Customer Smarts

Apr 29 2024 1

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

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Unlock Larger Investment into Customer Experience - Yvette Mihelic, Director of CX

Jan 28 2024 35 mins

Some executives can’t get past seeing CX as a cost. Yvette provides some amazing insight on how you can get them to see differently and unlock far bigger CX budgets.

AI + Behavioural Science to Prevent Customer Loss - Libby Dale Marketing AI Expert

Nov 26 2023 27 mins

In most companies between 10-30% of customers are at risk of leaving. Libby explains how they are combining AI + Behavioural Science to prevent customer loss.

How to Design Customer Intelligence - with Vida Asrina Dhulst

Nov 13 2023 35 mins

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 become more customer centric and have a vision/strategy/program to do so, but are strug

How Web 3 will make our lives easier - with Mathew Sweezey

Oct 30 2023 35 mins

We explore how the next version of the internet will be far more seamless and intuitive for customers.

Nailing Omnichannel Experiences - with Danny Phillips Global Top 50 CX Influencer

Oct 09 2023 34 mins

We explore the imbalance of acquisition vs retention, how to deliver consistent CX across an omnichannel experience, delivering personalisation at scale and viewing your customers as an asset.

Why Chief Customer Officers are replacing CMO’s with Shaden Mohamed ex Expedia & Google

Sep 25 2023 32 mins

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 perspective into what has driven the need for this role and cleared up the key differe

What football can teach us about customer experience management

Sep 11 2023 13 mins

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 and ideas on how a high performance culture operates. These principles can help you en

More Episodes

Customer Smarts

By Customer Smarts

Innovating Coffee – Nicholas Lee ex Philips & Saeco

How to predict customer needs – Pete Avery ex Verizon, O2, Suncorp

Smarter ways to drive customer growth - with Gareth Begent ex Adobe and Foxtel