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

Oct 22, 2025

35:20

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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