Building Brand Loyalty Through Frictionless Customer Support with Adele Hedden, Head of Customer Experience at Faire

Giving Your Consumer a Seat at The Table with Ted Chi, Digital Marketing Executive: This episode features an interview with Ted Chi, Senior Vice President of Digital Marketing & Media Strategy at NBCUniversal. Ted is a digital marketing leader with over 2 decades of experience at Fortune 500 companies and early-stage startups focusing on team leadership, brand management, and consumer insights. In this episode, Ted discusses how data helps build relationships with consumers, why CDPs are essential, and the Holy Grail of data: personalization. by Good Data, Better Marketing

41 min listen

Connected Customer Journey Starts with Behavioral Insights with Erin Pryor, EVP, Chief Marketing Officer and Client Experience at First Horizon Bank: This episode features an interview with Erin Pryor, Executive Vice President, Chief Marketing Officer and Client Experience at First Horizon Bank. Erin has 20 years of experience under her belt in the finance, banking, and media industries. Her specialties include brand marketing, digital marketing and innovation, and social media marketing. In this episode, Erin shares how building connected experiences for customers through data is critical to the banking ecosystem. She also dives into client onboarding and the generation that, surprisingly, wants to visit their local bank branch. by Good Data, Better Marketing

36 min listen

Trailer: Data…It's the foundation for modern enterprises to make decisions, move strategies forward, and build relationships with their customers. And in a digital-first world, creating great customer experiences requires good data. But what exactly is good data? How are the most successful companies in the world turning data into a competitive asset? And how are they creating digital-first customer experiences that stick? On this podcast, you’ll peer into the minds of influential marketers and digital innovators to learn the tricks of the trade. You’ll learn their strategies and tactics for getting good data and delivering better marketing. by Good Data, Better Marketing

1 min listen

Removing Barriers for a Seamless Customer Experience with John Sheldon, Chief Marketing Officer at SmileDirectClub: This episode features an interview with John Sheldon, Chief Marketing Officer at SmileDirectClub. A self-proclaimed “truffle pig” of customer data, John has over 30 years of experience in digital marketing, brand value, and growth. In this episode, Kailey sits down with John to discuss marketing differences pre and post iOS 14.5, insights you can gain from observing customers in stores, and the consumerization of healthcare. by Good Data, Better Marketing

34 min listen

Improving Customer Engagement with Unified Data with Pepe Valiente, Senior Management Consultant at IBM Garage: This episode features an interview with Pepe Valiente, Senior Management Consultant at IBM Garage. As a competitive dragon boat steerer, Pepe is used to interpreting data from the elements and his team to stay on course. He translates this skill into consulting strategies by breaking down data into valuable pieces. In this episode, Kailey and Pepe discuss why digital transformations fail, how our brains react to personalization, and why simplicity is key to customer experience. by Good Data, Better Marketing

40 min listen

Put the Customer First with User-Centered Strategies with Waseem Kawaf, Global VP of Digital Experience at STANLEY Security: This episode features an interview with Waseem Kawaf, Global Vice President of Digital Experience at STANLEY Security, a company that provides security services to institutions all over the world, including schools, hospitals, governments, retailers, airports, and financial institutions. Waseem is an expert in digital strategy and customer experience, having recently shaped STANLEY Security’s digital presence and consulted with many top brands in the past. In this episode, Waseem shares thoughts on how STANLEY Security approaches customer experience and automation, especially when insights from the data might be surprising. He provides advice on the importance of always keeping up with a changing market and prioritizing user-centered design. by Good Data, Better Marketing

27 min listen

A Data-Driven Approach to Building Authentic Relationships with Keri Taub, VP of Strategy at Bloomingdale’s: This episode features an interview with Keri Taub, Vice President of Strategy at Bloomingdale’s, one of the most well-known and established houses of brands in the fashion world. Keri is an accomplished business executive with extensive experience and knowledge of consumer insights. Can a brand act like a best friend? The team at Bloomingdale’s says yes, and they know how to do it. In this episode, Keri shares her insights on how Bloomingdale’s is approaching data-driven marketing in a changing retail world, how to leverage good data for memorable personalization, and when to go an extra step further with the highest-stakes clients. by Good Data, Better Marketing

33 min listen

Leveraging Data Across the Entire Customer Lifecycle with Chris Koehler, CMO of Box by Good Data, Better Marketing

43 min listen

Building a Bridge Between Customer Needs and Customer Experience with Liz Miller, VP & Principal Analyst at Constellation Research: This episode features an interview with Liz Miller, Vice President and Principal Analyst at Constellation Research. Liz is an industry veteran with nearly 30 years of experience instructing global marketing organizations on how to deliver the best customer experience. Previously, Liz worked for GlobalFluency, CMO Council, and Jan Marini Skin Research. In this episode, Liz discusses the evolution of the CDP, what real-time actually means to customers, and how sales training at The Gap made her a better marketer. by Good Data, Better Marketing

44 min listen

Adaptable Marketing Strategies for Global Communities with Sonia Oblitey, Senior Director of Global Marketing at OkCupid: This episode features an interview with Sonia Oblitey, Senior Director of Global Marketing at OkCupid. Sonia is a passionate marketing leader with 20 years of experience launching and positioning brands in markets around the world. In this episode, Kailey sits down with Sonia to discuss personalization tactics of online dating, reaching people globally, and being an advocate-focused brand. by Good Data, Better Marketing

39 min listen

Engaging Consumers Through Human-Centric Strategies with Umi Patel, VP of Consumer Insights & Analytics for PepsiCo’s North America Beverage Portfolio: This episode features an interview with Umi Patel, Vice President of Consumer Insights and Analytics for North America PepsiCo Beverage Portfolio. Umi began her career as the Brand Manager for Labatt Brands, before joining PepsiCo in 2007. Here, she has held numerous positions including Customer Marketing Manager and Senior Director of Marketing. In this episode, Kailey sits down with Umi to discuss permissible enjoyment, macroeconomic trends, and storytelling through data. by Good Data, Better Marketing

38 min listen

Why a Strong Data Foundation is Business-Critical with Kendell Timmers, SVP and Head of Data & Insights at The New York Times: This episode features an interview with Kendell Timmers, Senior Vice President and Head of Data and Insights at The New York Times. She spearheaded the paper’s cross-functional advertising mission and built their industry-leading first party data program that powers their digital advertising business. Kendell is a data and analytics expert who has served companies like American Express, ZS Associates, and US Airways. In this episode, Kailey and Kendell discuss NLP, personalizing paywalls, and creating a unified view of the customer in a privacy-forward way. by Good Data, Better Marketing

32 min listen

How Integrated Customer Journeys Improve Patient Health with Rahul Kak, Vice President of Customer Health & Experience at Aetna, a CVS Health Company: This episode features an interview with Rahul Kak, Vice President of Customer Health and Experience at Aetna, a CVS Health Company. Rahul has dedicated his career to being a data-driven and compassionate marketer, guiding patients to healthier outcomes through individualized nudges. In this episode, Kailey and Rahul dive into privacy versus personalization, how to measure patient outcomes, and how AI models can predict customer behavior. by Good Data, Better Marketing

37 min listen

Building Brand Loyalty Through Frictionless Customer Support with Adele Hedden, Head of Customer Experience at Faire: This episode features an interview with Adele Hedden, Head of Customer Experience at Faire. With nearly a decade of experience at publicly traded companies like Rent The Runway and Uber, Adele is focused on transforming customer journeys through brand loyalty and foundational metrics. In this episode, Kailey and Adele discuss the service recovery paradox, upleveling your CX strategy, and how the employee and customer experience go hand-in-hand. by Good Data, Better Marketing

35 min listen

Designing Relevant Experiences with Behavioral Data with Erika Reed, Manager of Data Strategy at General Mills: This episode features an interview with Erika Reed, Manager of Data Strategy at General Mills. After serving companies like Best Buy and Life Time in the marketing space, Erika ventured into analytics in 2020. She now uses data and technology to drive insights into action and helps brands deliver meaningful and engaging consumer experiences. In this episode, Kailey sits down with Erika to discuss providing a value exchange for consumer data, grappling with unknown traffic, and focusing on behavioral data instead of demographics. by Good Data, Better Marketing

46 min listen

The Key To Customer Engagement: Consent and Iteration with Matt Smidebush & Seth Familian: This episode features an interview with Matt Smidebush, RVP of Global Customer Success Programs at Twilio Segment; and Seth Familian, Director of Global Advisory Services at Twilio Segment. Matt has served Twilio Segment for nearly five years, holding various positions in the Customer Success Program. He also specializes in Analytics, Scaled Programs, and Consumer Intent. After 10 years of running his own data strategy consultancy, Seth joined Twilio Segment as a Solutions Architect. He gravitated toward complex strategy-focused projects and founded the company’s Advisory Services practice in 2020. In this episode, Kailey, Matt, and Seth discuss identity resolution, capturing consent, and the power of iteration. by Good Data, Better Marketing

44 min listen

Using Predictive Analytics to Create VIP Customers with Kristin Maa, SVP of Growth at Saks: This episode features an interview with Kristin Maa, Senior Vice President of Growth at Saks. At Saks, Kristin leads growth and retention marketing and online category growth. She has held various leadership roles at Saks Fifth Avenue and HBC in marketing and business strategy. In this episode, Kailey and Kristin discuss customer DNA, uniting online data and in-store experience, and creating VIP customers through predictive analytics. by Good Data, Better Marketing

38 min listen

Collecting the Right Data to Serve Your Audience and Your Advertisers with Eric Mies, Director of Product, Video Experience, Ads, & Ad Operations at Crunchyroll: This episode features an interview with Eric Mies, Director of Product, Video Experience, Ads and Ad Operations at Crunchyroll, a 360 anime brand. Eric has over a decade of experience, specializing in product management and ad operations. In this episode, Kailey and Eric discuss personalization in the age of GDPR, contextual targeting, and unifying data with the help of humans and machines. by Good Data, Better Marketing

34 min listen

Instacart’s Ali Miller: Inspiring Product Discovery and Brand Engagement: This episode features an interview with Ali Miller,Vice President of Product Management, Ads at Instacart. Since joining the company in 2021, she enables brands to connect with consumers to discover and purchase products they will love. Previously, Ali served as the Director of Product Management at YouTube and spent 11 years at Google as a Product Specialist and Product Manager. She also tested her skills on Jeopardy!, America’s longest-running quiz game show, in early 2023. In this episode, Kailey sits down with Ali to discuss the power of human interaction, winning the digital shelf, and creating a recipe for trust. by Good Data, Better Marketing

47 min listen

Improving Customer Engagement in Real Estate Through Digitization with David Marine, CMO of Coldwell Banker: This episode features an interview with David Marine, Chief Marketing Officer at Coldwell Banker. David has been with the company for over 20 years in the marketing group. He created the first PowerPoint listing presentation in brand history, led the company’s exploration into virtual worlds, and helmed the successful real estate rebrand. In this episode, Kailey sits down with David to discuss digitizing the real estate experience, tools for sellers, and ensuring tactics are adaptable across local markets. by Good Data, Better Marketing

46 min listen

Turo’s Andrew Mok: Balancing Data and Intuition: This episode features an interview with Andrew Mok, Chief Marketing Officer of Turo. Here, Andrew’s focus is on growing Turo’s community of hosts and guests and making Turo an iconic global brand. His previous roles include VP of Growth at DogVacay, Strategy Consultant at Bain & Company, and Front-End Developer for Life360. In this episode, Kailey and Andrew discuss balancing data and human insights, stopping the scroll, and dogfooding your product. by Good Data, Better Marketing

47 min listen

Enhancing Your Customer Experience with Omnichannel Engagement with Carolyn Pollock, Chief Marketing Officer at Tailored Brands: This episode features an interview with Carolyn Pollock, Chief Marketing Officer of Tailored Brands, owner of companies like Men's Wearhouse and Jos. A. Bank. Carolyn has 20 years of marketing and management experience driving growth and building brands. Previously, she served as a marketing leader for eBay and Facebook. At Tailored Brands, Carolyn oversees all consumer marketing efforts and leads the team developing marketing strategies and programs. In this episode, Kailey and Carolyn discuss the hybridization of retail, leveraging technology to gather data, and showing up for customers in the right channels. by Good Data, Better Marketing

34 min listen

Unbounce’s Pete Housley: How to Increase AI Adoption to Drive ROI with Trusted Data: This episode features an interview with Pete Housley, Chief Marketing Officer at Unbounce, the leader in AI landing pages and conversion intelligence software for marketers. Pete is a senior executive with President, CEO, CMO, and CRO experience in retail, hospitality, digital pure play, and consumer goods industries. He is also the host of Unprompted, a podcast that explores the intersection of AI and marketing. In this episode, Kailey sits down with Pete to discuss how marketers are using AI in their workflows today to increase efficiency and ROI. From improving campaign conversions and reducing time spent on execution to generating predictive audiences, get inspired to boost your AI adoption. by Good Data, Better Marketing

47 min listen

Anthropologie’s Elizabeth Preis: Creativity-Led, Data-Informed, & Consumer-Inspired: This episode features an interview with Elizabeth Preis, Chief Marketing Officer at Anthropologie. As CMO, she leads the team that implements all brand marketing, customer insights and analytics, and editorial content across all social, digital, and print platforms, and online and in stores. Previously, Elizabeth spent a decade in the beauty industry leading strategy for integrated marketing at Estée Lauder and BH Cosmetics. In this episode, Kailey sits down with Elizabeth to discuss taking risks at the right time, designing impactful omnichannel experiences, and crafting concise stories through data. by Good Data, Better Marketing

39 min listen

ING’s Matteo Pomoni: Identifying Key Moments of Truth in Customer Data: This episode features an interview with Matteo Pomoni, Global Head of Retail Daily Banking and Funds Entrusted at ING. Matteo joined ING in 2004 occupying various positions within the local Italian retail organization. Previously, he served global companies such as Campari Group and L’Oréal. In Matteo’s current role, he manages key retail business lines across 10 countries and leads global centers of expertise for sustainability and customer experience. In this episode, Kailey and Matteo discuss do’s and don’ts of customer obsession, coping with channel competition, and key moments of truth in data. by Good Data, Better Marketing

33 min listen

Airtable’s Ilan Frank: Building a Great Customer Experience with PLG: This episode features an interview with Ilan Frank, Vice President of Product at Airtable. Ilan has over 2 decades of experience in building productivity solutions around specific requirements within administration, security, compliance, and scale. Before joining Airtable, he was an early leader at Slack, where he helped the company scale to win the enterprise. In this episode, Kailey sits down with Ilan to discuss the PLG gap, how Airtable is helping customers leverage AI, and driving alignment through culture and communication. by Good Data, Better Marketing

45 min listen

Phy-gital Customer Engagement Strategies with Julie Roy, SVP & CMO of DSW: This episode features an interview with Julie Roy, Senior Vice President and Chief Marketing Officer at DSW. Julie has devoted 15 years of her career at DSW in the customer analytics, CRM, and loyalty space. Now, she is responsible for leading the development, activation, and continued growth of DSW’s cross-channel campaigns. In this episode, Kailey and Julie discuss the phy-gital customer experience, building loyalty through content and communities, and balancing brandformance. by Good Data, Better Marketing

38 min listen

The Customer Obsession Advantage’s Marbue Brown: How to Become Customer-Obsessed: This episode features an interview with Marbue Brown, Founder of The Customer Obsession Advantage, a consulting firm helping companies accomplish business results through customer obsession. Marbue is a leader in customer experience and has dedicated his career to companies like JP Morgan Chase, Amazon, Microsoft, and Cisco Systems. He is also the author of Blueprint for Customer Obsession, which outlines the eight habits and practices that make customer-obsessed companies stand out from their counterparts. In this episode, Kailey and Marbue discuss the difference between being customer-driven and customer-obsessed, how AI is affecting customer experience, and anticipating customer needs. by Good Data, Better Marketing

44 min listen

Nextdoor’s Krish Sailam: Driving Community Engagement Through Localization at Scale: This episode features an interview with Krish Sailam, Marketing Technology & Operations Lead at Nextdoor. After spending 20 years in the AdTech and MarTech space, he now helps brands craft their experiences from a customer-centric perspective. Prior to Nextdoor, Krish served IPG and Dentsu where he managed large programmatic accounts for Amazon, Cisco, Oracle, Slack, and Intel. In this episode, Kailey and Krish discuss driving community engagement through localization at scale, creating customer-centric user journeys, and escaping the data cesspool. by Good Data, Better Marketing

51 min listen

Telus’s Chris Madan: Showing Up in the Moments That Matter: This episode features an interview with Chris Madan, Vice President of Digital Sales and Service at Telus, a telecommunications company headquartered in Canada. Chris is an accomplished business and technology executive with expertise across marketing, e-commerce, data, and technology modernization. At Telus, he leads a team of digital practitioners to deliver outstanding digital customer experiences and drive business results. In this episode, Kailey and Chris discuss humanizing digital experiences, listening to implied customer preferences, and leveraging the moments that matter. by Good Data, Better Marketing

38 min listen

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Building Brand Loyalty Through Frictionless Customer Support with Adele Hedden, Head of Customer Experience at Faire

Building Brand Loyalty Through Frictionless Customer Support with Adele Hedden, Head of Customer Experience at Faire

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