13 episodes

This podcast hosted by Jose Cebrian discusses CX transformation and the people who make it happen. Jose will interview guests across dentsu, brands, and partners to give listeners tips and examples of how transformation becomes a reality, from tech, to CRM, experience, and everywhere in between.

Inside Job: Making CX Work Merkle

    • Business
    • 5.0 • 4 Ratings

This podcast hosted by Jose Cebrian discusses CX transformation and the people who make it happen. Jose will interview guests across dentsu, brands, and partners to give listeners tips and examples of how transformation becomes a reality, from tech, to CRM, experience, and everywhere in between.

    Episode 13: How to Define and Measure CX Transformation in Financial Services

    Episode 13: How to Define and Measure CX Transformation in Financial Services

    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

    • 36 min
    Episode 12: How the Cloud Fuels Nonprofit Innovation

    Episode 12: How the Cloud Fuels Nonprofit Innovation

    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

    • 36 min
    Episode 11: What Transformation Looks Like For Insurance Brands

    Episode 11: What Transformation Looks Like For Insurance Brands

    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

    • 39 min
    Episode 10: Taco Bell’s Digital Transformation to Connect All Channels

    Episode 10: Taco Bell’s Digital Transformation to Connect All Channels

    As the pandemic continues to affect business operations, Taco Bell has quickly adapted within the quick-serve-restaurant (QSR) space to connect the customer experience across a variety of channels, including in-app, online ordering, drive-through experience, and more. In this episode, we talk with Taco Bell’s Niraj Revankar and Malia Alley to uncover how their data and marketing platform teams work together to align on key projects to stand up use cases fast.


    Other topics discussed:
    • Data fabric and its benefits
    • Key challenges during the CX transformation journey
    • Navigating organizational alignment during tech innovations

    • 32 min
    Episode 9: Driving Personalized Content at Scale with Adobe

    Episode 9: Driving Personalized Content at Scale with Adobe

    It’s no surprise that customer demand excellent digital experiences. In fact, the best experiences quickly become the new expectation for your customers. But how do marketers create these experiences at scale at the pace that customers demand? In this episode, Jose is joined by Adobe’s Alex Pepicelli and Merkle’s Deepak Narisety and Evan Nicholson to discuss how to develop compelling content and build the right team to create efficiency to drive this scale fast.


    Other topics discussed:


    • Key takeaways from Adobe Summit 2021
    • How to develop content at scale, fast
    • Components needed to deliver on personalization at scale


    Resources:
    Unlock Seamless B2B Experiences with Adobe Marketo Engage

    • 40 min
    Episode 8: Customer Experience Transformation in Action with Brenntag

    Episode 8: Customer Experience Transformation in Action with Brenntag

    Customer experience transformation is something that we talk about often on this show. But what does it look like for a B2B organization that started on their transformation journey five years ago? In this episode, Jose chats with Shaun Myers, Director of Supply Chain and Service at Brenntag, a nearly 150-year-old German chemical distribution company operating in more than 77 countries worldwide as well as B2B International’s Head of Growth, Nick Hague.
    Other topics discussed:
    • Where Brenntag’s journey started
    • Mistakes to avoid
    • The results of embracing a CX mindset
    • The importance of employee engagement in CX transformation
    • The 6 key pillars of world class CX

    • 46 min

Customer Reviews

5.0 out of 5
4 Ratings

4 Ratings

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