How to Handle Everyone Owning Customer Experience with Tamara McCleary

Welcome to the What’s Next! Podcast with Tiffani Bova.  This week’s guest is Tamara McCleary. Tamara is an international branding expert, a technology futurist, and the CEO of Thulium. She was named the #1 Most Influential Woman in MarTech by B2B Marketing and ranked by LeadTail as the 3rd most mentioned person on Twitter by CMOs. Tiffani and Tamara talk about What's Next! in the future of marketing, sales, AI, customer experience and let’s not forget 3D printed shoes. It's fascinating to understand how all of these components fit together into one conversation. People have changed; expectations have changed; and, the future of retail, artificial intelligence, and customer success is changing daily.   In this episode: 3:40 – Is 3D, instant gratifications commerce the future? 4:48 – The future of shopping 5:47 – Hyper-personalization of products 7:48 – What is artificial intelligence? 8:18 – What is machine learning? 8:34 – Tesla, the great example of machine learning 9:05 – Why machine learning is fascinating 10:53 – Why do some retailers are failing while other are thriving? 14:13 – Using data in new, competitive ways to access the customer experience 17:19 – How can salespeople get better in segmenting by using data or AI or machine learning by understanding behavior? 17:38 – How to ask the right questions of data 20:50 – Machines have bias 21:37 – Customers experience on the new battleground 22:32 – Who owns customer experience? 24:18 – What’s a common metric by which to measure customer success? 25:08 – What CMOs say about customer success 28:33 – How incentivizing increases the lifetime value of a customer   Running time: 33:12   Subscribe on iTunes   Find Tiffani on Social Media: Facebook Twitter LinkedIn   Find Tamara on social: Website LinkedIn Twitter Facebook