The Future of Commerce Podcast

Welcome to The Future of Commerce Podcast, here's what you can expect.

As summer vacations begin, we’ll be taking a quick break over the summer as well to prepare for the second half of the year. In the meantime, feel free to catch up on any episodes you haven’t tried so far, or re-listen to one of your favorites. Plus, you can always find great articles on the topics we get our inspiration from on our site, www.future-of-commerce.com. Stay safe, and we’ll talk soon!

We want to take the steps to improve our digital customer experience, but how do we take a step back and understand what we need to improve? You’ll recognize today’s guest from our previous episode "Above The Fold: Key commerce trends you need to know" Branwell Moffat is the Director of CX Consulting at KPS Digital. We took the chance to dive deeper with Branwell into how we can get a better understanding of where we’re at digitally as a company, so that we can truly prioritize where we should focus our customer experience efforts. Branwell outlines how they do this with their customers, but more importantly what things we can do on our own. Presented by The Future of Customer Engagement and Experience (www.the-future-of-commerce.com), where you can find our section of information dedicated to leadership, data, and current news around COVID-19.

For thousands of years now, people have been selling things to each other. We’ve only been selling to each other digitally for about 40 of those years. Yet just over the last four months due to COVID 19 and life shifts we’ve all made because of it, digital commerce has seen years worth of growth in four months. We’re using this episode to help you take a pause from the day to day madness of digital commerce and reflect on what’s going on to try get a better understanding of where it’s headed so you can prepare. To discuss the key trends in digital commerce today, we gathered three extremely valuable perspectives: - Branwell Moffat, Director of CX Consulting at KPS Digital - Kaleigh Moore, Co-Founder of Lumen Ventures - Riad Hijal, Head of Commerce Strategy and Product Management at SAP Presented by The Future of Customer Engagement and Experience (www.the-future-of-commerce.com), where you can find our section of information dedicated to leadership, data, and current news around COVID-19. *Statistics referenced from "COVID-19 Commerce Insight" an Emarsys initiative in cooperation with GoodData

Every business has been affected in some way over the last two months, but none more so than Healthcare. Not only from the perspective of the phenomenal workers administering care, but from the leaders having to make decisions on how to run the business to best serve patients and workers. Decisions which aren’t easy, but can be made more effectively when have an idea of those patients and workers’ feelings and immediate needs. We continue our series on leadership during uncertainty as Jennifer Wright provides great insight on the impact of customer experience in healthcare, and how she’s adjusting her strategies to be as effective as possible for customers and the business. Jennifer is the Director of Experience Analytics at Magellan Health, which is known for it's expertise in complex healthcare challenges, where she’s leading a massive transformation of the CX program, overhauling the approach to customer analytics and setting new corporate standards and governance. Presented by The Future of Customer Engagement and Experience (www.the-future-of-commerce.com), where you can find our section of information dedicated to leadership, data, and current news around COVID-19.

We continue our series on leadership during uncertainty. When things become uncertain, what’s the first thing we look for? Answers. We’ll look anywhere, online on forum websites we’ve never heard of, over the phone talking to an agent we don’t know, or on the driveway talking to a neighbor we don’t like. How do you ensure exceptional service to answer those questions not only in times of uncertainty, but in any situation? Rosetta Lue joins me to share her personal experience. Rosetta is Principal Consultant at GovCXP, and has served as Chief Customer Experience Officer for the City of Philadelphia as well as Senior Executive at the US Department of Veteran Affairs. Presented by The Future of Customer Engagement and Experience (www.the-future-of-commerce.com), where you can find our section of information dedicated to leadership, data, and current news around COVID-19.

As we continue to navigate the new norm of social distancing and remote work, one thing hasn’t changed. We have to eat. Brush our teeth. Wash our hands and do all these things which still require grocery shopping. This need to shop, mixed with the need to stay parked on your couch, has quickly changed the grocery industry. Bill Bishop, Chief Architect at Brick Meets Click, provides insight on the evolving world of grocery. If you don’t know Bill, his day to day at Brick Meets Click focuses on analyzing the forces driving change in food and grocery retailing and providing practical guidance on how to respond effectively. He was the Vice President of Research at the Supermarket Institute (now FMI), founded Willard Bishop Consulting and led major studies on new store formats, pricing strategy, direct store delivery, and loyalty marketing. Presented by The Future of Customer Engagement and Experience (www.the-future-of-commerce.com), where you can find our section of information dedicated to leadership, data, and current news around COVID-19.

Supply chain, work from home reality, crisis management: Highlights and valuable insights from the week of March 27, 2020. David Valejo, VP of Digital Business Planning at SAP discussed Amanda Magee, Principal at Trampoline Design, shares how her business has been affected by COVID-19 and provides insight on how they've pivoted how they work to continue to provide customers with the service they need. Stephanie Thum, Founding Principal at Practical CX, shares her personal experience of effective communication as we continue our series on leadership during uncertainty. Presented by The Future of Customer Engagement and Experience (www.the-future-of-commerce.com), where you can find our section of information dedicated to leadership, data, and current news around COVID-19.

Communication…a task that seems like a simple thing to do. But iIn the workplace, 57% of employees report not being given clear directions and 69% of managers are not comfortable communicating with the employees in general according an Interact study. Add in a business crisis that’s grabbing your attention in 20 other areas while employees are looking for direction and real insight, and communication becomes even more important! But how do we do it? Stephanie Thum joins to share her personal experience of effective communication as we continue our series on leadership during uncertainty. Stephanie was leading CX during a time of crisis for a government agency during a high-profile, targeted political shutdown that involved a six-month stoppage of service to customers. She’s currently the Founding Principal at Practical CX, and actually provided the inspiration for this series. Find her on Twitter: @stephaniethum or on Instagram: @sthumCX. Presented by The Future of Customer Engagement and Experience (www.the-future-of-commerce.com), where you can find our section of information dedicated to leadership, data, and current news around COVID-19.

The first episode in our new series on "Leadership During Uncertainty", Amanda Magee, Principal at Trampoline Design, shares how her business has been affected by COVID-19 and provides insight on how they've pivoted how they work to continue to provide customers with the service they need. Amanda can be found on Twitter and Instagram as @amandamagee, neither is specifically focused on business, but both reinforce her commitment to truth, purpose, and irreverence. Presented by The Future of Customer Engagement and Experience (www.the-future-of-commerce.com), where you can find our section of information dedicated to leadership, data, and current news around COVID-19.

When COVID-19 began, there was a discussion about the humanitarian and business impacts. Back then, the world was still divided between downplaying the crisis and creating excessive panic. Now the impact is undisputed, and from a supply chain perspective, all of this adds up to a host of new challenges. David Valejo, VP of Digital Business Planning at SAP joins to discuss the origin of COVID-19 related supply chain challenges, and solutions moving forward. Presented by The Future of Customer Engagement and Experience, where you can find our section of information dedicated to leadership, data, and current news around COVID-19.

This episode we get to explore the exciting frontier lying ahead of deodorant, chainsaws and yogurt. Your first thought is probably, “that sounds like a normal morning for me”, in that case, props to you, thanks for joining us in the Pacific Northwest! But seriously, what exciting frontier lies ahead of deodorant, chainsaws and yogurt? The Direct to Consumer frontier. Companies that provide goods traditionally bought through a store, are realizing the opportunity to grow their market share and revenue, by going straight to the people who buy their products. To help me decipher the Direct to Consumer world is Charles Nicholls, a seasoned entrepreneur and software executive specializing in eCommerce, marketing and AI/Machine learning. Presented by The Future of Customer Engagement and Experience, providing thought leadership and analysis on topics both consumer-facing and business-to-business, from sales, marketing, customer experience, data management, and more.

There are 27 emotions we can experience. That’s 27 different ways to label one moment, making it crucial to get it right. But when building out marketing plans, do you take that into consideration? We discuss how emotion is a requirement of creating a good customer experience, and how that is changing marketing strategies at every company. Joining to discuss is Jason Rose, CMO at SAP Customer Experience. Presented by The Future of Customer Engagement and Experience, providing thought leadership and analysis on topics both consumer-facing and business-to-business, from sales, marketing, customer experience, data management, and more.

The California Consumer Privacy Act goes into effect January 1st, 2020, but what does this mean? This episode we address what CCPA is, how it is challenging businesses and the customer experience today and in the future, and what you can do to prepare. Presented by The Future of Customer Engagement and Experience, providing thought leadership and analysis on topics both consumer-facing and business-to-business, from sales, marketing, customer experience, data management, and more.

Utilities are part of just about every meaningful moment you’ll ever have. You take a hot shower after a long day: there’s the water of course, but also the energy needed to heat it. But where as before utilities were always in the background, now with the advent of renewables, energy storage, smart technologies, electric vehicles and so on, utilities are increasingly become front and center. Presented by The Future of Customer Engagement and Experience, providing thought leadership and analysis on topics both consumer-facing and business-to-business, from sales, marketing, customer experience, data management, and more.

The Biometrics future is real and coming soon. Airlines and airports are investing 70% of their R&D budgets toward biometrics ID management. We discuss how this has, and will impact the customer experience going forward. Presented by The Future of Customer Engagement and Experience, providing thought leadership and analysis on topics both consumer-facing and business-to-business, from sales, marketing, customer experience, data management, and more.

Welcome to the launch of the Future of Customer Engagement and Experience Podcast, a new avenue in helping you on your journey to becoming a more customer focused business or professional. The fact is, there’s conversations happening every day from conference rooms on the 64th floor, to video calls where the same three people keep talking over each other, about how to put customers at the center of the business and we want to bring those conversations to you. In our first episode, we discuss why thought leadership is so important in customer experience, and how it can be used effectively. As organizations continue to work towards placing customers at the center of the action and providing world-class experiences that leave them telling everyone who will listen, doing this effectively can seem like a tall task, so naturally they look for where to start. That’s where accurate and insightful thought leadership becomes so important. Paul Greenberg, managing principal of the 56 Group LLC and author of "CRM at the Speed of Light" joins us to provide insight on what effective thought leadership looks like, and why it's so important when it comes to customer experience. Presented by The Future of Customer Engagement and Experience, providing thought leadership and analysis on topics both consumer-facing and business-to-business, from sales, marketing, customer experience, data management, and more.