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This podcast discusses CX transformation with those who enact customer experience change for the world’s leading brands. We’ll be hosting a wide variety of speakers from across the whole world of CX – giving you on-the-ground strategic advice and best practice from experts both within Merkle, and drawn from further afield. Discussions will take in all things data, tech, strategy, analytics, creative and more - giving you the ideas and know-how that you need to develop transformational, data-driven customer experience management practices for your brand.
26 Episodes
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So, you’ve started generating demand, what’s next? It doesn’t stop at data capture. In this episode, host Henry Neathey is joined by Merkle B2B’s Senior Manager of Client Services, Brad Yost, and Senior Director Analytics, Anto Inigo, to discuss the role of analytics to help inform what should happen post-demand generation and how to connect it with pipeline revenue. In this conversation we cover the following topics: What elements and integrations you need to have in place to be ...
Host Henry Neathey is joined by Head of Content Solutions EMEA & LATAM at LinkedIn, Jonathan Palmer, Global CMO at Mediaocean, Aaron Goldman, and Head of B2B Performance Media, VP at Merkle B2B Laura Pierce, to discuss what great media partnerships look like and how cross-collaboration builds momentum in demand generation experiences. In this conversation we cover the following topics: The importance of tapping into partners’ key capabilities and insights around yo...
Host Henry Neathey is joined by Head of Programmatic, Data & Analytics, Tim Lamble, and Senior Director of Customer Strategy, Caitlin Olmsted, to discuss how to set your teams up for full marketing-to-sales success. The key is to build connected experiences all the way from paid media activation, to nurture, right through to sales enablement, and in this episode, we’ll find out how. In this conversation we cover the following topics: How to adapt with changing cons...
Merkle B2B presents the first episode in our 4-part series “Demand Generation Connected”; your blueprint for building best-in-class demand generation experiences. Meet your host Henry Neathey, Client Director at Merkle B2B who has 10 years of experience building demand generation experiences for B2B brands and knows a thing or two about connecting brand with demand. In each episode, we’ll hear from industry-leaders across Merkle, dentsu and agency partners who will give their expert adv...
In the first instalment of our CX imperatives podcast series, join Az Raj, Ross Whalley and David Barker as they discuss the first of Merkle’s three CX imperatives, expanding the vision for customer data. How will the customer data landscape change be it now or in the future? What does it mean to be data-driven and how is technology adapting to support the fully connected customer-data ecosystem? Find out more in this episode of Merkle Connected.
In this latest episode, we discuss current trends in the b2b world and how to deliver the experience that B2B buyers are now expecting. Featuring Nick Hague, Sharon Curr & Tom Percival, they discuss how quickly the B2B world is changing and what technology businesses need to adopt to deliver a powerful experience.
In this episode join Benoit Soucaret, Niyi Duro-Emanuel, and Pete Markey as they explore the importance of understanding how your brand is perceived in your consumer's mind, and how to use data creatively to enhance the customer experience.In this episode we will cover:What does customer experience mean to you?Reaching emotional engagement and commitment among customersMatching customers' values and the role of communityEmployee Experience (EX) vs Customer Experience (CX) across touchpoints a...
In this episode join Benoit Soucaret, Mark Atkinson, Laura Pierce, and Shaun McCran as they uncover the challenges faced by B2B brands today and how they can cut through the noise to succeed.In this episode we will cover:· What does B2B Commerce mean? · How should B2B brands think about approaching Commerce to succeed? · What can B2B brands learn from how B2C brands execute experience and commerce? ·&...
Join Benoit Soucaret, Alex Hamilton, and Kris Hunt as they explore how brands can leverage the Metaverse to create new commerce experiences and build communities. In this episode we will be discussing:Where the Metaverse exists today, and where will it be heading.Is the Metaverse: the future of commerce, a real profit-making venture, or a false hope? Where we see opportunities, and how brands can get started.Examples of brands who are innovating in the Metaverse.
Welcome to our Field of Visions series where we will share forward thinking perspectives around the future of customer experience. Join us and learn how industry experts achieve desired outcomes, exceed customer expectations, and shape long term loyalty in a human centric way.In the first episode Benoit Soucaret and Sam Mansfield discuss how to foster innovation in your working practices to enable innovation on behalf of the customer. They will cover: · Wha...
Join us for an insightful post-Dreamforce 2023 conversation as we delve into the exciting world of AI and trust-building in the dynamic partnership between dentsu and Salesforce. Azlan Raj, the CMO of dentsu, and Jo Pettifer, VP of Marketing at Salesforce, come together to explore how each organization is shaping the future with AI. In this podcast, we’ll explore: - Highlights from Dreamforce 2023.- Using AI to enha...
As customer expectations rise, it's not enough that today's organisations invest heavily in data and technology solutions to keep pace. Business leaders must also explore a change in cultural mindset if they're to deliver ongoing, sustainable, value from this expenditure. Niyi Duro-Emanuel, Strategy & Transformation Lead SVP Merkle UK speaks to Neil Westlake-Guy, VP Transformation Merkle UK, Mark Clydesdale, VP Transformation Practice Lead Merkle UK discuss.
Voice search presents a huge and often untapped opportunity for brands to add more value and gain more visibility. Tune into this episode with Jade Symons and Anouska Bertram as they explore Alexa Flash Briefings and how they can benefit brands.
In our latest episode, join Mike Wells and Ruth Bucknell as they discuss the importance of adding ‘conscious' friction to the customer experience. In a world where the customer journey is so seamless and ‘frictionless’, why do we need ‘conscious' friction?In this episode we will be discussing:The value of ‘conscious friction’ within the customer experience?Why brands need to become more customer-centricIndustry examples of good and bad friction?
In this episode we will be discussing: * What “Shift” is about and some of the themes it will cover* What were some of the challenges faced during the process of putting the book together?* What does it mean to say “don’t confuse motion, with progress”?
Listen to film editor, Amy Daneels and photographer, Ian Treherne discuss their stories, working with a disability and what their most recent work on the Irwin Mitchell ‘Human Touch’ campaign was like. Joining these two are Irwin Mitchell’s Director of Marketing & Propositions, David Ward and gyro’s Executive Creative Director, Jason Fletcher.
In this episode we will be discussing:* How do we move away from vanity metrics into something more strategic?* What are the unintended consequences for businesses on measuring the wrong thing?* How do we understand which insights can be transformational? * What role does measurement play in helping to fuel experiences for businesses and how can data be used?
In this episode we will be discussing:• What is customer experience? • How can marketers manage a great customer experience• What is the CX challenge for companies? • Some examples of winning experiences
Do you have a well-formed identity strategy? In this podcast you will discover the fundamentals of identity, the benefits of mastering customer identity and how, when you get this right, first-party data can be utilised to deliver a truly personal customer experience
In this episode we will be discussing:• How can organisations successfully bring their digital and CRM teams together? • What role does organisational change play in the successful adoption of new technology?• How can companies ensure they are selecting the right technology?
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