4 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

    • Marketing
    • 5.0 • 1 Rating

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 4: Building a Customer-centric Organization

    Episode 4: Building a Customer-centric Organization

    Changing how people work, producing outputs that matter, quickly and collaboratively, requires enterprise agility. This requires the business to harmonize through a true customer lens, rather than center around the structures, systems, processes, and core capabilities required to deliver it. In this episode, Margie Chiu, SVP of Merkle’s Consulting and Strategy Group talks about where to start to build a customer-centric organization and the importance of executive sponsorship.


    Other topics discussed:
    • Most commons hurdles to overcome
    • How to work through resistance to this change
    • New skills to consider
    • What success looks like and how to measure it


    Resources:
    • Merkle's 2021 Customer Experience Imperatives

    • 37 min
    Episode 3: Getting Started with Data Transformation

    Episode 3: Getting Started with Data Transformation

    Data transformation seems like a broad topic, but what does it actually mean for organizations and how can they measure it? In this episode, Merkle’s Gaelyn Almeida shares why this transformation is so important. Other points discussed:
    • What are the repercussions if this transformation isn’t made?
    • How marketers can get started
    • The importance of identity in data transformation
    • Common mistakes to avoid

    • 37 min
    Episode 2: Understanding Digital Transformation: What Marketers Need to Know

    Episode 2: Understanding Digital Transformation: What Marketers Need to Know

    What is digital transformation and how should organizations think about it? In this episode, host Jose Cebrian sits down with Matt Naeger, Chief Strategy Office of Merkle Americas. They discuss:
    • What is Digital Transformation?
    • What does Transformation look like in various industries?
    • How can you show the value of digital transformation?
    • Common mistakes to avoid

    • 41 min
    Episode 1: Why is CX Transformation Important?

    Episode 1: Why is CX Transformation Important?

    What is the Inside Job: Making CX Work podcast all about? In this inaugural podcast, host Jose Cebrian kicks off the series and explains why making this transformation is so critical for organizations. Each episode will dissect key aspects of making this transformation a reality and will delve into not only how to think about these concepts but also how you can make them happen.

    • 1 min

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