Builders Wanted

This episode features an interview with Jim Jackson, Executive Vice President & Chief Marketing Officer for Hewlett Packard Enterprise. He oversees all aspects of marketing for HPE with an emphasis on accelerating the digital transformation of the company to be the Edge-to-Cloud Platform-as-a-Service company. Jim has more than 25 years of IT industry experience and is passionate about the use of technology to inform a customer-centric, data-driven, and digital-first marketing approach across all areas of the business.In this episode, Kailey sits down with Jim (who subsequently announced his intention to retire from HPE at the end of October 2024) to discuss the importance of a customer-first approach, principles for responsible AI adoption, and implementing the right infrastructure for a seamless customer experience.-------------------Key Takeaways:Improving productivity and enhancing customer interactions requires extensive customer data and AI to create predictive models for targeted marketing.HPE follows core principles for ethical AI, focusing on privacy, human rights, inclusivity, responsibility, and robustness to guide their AI initiatives.Marketers can enhance customer experience through personalized, seamless interactions and leveraging real-time data for efficient communication across all touchpoints.-------------------“It's like going to the doctor's office and you fill out the forms and it's like, ‘Come on. It's a digital world, I should be able to give you all of this one time.’ At the end of the day, our enterprise customers want a lot of the consumer experience that they get in their daily lives. They want it more automated. They don't want to have to integrate multiple different ecosystem partners. They expect that the experience from HP will be as simple as their everyday lives.” – Jim Jackson-------------------Episode Timestamps:‍*(02:40) - Jim’s career journey*(05:49) - Trends impacting customer experience*(09:12) - HPE’s AI principles*(24:17) - Challenges on the customer engagement journey*(34:41) - Who Jim thinks is doing it right in terms of customer engagement‍*(39:25) - Jim’s recommendations for upleveling customer experience strategies-------------------Links:Connect with Jim on LinkedInConnect with Kailey on LinkedInLearn more about Caspian Studios-------------------SponsorGood Data, Better Marketing is brought to you by Twilio Segment. In today’s digital-first economy, being data-driven is no longer aspirational. It’s necessary. Find out why over 20,000 businesses trust Segment to enable personalized, consistent, real-time customer experiences by visiting Segment.com Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

This episode features an interview with Dan Levi, Executive Vice President and Chief Marketing Officer of Clear Channel Outdoor. He leads the organization’s marketing strategy and connects brands and consumers through innovative advertising insights and solutions. Prior to joining Clear Channel Outdoor, Dan held positions at Captivate, Zoom Media, Monster Worldwide, and MTV. He has a proven track record of driving significant revenue growth, developing brands, and creating opportunities for B2B and B2C organizations.In this episode, Kailey and Dan discuss understanding consumer journeys, the role of out-of-home advertising in driving conversions, and the need for adaptability to optimize brand performance.-------------------Key Takeaways:Balancing technological advancements like AI with the inherently human aspect of marketing, ensures that relationships and trust with customers remain central to marketing strategies.With consumers now relying on digital tools for navigability, advertisers should consider journeys and audience behaviors rather than just proximity to locations. When out-of-home advertising is combined with other channels, marketers are able to drive performance, brand awareness, and direct conversions.-------------------“Advertising, especially one that is such a local business, people, relationships, they're really important. I think there is a very big risk in trying to move too fast to embrace automation in a way that undermines the strength that we have. Which is we have people on the ground, in our local markets, working with our customers.” – Dan Levi-------------------Episode Timetamps:‍*(02:49) - Dan’s career journey*(05:38) - Trends impacting customer experience*(21:05) - The role of AI in Clear Channel’s strategy *(30:21) - Challenges on the customer engagement journey*(35:33) - How Dan defines “good data”‍*(42:14) - Dan’s recommendations for upleveling customer experience strategies-------------------Links:Connect with Dan on LinkedInConnect with Kailey on LinkedInLearn more about Caspian Studios-------------------SponsorGood Data, Better Marketing is brought to you by Twilio Segment. In today’s digital-first economy, being data-driven is no longer aspirational. It’s necessary. Find out why over 20,000 businesses trust Segment to enable personalized, consistent, real-time customer experiences by visiting Segment.com Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

This episode features an interview with Mark Boothe, Chief Marketing Officer at Domo. Previously, Mark spent more than a decade working in Customer Relations and Marketing at Adobe, and worked at Instructure as the Senior Director of Customer Marketing. At Domo, he is responsible for driving business growth through marketing initiatives.In this episode, Kailey sits down with Mark to discuss how community can improve LTV and your bottom line, the role of AI in ensuring customer data security and privacy, and the importance of listening to customer feedback.-------------------Key Takeaways:Investing in customer-centric initiatives like community engagement and customer success programs is pivotal to reducing churn.AI can provide quick insights to business users without requiring deep technical expertise, but it’s important to use data responsibly and securely to drive business decisions.Building a strong community is a critical element of the customer experience strategy.-------------------“At the end of the day, it all comes back to are your customers successful and are they getting value out of your product? I think that too often, not only marketers, but companies in general can get shortsighted by the sale. You get them to a deal and then you're good. No, that's when the real work actually happens.” – Mark Boothe-------------------Episode Timestamps:‍*(02:32) - Mark’s career journey*(07:36) - The importance of community in customer retention*(16:22) - Leveraging AI and data for business insights*(21:24) - Challenges in creating great customer experiences*(29:46) - How Mark defines “good data”‍*(35:10) - Mark’s recommendations for upleveling customer experience strategies-------------------Links:Connect with Mark on LinkedInConnect with Kailey on LinkedInLearn more about Caspian Studios-------------------SponsorGood Data, Better Marketing is brought to you by Twilio Segment. In today’s digital-first economy, being data-driven is no longer aspirational. It’s necessary. Find out why over 20,000 businesses trust Segment to enable personalized, consistent, real-time customer experiences by visiting Segment.com Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

This episode features an interview with Tom Studdert, Senior Vice President of Customer Experience at Payscale. Tom has extensive experience in customer experience, education, and leadership development. Prior to Payscale, he held leadership roles at ZoomInfo and DiscoverOrg, overseeing customer onboarding, education, support, and employee training. Tom also worked in higher education at Texas Christian University and University of Southern California, focusing on student development and orientation programs.In this episode, Kailey and Tom discuss parallels between education and customer experience, mapping the customer journey and maturity curve, and strategies for measuring adoption.-------------------Key Takeaways:Mapping the customer journey can reveal gaps and opportunities for enhancing the customer experience, leading to better retention and satisfaction.AI and other technologies can provide tailored experiences and support, thereby meeting customers' demands for immediate and personalized help.Making informed decisions requires various data sets to drive customer experience strategies and effective outcomes for customers.-------------------“That individual experience of that customer are how I think we're going to meet the needs of each customer. As opposed to just saying, ‘We offer a best-in-class customer experience.’ We do, but we offer a best-in-class customer experience for this customer, which is different from this customer, which is different from this customer.” – Tom Studdert-------------------Episode Timestamps:‍*(02:18) - Tom’s career journey*(04:21) - Trends impacting customer experience*(13:29) - Mapping the customer journey and maturity curve*(19:59) - How Tom defines “good data”*(27:00) -  Strategies for measuring adoption‍*(39:50) - Tom’s recommendations for upleveling customer experience strategies-------------------Links:Connect with Tom on LinkedInConnect with Kailey on LinkedInLearn more about Caspian Studios-------------------SponsorGood Data, Better Marketing is brought to you by Twilio Segment. In today’s digital-first economy, being data-driven is no longer aspirational. It’s necessary. Find out why over 20,000 businesses trust Segment to enable personalized, consistent, real-time customer experiences by visiting Segment.com Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

This episode features an interview with Gino Palozzi, Chief Marketing Officer at DailyPay. Gino is a B2B marketing executive with experience in developing go-to-market strategies and leading transformation across organizations – both large and small. Prior to DailyPay, he led marketing for software and services divisions at Dun & Bradstreet, g2o, Cisco, and IBM.In this episode, Kailey sits down with Gino to discuss process over technology, who should be setting AI guidelines, and why B2B is becoming more like B2C.-------------------Key Takeaways:Effective marketing starts with detailed customer insights and a clear mapping of their decision-making processes.Successful data and tech implementation must be preceded by well-defined processes. Without the foundational process, technology alone cannot resolve data integrity issues.If you over-govern new technologies, you’re stifling innovation. Instead, gather insights from practical uses of data to understand customer needs and tailor services better.-------------------“Certain groups and people came in and said, ‘Oh yeah, all this [AI] is normal to me. This is how I grew up in front of a screen or with the internet.’ Why have folks that aren't as comfortable setting these governances in place that are going to restrict the possibilities? It's more of the governance and the processes of what to do and not to do.” – Gino Palozzi-------------------Episode Timestamps:‍*(02:23) - Gino’s career journey*(08:50) - Trends impacting customer experience*(20:48) - How marketers can avoid overbuilding AI processes *(25:17) - How Gino defines “good data”‍*(34:53) - Gino’s recommendations for upleveling customer experience strategies-------------------Links:Connect with Gino on LinkedInConnect with Kailey on LinkedInLearn more about Caspian Studios-------------------SponsorGood Data, Better Marketing is brought to you by Twilio Segment. In today’s digital-first economy, being data-driven is no longer aspirational. It’s necessary. Find out why over 20,000 businesses trust Segment to enable personalized, consistent, real-time customer experiences by visiting Segment.com Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

This episode features an interview with Guneet Singh, Vice President of Customer Experience and Care at AppFolio. Prior to AppFolio, Guneet built customer experience, research operations, and business transformation functions to enable scale and meet the hyper-growth needs of companies like DocuSign, GE, and ADP. Today, he leads AppFolio’s CX strategy, building and driving sustainable experiences for consumers and businesses by accelerating value realization.In this episode, Kailey and Guneet discuss the role of customer experience in an organization, implementing effective feedback loops, and balancing AI and human interaction.-------------------Key Takeaways:We can use AI to provide instant resolutions to customers. In turn, freeing up agents to have meaningful and empathetic interactions with customers.However, AI isn't a magic tool. You have to understand which tasks are low risk enough to automate and grow from there.AI also allows customers to get support through LLMs while your agents create emotional connections with customers.-------------------“Same agent who was going to provide that instant resolution to the customer now is free or is available to now drive more empathy on the high complex or high painful experience. There are tasks which are highly emotional because we don't give our agents enough time to show empathy or to engage in a very emotional way with the customer. You're creating the time for them.” – Guneet Singh-------------------Episode Timetamps:‍*(02:51) - Guneet’s career journey*(07:14) - Trends impacting customer experience*(18:33) - The role of customer experience in an organization*(24:12) - Balancing AI and human interaction*(41:17) - How Guneet defines “good data”‍*(46:24) - Guneet’s recommendations for upleveling customer experience strategies-------------------Links:Connect with Guneet on LinkedInConnect with Kailey on LinkedInLearn more about Caspian Studios-------------------SponsorGood Data, Better Marketing is brought to you by Twilio Segment. In today’s digital-first economy, being data-driven is no longer aspirational. It’s necessary. Find out why over 20,000 businesses trust Segment to enable personalized, consistent, real-time customer experiences by visiting Segment.com Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

This episode features an interview with Llibert Argerich, Chief Marketing Officer at Thumbtack where he leads the company’s marketing, brand, and communication teams. Llibert has nearly 20 years of experience at high-growth marketplace businesses, holding leadership roles at Udemy, eBay, and Expedia Group. In this episode, Kailey sits down with Llibert to discuss the challenges of building a frictionless customer journey, the need for human interventions in AI, and how cross-functional teams help drive the holistic customer experience.-------------------Key Takeaways:While AI can’t replace all interactions, it can improve efficiency and productivity by delegating tasks to conversational AI that can accelerate solutions to customer problems.Marketing cannot be separate from product experience and customer value. Enhanced product market fit goes hand-in-hand with higher return on investment Chief Marketing Officers should also think of themselves as Chief Customer Officers. They are accountable for all marketing levers and demand that drives customer experience.-------------------“Thanks to the computational power, to AI, to the technology advancements, we can go down to one-on-one. Using everything we know about them, all the data they volunteer, all the data that we capture through their interactions with our products, and personalizing their experience for them to exactly what they need and where they are in their journey.” – Llibert Argerich-------------------Episode Timestamps:‍*(02:19) - Llibert’s career journey*(05:00) - Trends impacting customer experience*(07:41) - How Thumbtack is leveraging AI*(17:44) - The biggest challenge in building a frictionless customer experience*(24:27) - How Llibert defines “good data”*(38:53) - Who’s doing it right in terms of customer experience‍*(44:20) - Llibert’s recommendations for upleveling customer experience strategies-------------------Links:Connect with Llibert on LinkedInConnect with Kailey on LinkedInLearn more about Caspian Studios-------------------SponsorGood Data, Better Marketing is brought to you by Twilio Segment. In today’s digital-first economy, being data-driven is no longer aspirational. It’s necessary. Find out why over 20,000 businesses trust Segment to enable personalized, consistent, real-time customer experiences by visiting Segment.com Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

This episode features an interview with Glenn Vanderlinden, Co-founder and Lead Solution Architect at Human37. Glenn has over a decade of analytics experience and has held various roles at Semetis including Executive Director of Technical Operations and Services, and worked as a Business Analyst at Deloitte. Today, Glenn helps organizations drive business results by leveraging customer data. In this episode, Kailey and Glenn discuss bridging departments to create a consistent customer experience, focusing on the boring parts of AI to drive results, and making the most of customer data with a flexible enterprise.-------------------Key Takeaways:Creating a consistent and coherent customer journey requires communication between departments and the bridging of tech stacks.Without a Chief Data Officer in place when implementing AI, garbage in, garbage outwill result at an unprecedented scale because everything is over automated.Ensuring you have the right structure and processes in place for AI may seem boring, but it’s essential if you want the tech to work for your business.-------------------“If you want to start with personalization, if you want to start with data or upgrade, whatever you have, start with use cases. Verify what you need in order to bring them to life. Be specific about the requirements. Take into account privacy, consent, data minimization. But, the user story is so important because otherwise you might end up with data that has no use case.” – Glenn Vanderlinden-------------------Episode Timestamps:‍*(03:10) - Glenn’s career journey*(06:06) - Trends impacting marketing and customer engagement*(11:51) - Glenn’s take on flexible enterprises*(18:47) -  AI use cases*(25:58) - How Glenn defines “good data”‍*(40:22) - Glenn’s recommendations for upleveling customer data strategies-------------------Links:Connect with Glenn on LinkedInConnect with Kailey on LinkedInLearn more about Caspian Studios-------------------SponsorGood Data, Better Marketing is brought to you by Twilio Segment. In today’s digital-first economy, being data-driven is no longer aspirational. It’s necessary. Find out why over 20,000 businesses trust Segment to enable personalized, consistent, real-time customer experiences by visiting Segment.com Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

This episode features an interview with Shannon Duffy, Chief Marketing Officer at Asana. Shannon leads global marketing efforts, including corporate, product, growth, revenue, and engagement. Prior to Asana, she held the role of Executive Vice President Cloud and Industry Marketing at Salesforce where she guided messaging, experiences, and go-to-market strategy for their flagship products. Shannon is a technology marketing veteran who has held leadership positions in the industry since 2003. In this episode, Kailey sits down with Shannon to discuss how Asana is building the future of work with AI workflows that complement a deeply human customer experience. From AI to human hand-offs to prescriptive use cases that delight customers, we discover how Asana has harnessed the power of good data to fuel it all.-------------------Key Takeaways:Making a B2B buying decision is complex. Having human and data touch points working together provides an excellent customer experience for B2B buyers.For companies like Asana, AI can identify a signal, create a workflow for the right salesperson, and start the customer interaction much faster. Creating a culture of data within teams helps ensure marketing tactics are performing and resonating well with customers.-------------------“It's really important to me that my teams have a culture of data. How is that woven into the fabric of our marketing work? It's not just enough to do, you have to make sure it is performing and you have to make sure it is resonating with your customers. It's not just like, ‘Did this do well or did it not?’ If it's not doing well, it's not resonating with their customers.” – Shannon Duffy-------------------Episode Timestamps:‍*(02:56) - Shannon’s career journey*(05:36) - Trends impacting marketing and customer engagement*(11:55) - How Asana is testing AI and the customer journey*(17:01) - How Shannon defines “good data”*(27:05) - Changes in customer engagement in the next 6 to 12 months‍*(32:35) - Shannon’s recommendations for upleveling customer experience strategies-------------------Links:Connect with Shannon on LinkedInConnect with Kailey on LinkedInLearn more about Caspian Studios-------------------SponsorGood Data, Better Marketing is brought to you by Twilio Segment. In today’s digital-first economy, being data-driven is no longer aspirational. It’s necessary. Find out why over 20,000 businesses trust Segment to enable personalized, consistent, real-time customer experiences by visiting Segment.com Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

This episode features an interview with Gabrielle Boko, Chief Marketing Officer at NetApp. Gabrielle has over 22 years of experience in technology marketing, connecting customer success to innovative experiences in software applications and cloud services, digital strategy and marketing, customer storytelling and experience, AI and Big Data and funnel management. Prior to NetApp, she led organizational transformations and built high impact teams for companies like HPE, Sage, SAP and Cognos.In this episode, Kailey and Gabrielle discuss AI as a competitive differentiator, NetApp’s brand refresh and the sustainability of AI.-------------------Key Takeaways:Championing data security and bias reduction in AI helps us be more responsible with tech and become better humans.When customers are at the center, we can advance things like sustainability and ethics without sacrificing other areas where we need to be successful.Customers don’t like brands to make quick assumptions about them. They want effortless interactions they can see value in.-------------------“Customers are looking for simplicity. They're looking for simplicity and engagement. I think digital has already elevated that. Adding AI on top of digital allows us to take simplicity to a new level. Which is reduction of costs or how to think about content in a really personal way.” – Gabrielle Boko-------------------Episode Timestamps:‍*(02:38) - Gabrielle’s career journey*(09:54) - AI’s impact on sustainability*(16:15) - The biggest challenge of building a best in class customer experience*(19:38) - How Gabrielle defines “good data”*(22:02) - Gabrielle dives into NetApp’s rebrand*(41:01) - Changes in customer engagement in the next 6 to 12 months-------------------Links:Connect with Gabrielle on LinkedInConnect with Kailey on LinkedInLearn more about Caspian Studios-------------------SponsorGood Data, Better Marketing is brought to you by Twilio Segment. In today’s digital-first economy, being data-driven is no longer aspirational. It’s necessary. Find out why over 20,000 businesses trust Segment to enable personalized, consistent, real-time customer experiences by visiting Segment.com Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.