Assunta Anif is the Director of Social Media Strategy at KISS Products, where she leads global social and community strategy for one of the beauty industry’s most established legacy brands.
In this episode, Assunta explains why follower count is no longer the metric that matters and how community-led feedback loops can directly shape product innovation and marketing decisions.
You will hear:
- How KISS evolved from chasing followers to building lasting community loyalty
- Why real-time social listening drives better products and campaigns
- How legacy brands can modernize without losing credibility
Learn how to turn online feedback into real-world change, the power of transparency in brand communication, and why authenticity will always outperform perfection.
=== Connect with Assunta:
- LinkedIn: https://www.linkedin.com/in/assuntacatalano/
- KISS website: https://www.kissusa.com/
=== About the Everything Clicks podcast:
Everything Clicks is a podcast about customer experiences that wow consumers while driving profitable growth. Each week, we dissect the strategies and tactics of top B2C marketers at leading Fortune 5000 companies.
📣 Subscribe now for more insights on creating digital experiences that convert.
📱 Follow me on LinkedIn: https://www.linkedin.com/in/shamirduverseau/
🌐 Smart Panda Labs: www.smartpandalabs.com
Ingrid Milman Cordy, CMO at HigherDOSE, has led growth and digital transformation across wellness and beauty, from Nuun Hydration (acquired by Nestlé) to Nestlé Health Science and Estée Lauder. She’s known for bridging creative and performance, and building high-growth orgs that stay customer-obsessed.
In this episode, Ingrid explains how to design right-sized, cross-functional teams, when to insource vs. hire agencies, and makes the case for education-led experiences in wellness.
You will hear:
- How to structure “pods” with clear KPIs to ship faster and reduce handoffs
- A practical framework to help you decide which muscles to develop in-house and which to outsource
- How feedback loops and retention programs turn first-time buyers into loyal advocates
Learn how to keep teams lean, your tech stack focused, and customer education central, so your digital experience converts without compromising profitability.
=== Connect with Ingrid:
- LinkedIn: https://www.linkedin.com/in/ingrid-milman-cordy
- HigherDOSE: https://www.higherdose.com
=== About the Everything Clicks podcast:
Everything Clicks is a podcast about customer experiences that wow consumers while driving profitable growth. Each week, we dissect the strategies and tactics of top B2C marketers at leading Fortune 5000 companies.
📣 Subscribe now for more insights on creating digital experiences that convert.
📱 Follow me on LinkedIn: https://www.linkedin.com/in/shamirduverseau/
🌐 Smart Panda Labs: www.smartpandalabs.com
Jose Bergiste, VP of Software Engineering at Fidelity Investments, leads full-stack engineering and data strategy across platforms serving millions of customers. With deep experience across industries, Jose bridges the gap between technology, data, and business value.
In this episode, Jose explains how to align marketing, engineering, and data teams around a common goal: improving the customer experience from the inside out.
You will hear:
- How engineering evolves when treated as a strategic partner
- Why data democratization helps make better business decisions
- How to decide when to build or buy technology
Whether you lead marketing, product, or engineering, this episode offers insights on connecting people, process, and technology that you can apply right away to deliver exceptional customer experiences.
=== Connect with Jose:
- LinkedIn: https://www.linkedin.com/in/bergiste/
- Website: https://www.fidelity.com/
=== About the Everything Clicks podcast:
Everything Clicks is a podcast about customer experiences that wow consumers while driving profitable growth. Each week, we dissect the strategies and tactics of top B2C marketers at leading Fortune 5000 companies.
📣 Subscribe now for more insights on creating digital experiences that convert.
📱 Follow me on LinkedIn: https://www.linkedin.com/in/shamirduverseau/
🌐 Smart Panda Labs: www.smartpandalabs.com
Tim Megginson, Vice President of Digital & Data Strategy at Visit Orlando, leads one of the world’s most recognized destination brands through large-scale digital transformation.
In this episode, Tim shares how his team connects data, AI, and marketing technology to create meaningful experiences for travelers worldwide.
You’ll hear:
- How Visit Orlando built a 37-tool martech stack without relying on enterprise platforms
- Why privacy and consented data are strategic advantages in global markets
- How AI is being used to structure, activate, and optimize digital performance
Learn why data-driven storytelling still needs a human touch, how to modernize digital strategy, and build experiences that scale across countries and cultures.
=== Connect with Tim:
- LinkedIn: https://www.linkedin.com/in/tim-megginson-mba
- Website: https://www.visitorlando.org
=== About the Everything Clicks podcast:
Everything Clicks is a podcast about customer experiences that wow consumers while driving profitable growth. Each week, we dissect the strategies and tactics of top B2C marketers at leading Fortune 5000 companies.
📣 Subscribe now for more insights on creating digital experiences that convert.
📱 Follow me on LinkedIn: https://www.linkedin.com/in/shamirduverseau/
🌐 Smart Panda Labs: www.smartpandalabs.com
Megan Hix is the Sr. Director of National Partnerships at Cornerstone Caregiving. She has built her career designing programs that combine strategic collaboration, digital simplicity, and genuine human connection.
In this episode, Megan shares how brand alignment and partnership trust shape digital experiences in high-consideration industries and how to build bridges that reduce friction for families making life-changing care decisions.
You will hear:
- How partnerships can instantly build or break trust
- The metrics that matter most in partnership-driven experiences
- How to balance technology with the compassion families expect
Whether you’re in healthcare, B2B marketing, or another trust-based industry, this conversation shows how to create partnerships and digital experiences that serve people, not just performance metrics.
=== Connect with Megan:
- LinkedIn: https://www.linkedin.com/in/megan-hix-0b110581/
- Website: https://cornerstonecaregiving.com/
=== Resources:
- Disabled American Veterans (DAV): https://www.dav.org/
=== About the Everything Clicks podcast:
Everything Clicks is a podcast about customer experiences that wow consumers while driving profitable growth. Each week, we dissect the strategies and tactics of top B2C marketers at leading Fortune 5000 companies.
📣 Subscribe now for more insights on creating digital experiences that convert.
📱 Follow me on LinkedIn: https://www.linkedin.com/in/shamirduverseau/
🌐 Smart Panda Labs: www.smartpandalabs.com
Alex Yakimov is the Supply Chain Director at Stussy. With over 15 years of experience, he’s built agile, data-driven supply chains across fashion, retail, and both B2B and B2C industries.
In this episode, Alex shares why marketing and operations must align early, how AI can transform planning, and what digital leaders can learn from scarcity-driven models.
You will hear:
- How AI-powered forecasting helps better manage demand and risk
- How supply chain teams can protect customer lifetime value
- Lessons digital leaders can take from supply chain thinking
Learn how you can move from firefighting problems to future-proofing your operations and forecasting with confidence.
=== Connect with Alex:
- LinkedIn: https://www.linkedin.com/in/alexyakimov/
- Website: https://www.stussy.com/
=== About the Everything Clicks podcast:
Everything Clicks is a podcast about customer experiences that wow consumers while driving profitable growth. Each week, we dissect the strategies and tactics of top B2C marketers at leading Fortune 5000 companies.
📣 Subscribe now for more insights on creating digital experiences that convert.
📱 Follow me on LinkedIn: https://www.linkedin.com/in/shamirduverseau/
🌐 Smart Panda Labs: www.smartpandalabs.com
Claire Luoto is Head of Digital at Berkeley Group (BTR) with over 18 years of experience across CX, marketing, sales, operations, and tech in real estate and hospitality.
In this episode, she breaks down what actually moves prospects from ad click to signed lease, gets real about constrained tech stacks, and explains why MVP beats complexity.
You will hear:
Get a tested, practical playbook for lifecycle journeys, CRM, and cross-functional alignment with sales/ops, and learn why BTR journeys are non-linear (and how to nurture across online and in-person).
=== Connect with Claire:
- LinkedIn: http://linkedin.com/in/claireluoto
- Website: https://www.berkeleygroup.co.uk/
=== About the Everything Clicks podcast:
Everything Clicks is a podcast about customer experiences that wow consumers while driving profitable growth. Each week, we dissect the strategies and tactics of top B2C marketers at leading Fortune 5000 companies.
📣 Subscribe now for more insights on creating digital experiences that convert.
📱 Follow me on LinkedIn: https://www.linkedin.com/in/shamirduverseau/
🌐 Smart Panda Labs: www.smartpandalabs.com
Ryan Shinn is Western Group Marketing Director at CentiMark. As a marketing leader, he’s operated on both sides of the aisle: B2C retail and high-consideration B2B.
In this episode of Everything Clicks, Ryan explains why small gestures and acknowledgment matter more than ever, how to qualify leads without sounding robotic, and why your tech stack should enable and not replace human connection.
You’ll learn about his “Numbers, Art and Magic” framework and pragmatic takes on when tech helps and when it gets in the way.
You will discover:
- How to use the BANT framework to qualify leads without turning into a script
- How follow-up cadences can feel respectful, not desperate
- Why strategy beats “praying for rain” and how to pick the right tech to support that strategy
Learn how to build a human-first approach to customer experience, apply the right frameworks and tools that consistently perform, and get a sharper feel for when to automate vs. when to lean in personally.
=== Connect with Ryan:
- LinkedIn: https://www.linkedin.com/in/ryanshinn/
- Website: https://www.centimark.com/
=== About the Everything Clicks podcast:
Everything Clicks is a podcast about customer experiences that wow consumers while driving profitable growth. Each week, we dissect the strategies and tactics of top B2C marketers at leading Fortune 5000 companies.
📣 Subscribe now for more insights on creating digital experiences that convert.
📱 Follow me on LinkedIn: https://www.linkedin.com/in/shamirduverseau/
🌐 Smart Panda Labs: www.smartpandalabs.com
Maria Alexander is Blue Shield of California’s UX Content Design Principal.
In this episode, she breaks down how language, interaction, and visual design must ship together to create a truly frictionless experience. You’ll get practical on accessibility, training teams to think like detectives when language causes drop-offs, and how narrative craft prevents “plot holes” in flows.
You will hear:
- What frictionless really means and why words belong at kickoff
- The reality of accessibility: contract, ARIA, and usable patterns
- How collaboration and patience power design systems and the leadership’s role in busting siloes
Learn why design systems live or die by collaboration and patience and how leadership and listening bust siloes in large organizations.
=== Connect with Maria:
- LinkedIn: https://www.linkedin.com/in/mariaalexander/
- Website: https://www.blueshieldca.com/en/home
=== About the Everything Clicks podcast:
Everything Clicks is a podcast about customer experiences that wow consumers while driving profitable growth. Each week, we dissect the strategies and tactics of top B2C marketers at leading Fortune 5000 companies.
📣 Subscribe now for more insights on creating digital experiences that convert.
📱 Follow me on LinkedIn: https://www.linkedin.com/in/shamirduverseau/
🌐 Smart Panda Labs: www.smartpandalabs.com
Sam Davel is the Managing Director at Rubix Agency and a former US Army Ranger turned growth marketer. In this episode, Sam explains how startup-style marketing discipline can help enterprise teams cut through waste and focus on results.
From testing ads that educate before the click, to building alignment across paid, email, influencer, and organic channels, Sam shares hard-won lessons from Series A/B growth environments and how they translate to enterprise teams.
This discussion also covers the mindset shift marketers need when moving between startups and enterprises, why instant gratification culture shapes how buyers respond to ads, and how curiosity drives better decision-making in growth roles.
What you’ll learn:
Connect with Sam:
Ready to improve your digital user experience? Optimize conversions, customer lifecycle, and retention with www.smartpandalabs.com. Subscribe to our podcast and never miss an episode! - www.youtube.com/@everythingclickspodcast
Dr. Shoma Datta, Medical Director at Next Health, has built her career at the intersection of innovation and empathy; first as a gynecologic robotic surgeon and now as a leader scaling hybrid care models.
In this episode, Shoma explains why digital tools should extend, not replace, real patient relationships and how healthcare leaders can modernize operations without losing the human touch.
You will hear:
- How Next Health shifted its care model to focus more on in-person continuity
- Where AI, async tools, and diagnostics add value and where they fall short
- Why patient trust matters even more in cash-pay and non-primary care models
Learn how to scale clinics while keeping empathy and connection front and center, and what other industries can learn from healthcare about blending digital with personal service.
=== Connect with Shoma:
- LinkedIn: https://www.linkedin.com/in/shomadattamd
- Website: https://www.next-health.com
=== About the Everything Clicks podcast:
Everything Clicks is a podcast about customer experiences that wow consumers while driving profitable growth. Each week, we dissect the strategies and tactics of top B2C marketers at leading Fortune 5000 companies.
📣 Subscribe now for more insights on creating digital experiences that convert.
📱 Follow me on LinkedIn: https://www.linkedin.com/in/shamirduverseau/
🌐 Smart Panda Labs: www.smartpandalabs.com
Shamir Duverseau is the Managing Director and host of the Everything Clicks podcast.
In this special Q&A episode, he tackles audience questions about the biggest challenges in digital customer experience.
From demonstrating the value of post-click optimization to building experimentation cultures and implementing AI, Shamir shares practical advice on bridging the gap between what customers expect and what organizations can deliver:
And much more.
=== Connect with Shamir:
=== About the Everything Clicks podcast: Everything Clicks is a podcast about customer experiences that wow consumers while driving profitable growth. Each week, we dissect the strategies and tactics of top B2C marketers at leading Fortune 5000 companies.
📣 Subscribe now for more insights on creating digital experiences that convert.
📱 Follow me on LinkedIn: https://www.linkedin.com/in/shamirduverseau/
🌐 Smart Panda Labs: www.smartpandalabs.com
Seasoned lifecycle marketing expert Cat Covert reveals how brands can break free from the discount hamster wheel and build stronger, more sustainable customer relationships.
She explains that marketers are missing massive opportunities by limiting their efforts to post-purchase messages. Instead, Cat shares how to use customer data to create personalized experiences across the entire journey, from first click to repeat purchase.
She also explains the critical role of tech stack integration, how to avoid wasting spend on outdated ads, and what AI is (and isn’t) good for in real-world marketing ops.
Learn how smart marketers extend every acquisition dollar’s value by syncing real-time data back to media channels.
What you’ll learn:
- Why lifecycle marketing actually starts at the first ad (not the first email)
- How overusing discounts erodes brand value and leads to customer “deal addiction”
- The most overlooked tactic for increasing ROI on acquisition spend
- Key ways to use AI to save time and segment more effectively
- Why tech stack compatibility and team alignment matter more than fancy tools
- How to use real-time data to personalize CXs without burning your budget
=== Connect with Cat:
- LinkedIn: www.linkedin.com/in/catcovert
=== About the Everything Clicks podcast:
Everything Clicks is a podcast about customer experiences that wow consumers while driving profitable growth. Each week, we dissect the strategies and tactics of top B2C marketers at leading Fortune 5000 companies.
📣 Subscribe now for more insights on creating digital experiences that convert.
📱 Follow me on LinkedIn: https://www.linkedin.com/in/shamirduverseau/
🌐 Smart Panda Labs: www.smartpandalabs.com
Vijay Chittoor is co-founder and CEO of Blueshift.
In this episode, he shares how brands can break free from siloed customer engagement using his "Three D's" framework.
From his experience building companies acquired by Groupon and Walmart, Vijay reveals:
- How to implement AI-driven decision-making in marketing
- Why customer engagement should be cyclical, not linear
- How to orchestrate personalized experiences across every touchpoint
Learn how to build "data artist" marketing teams, why thinking in flywheels beats funnels, and practical steps for getting started with AI without perfect data.
=== Connect with Vijay:
- LinkedIn: https://www.linkedin.com/in/vijaychittoor/
- Website: https://blueshift.com/
=== About the Everything Clicks podcast:
Everything Clicks is a podcast about customer experiences that wow consumers while driving profitable growth. Each week, we dissect the strategies and tactics of top B2C marketers at leading Fortune 5000 companies.
📣 Subscribe now for more insights on creating digital experiences that convert.
📱 Follow me on LinkedIn: https://www.linkedin.com/in/shamirduverseau/
🌐 Smart Panda Labs: www.smartpandalabs.com
Ravi Chandramouli is the Director of Solutions Engineering at Smart Panda Labs.
In this episode, he exposes the hidden complexities behind marketing tools that promise drag-and-drop simplicity and reveals when these tools work, when they fail, and how to avoid costly mistakes:
- When low-code/no-code platforms empower marketers vs. when they create technical debt and security risks
- How to make smart build vs. buy decisions by understanding the true costs of custom development and enterprise software
- Practical frameworks for improving communication between marketing and IT teams to avoid costly misalignment
Learn the real considerations behind build vs. buy decisions and how the future of marketing requires technical fluency without becoming an engineer.
=== Connect with Ravi:
- LinkedIn: https://www.linkedin.com/in/ravi-chandramouli/
- Website: https://www.smartpandalabs.com
=== About the Everything Clicks podcast:
Everything Clicks is a podcast about customer experiences that wow consumers while driving profitable growth. Each week, we dissect the strategies and tactics of top B2C marketers at leading Fortune 5000 companies.
📣 Subscribe now for more insights on creating digital experiences that convert.
📱 Follow me on LinkedIn: https://www.linkedin.com/in/shamirduverseau/
🌐 Smart Panda Labs: www.smartpandalabs.com
Chris Pilsner is Executive Director of Relationship Management & Digital Experience at UMass Amherst.,
In this episode, she shares her proven strategies for breaking down organizational silos and driving digital transformation in the higher education space.
Drawing on 15+ years of experience in major advertising agencies and a deep academic background, Chris reveals:
- How she navigates change management challenges
- Builds cross-functional alignment around major CRM initiatives
- And balances student expectations with institutional constraints.
Learn her approach to managing email overload that impacts student success, maintaining student-centric focus through cross-functional collaboration, and more.
=== Connect with Chris:
- LinkedIn: https://www.linkedin.com/in/cfoleypilsner/
- Website: https://www.umass.edu
=== Resources:
UMass IT strategic plan: https://www.umass.edu/it/strategic-plan
=== About the Everything Clicks podcast:
Everything Clicks is a podcast about customer experiences that wow consumers while driving profitable growth. Each week, we dissect the strategies and tactics of top B2C marketers at leading Fortune 5000 companies.
📣 Subscribe now for more insights on creating digital experiences that convert.
📱 Follow me on LinkedIn: https://www.linkedin.com/in/shamirduverseau/
🌐 Smart Panda Labs: www.smartpandalabs.com
Pedro Araujo, Chief Marketing Officer at Orlando City SC and Orlando Pride, shares his data-driven approach to creating authentic fan experiences.
Learn how he balances emotional connection with performance metrics, builds marketing tech stacks on limited budgets, and creates consistent experiences for fans across multiple touchpoints.
Pedro offers advice on how to leverage fan feedback and optimize conversion funnels, highlighting the importance of representing local culture while competing as a challenger brand in professional sports.
Visit Myrtle Beach's VP of Marketing, Stuart Butler, reveals how shifting from paid advertising to owned content and branded entertainment delivers a better ROI while creating authentic connections with travelers. Learn how an innovative approach to accessibility initiatives and storytelling bridges the experience gap between what travelers expect and what destinations typically deliver. Discover practical strategies for using AI in travel marketing, transforming audiences into advocates, and measuring the real impact of authentic content.
Webtrends Optimize’s Commercial Director Stuart Rex reveals the $240 billion disconnect between ad spend and post-click optimization — and why this imbalance is costing marketers conversions. Learn how Google’s increasing focus on landing page quality creates an opportunity to reduce ad costs while improving results and tested, practical approaches to experimentation without getting overwhelmed. Get a step-by-step playbook for optimizing your landing pages and discover how to identify your “North Star” metric.
Salesforce Technical Architect Director, Tom Leddy, reveals why data silos and legacy systems are undermining customer experiences and how to fix them. Learn the key steps for building a cohesive data strategy before you implement AI, why technical and marketing teams must bridge communication gaps, and practical approaches to demonstrate direct ROI from quality data initiatives. Find out how to evolve from outdated legacy systems to modern, integrated architectures that power personalized CX.