21: Elevating customer experience in sleep technology: Insights from Lisa Tan, chief marketing and strategy officer at Reverie

How can brands use innovation to stand out and improve the customer experience?    Alan Hart sits down with Lisa Tan, chief marketing and strategy officer at Reverie, a sleep technology company, on a mission to improve lives through the power of sleep. Together, they explore how brands can leverage technology and creative strategies to improve customer experience and stand out in competitive markets.   Lisa highlights the Reverie Innovation Summit, describing how this event not only showcases emerging sleep technologies and ideas but also helps deepen relationships with key industry collaborators. The Innovation Summit plays a key role in Reverie's approach by serving as a platform for collaboration, knowledge sharing, and goal alignment. Reverie's approach to sleep technology goes beyond product innovation and focuses on transforming the customer experience. By integrating advanced sleep technology solutions, Reverie helps ensure that every customer interaction is personalized and impactful.    Lisa also explains how integrating artificial intelligence (AI) and advanced marketing tech stacks enables Reverie to understand and engage their audiences better. Throughout the conversation, she emphasizes the importance of business relationships, continuous learning, and adapting to ever-evolving consumer behaviors to create lasting connections.    In this episode, you'll learn:  Creative approaches Reverie uses to enhance customer experience when working with distributors    The importance of marketers understanding their organization's tech stack    How Reverie uses an in-person summit to gather feedback and promote innovation in sleep technology    Key quote:  "As a CMO of a SMB [small and medium business], being able to understand, like really understand how all of the tech stack works and integrates is critical for success." - Lisa Tan, chief marketing and strategy officer at Reverie      Key highlights:  [00:30] Introduction     [01:25] Growing up in Los Alamos    [02:55] Lisa's path to Reverie    [05:50] Reverie's sleep technology origins    [07:55] The evolution and scope of the business     [11:35] Reverie's go-to-market strategy    [13:20] Reverie's direct-to-consumer strategy    [14:55] The role of technology in customer experience    [18:20] Why marketers must understand the tech    [19:55] Reverie Innovation Summit    [24:25] An experience that defines you: Time spent waiting and wandering    [26:20] Advice to your younger self: Don't be afraid to be a beginner    [27:10] A topic marketers need to learn more about: Human motivation and trends     [28:55] Subcultures and trends to follow: Childhood cosmetic obsessions    [32:00] Largest opportunity and threat to marketers today:  AI    Resources mentioned:    Reverie  MIT AI study    Follow the podcast:    Listen on Apple Podcasts    Listen on Amazon Music   Listen on Audible   Listen on iHeart Radio  Listen on Spotify      Connect with Lisa Tan and Reverie:  Lisa Tan on LinkedIn  Lisa Tan on Instagram  Reverie on LinkedIn  Reverie on Instagram  Reverie on YouTube    Connect with Alan Hart and Deloitte Digital:     Alan Hart on X  Alan Hart on LinkedIn   Deloitte Digital on LinkedIn   Deloitte Digital on Instagram   Deloitte Digital on YouTube   Deloitte Digital on Threads