PODCAST · business
Customer Smarts
by Customer Smarts
If you’re a marketing or CX leader you’re probably feeling the pressure of customer expectations growing much faster than you can implement change in your organisation.A recent study shows that 95% of executives feel the same as you do.Which is why we’ve created the Customer Smarts podcast. To help you discover smarter more efficient ways to deliver great customer experiences.The core topics we cover are:· Operations - how to unite your organisational silos to deliver great CX· Customer intelligence – how to structure segmentation and data to drive your CX program· Engagement strategy and design – how to overcome impatient short term product centric thinking to deliver customer centric experiences· Tech – how to better utilise technology to achieve your customer goals
Episodes
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AI Strategy into Action - Lucio Ribeiro - Australia’s #1 AI speaker - ex 7 Network and Optus
Turning AI strategy into business impact is something a lot of businesses are trying to do right now. So, I wanted to create an episode focussed on how to develop an AI strategy and put it into action. My guest in this episode, Lucio Ribeiro is recognised as Australia's number one speaker on AI....
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The AI-Powered CMO - Leandro Perez - Salesforce CMO ANZ
AI is transforming how CMOs are running their marketing program. Many marketing departments would like to spend more time focussing on the innovative long term programs of work to progress the organisation. However, in the past, they often get pulled back into delivering short term gains and...
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Designing Experiences for the Future – Oliver Weidlich
Every time a new technology is introduced it creates new ways to interact with customers. In recent times AI is flipping the world on it’s head but we’re also seeing progress with spatial computing and 3D experiences with devices like Apple’s vision pro. So, I wanted to get a perspective on how...
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How to drive a customer centric culture – Dr Chris L Brown
Building customer centric culture is smart, but it’s hard to do. It’s smart because it’s more efficient for the business and better for customers. Win + Win. The problem is, many large organisations are still structured around key product areas and work in siloed ways. So, trying to transition to…
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Scammers are using AI in scary new ways – Tracy Hall – Author & Scam Expert
Last year Australian’s were scammed out of $2.74 billion dollars, that’s an insane amount of money. The scary thing is that scammers are innovating at a speed that’s authorities are finding impossible to keep up with. And they are now using AI in scary new ways like using AI to fake the voices of...
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What corporates need to learn from start-ups – Vijay Solanki – Launch CMO at Shazam & Ex-Unilever
Innovating inside corporates is harder than it should be… New ideas often get bogged down in politics and red tape. So, when it comes to innovating and getting new ideas to market, there is a lot corporates can learn from start-ups. My guest in the next episode of the Customer Smarts Podcast…
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How to drive customer centricity at scale – Khachig Kabakjian – ex CommBank
Becoming customer centric is smart, but it’s hard to do… It’s smart because it’s more efficient for the business and better for customers. Win + Win. The problem is, it’s a massive shift for large organisations, many have been structured around key product areas and work in siloed ways. So…
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AI that’s blowing the minds of CX Leaders – Bruce Temkin, Brad Anderson
The speed at which AI is changing the customer experience space is mind blowing… Qualtrics invited me to record an episode of the Customer Smarts Podcast at their X4 Summit in Sydney last week. Every guest I interviewed was genuinely blown away and excited by the amazing new Gen AI driven...
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The Power of Creativity - CEO of AFR’s Most Innovative Company 2023 - Lee Simpson
Will AI make us less or more creative? AI and automation have stolen the spotlight in the last couple of years, so I wanted to explore the impact it’s having on the creative industry and what it means for the future. To help explore that question and dive into what drives great creativity I had…
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Has your transformation been superficial? – Simon Belousoff ex Bupa & IAG
Many transformations have been superficial… In the last 30 years there’s been transformation after transformation, digital, data, customer centric and now AI. The problem I’ve seen is that many organisations have added new technology and capability, but haven’t necessarily transformed how they...
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Innovating Coffee – Nicholas Lee ex Philips & Saeco
Many of us can’t live without coffee… There’s nothing better than sitting in your local cozy coffee shop with a perfectly made coffee from your barista who knows exactly how you like it made. It’s a highly personalised experience. The thing is…. when you try and brew your own at home it home it...
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How to predict customer needs – Pete Avery ex Verizon, O2, Suncorp
Imagine if you knew what customers wanted next? Marketing would be a whole lot easier right?… Well, every time a customer interacts with you, they are telling you something. Often giving you clues about what they want next. However, many organisations are not taking advantage of this opportunity....
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Smarter ways to drive customer growth - with Gareth Begent ex Adobe and Foxtel
Over the past 30 years driving growth has become far more complex. There is now a myriad of digital channels across a mix of paid, owned and earned media assets you can leverage to engage customers. However, many organisations are still taking an old school approach, over focussing on acquisition...
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Unlock Larger Investment into Customer Experience - Yvette Mihelic, Director of CX
Most organisations have a desire, strategy or program to become more customer centric. However, many CX leaders are still struggling to shake old product centric ways of working inside organisations and are often finding it challenging to unlock enough investment to improve their customer...
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AI + Behavioural Science to Prevent Customer Loss - Libby Dale Marketing AI Expert
In most companies between 10-30% of customers are at risk of leaving…That’s a lot of customer revenue on the table… Yet, most organisations aren’t paying enough attention to this. Some companies are leaking or even haemorrhaging customers and then spending 5 times as much to acquire new ones, it...
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How to Design Customer Intelligence - with Vida Asrina Dhulst
Designing your customer intelligence in a way that’s usable for the entire organisation to drive decision making but also facilitate connection between teams is one of the most crucial elements to get right for every organisation in the next 10 years. At a time where many organisations want to...
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How Web 3 will make our lives easier - with Mathew Sweezey
We’ve all come up with great new customer experience ideas only to discover that the data is not available or that from a tech perspective it’s very expensive or too hard to build. These issues come back to the way the current internet was built. Think about this….every organisation is being held...
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Nailing Omnichannel Experiences - with Danny Phillips Global Top 50 CX Influencer
Over the last 30 years, engaging with customers has become increasingly complex. There is a vast array of customer channels and touchpoints and many organisations are struggling to deliver a consistent customer experience across all these channels. To help get some insight into this challenge, I...
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Why Chief Customer Officers are replacing CMO’s with Shaden Mohamed ex Expedia & Google
Why are CMO’s slowly being replaced by Chief Customer Officers? I had the pleasure of interviewing Shaden Mohamed who has worked for companies like Google, held senior roles at Expedia and was most recently Chief Customer Officer at Silver Chef to provide some insights. Shaden gave some amazing...
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What football can teach us about customer experience management
There are some really valuable insights that Organisations and CX leaders can learn from professional football coaches. Especially when it comes to overcoming organisational silos and driving collaboration. Drawing from my experience working for a professional football team, I will share insights...
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Tackling AI & Personalisation with Salesforce CTO (ANZ) Dr Gayan Benedict
AI and personalisation are top of mind for every CX leader and marketer. We were lucky enough to have Salesforce Chief Technology Officer (ANZ) Dr Gayan Benedict join us to give some insights on how to tackle AI and personalisation at scale. We also discussed how to improve the CMO & CTO...
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Why customer experience has become so important
Customer experience or CX is a term that’s getting used more and more every day. 15 years ago there was barely any companies with a specific CX team and the Chief customer officer or Experience Officer roles didn’t exist. So we’re going to give you 5 key reasons why customer experience has become...
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Get Smarter With Data
Many organisations are struggling to get ahead when it comes to their customer data. In this episode we will go over some of the areas you might not be thinking about and talk through a data strategy example to help spark some ideas. We will cover why data is so important and the journey to...
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Leading with empathy - Anthony Gregorio
Anthony Gregorio is one of the best leaders out there, a true man of the people. He’s been CEO of some of the most successful marketing agencies in Australia including Saatchi & Saatchi and Havas. In this episode he provides some amazing insight on leadership, building a great culture, customer...
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Get More From MarTech
Why do some marketing and CX leaders feel frustrated that they are under utilising marketing technology. Some even feel like they’ve bought a Ferrari and can only drive it 1st gear. I’m going to give you some perspective on why. We dig into the causes of under utilisation and how to get to a…
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Overcoming product centricity
Are you struggling to get your organisation to move away from short term product centric thinking when it comes to engaging your customers? In this episode we’re going to talk through how to overcome this with a unified customer engagement strategy. We talk through why it’s so hard to do, the...
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The Power of Customer Segmentation
Are you a marketing or CX leader that’s finding it hard to get the rest of the organisation on the same page when it comes to your customer segmentation? In this episode we’re going to talk through how to create great customer segmentation and use it to unify your organisation. We will cover what...
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Organisational Silos Are The Enemy Of Great CX
Are you a marketing or CX leader that’s struggling to keep up with customer expectations constantly rising? Organisational silos are probably one of the core culprits holding you back. In this episode we dive deep into the pain that silos create. We start by exploring why silos exist and what…
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Trailer
If you’re a marketing or CX leader you’ll probably feeling the pressure of customer expectations growing much faster than you can implement change in your organisation. A recent study shows that 95% of executives feel the same as you do. Which is why we’ve created the Customer Smarts podcast. To...
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ABOUT THIS SHOW
If you’re a marketing or CX leader you’re probably feeling the pressure of customer expectations growing much faster than you can implement change in your organisation.A recent study shows that 95% of executives feel the same as you do.Which is why we’ve created the Customer Smarts podcast. To help you discover smarter more efficient ways to deliver great customer experiences.The core topics we cover are:· Operations - how to unite your organisational silos to deliver great CX· Customer intelligence – how to structure segmentation and data to drive your CX program· Engagement strategy and design – how to overcome impatient short term product centric thinking to deliver customer centric experiences· Tech – how to better utilise technology to achieve your customer goals
HOSTED BY
Customer Smarts
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Frequently Asked Questions
How many episodes does Customer Smarts have?
Customer Smarts currently has 29 episodes available on PodParley. New episodes are automatically indexed when they're published to the podcast feed.
What is Customer Smarts about?
If you’re a marketing or CX leader you’re probably feeling the pressure of customer expectations growing much faster than you can implement change in your organisation.A recent study shows that 95% of executives feel the same as you do.Which is why we’ve created the Customer Smarts podcast. To help...
How often does Customer Smarts release new episodes?
Customer Smarts has 29 episodes. Check the episode list to see recent publication dates and frequency.
Where can I listen to Customer Smarts?
You can listen to Customer Smarts on PodParley by clicking any episode. We provide an embedded audio player for direct listening, and you can also subscribe via your preferred podcast app using the RSS feed.
Who hosts Customer Smarts?
Customer Smarts is created and hosted by Customer Smarts.
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