The Future of Commerce Podcast

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.

LinksArticle of the Week - What is customer service? Definitions, types, benefits, stats

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.