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Customerland

mike giambattista

147 episodes

2 weeks ago

What happens when retail stops waiting for shoppers to arrive and starts responding to every signal in real time? We dive into a candid, practical look at how AI is reshaping the entire customer journey—from discovery sparked in chat interfaces to fulfillment choices optimized for margin and sustainability. With SAP Customer Experience leader Balaji Balasubramanian, we unpack the systems, data, and decisions required to turn conversations into commerce and curiosity into profitable growth. W...

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What happens when retail stops waiting for shoppers to arrive and starts responding to every signal in real time? We dive into a candid, practical look at how AI is reshaping the entire customer journey—from discovery sparked in chat interfaces to fulfillment choices optimized for margin and sustainability. With SAP Customer Experience leader Balaji Balasubramanian, we unpack the systems, data, and decisions required to turn conversations into commerce and curiosity into profitable growth. W...

Show more...

Episodes (20/147)

Customerland

Retailers Can Now Sense, Predict, And Act In Real Time

What happens when retail stops waiting for shoppers to arrive and starts responding to every signal in real time? We dive into a candid, practical look at how AI is reshaping the entire customer journey—from discovery sparked in chat interfaces to fulfillment choices optimized for margin and sustainability. With SAP Customer Experience leader Balaji Balasubramanian, we unpack the systems, data, and decisions required to turn conversations into commerce and curiosity into profitable growth. W...

2 weeks ago

43 minutes

Customerland

Smart Carts, Real Revenue

A grocery cart that acts like a high-performing media channel sounds bold, until you hear how it actually works. We sit down with Yaniv Zukerman, CMO at Cust2Mate, to unpack how a retrofit smart cart platform turns the physical aisle into an addressable, measurable environment where shoppers get guidance, retailers unlock new revenue, and brands finally see real attribution at the shelf. We start with the origin story: a clip-on panel that transforms any existing cart into a smart cart, comp...

2 weeks ago

34 minutes

Customerland

How AI Loyalty Transforms Grocery And Retail

The most valuable loyalty program isn’t a points card—it’s a living system that knows each shopper, adapts in real time, and proves it can drive incremental spend. We sit down with Jeff Baskin, Chief Revenue Officer at Eagle Eye, to unpack how unified commerce and true one-to-one personalization are reshaping grocery, convenience, and hospitality. Instead of stitching tools together, Jeff explains how a single platform that connects payments, promotions, loyalty, and engagement unlocks a comp...

4 weeks ago

25 minutes

Customerland

If Agents Shop For Us, Who Decides What To Trust

Fraud doesn’t just show up as a stolen card anymore—it arrives as coordinated global operations and as “friendly” misuse from customers who otherwise look perfect on paper. We sit down with Armen Najarian, CMO at Sift, to unpack how merchants can block the bad without breaking the checkout flow for everyone else. From account takeovers and identity theft to policy abuse and return gaming, Armin explains why risk isn’t a back‑office metric but a core part of customer experience, where a single...

1 month ago

30 minutes

Customerland

How To Escape “Good Enough” And Win On Outcomes

If you’ve felt the creep of “good enough” in your marketing, you’re not imagining it. We dig into why plausible outputs are everywhere, how AI accelerates the trend, and what it takes to compete on strategic value when leaders only lean in for metrics tied to money. With Andrew Schulkind of Andigo, we get candid about the gap between process metrics and business metrics, the lure of “ornamentrics,” and the practical steps that reconnect campaigns to revenue, profitability, and customer outcom...

1 month ago

37 minutes

Customerland

When Loyalty Becomes Media And Data Becomes Railroads

Think your customers are loyal? Our data-backed dive suggests otherwise. We sit down with Cardlytics to unpack why non-loyal shoppers often deliver outsized gains and how commerce media—powered by first-party transaction data—can transform media spend into measurable loyalty. From banks to retailers to CPGs, we trace how card-linked offers (CLO) connect incentives to outcomes and deliver immediate consumer value alongside certified incrementality. We explore how category-level visibility cha...

1 month ago

39 minutes

Customerland

Who Owns Trust When Machines Choose

The customer isn’t just human anymore. Agents are already learning our preferences, comparing offers, and making choices that used to hinge on emotion and brand memory. We sat down with Ben Wiener, global head at Cognizant Moment, to unpack how this rewires the entire go-to-market stack—from data foundations to creative expression—and why marketing plus IT has effectively become the business. We dig into the real preparation work: consolidating and governing data so AI can act responsibly an...

2 months ago

37 minutes

Customerland

If CX Is Everyone’s Job, Who Leads?

Forget shiny tools. The real power in customer experience comes from simple, disciplined execution that customers actually feel: reliable delivery, fast issue resolution, and clear communication. We sit down with Lee Kemp, former VP of CX at Veritiv, to unpack how a military-forged mindset translates into practical CX leadership across supply chain, sales, IT, and finance. Lee explains why technology should only amplify a solid foundation, and how asking the right “obvious” questions can refr...

2 months ago

34 minutes

Customerland

Designing AI that Earns Trust and Relevance

What if doing “the right thing for this customer, right now” became the default? We sit down with Rob Walker, VP of Decisioning and Analytics at Pega, to unpack how empathy at scale, AI-driven decisioning, and strong governance can make customer engagement both more human and more effective. Rob explains why empathy isn’t charity; it’s a system for earning relevance and trust that compounds into mutual value. We dive into one-to-one decisioning that prioritizes a hierarchy of needs—solve hard...

2 months ago

37 minutes

Customerland

Skepticism, air cover, and the new playbook for insights teams

Curiosity got faster—and a lot more practical. We sit down with Tim Lawton of SightX and Russell Evans of ZS to unpack a partnership that blends expert humans with integrated AI to rethink how insights teams generate ideas, validate concepts, and influence big bets. No bolt-ons, no buzzwords—just a clearer path from question to decision. We start with the reality that researchers live under a microscope, then show how automation can remove the drudgery without losing the judgment that matter...

2 months ago

50 minutes

Customerland

If AI agents run retail, who keeps thinking?

If “modernizing” sounds like a buzzword, this conversation turns it into a blueprint. We sit with retail veteran Art Sebastian to trace how a beloved convenience chain moved from hometown habits to a unified, omni-channel engine - without breaking trust or losing its core. The journey starts with customer truth and a clear-eyed data audit, then builds toward a single customer view that powers relevance across email, SMS, push, and in-app experiences. The result isn’t just more messages; it’s ...

3 months ago

35 minutes

Customerland

The Tao of Leadership: Bridging Technology and Human Creativity in the AI Revolution

Jack Myers, founder of the Myers Report and Media Village Education Foundation, takes us beyond the typical AI conversation into the profound human implications of artificial intelligence. Drawing from his book "The Tao of Leadership," Myers explores how agentic AI—autonomous systems that interpret goals, make decisions, and evolve in real-time—will fundamentally transform business operations and leadership dynamics. "Agentic AI is fast becoming the mirror of the modern executive," Myers exp...

3 months ago

30 minutes

Customerland

The $15 Billion Product Experience Challenge

Ever wondered why you abandon your shopping cart online? The answer might surprise you. According to Tarun Chandrasekhar, President and Chief Product Officer at Syndigo, "Customers don't abandon products, they abandon poor experiences." This simple yet profound insight cuts to the heart of today's commerce challenges. The most jaw-dropping revelation from our conversation? Amazon generated more revenue from retail media and product sponsorships last year than from their entire AWS business. ...

3 months ago

28 minutes

Customerland

Personalization First: The Secret to Customer Loyalty

The strategic balance between technology investment and human touchpoints has never been more critical in customer experience. In this eye-opening conversation with Mario Matulich, CEO of Customer Management Practice and CCW, we uncover why so many well-intentioned CX initiatives fail during uncertain economic times. Mario reveals the three drivers that truly matter to customers: personalization, ease, and speed—in that exact order. This hierarchy, backed by extensive research, provides a cl...

3 months ago

36 minutes

Customerland

What Happens After You Click "Buy"?

Ever wondered what happens in that crucial moment after you click "buy" online? Ashley Firmstone, SVP of Global Enterprise Growth at ROKT, takes us deep into the psychology of the transaction moment and how forward-thinking brands are transforming it from a dead end into a value-creating opportunity. When you complete a purchase online, you're experiencing either euphoria or potential buyer's remorse – a powerful emotional moment that most retailers have historically wasted. Firmstone reveal...

3 months ago

29 minutes

Customerland

Measuring What Matters in Retail Media

The world of retail media is experiencing a seismic shift as networks struggle to bridge the gap between traditional in-store marketing and digital advertising approaches. In this fascinating conversation with Paul Brenner (Global SVP of Retail Media and Partnerships at InStore Marketplace) and Steve Gray (Director of SG Retail UK), we explore the fundamental differences between US and European retail media evolution and why these differences matter. European retailers, gaining market share ...

4 months ago

46 minutes

Customerland

Retention Over Acquisition: The New Subscription Paradigm

The subscription economy is experiencing a profound transformation. What once centered entirely on acquisition has shifted dramatically toward retention as businesses recognize the true value of deepening customer relationships rather than constantly chasing new subscribers. Lina Tonk, CMO at Recurly, explains this evolution with remarkable clarity: "When you start thinking about retention as a top metric instead of acquisition, you realize that you're getting close to the human that you're ...

4 months ago

30 minutes

Customerland

Beyond the Shiny Object: How AI is Transforming Retail Operations

The retail landscape is transforming through artificial intelligence, moving beyond flashy demonstrations to delivering real business value. In this illuminating conversation with Matt Bertucci, Director of Retail Solutions at Lenovo, we unpack how AI in retail has evolved dramatically over just three years. Matt reveals how retailers have progressed from asking "what is AI?" to implementing solutions that deliver measurable ROI while enhancing both customer and employee experiences. Unlike ...

4 months ago

37 minutes

Customerland

When Empathy Burns Out: The Hidden Cost of Compassion Fatigue

What happens to the people who protect our digital spaces from the worst humanity has to offer? Rachel Lutz-Gavara, Division VP of Trust and Safety at TaskUs, joins Customer Land to explore the invisible toll of content moderation and frontline customer work. As a licensed mental health professional, Rachel brings unique clinical expertise to corporate wellness. She reveals how compassion fatigue—the emotional cost of caring—manifests in frontline workers through subtle signs like reduced em...

4 months ago

39 minutes

Customerland

Optimizing the Leaky Bucket: Customer Retention in Uncertain Times

The emotional drivers behind purchasing decisions are often more powerful than traditional demographic factors—this revelation sits at the heart of our conversation with Calvin Cheng, Partner at West Monroe. Calvin reveals how two individuals with identical demographic profiles can make completely different purchasing choices based on psychological factors stemming from upbringing, values, and personal history. During economic uncertainty, savvy organizations focus on "fixing the leaky bucke...

5 months ago

29 minutes