Shows
CustomerlandThe Guts of Great Customer ExperiencesWhat happens when the shiny exterior of customer experience meets the messy reality of operational execution? In this eye-opening conversation, we speak with FD Giambattista, a veteran CX operations expert who has spent 25 years implementing customer service solutions for major corporations.FD takes us behind the curtain to reveal what actually makes customer experience work—or fail. While technology providers focus on capabilities and features, FD deals with the operational realities: systems held together with "bailing wire and duct tape," agents navigating through 14 different applications to handle a single interaction, and the delicate balance between cost, quality, an...2025-05-1235 min
CustomerlandThe 2025 Consumer Loyalty Engagement Index - Big Changes in the Ways We Interact with BrandsUnlock the secrets of brand loyalty transformation with insights from Robert Pasikoff, founder and CEO of BrandKeys. You'll discover why emotional engagement now eclipses traditional rational marketing methods, reshaping how we predict consumer behavior and market dynamics. Learn why the days of brand wars like Coke vs. Pepsi are fading, as modern loyalty strategies pivot towards fostering emotional connections to drive sales and secure market share.Brand loyalty isn't what it used to be—it's better. Explore how the old-school marketing tactics centered around product, place, promotion, and price have evolved into a nuanced focus on emotional re...2025-01-2929 min
CustomerlandRedefining Loyalty Programs Through Purpose and SustainabilityCan the evolving expectations of Gen Z redefine the way brands approach consumer loyalty and sustainability? This week, we're joined by Regan Plekenpol, co-founder of Rediem, who shares her pioneering journey from sustainable policy work to revolutionizing loyalty programs. You'll discover how Rediem's unique approach is turning traditional loyalty on its head by integrating value-driven incentives that resonate with the eco-conscious demands of today's consumers. As Regan explains, the intersection of ethical practices and consumer expectations is shaping a new era of brand-consumer relationships.With Rediem's innovative concept of "purpose gating," brands are encouraged to align their...2025-01-2231 min