craig Temkin, Solutions by Text

    Episode summary In this episode of CX Education, we welcome Craig Temkin, the director of Vendor Operations and Solution Consultants at Solutions by Text. Craig shares his journey from the messaging industry to the fintech space and how he's merging these two passions at Solutions by Text. He discusses the importance of creating a seamless, friction free payment experience for consumers and how text messaging can play a pivotal role.  Craig also shares his take on the industry's future, highlighting the potential of personalized, conversational messaging channels. He emphasizes the importance of security in the payment process, detailing how Solutions by Text leads with security and compliance, offering end-to-end encryption.  Craig also talks about the evolution of messaging from one-way bulk messaging to one-on-one direct chats. He underscores the value of these direct, compliant conversations in enhancing customer experience and building customer loyalty.  Guest-at-a-glance  💡 Name: Craig Temkin  💡What he does: Director of Vendor Ops & Solution Consultants  💡Company: Solutions by Text  💡Noteworthy: Director at Solutions by Text with 20 years in the messaging space, experience across three continents.  💡 Where to find Craig: LinkedIn  Key insights The importance of user experience in payments  Craig emphasizes the significance of user experience in the payment process. He believes that a seamless, frictionless payment experience is crucial for customer retention. In a world where competition is king, businesses get one shot at impressing the consumer. If the user experience is poor, customers are likely to move on. Craig argues that the most important metric for him is user adoption and return transactions.  The future of messaging and payments  Craig discusses the future of the industry, highlighting the potential of personalized, conversational messaging channels. He sees the convergence of payments and messaging as a growth opportunity rather than a hindrance. The next phase, according to Craig, is integrating other services into these channels.  Security is paramount  Craig underscores the importance of security in the payment process. He believes that security is paramount to the user experience and that validating senders in messaging is mission-critical to add another layer of security and trust for the consumer.

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  4. AI and the future of customer experience with Tara Conway, Women in Retail Leadership Circle

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    AI and the future of customer experience with Tara Conway, Women in Retail Leadership Circle

    Episode summary In this episode of CX Education, host Heather Garand sits down with Tara Conway, a seasoned retail professional from Women in Retail Leadership Circle. Tara shares her rich journey in retail, starting from a family business to leading omnichannel transformations. She provides valuable insights into the evolving retail landscape and the role of AI in shaping customer experiences.  The conversation explores the potential impact of AI on retail, with Tara highlighting both the opportunities and challenges it presents. She emphasizes the need for retailers to be patient and methodical in leveraging AI, warning against the rush to adopt new technologies without a clear strategy.  The episode wraps up with a discussion on the future of retail and customer experience. Tara shares her personal experiences with AI personal assistants and how they could be improved. She also offers her predictions for the next big customer experience trends, making this episode a must-listen for anyone interested in the intersection of AI and retail.  Guest-at-a-glance  💡 Name: Tara Conway  💡What she does: Member  💡Company: Women in Retail Leadership Circle  💡Noteworthy: Tara is a pioneer in omnichannel retail, has led transformations at major Canadian brands, and enjoyed a career rooted in retail from family business to e-commerce.  💡 Where to find Tara: LinkedIn  Key insights  AI in retail: A double-edged sword  Tara discusses the role of AI in shaping customer experiences, highlighting both its potential and pitfalls. She warns against the rush to adopt AI without a clear strategy, emphasizing the need for retailers to be patient and methodical. Tara believes that while AI has the potential to revolutionize customer experience, it could also lead to disappointment if implemented hastily. She predicts that retailers who are patient and committed to leveraging AI will reap the benefits in the long run.  Data: The backbone of customer experience  Tara shares her experience with Emma, the Toys “R” Us chatbot that had to be retired because of the challenges in managing the data behind it. She emphasizes that the key to improving customer experience lies not in front-end tools but in the engineering and management of backend data. Tara stresses the importance of having a strong foundation of data, understanding insights, and a continuous process of testing and learning.  The rise of personal assistants in retail  Tara predicts that personal assistants will start to take off in retail, especially with the influx of shopping data expected in the Q4 2023. She believes that this data, once refined and cleaned, will lead to significant enhancements in personal assistants by the first and second quarters of 2024. Tara sees the potential of AI to have an incredible impact on customer experience, making shopping quicker and easier.

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  5. Transforming customer experience with Robert Galop from the CPaaS Acceleration Alliance

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    Transforming customer experience with Robert Galop from the CPaaS Acceleration Alliance

    Episode summary In this episode of CX Education, Gwen Lafage hosts Robert Galop, Partner at CPaaS Acceleration Alliance and they dive into the transformative power of CPaaS in enhancing customer experience. Robert highlights advancements in AI, particularly in real-time translation and language processing, and how these technologies are revolutionizing communication.  Robert and Gwen also explore the evolution of CPaaS, with Robert outlining the three major growth opportunities: SMEs, enterprises, and global telcos. He emphasizes the potential of CPaaS to deploy bespoke experiences, automate processes, and integrate systems, making businesses stand out.  The episode concludes with a discussion on the challenges of marketing in the CPaaS space. Robert underscores the need for marketers to connect with business owners and decision-makers, focusing on use cases and needs rather than the technology itself.  This episode is a must-listen for anyone interested in the future of cloud communications and customer experience!  Guest-at-a-glance  💡 Name: Robert Galop  💡What he does: Partner  💡Company: CPaaS Acceleration Alliance  💡Noteworthy: Partner at CPaaS Acceleration Alliance, Robert Galop, is an expert in cloud communications.   💡 Where to find Robert: LinkedIn  Key insights  The role of CPaaS in transforming CX   Robert stresses the transformative power of CPaaS in enhancing customer experience. He highlights how CPaaS impacts various touchpoints in a customer's journey, using the example of a doctor's office. From facilitating remote visits and transcribing appointments to setting appointments and sending automated notifications, CPaaS platforms are revolutionizing how businesses interact with their customers.  Growth opportunities in the CPaaS market   Robert identifies three major growth opportunities in the CPaaS market: SMEs, enterprises, and global telcos and discusses how enterprises can leverage CPaaS to deploy bespoke experiences, automate processes, and integrate systems to make their business stand out. He also comments on the significant potential of AI and automation in mobile-first countries to provide a comprehensive view of the potential of CPaaS.  The importance of investing in CPaaS   Robert highlights the importance of businesses investing in CPaaS. He notes that companies that have made this investment are more agile and better prepared to react to changes in customer and business needs. He also highlights that implementing CPaaS is not a "rip and replace" process but rather a layering of services on top of existing systems.

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  6. Navigating customer experience and banking innovation with Cyril Coste from Digital and Growth

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    Navigating customer experience and banking innovation with Cyril Coste from Digital and Growth

    Episode summary In this episode, host Gwen Lafage sits down with Cyril Coste, an expert in digital transformation and customer experience in the banking sector, to discuss the challenges and opportunities banks face in today's digital landscape. They dive into the challenges of integrating new technologies, managing legacy systems, and balancing security concerns with the need for agility and innovation.  Cyril shares insights on how banks approach customer experience improvements and the importance of data-driven decision-making. He emphasizes the role of product owners in pushing for better customer experiences and the need for continuous improvement within organizations. Cyril also highlights the unique challenges banks face in adopting the latest technologies, given their vast customer base and heavy regulation.  The conversation rounds up with a discussion on change management and the importance of understanding customer needs through analytics. Cyril advises product owners to look beyond assumptions and engage directly with analytics teams to get a true understanding of customer journeys.  This candid conversation offers valuable insights for professionals in the banking sector looking to find their way through the digital transformation journey.  Guest-at-a-glance  💡Name: Cyril Coste  💡What they do: Chief Digital Officer  💡Company: Digital and Growth  💡Noteworthy: Specialist in customer experience within the banking sector  💡Where to find them: LinkedIn  Key insights  The complexity of CX in the banking sector  Cyril highlights the unique challenges banks face in improving customer experience. He explains that the banking sector has traditionally been slow to adopt new technologies and trends, partly due to the need to develop solutions compatible with various devices, browsers, and operating systems. Additionally, stringent regulations surrounding security, privacy, and GDPR further complicate the process of transforming customer experience in banking.  Change management and technology in banking transformation  This episode dives into the importance of change management and technology in transforming the banking sector. Gwen and Cyril discuss the difficulties banks face in adopting new technologies, particularly when dealing with legacy systems. They emphasize that successful transformation requires a combination of the right technology provider and effective change management.  The power of data and analytics in understanding customer needs  Cyril Coste recommends that product owners and digital professionals within banks should focus on data and analytics for accurate insights into customer needs. He suggests going directly to the analytics team to understand customer journeys. By using data and educating decision-makers about customer needs, banks can make better choices on how to improve their customer experience.

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  7. Transforming digital strategies for optimal CX with Christy Marble from Pantheon

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    Transforming digital strategies for optimal CX with Christy Marble from Pantheon

    Episode summary In this episode of CX Education, host Heather Garand has a thought-provoking conversation with Christy Marble from Pantheon. They dive into the current state of digital customer experiences and discuss the importance of meeting expectations. Christy highlights the high stakes of the digital landscape, where a single misstep can lead to losing customers.  The discussion goes on to explore personalized marketing. Christy shares insights on how sophisticated personalization strategies can enhance the customer journey and deliver tailored experiences to suit individual needs and interests.   Lastly, the conversation turns to common CX mistakes affecting brands today. Christy identifies the key issues, stressing the need for brands to continuously work on removing friction from customer journeys. She highlights the importance of testing and improving digital experiences to meet consumers evolving needs.  Guest-at-a-glance  💡 Name: Christy Marble  💡What she does: CMO  💡Company: Pantheon  💡Noteworthy: Christy has over 25 years of experience leading data-driven go-to-market strategies that deliver market share, significant revenue growth, and return on investment for B2B, B2C, and B2B2C companies. 💡 Where to find Christy: LinkedIn  Key insights   The high stakes of digital CX  Customers are increasingly picky about when and how they interact with brands. A single misstep can lead to lost engagement. 51% of consumers have stopped interacting with a brand due to a bad customer experience, and 17% have stopped after a poor website experience. This highlights the importance of delivering seamless, responsive, fast digital experiences to retain customer interest and loyalty.  The power and polarization of personalization  Personalization in marketing can be a powerful tool, but it's not universally appreciated. Christy shares that while personalization can enhance the customer journey by delivering experiences tailored to individual needs, it can also be polarizing. 64% of consumers prefer generic communication or are indifferent to personalization, while about a third want personalization. This shows that marketers need to strike a balance in their personalization strategies.  Common CX mistakes affecting brands Brands need to work on removing friction from the customer experience. Rigidity and a one-size-fits-all strategy are common mistakes - like privacy banners blocking entire screens on mobile devices! Christy highlights the importance of testing and improving digital experiences to make sure they meet consumer needs.

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  8. Bridging the gap between omnichannel marketing and customer experience with Chad S White from Oracle Marketing Consulting

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    Bridging the gap between omnichannel marketing and customer experience with Chad S White from Oracle Marketing Consulting

    Episode summary In this episode, host Gwen Lafage from Sinch chats with Chad S White from Oracle Marketing Consulting to discuss the importance of an omnichannel marketing approach and its impact on customer experience. Chad emphasizes the importance of breaking down silos between marketing channels so that teams can align with a shared, customer-centric goal and create a more coherent and unified customer experience.  Chad also explores the role of technology in supporting a sound marketing strategy and the significance of data privacy regulations and their influence on marketers. As customer expectations continue to rise, businesses must adapt to the ever-changing landscape by embracing new technological advancements, such as machine learning and AI, to deliver better customer experiences.  Throughout the conversation, Chad and Gwen stress the importance of maintaining a customer-focused approach, evolving marketing tactics, and fostering collaboration between teams. By adopting these strategies, businesses can stay ahead and create lasting connections with their customers.  Guest-at-a-glance  💡Name: Chad S White   💡What they do: Head of Research  💡Company: Oracle Marketing Consulting  💡Noteworthy: Author of "Email Marketing Rules" and industry thought leader  💡Where to find them: LinkedIn  Key insights  The importance of breaking down silos for omnichannel success  In this episode, Chad emphasizes the significance of breaking down silos in organizations to achieve omnichannel success. He highlights the need for teams to communicate more effectively and adopt a shared goal centered around the customer experience. By encouraging collaboration and a unified approach, brands can create a coherent customer journey across channels, leading to better results and increased customer satisfaction.   Balancing privacy regulations with customer expectations  Chad discusses the impact of tighter privacy restrictions on the future of email marketing, such as GDPR and the potential for a new national privacy law in the US. He argues that these regulations ultimately benefit both customers and marketers, as they help align brands with consumer expectations and push marketers to deliver higher-quality content. Adapting to these changes and embracing privacy-focused marketing strategies can help companies foster trust and long-term customer relationships.  Leveraging machine learning and AI to improve email marketing  Chad highlights the potential for machine learning and AI to revolutionize email marketing. He explains that while advancements in generative AI are important, the real value lies in leveraging machine learning techniques for time optimization, subject line creation, and more. By embracing these technologies, marketers can continuously improve their strategies, stay ahead of consumer expectations, and deliver a better customer experience.  "Always, always, always, we are chasing rising consumer expectations, and that is not gonna change in the years ahead, which puts a lot of pressure on marketers and all digital marketers to continue to work hard to evolve their programs."

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Looking to connect with customers on their own terms – before, during, and after a purchase is made? This is the podcast for you! On CX education we cover the birds, bees, and business benefits of creating modern customer experiences. In each episode you’ll hear from the experts – and learn how to create an experience your customers love!

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