Inside Job: Making CX Work Merkle

Snowflake has made a huge splash in the industry when it comes to data management, but what are its differentiators? In this episode, Jose talks Snowflake’s Global Head of Retail & CPG Industry, Nancy Dou to discuss how they are helping organizations transform, and the challenges they face across the maturity curve of data innovation.


Other Topics Discussed:
• Examples of how Snowflake is helping retailers and CPG brands
• Data management challenges that many organizations face
• How Snowflake can help organizations break through siloes


Resources:
Merkle’s DataSource on Snowflake Data Marketplace
Inflation Resilience Dashboard

As Google moves from Google Analytics 360 to Google Analytics 4, what are the key drivers of this change and why? With this update comes a new mindset for marketers and organizations to how they approach analytics to reflect today’s changing consumer. In this episode, Jose speaks with Alex Langshur, Merkle’s Global Chief Growth Officer for the Google alliance to learn more.


Other Topics Discussed:
• Four key changes in GA4
• How GA4 will improve organization’s marketing efforts
• How organizations need to think about GA4
• First-party data collection needs to gain insight on customers and prospects


Resources:
Why Everyone Needs a Google Strategy

Merkle GA4 Resources

In today’s environment where increasing inflation is rampant, interest rates are skyrocketing, and the market is regularly shifting, wealth management organizations are in the limelight of all consumers. How can they best serve their customers and increasingly introduce innovation? In this episode, guest host Aaron Tellier discusses with Merkle’s Troy Ihlanfeldt and Salesforce’s Michelle Feinstein to learn some of the best practices they’ve seen in the market.


Other topics discussed:
• Aggregation of services to integrate experiences
• How to serve experiences across various generations of customers
• Best practices and pitfalls to avoid for data transformation
• Improving customer sentiment from the inside-out


Resources:
2022 Customer Experience Imperatives

The financial industry has seen massive changes and innovations over the past few years. While moves to digital-first experiences have clear transitions for sectors such as retail, they look very different for financial services organizations. In this episode, Merkle’s Jonathan Gagliano and Regions Bank CMO Abbas Merchant define the largest customer experience challenges and opportunities in the financial services industry and how to measure the impacts of this transformation.


Other topics discussed:
• How financial services organizations can provide customers value in exchange for data
• How Regions Bank personalizes experiences
• The new consumer of financial services and how to think about them


Resources:
2022 Imperatives

Many nonprofit organizations struggle to innovate, giving constituents redundant experiences year after year. Cloud technology has emerged as an efficient tool to help these organizations scale and build an agile solution. In this episode, Merkle’s Nonprofit lead, Jane Portman, and Amazon Web Services’ (AWS) Alex Hart join Jose to talk about key areas of transformation and key use cases for how the cloud can help.
Resources:
Merkle AWS Partnership

2022 Customer Experience Imperatives

With COVID and rising inflation changing the game, insurers are in a race to enhance experiences across channels and find new ways to innovate. In this episode, Merkle’s Aaron Tellier and John Reid sit down with Adobe’s Chris Young to discuss how insurance organizations should respond to these changes.


Other topics discussed:



How insurers can expand their use of data and insights to better serve customers and prospects
Common challenges and how to avoid them
The most important thing to improve success in achieving transformation goals


Resources:



2022 Customer Experience Imperatives
Adobe 2022 Digital Trends Report