Data Radicals

Using AI to Revolutionize CX with Michael Olaye, EVP & Managing Director at Hero Digital

Jan 8, 2025

39:18

Any digital marketing leader will tell you that data and marketing strategies go hand-in-hand. In this episode, Michael Olaye, EVP and Managing Director of Hero Digital, shares his journey and practical strategies for success, drawing from his career path that began with door-to-door job hunting and led to spearheading major digital initiatives.

Michael emphasizes the central role of data in digital marketing, from informing internal business decisions to enhancing customer experiences, and discusses the dual focus of AI in driving internal efficiency while offering robust public-facing tools.

He highlights the critical interplay between data governance and AI ethics, stressing the importance of businesses being 'AI ready.' By exploring customer journeys and leveraging data for innovation, Michael demonstrates how insights can shape product development and business strategies.

As a forward-thinker, he shares his enthusiasm for emerging technologies like learning agents and multimodal models, envisioning a transformative future for business operations. Through candid anecdotes and expert advice, Michael delivers actionable insights on harnessing data and AI to drive innovation and customer satisfaction.

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“Some clients do not know that they're sitting on gold, they do not know that. They have tons of data that they've never done anything with and then they focus on the most simplistic things: media, SEO, social media content, website content. Then you come in and you're like, ‘Hey, we can help your customer service be more efficient by understanding how the data, how long it takes a call to go through. We can help you process products more better by understanding the transaction from seeing something online to going in store, to buying it, to returning it.’ Looking at those data sets and seeing patterns or bringing them together to see journeys, that's where the secret lies.” – Michael Olaye

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Time Stamps

*(03:37): How Michael uses data for customer experience

*(11:39): AI in marketing today: The role of data

*(20:54): The dangers of bad data in AI

*(23:30): How do you find high-value data?

*(30:17): Understanding data and the brand-loyalty debate

*(38:16): David’s takeaways

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Sponsor

This podcast is presented by Alation.

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