Customerland

mike giambattista
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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.

  1. Customer AI, Not A Call Center

    3D AGO

    Customer AI, Not A Call Center

    “Deflection is dead” is a bold claim, but after this conversation it’s hard to argue. I’m joined by Pasquale DeMaio, VP of Amazon Connect Customer at AWS, to talk about why the future of customer service isn’t a shinier contact center dashboard. It’s customer AI that improves outcomes for the customer and also for the humans doing the work, from agents to managers to the business leaders responsible for performance. We dig into the idea of a human-to-AI continuum: some moments should be fully automated because speed is the kindest thing you can do, while other moments demand empathy and a real person. Pasquale explains how Amazon Connect thinks about using AI for routing, agent assist, recommendations, and automatic summaries so agents stop spending their day on wrap-up codes and busywork. The thread running through it all is simple: make the technology recede so the human can focus on the customer, not the tools. Then we tackle agentic AI and the practical reality of deploying it safely. The takeaway is not “let the agent invent everything,” but combine agentic capabilities with deterministic workflows for critical steps like payments, identity, and security. We also explore trust, security, and reliability as the foundation for any AI-driven customer experience, plus why disconnected vendors create local improvements but fail to deliver an end-to-end customer journey. If you care about CX strategy, customer engagement, contact center modernization, and AI in customer service, this one will sharpen your thinking. Subscribe, share this with a CX leader who needs to hear it, and leave a review with your biggest question about agentic AI.

    41 min
  2. How Retail Media And Loyalty Connect In Store

    APR 28

    How Retail Media And Loyalty Connect In Store

    Your next grocery “deal” might not be a discount at the register and that’s exactly why it works. We sat down with Sean Turner, co-founder and CTO of Swiftly, to unpack the real mechanics behind digital promotions that change behavior in brick-and-mortar grocery and convenience stores, from customer acquisition to retail media monetization. We get specific about how retailers can find and bring back shoppers using one-to-one targeting across digital channels like social, open web, connected TV, and location-based screens, then convert that attention into app downloads and repeat trips. Sean explains why the mobile app has become the default digital home for loyalty programs, personalized offers, and a smoother shopping experience, and why that same app is the most practical place to build a retail media business without needing a massive content team. Then we go deeper into measurement and incentives: how to prove incremental ROAS for in-store retail media, how alcohol rebate compliance shapes offer design, and why cashback can create a bigger basket lift than instant redemption. The details matter, from clear qualification reminders to making payout fast and trustworthy so shoppers actually feel the value. We close by zooming out to the modern grocery technology stack and the next wave of change. Personalization is no longer optional when attention spans are shrinking, and AI agents are starting to influence meal planning and product discovery. If your store inventory and pricing aren’t connected to the wider digital ecosystem, you risk being invisible when shoppers ask for recommendations. If you found this useful, subscribe, share it with a retail leader, and leave a review so more grocery and retail media teams can find the show.

    40 min
  3. From Workflow To Blueprint: How Pega Reimagines Processes

    MAR 10

    From Workflow To Blueprint: How Pega Reimagines Processes

    What if AI could design your business in minutes—and still pass audit? We sit down with Pega CEO Alan Trefler to unpack how Blueprint uses generative AI to reimagine complex processes while preserving the predictability enterprises demand. Instead of asking models to improvise outcomes at run time, Blueprint captures objectives, proposes stages and data flows, and feeds a best-in-class workflow and decisioning engine that’s built for change. We get into the core challenge every leader faces: turning AI hype into production reality. Alan breaks down three kinds of AI that matter in the enterprise—statistical next best action, generative features that assist workers, and generative process design that rethinks how the business should run. The twist is timing. Let the model be expansive at design time, then lock the logic, policies, and decision frameworks before go-live. That keeps outcomes consistent, explainable, and ready for regulators and auditors. You’ll hear how this approach reshapes sales and consulting. With just a few inputs and a client’s website, a first meeting can produce a tailored blueprint that feels shockingly complete. Consulting partners can now embed their proprietary IP via partner-branded blueprints, marrying their best practices with Pega’s runtime to deliver four to five times faster. We also cover trust guardrails—data isolation, no training on client data, transparency into decisions—and why predictable AI will separate pilots that stall from systems that scale. If you’re evaluating AI for process transformation, customer engagement, or operational excellence, this conversation will give you a practical framework for choosing the right AI for the right job—and a playbook for moving from idea to production with confidence. Subscribe, share with a colleague who owns transformation, and leave a review with the one process you’d redesign first.

    38 min
  4. The New Rules Of Subscriber Loyalty

    MAR 3

    The New Rules Of Subscriber Loyalty

    Want proof that churn isn’t the end of the story? We sit down with Recurly’s Chief Product Officer, Priya Lakshminarayanan, to explore how pause states, micro subscriptions, and one‑click plan changes are rewriting the rules of subscriber loyalty. Drawing on network‑wide data from millions of users, Priya explains why nearly one in four new subscriptions comes from a former customer and how 75% of paused users eventually return when brands make exits humane and re‑entry effortless. We dig into the rise of micro subscriptions—short passes that replace bloated free trials—and why they convert around 13% of users into ongoing plans. From there, we map the journey that grows revenue: compress time to value in the first 90 days, use context‑aware prompts to surface upgrades when benefits are felt, and lean on annual plans that generate 50–60% more revenue than monthly without sacrificing trust. Priya shows how Recurly’s engagement tools turn helpful nudges into one‑click actions tied directly to billing, so a downgrade, pause, or tailored discount happens in the moment a user needs relief, not days later. We also tackle the loyalty stack that matters now: transparent billing, excellent support, and a sharper focus on data privacy that’s moved to the forefront of subscriber decisions. Flexibility to pause or switch plans emerges as a true customer‑first signal, while ethical and sustainable practices vary in weight by vertical and demographic. Finally, Priya previews an AI retention agent designed to detect churn type in real time, select the right save tactic within budget, and keep growth on autopilot. If you care about retention, ARPU, and building real trust, this conversation offers practical, data‑backed steps you can put to work today. Listen, share with a teammate who owns subscriptions, and leave a quick review to tell us which tactic you’ll test first.

    36 min
  5. Designing Trustworthy AI For Real Customers

    FEB 11

    Designing Trustworthy AI For Real Customers

    Customers don’t churn all at once—they leave through a thousand small cuts. We sit down with Katie Costanzo, President of CX at CSG, to unpack how leading brands are closing those gaps with real-time decisioning, smarter use of billing and journey data, and disciplined deployment of agentic AI. If clarity, empathy, and credibility feel scarce in your customer experience, this conversation offers a practical reset and an action plan. Katie breaks down what CSG Xponent actually does across the journey, from onboarding to service, billing, and support. We explore how billing intelligence can predict confusion, trigger proactive help, and even offer tailored payment plans that preserve trust. Instead of blasting more messages, we talk about cutting the noise by timing communications to intent and choosing the right channel for action. The result: fewer dead ends, fewer escalations, and a measurable lift in customer loyalty. We also dive into the tension around agentic AI. With 56% of consumers still wary of letting AI act on their behalf, how do you unlock the efficiency without losing hearts and minds? Katie’s take: onboard AI like an employee. Define responsibilities, set guardrails, build transparent governance, and always provide human on-ramps. Start small, solve specific pains, prove value, and scale. As switching costs approach zero, brands that move at the speed of experience—decisions in milliseconds, improvements in weeks—will win the market. If you’re a CX, product, or operations leader looking to turn data into trust and trust into growth, this episode is your field guide. Subscribe, share with a colleague, and leave a review to tell us which micro friction you’ll fix first.

    33 min
  6. Building A Resilient Career While AI Rewrites The Rules

    FEB 3

    Building A Resilient Career While AI Rewrites The Rules

    What if the antidote to career burnout isn’t a new job, but a new structure? We sit down with Ruth Stevens - B2B marketing veteran, educator, and globe-trotting “academic tourist” - to unpack how a portfolio career can turn chaotic consulting into a resilient, joyful life. Ruth walks us through the system she built: teaching that provides rhythm and community, paid writing and research that monetize curiosity, and board work that expands perspective and credibility. Each lane feeds the others, creating a flywheel where ideas sharpen and opportunities compound. Then we pivot into the AI frontier with clear eyes. We talk about using large language models as thought partners rather than ghostwriters, why unedited outputs are risky in classrooms and courtrooms, and how brand voice can erode when teams lean on generic prose. We dig into the tough questions: who owns the data, what do energy-hungry data centers mean for communities, and can policymakers keep pace with deepfakes and model misuse? You’ll hear a chilling simulation anecdote that illustrates why safety work and governance matter - and how product teams can test, monitor, and document AI responsibly. It’s not all doom. We spotlight hopeful applications like accessible productivity tools and low-cost therapeutic support, and we outline a practical approach: automate drudgery, keep humans on judgment and narrative, and build lightweight guardrails before regulation lands. If you’re a solo practitioner, marketer, or leader trying to navigate AI while designing a career you actually want, this conversation offers a map and a push. Subscribe, share with a friend who needs a reset, and tell us: which part of Ruth’s playbook will you try first?

    35 min
  7. Your Average Shopper Doesn’t Exist

    JAN 26

    Your Average Shopper Doesn’t Exist

    Shoppers aren’t average anymore—and our stores shouldn’t be either. We dig into why treating each location as a living ecosystem beats blanket strategies, especially when consumer signals are split between cautious and confident spending. With Justine Melman, CMO at Optimum Retailing, we explore how connected data and AI-powered planograms turn messy, stressful environments into calm, intuitive spaces that invite discovery and drive conversion. Across the conversation, we unpack the tension between shopper stress and in-store enjoyment, revealing why cluttered shelves and noisy signage push people away while clear wayfinding and focused merchandising pull them in. We talk through the rise of impulse purchases as a form of self-care, and how retailers can enable those moments without overwhelming the senses. Justine shares how localized insights—traffic patterns, heatmaps, weather, and nearby events—feed dynamic planograms that adapt assortments, facings, and features to each store’s real shoppers, not theoretical personas. You’ll hear concrete examples, including a telco that used Realogram to generate automated, store-specific planograms and saw up to a 17% lift in sales—proof that dynamic beats static when executed at scale. We also tackle the category gap: grocery and health are resilient, while apparel, electronics, and restaurants fight for discretionary dollars. The unlock is emotional relevance. By framing “nonessential” items through practicality and personal impact, brands can turn nice-to-have into must-have in ways that feel authentic and local. If you’re a retail leader ready to replace averages with precision, this is your playbook: use data to sense, AI to decide, and simple design to soothe. Subscribe, share with your team, and leave a review with one change you’ll make to localize your stores this quarter.

    30 min
  8. Coaching AI, Leading Humans

    JAN 20

    Coaching AI, Leading Humans

    Forget churning out more content; the real advantage now is coaching intelligent systems to deliver work that still feels unmistakably human. We sit down with Johann Wrede, CMO of UserTesting, to unpack why the modern marketing leader must operate like a business generalist, not a channel specialist—and how AI raises the floor on execution while threatening to flatten differentiation. Johann traces an unconventional path from engineering to sales to marketing to the C-suite, revealing why integrated thinking beats siloed teams and how curiosity has been the throughline in every step. We dig into the shift from outputs to outcomes, the growing responsibility CMOs have across finance, talent, and culture, and the practical ways to build teams that prompt for critique, pressure-test assumptions, and use AI as a typist and analyst while protecting the origin of ideas. The conversation gets tactical: how to detect and avoid “common denominator” content, when to bet on in-person experiences to earn authentic digital lift, and why brand voice matters even more when a bot handles the first touch. Johan shares lessons from UserTesting customers who test tone, empathy, and clarity before deploying AI into apps and contact centers, aiming for helpful, on-brand interactions without pretending the machine is human. If you’re rethinking your marketing operating model—designing briefs for agents, calibrating prompts for better judgment, and building tight research loops with real people—this one maps the path. If this resonated, follow the show, share it with a teammate who’s retooling their workflow, and leave a quick review telling us how you’re coaching AI for better outcomes.

    44 min
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About

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.

Information

  • Creator
    mike giambattista
  • Years Active
    2023 - 2026
  • Episodes
    157
  • Rating
    Clean
  • Copyright
    © 2026 Customerland
  • Show Website
    Customerland