Making The Most Of Customer Data With A Flexible Enterprise With Glenn Vanderlinden, Co-founder Of Human37 Builders Wanted podcast

31:57

In this episode of Builders Wanted, we sit down with Cole Moir, Vice President of Brand and Digital Marketing at TCL North America, to explore what it takes to create a standout brand in a crowded market. Tune in to hear about the methods behind creating high-impact, emotionally resonant brand experiences and the future role of AI and personalization in marketing. ------------------- Key Takeaways: A focus on creating memorable and emotional moments for audiences builds a more meaningful connection with consumers and aligns with the brand's identity and values. Brands that leverage cultural moments to enhance their relevance and impact connect with audiences on a shared emotional and cultural ground. Clarity in messaging often wins over cleverness, especially in crowded markets, and leads to stronger trust and engagement among consumers. ------------------- “ The key is to design brand experiences that respect attention, not demand it. In a world of infinite content, brands that break through are the ones that earn the moment by being useful or entertaining or emotionally resonant. We don't chase eyeballs, we chase impact.” – Cole Moir ------------------- Episode Timestamps: ‍*(02:08) - The boldest thing TCL is building right now ‍*(06:08) - How Cole thinks about aligning brand moments with cultural ones ‍*(09:17) - How to design brand experiences without burning out your audience ‍*(12:54) - How TCL stays fresh in a fast moving category ‍*(21:54) - What Cole learned from campaigns early in his career ‍*(28:28) - Quick hits: insight and inspiration ------------------- Links: Connect with Cole on LinkedIn Connect with Kailey on LinkedIn Learn more about Caspian Studios ------------------- Sponsor Builders Wanted is brought to you by Twilio – the Customer Engagement Platform that helps builders turn real-time data into meaningful customer experiences. More than 320,000 businesses trust Twilio to transform signals into connections—and connections into revenue. Ready to build what’s next? Learn more at twilio.com.…

Builders Wanted

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How Cedar & Twilio Are Rebuilding the Patient Experience with AI with Dugan Winkie, Head of Commercial Strategy at Cedar 44:40

27 days ago44:40

44:40

In this episode of Builders Wanted, we sit down with Dugan Winkie, Head of Commercial Strategy at Cedar, to explore how AI is reshaping one of the most emotionally complex industries: healthcare. From frustrating call center experiences to opaque billing processes, Dugan breaks down how Cedar is reimagining patient engagement with conversational AI, real-time data, and a builder’s mindset. ------------------- Key Takeaways: Strategic innovation involves closely monitoring market feedback, especially given significant operational cost constraints, regulatory uncertainties, and budget cuts. The use of conversational AI ensures that patients receive timely and accurate assistance, which reduces dependency on call centers and enhances the overall patient experience. Health systems must balance using innovative technologies while adhering to strict regulatory frameworks to ensure a seamless and secure patient financial experience. ------------------- “ There is a lot of information silos, simultaneously, where we're expecting patients to know how to navigate a very complex system. And we think conversational AI and agentic AI is a great manifestation where we can leverage a lot of our core competency and network connections to help answer those patients' questions in a way that is delightful.” – Dugan Winkie ------------------- Episode Timestamps: ‍*(02:10) - The boldest thing Cedar is building right now ‍*(03:52) - How Cedar is using AI to humanize the patient financial experience ‍*(14:24) - Recent patient behaviors that pushed Cedar to rethink the billing experience ‍*(23:11) - How Cedar designed its AI agent, Kora, to be helpful and empathetic to patients ‍*(31:10) - How Cedar is balancing AI innovation and healthcare regulations ‍*(35:40) - How AI has already improved the patient journey ------------------- Links: Connect with Dugan on LinkedIn Connect with Kailey on LinkedIn Learn more about Caspian Studios ------------------- Sponsor Builders Wanted is brought to you by Twilio – the Customer Engagement Platform that helps builders turn real-time data into meaningful customer experiences. More than 320,000 businesses trust Twilio to transform signals into connections—and connections into revenue. Ready to build what’s next? Learn more at twilio.com.…

Builders Wanted

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Inside a Rebrand: How Twilio Got Its Swagger Back with CMO Chris Koehler and VP of Brand Adam Morgan 37:30

6 weeks ago37:30

37:30

Twilio just reintroduced itself to the world with a bold new brand—and in this kickoff episode of Builders Wanted, you’ll meet the leaders behind it. Host Kailey Raymond sits down with Chris Koehler (CMO) and Adam Morgan (VP of Brand & Creative) to unpack the strategy, emotion, and hard decisions behind Twilio’s brand refresh. They share how they turned a platform for developers into a movement for builders, what it takes to evolve without losing your DNA, and why the best brands don’t just look good—they make people feel seen. Expect honest takes on brand risk, leadership, internal buy-in, and one idea that (almost) involved a kidnapper van. ------------------- Key Takeaways: How the Twilio rebrand unifies developers, business leaders, and marketers through the ‘builder’ concept. How to achieve buy-in from employees and customers for a successful brand refresh. How adaptability and a sense of urgency enables swift and decisive actions, fostering creativity and strategic alignment during a brand refresh. ------------------- “ A builder is really anyone. It's anyone who's got a dream or a vision or a passion or excitement to go out and make something. Builders are the people who have an idea and actually go and do something about it. They go out and make it. That's such an important part of our story because what are we as Twilio? We are a platform where you can build amazing customer experiences. That is the invitation to anyone, whether you're the C-suite down to a developer, that you have this freedom to build whatever you want.” – Adam Morgan “ It actually speaks to me because I may not be building software, but I'm trying to build a team and a culture and a company, I'm building a family. I see myself as a builder, but I'm not hands on keyboard building applications. That's, I think, the secret sauce of this is that it actually applies to everyone. That takes some deliberate thought into, as you build this, and really understanding what your audience cares about.” – Chris Koehler ------------------- Episode Timestamps: ‍*(02:37) - Introducing Twilio’s brand refresh ‍*(06:45) - How the term ‘builder’ is central to Twilio’s new identity ‍*(13:58) - How and how not to run a rebrand ‍*(22:47) - How the brand is landing in market ‍*(33:20) - Rapid fire takes ------------------- Links: Connect with Chris on LinkedIn Connect with Adam on LinkedIn Connect with Kailey on LinkedIn Learn more about Caspian Studios ------------------- Sponsor Builders Wanted is brought to you by Twilio – the Customer Engagement Platform that helps builders turn real-time data into meaningful customer experiences. More than 320,000 businesses trust Twilio to transform signals into connections—and connections into revenue. Ready to build what’s next? Learn more at twilio.com.…

Builders Wanted

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Introducing: Builders Wanted 1:12

7 weeks ago1:12

1:12

After three seasons of insightful discussions, deep dives into data and marketing wisdom, we're saying goodbye to Good Data, Better Marketing . In its place rises something bigger, bolder, and better. Introducing Builders Wanted , the podcast for trendsetters. The ones who break, build, and rebuild. The architects of digital experiences, seamless communication, and next gen strategies. A builder is not a job title – it's a mindset. Whether you're engineering the future of AI, rethinking customer engagement, or launching something that's never been done before. This podcast is for you. This season, we go beyond trends and into the trenches, talking to the visionaries, risk takers, and pioneers who are shaping the business world. No fluff, no buzzwords, just the real stories of breakthroughs, pivots, and game changing innovation, one episode at a time. Hit subscribe and let's get to work, builders.…

Builders Wanted

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Building a Category with AI Wearables with Chris Villarreal, Global Director of Marketing for Wearables at Meta 37:40

16 weeks ago37:40

37:40

This episode features an interview with Chris Villarreal, Global Director of Marketing for Wearables at Meta. Chris and his team build and scale programs to drive consumer education, desire, and adoption of immersive devices. Previously, he was the Head of Brand for Meta Financial Technologies, leading brand management, integrated marketing, and the Creative Studio. He has also held roles at Goldman Sachs, American Express, and Equinox. In this episode, Kailey sits down with Chris to discuss insights on category creation, the significance of solving real consumer problems, and how Meta is leveraging multimodal AI to enhance everyday life with their Ray-Ban Meta Glasses. ------------------- Key Takeaways: Wearable technology has evolved significantly with integrated AI for real-time language translation, improved audio and camera quality, and practical daily utilities. Creating and promoting a new product category involves raising awareness through high-profile events, leveraging authentic communication via creators, and ensuring marketing messages are consistent across all channels. Creating a successful product category requires solving real customer problems and creating delightful user experiences. ------------------- “ What we're trying to do is create more and more value throughout the day for you to be wearing this wearable all the time. It goes from something that you use for a specific use case, like taking a picture or sharing your point of view or listening to something, to something you want to wear all the time, because you're actually finding utility.” – Chris Villarreal ------------------- Episode Timestamps: ‍*(02:14) - Chris’s career journey *(04:09) - Trends influencing wearable technology today ‍*(06:20) - What differentiates Ray-Ban Meta Glasses from other wearable technology ‍*(13:02) - Safety and privacy guardrails around Meta’s Glasses ‍*(20:11) - How Chris defines ‘good data’ ‍*(35:01) - Chris’s recommendations for those creating a new product category ------------------- Links: Connect with Chris on LinkedIn Connect with Kailey on LinkedIn Learn more about Caspian Studios ------------------- Sponsor Good Data, Better Marketing is brought to you by Twilio Segment. In today’s digital-first economy, being data-driven is no longer aspirational. It’s necessary. Find out why over 20,000 businesses trust Segment to enable personalized, consistent, real-time customer experiences by visiting Segment.com…

Builders Wanted

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How Real-Time Data Drives Unparalleled Customer Loyalty with John O’Melia, Chief Customer Officer at Contentsquare 35:14

18 weeks ago35:14

35:14

This episode features an interview with John O’Melia, Chief Customer Officer at Contentsquare, where his team works to ensure all customers harness the full power of Contentsquare’s technology and drive significant business value. Previously, he was the CEO of Seal Software (acquired by Docusign in 2020) and held leadership roles in Customer Success and Sales at Dell EMC. In this episode, Kailey and John discuss the challenges of balancing business decisions with customer-centric values, evolving customer expectations, and the importance of real-time data in enhancing digital customer experiences. ------------------- Key Takeaways: By using advanced data capture and analysis tools, businesses can identify and respond to issues promptly, optimizing digital interactions and ensuring customer satisfaction. Businesses need technology guardrails in place to ensure that personalization efforts do not cross into territory that customers might find invasive or uncomfortable. Companies must continuously innovate and refine their digital strategies to meet and exceed customer expectations. ------------------- “ If you get enticed to go to an application to go buy this thing and you're going to get a 30% discount code, if that code doesn't work, you're not necessarily going to spend the next five minutes trying to figure out how to make it work. You have a one-shot deal on many of these situations. Your ability to spot that you've got a problem with that code or that checkout page and be able to deal with it is the difference between having a great Black Friday or having a so-so Black Friday.” – John O’Melia ------------------- Episode Timestamps: ‍*(02:27) - John’s career journey *(06:45) - Trends impacting customer experience ‍*(12:37) - How Contentsquare is using AI to improve experiences ‍*(24:39) - How John defines ‘good data’ ‍*(27:13) - Real-time monitoring use cases ‍*(33:08) - John’s recommendations for upleveling digital strategies ------------------- Links: Connect with John on LinkedIn Connect with Kailey on LinkedIn Learn more about Caspian Studios ------------------- Sponsor Good Data, Better Marketing is brought to you by Twilio Segment. In today’s digital-first economy, being data-driven is no longer aspirational. It’s necessary. Find out why over 20,000 businesses trust Segment to enable personalized, consistent, real-time customer experiences by visiting Segment.com…

Builders Wanted

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Unlocking Agility: Composable Solutions, Flexible Stacks & Hybrid Architectures with Dom Selvon, Global CTO at Apply Digital 45:47

20 weeks ago45:47

45:47

This episode features an interview with Dom Selvon, Global Chief Technology Officer at Apply Digital. Dom is a technology leader with 25 years of experience in the cloud-native and MACH communities. At Apply Digital, he is committed to employing technology for commerce and content, helping businesses succeed. Dom currently serves as a member of the MACH Alliance Executive Board, where he advocates for cloud adoption and agile methodologies. In this episode, Kailey sits down with Dom to discuss leveraging modern technology to create seamless customer experiences, the benefits of a hybrid architecture in digital transformation, and the ethical and sustainability challenges of AI. ------------------- Key Takeaways: Effective digital transformations necessitate changes in communication, processes, and workflows within an organization. The modern enterprise architecture leans towards composable and flexible systems that prioritize interoperability. Human oversight remains essential to ensure AI complements rather than compromises business integrity and customer experiences. ------------------- “ With a digital transformation, particularly a digital transformation to a more composable, flexible stack, the real meat of the work is the change that's actually going to happen to the business. It's a change that's going to happen to the communication within the business. How people talk to each other to get things done is going to change. That is something businesses don't accept, understand, believe, or are willing to take on.” – Dom Selvon ------------------- Episode Timestamps: ‍*(02:39) - Dom’s career journey *(07:10) - Trends impacting digital transformation *(24:54) - Practical applications of AI in business *(32:49) - Challenges in building great customer experiences ‍*(43:56) - Dom’s recommendations for upleveling digital strategies ------------------- Links: Connect with Dom on LinkedIn Connect with Kailey on LinkedIn Learn more about Caspian Studios ------------------- Sponsor Good Data, Better Marketing is brought to you by Twilio Segment. In today’s digital-first economy, being data-driven is no longer aspirational. It’s necessary. Find out why over 20,000 businesses trust Segment to enable personalized, consistent, real-time customer experiences by visiting Segment.com…

Builders Wanted

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The Intersection of AI, Trust, and Consumer Experience in Financial Services with Tarun Dadoo, VP of Products & Delivery at Discover 40:17

22 weeks ago40:17

40:17

This episode features an interview with Tarun Dadoo, VP of Products & Delivery at Discover Financial Services. Tarun is a seasoned investment, sales, and marketing professional with over a decade of experience in consumer banking, across both emerging and mature markets. Prior to joining Discover in 2011 as the Director of Marketing Strategy, Digital Innovation, and Product Development, he served Citibank for 6 years in various roles. In this episode, Kailey sits down with Tarun to discuss the delicate balance between privacy and personalized consumer experiences, the implementation of composable CDPs, and the complex interplay between good data and consumer trust. ------------------- Key Takeaways: Maintaining strict data governance and balancing privacy with personalization ensures tailored consumer experiences without risking privacy violations. A CDP allows marketers to handle consumer data from various sources while optimizing for use cases incrementally, making data integration more manageable and efficient. By understanding and addressing specific consumer behaviors, marketers can create more effective and personalized interactions, leading to improved satisfaction and loyalty. ------------------- “I can bring all this data, put it in a box, and Gen AI will generate and spit out things. But, somebody still has to moderate these experiences and the data governance. Otherwise, we will end up scaring away a lot of customers. If you don't have the proper governance in place, I think that is the main thing, first, you need to build that framework before you decide and go outside and start marketing using those data.” – Tarun Dadoo ------------------- Episode Timestamps: ‍*(02:35) - Tarun’s career journey *(10:16) - Trends impacting consumer experience in financial services *(16:44) - Practical AI use cases in financial services *(21:58) - The balance between being personalized and creepy *(29:32) - How Tarun defines good data ‍*(38:44) - Tarun’s recommendations for upleveling consumer experience ------------------- Links: Connect with Tarun on LinkedIn Connect with Kailey on LinkedIn Learn more about Caspian Studios ------------------- Sponsor Good Data, Better Marketing is brought to you by Twilio Segment. In today’s digital-first economy, being data-driven is no longer aspirational. It’s necessary. Find out why over 20,000 businesses trust Segment to enable personalized, consistent, real-time customer experiences by visiting Segment.com…

Builders Wanted

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The Omnichannel Challenge: Balancing AI and Data Privacy with Jennifer Peters, Director of DTC, MarTech & Digital Compliance at OLLY 41:51

25 weeks ago41:51

41:51

This episode features an interview with Jennifer Peters, Director of DTC, Martech, and Digital Compliance at OLLY. Here, she drives their direct-to-consumer business growth and champions the fusion of technology and marketing for top-notch digital experiences. Jennifer is a passionate CPG expert with extensive experience spanning marketing, tech, and business development in eCommerce. In this episode, Kailey and Jennifer discuss the challenges of integrating AI in regulated environments, the implications of new legislation on data privacy, and leveraging omnichannel strategies effectively. ------------------- Key Takeaways: By understanding and mapping out journeys across various channels, brands can design better experiences that cater to consumers’ evolving preferences. AI tools are used strategically to optimize consumer interactions and predict behaviors, helping to improve engagement and retention without infringing on data privacy regulations. The integration of data from multiple channels remains a challenge, but it's crucial for creating seamless consumer experiences. ------------------- “Anyone in retail and eCommerce right now feels that weight of we've got to get the customer to convert for the first time. We have to think about cost of acquisition. We have to think about it from an advertising perspective. We have to think about it from a discounting perspective and, ultimately, long-term, what is this customer going to be worth to us? What is this customer's LTV? Maybe guessing what that might be for two years. We were guessing before and now you don't have to guess.” – Jennifer Peters ------------------- Episode Timestamps: ‍*(02:36) - Jennifer’s career journey *(07:32) - Trends impacting consumer experience in DTC and eCommerce *(12:59) - AI in regulated environments *(19:11) - Omnichannel strategies and digital channels *(30:57) - How Jennifer defines good data ‍*(38:12) - Jennifer’s recommendations for upleveling consumer experience journeys ------------------- Links: Connect with Jennifer on LinkedIn Connect with Kailey on LinkedIn Learn more about Caspian Studios ------------------- Sponsor Good Data, Better Marketing is brought to you by Twilio Segment. In today’s digital-first economy, being data-driven is no longer aspirational. It’s necessary. Find out why over 20,000 businesses trust Segment to enable personalized, consistent, real-time customer experiences by visiting Segment.com…

Builders Wanted

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Navigating the Data Forest: Building Conviction in a Digital Age with Lena Waters & Eric Weber, Grammarly 47:30

27 weeks ago47:30

47:30

This episode features an interview with Grammarly’s Chief Marketing Officer, Lena Waters, and Eric Weber, Head of Data. Lena leads marketing strategy, focusing on delivering the brand promise to customers, driving demand for products, and growing revenue to scale the company. Eric leads teams of data scientists and software engineers who are responsible for improving how to measure and iterate on the product to create the best communication assistant. In this episode, Kailey, Lena, and Eric discuss their collaborative approach to aligning business and customer priorities, the implications of a cookieless world on marketing attribution, and the balance of data insights and human judgment to drive meaningful customer experiences. ------------------- Key Takeaways: Leaders should have a clear understanding and conviction about their business goals and use data to test and refine their hypotheses, instead of relying solely on data to dictate actions. The key to navigating a cookieless world is to focus on fundamental marketing principles and broader customer understanding, rather than obsessing over the loss of precise individual data. Creating a culture where leaders and team members feel empowered to make informed decisions ensures that teams leverage data effectively to drive meaningful business outcomes. ------------------- “I think as leaders, we have to think about that decision-making environment that we're creating for our teams so that they do have the right resources, but we're not overloading them with false expectations of we have to try everything. We would drown. We're looking for, I think, clarity. We're not necessarily looking for everything.” – Lena Waters “You're going to have to have conviction and a hypothesis and a belief about what is true, and you should still use data to try to refute that or gather evidence against it. But, you're going to have many fewer situations where the data's going to be like, ‘Here's the path forward.’ Guess what? That's not going to happen. I think the more that we embrace that, we're going to be more successful in one or two years when a lot of this visibility is actually gone.” – Eric Weber ------------------- Episode Timestamps: ‍*(03:14) - How data and marketing work together at Grammarly *(05:30) - Trends impacting customer experience *(22:45) - How Grammarly is measuring effectiveness in a cookieless world *(29:13) - How marketers can address the overreliance on data and dashboards *(36:34) - How Grammarly is using AI *(43:32) - Lena and Eric’s advice for upleveling marketing and data strategies ------------------- Links: Connect with Lena on LinkedIn Connect with Eric on LinkedIn Connect with Kailey on LinkedIn Learn more about Caspian Studios ------------------- Sponsor Good Data, Better Marketing is brought to you by Twilio Segment. In today’s digital-first economy, being data-driven is no longer aspirational. It’s necessary. Find out why over 20,000 businesses trust Segment to enable personalized, consistent, real-time customer experiences by visiting Segment.com…

Builders Wanted

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How Next-Gen Commerce Experiences Simplify Shopping with Robert Gash, Chief Consumer Commerce Officer at Hearst Magazines 40:51

30 weeks ago40:51

40:51

This episode features an interview with Robert Gash, Chief Consumer Commerce Officer at Hearst. Robert is a software and product development executive with extensive experience leading software development, product strategy, research, and design. Prior to joining Hearst, he served as VP of Engineering at Nurx and Symphony Commerce, and as the VP of Operations Technology at Grove Collaborative. In this episode, Kailey and Robert discuss strategies for making purchasing decisions easier for consumers, reducing informational friction, and how AI is redefining consumer experiences. ------------------- Key Takeaways: Incremental improvements with AI can help to provide context and personalized recommendations to consumers. Recording as much contextual data as possible enables deeper insights and helps create a flexible and adaptive data strategy that can respond to evolving consumer needs. Marketers have to earn and maintain consumer trust by offering valuable and reliable guidance through transparent practices. ------------------- “Everybody knows in commerce, the easier it is to purchase something, the higher your conversion rates typically are. But, that works mid funnel too. Going from moment of inspiration into lower funnel research and doing that as seamlessly as possible with fewer open tabs and fewer searches, maybe in the middle, is a key way we can play a real role in making that journey easier and faster for folks.” – Robert Gash ------------------- Episode Timestamps: ‍*(02:23) - Robert’s career journey *(07:36) - Trends impacting consumer experience *(13:37) - Hearst’s shoppable media model *(22:04) - AI in commerce *(32:16) - How Robert defines good data ‍*(38:34) - Robert’s advice for his younger self ------------------- Links: Connect with Robert on LinkedIn Connect with Kailey on LinkedIn Learn more about Caspian Studios ------------------- Sponsor Good Data, Better Marketing is brought to you by Twilio Segment. In today’s digital-first economy, being data-driven is no longer aspirational. It’s necessary. Find out why over 20,000 businesses trust Segment to enable personalized, consistent, real-time customer experiences by visiting Segment.com…

Builders Wanted

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The Future of Contact Centers: Blending AI and Human Touch with Alex Levin, Co-founder & CEO of Regal.AI 44:11

32 weeks ago44:11

44:11

This episode features an interview with Alex Levin, Co-founder and CEO of Regal.ai where he leads the go-to-market teams. Previously, Alex was a product manager at Personal and Thomson Reuters, and then joined Handy (acquired by ANGI in 2018) as an early employee where he led growth and marketing. In this episode, Kailey sits down with Alex to discuss strategies for maximizing customer centricity, the balance between AI and human-driven customer experiences, and the importance of alignment between organizational values and company culture. ------------------- Key Takeaways: While digital solutions and automation are crucial, personal touches, even in a digital-first world, enhance customer satisfaction and loyalty. Over the next decade, it's expected that up to 90% of contact center roles will be taken over by AI. By fostering cross-functional collaboration and ensuring all teams work toward common objectives, companies can better adapt to changing market demands and enhance their customer engagement efforts. ------------------- “The goal is to treat each individual differently and think about how you're going to drive the best experience for them and the best outcome and the most customer lifetime value for you as a brand. That may not be treating everybody the same. It may be, actually, even when it's something very simple, giving them a high touch experience because you think the outcome is going to be better.” – Alex Levin ------------------- Episode Timestamps: ‍*(02:37) - Alex’s career journey *(13:35) - Trends impacting customer experience *(21:51) - Navigating high touch experiences *(29:38) - How AI will impact contact centers *(39:23) - How Alex defines good data ‍*(41:44) - Alex’s recommendations for upleveling customer experience strategies ------------------- Links: Connect with Alex on LinkedIn Connect with Kailey on LinkedIn Learn more about Caspian Studios ------------------- Sponsor Good Data, Better Marketing is brought to you by Twilio Segment. In today’s digital-first economy, being data-driven is no longer aspirational. It’s necessary. Find out why over 20,000 businesses trust Segment to enable personalized, consistent, real-time customer experiences by visiting Segment.com…

Builders Wanted

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Better Customer Engagement Starts with Better Messaging with Des Cahill, CMO at Tipalti 38:10

36 weeks ago38:10

38:10

This episode features an interview with Des Cahill, Chief Marketing Officer at Tipalti. Des has served as CMO at multiple startups, such as Ensighten, Samepage and BridgeSpan, while also having successful experiences at companies like Apple and HP. Most recently, he drove global product marketing strategy for Oracle's Advertising & Customer Experience as Group Vice President. In this episode, Kailey and Des discuss the importance of foundational experiences and adapting to different company environments, crafting a solid messaging framework, and the evolving role of content marketing in the age of generative AI. ------------------- Key Takeaways: A well-defined messaging framework is foundational, informing content across various channels such as websites, marketing collateral, sales pitches, and internal communications. Organizations can effectively tailor their communications and improve customer engagement through a phased approach to personalized marketing. Starting with a strong foundational messaging framework and then expanding it to specific personas and behaviors. Training AI tools like Grammarly to maintain brand tone and partnering with specialized AI vendors to leverage data in impactful ways can improve efficiency and ensure company communications remain aligned with brand messaging. ------------------- “A lot of people think customer experience is about delighting the customer and I disagree. I think most of us, in our day-to-day lives, what we're trying to achieve is we're trying to get the information we want and we're trying to move on to the next thing. If you're marketing correctly, you've captured that signal, you've given them a message and you can always follow up with a nurture.” – Des Cahill ------------------- Episode Timestamps: ‍*(02:35) - Des’s career journey *(06:21) - Trends impacting customer experience *(12:02) - Personalization strategies *(22:24) - How Tipalti is building practical AI strategies ‍*(35:04) - Des’s recommendations for upleveling customer experience strategies ------------------- Links: Connect with Des on LinkedIn Connect with Kailey on LinkedIn Learn more about Caspian Studios ------------------- Sponsor Good Data, Better Marketing is brought to you by Twilio Segment. In today’s digital-first economy, being data-driven is no longer aspirational. It’s necessary. Find out why over 20,000 businesses trust Segment to enable personalized, consistent, real-time customer experiences by visiting Segment.com…

Builders Wanted

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Simplifying the Digital Customer Experience with Jim Jackson, EVP & CMO at Hewlett Packard Enterprise 43:08

38 weeks ago43:08

43:08

This episode features an interview with Jim Jackson, Executive Vice President & Chief Marketing Officer for Hewlett Packard Enterprise. He oversees all aspects of marketing for HPE with an emphasis on accelerating the digital transformation of the company to be the Edge-to-Cloud Platform-as-a-Service company. Jim has more than 25 years of IT industry experience and is passionate about the use of technology to inform a customer-centric, data-driven, and digital-first marketing approach across all areas of the business. In this episode, Kailey sits down with Jim (who subsequently announced his intention to retire from HPE at the end of October 2024) to discuss the importance of a customer-first approach, principles for responsible AI adoption, and implementing the right infrastructure for a seamless customer experience. ------------------- Key Takeaways: Improving productivity and enhancing customer interactions requires extensive customer data and AI to create predictive models for targeted marketing. HPE follows core principles for ethical AI, focusing on privacy, human rights, inclusivity, responsibility, and robustness to guide their AI initiatives. Marketers can enhance customer experience through personalized, seamless interactions and leveraging real-time data for efficient communication across all touchpoints. ------------------- “It's like going to the doctor's office and you fill out the forms and it's like, ‘Come on. It's a digital world, I should be able to give you all of this one time.’ At the end of the day, our enterprise customers want a lot of the consumer experience that they get in their daily lives. They want it more automated. They don't want to have to integrate multiple different ecosystem partners. They expect that the experience from HP will be as simple as their everyday lives.” – Jim Jackson ------------------- Episode Timestamps: ‍*(02:40) - Jim’s career journey *(05:49) - Trends impacting customer experience *(09:12) - HPE’s AI principles *(24:17) - Challenges on the customer engagement journey *(34:41) - Who Jim thinks is doing it right in terms of customer engagement ‍*(39:25) - Jim’s recommendations for upleveling customer experience strategies ------------------- Links: Connect with Jim on LinkedIn Connect with Kailey on LinkedIn Learn more about Caspian Studios ------------------- Sponsor Good Data, Better Marketing is brought to you by Twilio Segment. In today’s digital-first economy, being data-driven is no longer aspirational. It’s necessary. Find out why over 20,000 businesses trust Segment to enable personalized, consistent, real-time customer experiences by visiting Segment.com…

Builders Wanted

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Modernizing Out-of-Home Advertising and Customer Journeys with Dan Levi, EVP & CMO at Clear Channel Outdoor 45:01

40 weeks ago45:01