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Zuora CEO: The Subscription Economy

Netflix. Spotify. Amazon Prime. These days, we don’t buy, we subscribe. Tien Tzuo, founder and CEO of Zuora, has a name for it: the Subscription Economy. Subscription models open up more choices and new experiences for consumers, and huge financial opportunities for companies that rethink their entire business model around the customer. On the podcast, Tzuo talks about his new book, “SUBSCRIBED: Why the Subscription Model Will be Your Company’s Future – and What to Do About It,” and explains...


Monster: When Disruptors Get Disrupted

Monster is the original disruptor. But, over the years, the site that changed the way that people search for jobs itself got disrupted. Elliott Seaborn, SVP of Integrated Marketing at Monster, talks about how the company is using its strong brand and customers to regain its purpose of advancing lives. Listen to this podcast to learn: • How Monster is turning itself around from a “vicious circle to a virtuous cycle” • How customer insights and ideas became the company’s “connective tissue”...


Twitter: The Art of Influence and Discovery

It seems like everyone in the world is on Twitter. Including brands. But what works, and what doesn’t? Alex Josephson knows. As Head of Global Brand Strategy, Alex and his team are helping brands to create outsized impact and get attention on the platform. He joins the podcast to describe how Twitter, and the way brands use it, has changed over the years, and what it takes to get noticed in the Twitterverse. Listen to this episode to learn: • What sets Twitter apart from other social media...


Consumer Reports CEO: Consumers as a Sleeping Giant

Consumer Reports has been on the consumer’s side for more than 80 years. The non-profit organization serves more than six million paying members, accepts no ads, and buys every product it reviews -- from cars to food to smartphones. CR also has an award-winning investigative reporting team that rigorously exposes unsafe products and services, and an advocacy division that secures strong pro-consumer policies and practices in government and across industries. President and CEO Marta...


Marriott International: A Brand is a Promise

As an SVP at Marriott International, Julius W. Robinson is the global brand leader for Marriott Hotels and Sheraton Hotels & Resorts, two iconic brands. He explains why it takes a lot more than a slick advertising campaign to create a world-class “brand.” It’s about creating emotional connections and guest experiences that will inspire customers to make a brand their own. Listen to this episode to learn: • What goes into being one of the “Most Innovative” companies in the world • Why...


Ford Motor Company: A New CMO’s First Act

Joy Falotico has been with Ford for 29 years. But she’s been Ford’s new CMO and head of the Lincoln brand for just a few weeks. Joy joins us at the New York International Auto Show, minutes after the unveiling of Lincoln’s new luxury SUV, the Aviator -- and shares how her background with finance and customer service has prepared her for what’s ahead. Listen to this episode to learn: • New technology trends that are reshaping the driving experience • Insights that inform the design of...


Palo Alto’s CTO: The Smart Future of Cities and Society

Jonathan Reichental, Ph.D. is a world-renowned “smart city” expert, working for a city at the heart of Silicon Valley. A professor, author and speaker, Dr. Reichental discusses the future of urban living and explains the consequences of a future built around software, data and algorithms. Listen to this episode to learn: • Technology’s impact on transportation, economy, climate and democracy • What is a “smart city,” and why innovations like self-driving cars and solar energy could be...


Comcast: The Product Guy Transforming CX

Charlie Herrin, Chief Customer Experience Officer at Comcast Cable, is doing the impossible: turning America’s largest cable company into a customer experience leader. A product guy at heart, Herrin shares wisdom that anyone embarking on a CX transformation will want to hear. In this episode you’ll learn: • How Comcast is embedding customer service and experience into its technology • Why NPS is most useful as a system, rather than a score • Why you should never overlook employee...


Metro Bank CEO: Creating Fans, Killing Stupid Rules

Metro Bank is the U.K.’s first high street retail bank in more than a century. CEO Craig Donaldson, named the ‘Most People-Focused CEO of the Year’ and ‘Most Highly Rated UK CEO’, shares how Metro Bank is creating fans by promising a lot and delivering even more. Listen to this episode to learn: • Tips for any CEO on how to communicate better, be present, and lead a customer-inspired organization • Why fan bases are the result of brand experiences, not advertising and sales targets • The...


Lego & Gatorade: Innovation as “Dating” Your Customers, Not Fighting Competitors

David Robertson, MIT Sloan Senior Lecturer, speaker, and author explains why any innovation success – whether it’s a sports drink or a plastic brick toy – is cyclical and requires looking both inward, at the brand’s essence, and outward, at customers. Listen to this episode to learn: • How Lego, Gatorade, and GoPro have overcome adversity by innovating around their core brand offerings • The key question every brand must ask themselves before innovation • Why brands must look at innovation...


Hyatt Hotels: Knowing What to Innovate Next

Hyatt Hotels Corporation is one of the world’s leading hospitality brands. Jennifer Kirby, Managing Director of Innovation at Hyatt, talks about how her team finds, tests, and prioritizes which new ideas to pursue in order to create and deliver the very best guest experiences. Listen to this episode to learn: · How to balance customers’ desires against financial feasibility and scalability · Why adopting technology for technology’s sake is never a good idea · How to promote innovation...


MSNBC’s Ali Velshi: Journalism and the Business of Making People Smarter

Ali Velshi, MSNBC Anchor and Business Correspondent for NBC News and MSNBC, joins the podcast to talk about the big issues of our time: fake news, the global decline in trust, corporate responsibility, wealth inequality, and Donald Trump. It’s all on the table. Listen to this episode to learn: • Why we all have to “triangulate” our news from a variety of sources • What’s contributing to society’s rapid decline in trust, and what we can do about it • The consequences of wealth inequality...


What if Lincoln had Email? What History Teaches Us About Leadership

Great leaders are made, not born. Harvard Business School professor and historian Nancy Koehn shares lessons in leadership from her new book, Forged in Crisis: The Power of Courageous Leadership in Turbulent Times. Listen to this episode to learn: • How leaders like Abraham Lincoln, Howard Schultz, and Ernest Shackleton have overcome great adversity to succeed • The characteristics and behaviors that all successful leaders share • Guidance for all who aspire to be great leaders


Boston Celtics: The Global Business of Sports, Fans, and Legacy

The Boston Celtics are one of the world’s most popular and valuable pro sports teams. Celtics President Rich Gotham shares how he engages with passionate fans, turning them into profitable customers. Listen to this episode to learn: ● How Gotham helped turn the Celtics from “an under-managed asset” to a high-functioning business operation ● Why the value of pro sports is increasingly about “creating experiences and access through content” ● How the NBA and the sport of basketball is...


Citizens Bank CMO: Winning the Hearts and Minds of Employees in “the Middle”

Citizens Bank CMO and Head of Consumer Strategy Beth Johnson doesn’t rely on a score to get closer to customers. She uses data, insight, and company culture to think differently and grow the business. Listen to this episode to learn: -Why Net Promoter Score is one tool in a system to drive customer loyalty -Practical ways to encourage mid-level colleagues to feel invested in customer success -Why companies need to think differently about customers and challenge assumptions


Big Data: “A Fishing Expedition on Steroids”

Michael Solomon, Professor of Marketing at Saint Joseph University, is with us to explain why marketing isn’t about finding data patterns and segmentation. It’s about emotions, feelings, and connecting with the human mind. Listen to this episode to learn: • Why big data can sometimes mislead • The value of marketers giving up control of their brand • Why the line between consumer and producer is blurry • How consumers’ desires for perfection can work in a brand’s favor


Jaguar Land Rover: Understanding Every Customer’s Perspective (Even the Dog’s)

Jaguar Land Rover, the UK’s biggest car maker, is a global icon in luxury, performance, and style. Joanne Pearson, the company’s director of global customer insights, is with us to talk about how Jaguar Land Rover runs a fine-tuned, “customer-first” machine. Listen to this episode to learn: • Why “customer-first” is an advantage in the competitive global luxury automotive space • How to build internal collaborative teams around empathy for the customer • Practical techniques to employ for...


Deconstructing Innovation Challenges (and how to Overcome Them)

Innovation is hard. At big companies, that’s an understatement. Scott Kirsner, journalist, author, and editor & co-founder of Innovation Leader, helps us understand why, and what big companies can do about it. Listen to this episode to learn: ● The cultural barriers that inhibit innovation at large organizations ● Real-world strategies for bringing out the best ideas from employees and customers ● Where innovation at large organizations is headed


Global Hotel Alliance CEO on Building Loyalty Through Experience (Not Points)

With 10 million loyalty members spanning 76 countries around the world, Global Hotel Alliance (GHA) is a force in the hospitality industry. CEO Christopher Hartley discusses GHA’s collaborative approach to building loyalty and a different kind of guest experience. Listen to this episode to learn: ● Why it’s important to innovate with consumers and stop chasing the competition ● How to create a loyalty program that isn’t just about the points ● What it means to provide local experiences on...


PepsiCo is on a Nutrition Mission

PepsiCo’s President of Global Nutrition and acting North American CMO, Lisa Mann, is on a mission: promote health, wellness, and innovation at one of the world’s largest food and beverage companies. Is that even possible for a company known for soda and salty snacks? Listen to this episode to learn: • Why simplicity is such an innovative concept in the food and beverage industry • The effectiveness of transparency and authenticity in marketing • Advice on transforming the perception of a...