In this special episode, brought to you by Ceres Talent, a marketing recuiting firm run by modern-day marketing matchmakers, we’re going to talk about a few things, including a brief review of the state of the marketing hiring landscape, the top in-demand jobs for 2024, and what hiring managers should keep in mind about AI and hiring for marketing roles.

To help me discuss these topics, I’d like to welcome back to the show Sue Keith, Corporate Vice President at Ceres Talent.

We are here at Medallia Experience 2024 at the Wynn in Las Vegas and there’s a lot of exciting announcements we’ve been seeing, plus a chance to hear from leaders at Medallia as well as their customers about where the world of customer experience is heading.

Today we’re going to talk about the culture, technology, and priorities the enterprise needs to deliver great customer experience, and continuously improve it over time.

To help me discuss this topic, I’d like to welcome Abhii Parakh, Head of Customer Experience at Prudential.

Today we’re going to talk about doing data collection right, by also exploring how to do it wrong, and what brands need to pay attention to when they are collecting information to power personalized experiences, marketing efforts, and many other aspects of the business.

To help me discuss this topic, I’d like to welcome Sean Falconer, Head of Marketing & Developer Relations at Skyflow.

We are here at Medallia Experience 2024 at the Wynn in Las Vegas and there’s a lot of exciting announcements we’ve been seeing, plus a chance to hear from leaders at Medallia as well as their customers about where the world of customer experience is heading.

Today we’re going to talk about AI and its role in creating and delivering winning customer experiences.

To help me discuss this topic, I’d like to welcome Simonetta Turek, Chief Product Officer at Medallia.

Today we’re going to talk about machine learning in the enterprise and how, despite a less than stellar success rate, organizations can achieve success with the right approaches.

To help me discuss this topic, I’d like to welcome Eric Siegel, Founder of Machine Learning Week and author of The AI Playbook: Mastering the Rare Art of Machine Learning Deployment.

Today we’re going to talk about the value of learning from data to improve the customer experience.

To help me discuss this topic, I’d like to welcome Matt Swalley, Co-Founder and Chief Business Officer at Omneky.

It didn’t take long but the world is awash in generative AI-based content, and let’s face it. A lot of it isn’t great. But that’s not the way it has to be.

Today we’re going to talk about how to utilize generative AI well for on-brand content creation, and why paying attention to the details matters here.

To help me discuss this topic, I’d like to welcome Jon Ricketts, CEO and Co-Founder of Writerly.

We are here at Medallia Experience 2024 at the Wynn in Las Vegas and there’s a lot of exciting announcements we’ve been seeing, plus a chance to hear from leaders at Medallia as well as their customers about where the world of customer experience is heading.

One brand that is presenting here, and who I’m excited to introduce in a second here, is from CVS, a brand that serves over 120 million customers, including over 55 million digital customers, and to illustrate their reach, 85% of the US population lives within 10 miles of a CVS Health location.

Today we’re going to talk about igniting customer-centricity by personalizing, simplifying the customer experience, and empowering employees to do amazing work.

To help me discuss this topic, I’d like to welcome Sri Narasimhan, Vice President, Head of Enterprise Customer Experience at CVS Health.

In an increasingly data-driven, modern brands have been forced to adapt to keep pace with the changes in the market, including one of the most significant areas of focus - which is customer data management.

There are several reasons for this, from customers’ expectations of more personalizaed experiences to the impending deprecation of third-party cookies and the increasing emphasis on consumer data privacy.

Today we’re going to talk about what it really means to understand your customers better using your data, and what do do as you build out your first-party data strategy.

To help me discuss this topic, I’d like to welcome Heidi Bullock, CMO at Tealium, and author of the foreword for The Agile Brand Guide to Customer Data Platforms, 2024 Edition, now available!

We are here at Medallia Experience 2024 at the Wynn in Las Vegas and there’s a lot of exciting announcements we’ve been seeing, plus a chance to hear from leaders at Medallia – like my guest today - as well as their customers about where the world of customer experience is heading.

Today we’re going to talk about what it means to be a leader in customer experience and what trends and innovations CX leaders and leading brands need to understand to keep their competitive edge.

To help me discuss this topic, I’d like to welcome Joe Tyrrell, CEO at Medallia.

eTail West in Palm Springs, CA is coming up in a few weeks and I’m excited to be attending as well as moderating a panel there. To get ready for the event, I have invited the two event directors here today, and we’re going to talk about some of the top trends for retailers to watch out for and certainly topics that will be discussed in much detail at the conference.

To help me discuss this topic, I’d like to welcome Kristin Schoenstein and Elizabeth Robillard from Worldwide Business Research and event directors of eTail Palm Springs, February 26-29 in Palm Springs, CA.

As marketers, there is a lot to keep up with. From trends like generative AI to platforms and methods, and new channels popping up, there is always more to learn. So much so that some of the time-tested, tried and true channels often get overlooked in these conversations. One of these is phone calls - you remember them, it’s what you did before texting, messaging, emailing, and all the other things.

Yet phone calls remain incredibly important and effective. Today we’re going to talk about effectively using data to make the most of phone conversations with your customers.

To help me discuss this topic, I’d like to welcome Ryan Johnson, Chief Product Officer at CallRail.

As the voice of the customer becomes increasingly important in driving business success, companies are recognizing the need to optimize and personalize every touchpoint along the customer journey. From initial awareness and consideration to purchase and post-purchase support, every interaction matters and can make or break a customer's loyalty and advocacy.

Today we’re going to talk about customer journey management - how to do it well, how to measure success, and how to improve it over time.

To help me discuss this topic, I’d like to welcome Stacy Sherman, Founder & Chief Customer Officer at Doing CX Right.

Recently, Zenni Optical, the world's leading online eyewear retailer with more than 50 million frames sold worldwide, chose the Algolia AI Search platform to improve its customer experience and elevate its position as a leading destination for online prescription eyewear. This change helped contribute to a 34% surge in search revenue, amongst other benefits.

Today we’re going to talk about the power of search in improving the customer experience and generating greater revenue.

To help me discuss this topic, I’d like to welcome David Ting, CTO at Zenni Optical.

Today we’re going to talk about the ethical use of AI, and how the concept of left-brain/right-brain AI can give businesses the best of all things, by helping them to create great customer experiences that are valuable to the business, while using AI in a responsible way.

To help me discuss this topic, I’d like to welcome Peter van der Putten, Director AI Lab at Pega.

There is a lot of talk about headless, composable, MACH, and the like these days. And I can say from personal experience that there are many instances where they are the perfect fit. But, as with any technology solution, it’s not always a one size fits all. Sometimes headless isn’t the right fit, or a more nuance approach is needed.

Today we’re going to talk about this as well as how low-code or no-code solutions can help teams make the most of their website redesign.

To help me discuss this topic, I’d like to welcome Liz Spranzani, Chief Technology Officer, EVP of Technology at Verndale.

Algolia, the world’s only end-to-end AI SEarch and Discovery platform, powering over 1.75 trillion search requests a year, has made some exciting announcements hear at the NRF show.

Today we’re going to talk about two of these announcements, and how AI-powered search and discovery to build dynamic, customer-centric e-commerce experiences.

To help me discuss this topic, I’d like to welcome Bernadette Nixon, CEO of Algolia.

Eagle Eye have recently released their new retail marketing guide, Omnichannel Retail: How to Build Winning Stores in a Digital World and in it there are a number of insights about the state of retail marketing. Today we’re going to talk about a few of the insights in the report, including how contextual personalization and an omnichannel approach are becoming more important in the physical and digital retail environments.

To help me discuss this topic, I’d like to welcome Sarah Jarvis at Eagle Eye Solutions.

Today we’re going to talk about building better customer relationships while optimizing the customer lifetime value, to the benefit of both customers and brands.

To help me discuss this topic, I’d like to welcome Neil Hoyne, Chief Strategist at Google and best selling author of the book Converted: The Data-Driven Way to Win Customers’ Hearts.

Recent consumer research by Sinch MessageMedia showed that 32% of customers expect an immediate response when they contact your business, and many brands are simply not equipped to handle that at scale. Today we’re going to talk about the importance of speed of communication when optimizing the customer experience.

To help me discuss this topic, I’d like to welcome Doug Rubingh, President US & UK at Sinch Message Media.