CX At scale & Speed Of Customer Expectat...

AI gives confident answers built on missing context. Kelly Hopping, four-time CMO and current CMO at 6sense, breaks down where that context gap hits go-to-market teams and how her CPG training shapes the fix. She explains treating brand marketing as full P&L ownership, not logo m ... Show More

AI tools sound confident even when they're wrong. Kelly Hopping, Chief Marketing Officer at 6sense, explains where that missing context breaks go-to-market execution. She unpacks how account scoring models miss buying signals, why intent data needs human judgment layered on top, ... Show More

AI segments and messages without full context can be confidently wrong. Kelly Hopping, four-time CMO and CMO at 6sense, explains why more automation doesn't equal more pipeline. She breaks down multi-touch attribution across a six-month lookback, the shift from bottom-of-funnel d ... Show More

<p>Customers are demanding speed and convenience in their interactions with companies. Technology, especially artificial intelligence, is often better at&nbsp;meeting customer needs than humans. Karen Lellouche Tordjman, leader of BCG’s customer experience work, explains how comp ... Show More

<p>Never before have consumer expectations shifted at such a rapid pace. As brands and marketers try to keep up with an always-evolving consumer landscape, what they are quickly discovering is that just because you operate in one sector, doesn’t mean you are just being judged amo ... Show More

<p>Join <a href='https://productschool.com/product-leaders/margaret-ryan?utm_campaign=202306-mkt_podcast_episode-margaret_ryan&amp;utm_medium=social&amp;utm_source=buzzsprout&amp;utm_term=b2b_striving_product_leader'>Margaret Ryan</a>, VP of Product at American Express, as she sh ... Show More

Get ready to revolutionize your product game! Lisa Yokoyama, SVP of Product at AMEX, unveils the playbook for Customer-Centric Product Management. From ideation to iteration, Lisa guides us through anticipating customer needs. Tune in to elevate your product strategy with insight ... Show More

<p>Before customers click that “buy” button, they’ve been exposed to your brand time and time again. This is your company’s “customer journey” — and this journey is constantly changing. <a href="http://www.acuityads.com">AcuityAds</a>’ Chief Strategy Officer, <a href="https://www ... Show More

On this episode, Monica Trivedi, VP of Global Client Experience at JLL Technologies, discusses the importance of client experience in driving revenue growth and the strategies she employs to enhance customer success. She emphasizes the need for understanding client ecosystems, ma ... Show More

Read more > Listen to the podcast (duration: 29:22) > Consumer behaviors have changed over the past 18 months, but which ones will stick? Three experts explain how forward-thinking companies anticipate consumers’ needs and win their trust.See www.mckinsey.com/privacy-policy for p ... Show More

Many companies talk about personalization, but few have enough valuable data to make it actionable. In this talk, Brianne Kimmel presents a framework for collecting the right data at the right time and best practices on how to build personalized programs to keep users engaged ove ... Show More

<p>With the coming of age of Gen Z—both as customers and new entrants to the workforce—customer demands are changing. At the same time, the arrival of generative AI (gen AI) is changing the way contact centers can respond to those demands. In this episode of McKinsey Talks Operat ... Show More

<p>The pandemic's impact on the acceleration of digital means that just providing a personalized experience to customers is no longer good enough. In order to succeed and stay one step ahead of the competition, brands need to embrace a data-driven approach to optimize every digit ... Show More