"The right level of debate leads to better answers and is oftentimes the critical and exciting part" Howard is joined by the Managing Director of the world's oldest bank and the largest custody bank in the world ranked 180 on the Fortune 500 list–BNY Mellon– Aaron Todd. Aaron shares the challenges in leading a storied organization as well as the practical techniques and teams he is involved in order to drive their transformation. Learn how a transformation veteran was able to help a diverse and ...
Sep 01, 2022•38 min•Season 4Ep. 18
"The people who are doing the work, actually know the work better than anyone and already know what needs to be done. They have already figured out the why and what, but have never been empowered enough or have never been provided with the right tools or processes to be able to deliver on this." Howard is joined by the Previous CDO of Avis, CIO of Alaska Airlines and Head of Strategic Consulting at WeWork, Veresh Sita. Veresh shares how he has been able to consistently unlock the potential of th...
Aug 18, 2022•35 min•Season 4Ep. 17
"The wise person is someone who doesn't have to resolve the contradiction to recognize that there is actually this dialectic of so many things that you can't resolve, but have to figure it out." Howard is joined by the New York Times bestselling author, world-renowned speaker, and Chief Research Officer at PA Consulting, Charlene Li. Charlene gives us an exclusive look into her thoughts and observations on some of the topics that will be in the new book she is currently working on. How can leade...
Aug 04, 2022•40 min•Season 4Ep. 16
"The digital medium allowed publishers to enter the global market." Howard is joined by the digital transformation veteran of the publishing industry and SVP of the Direct to Consumer Business at Highlights Magazine, David Gitow. David talks about how digital has affected the publishing industry and shares his observations about consumers' on-demand needs. Does knowing which news platform it's on still matter to the consumer if everything is easily accessible? Learn how publishers can leverage a...
Jul 28, 2022•34 min•Season 4Ep. 15
"Every single company, regardless of the size, have growth disconnects." Howard is joined by the Wall Street Journal bestselling author of Ascend Your Start Ups , world-renowned speaker, multi-billion dollar company advisor, and award-winning thought leader, Helen Yu. Helen shares the parallels between successfully creating and bringing new products to market with climbing to the peak of Mount Everest. She also argues that there are multiple disconnects that can surface for an organization on th...
Jul 21, 2022•31 min•Season 2Ep. 14
"If customers don't believe what you say about yourself, what is it that they do believe?" Howard challenges us to rethink how we view marketing in light of how much it's changed because of the digital age. Studies have shown we see thousands of ads a day without realizing it. Listen to this episode of Winning Digital Customers: The Podcast to learn what matters most to today's digital customers when it comes to making a purchase decision. Winning Digital Customers | The Podcast focuses on stori...
Jul 14, 2022•27 min•Season 4Ep. 13
Digital transformation is as much about people as it is about technology. Howard is joined by the former Chief Customer Officer and Head of Customer Experience and Global Sales Excellence of Ericsson--the $25B global telecommunications firm where many digital transformation-related work is happening--Tabitha Dunn. Tabitha shares how building an excellent customer experience practice is more than just hiring the right people and getting the right technology. Find out how you can measure the succe...
Jul 07, 2022•38 min•Season 4Ep. 12
"it's not all about digital or all about a website, but recreating that in-store experience as well." Howard is joined by the Chief Marketing Officer of Circuit City, Victor Elman. Victor shares what caused Circuit City to go out of business and how it was able to rise from the ashes. Digital experiences can make different products look and feel the same compared to the sense of discovery you can get from an in-store experience. Find out what trends a large retailer like Circuit City are discove...
Jun 30, 2022•34 min•Season 4Ep. 11
"The best ideas don't come from a blank sheet of paper." Howard sits with us to talk about the common mistakes we often make when we ideate. We need to generate a fertile field of ideas, but implement only a few of them. More often than not, ideas that don't look good in the moment could potentially solve a problem that may surface somewhere down the line. Listen to this episode and find out the best way to overcome the most common ideation mistakes that happen within the organization. Winning D...
Jun 23, 2022•24 min•Season 4Ep. 10
"The satisfied customer is not a loyal customer. They're just satisfied for the moment." Howard is joined by the Wall Street Journa l bestselling author, Experience Expert who has spoken in all over the world and the Chief Amazement Officer at Shepard Presentations, Shep Hyken. Shep walks us through the ins and outs of how to amaze customers. He argues that amazement is not triggered by an over the top experience, but a predictable experience that is always better than average. Even when we want...
Jun 16, 2022•38 min•Season 4Ep. 9
"In God we trust, all others bring data." Howard is joined by the Vice President of Quality and Operational Excellence at Molex–an 80 year old, $9 billion electronic connector manufacturer–and one of the thirteen pioneer Six Sigma blackbelts, John Petta. John shares his experiences for how powerful data is when it's accurate and when you're asking the right questions to solve the problem. Learn firsthand how John used data to make the former CEO of GE, Jack Welch, tell him that he blew his mind ...
Jun 09, 2022•35 min•Season 4Ep. 8
"Digital provides a less personal experience." Howard sits down to argue that digital is able to provide a person experience to your customers in this week's episode of Winning Digital Customers The Podcast. If personal connections were still so important in the digital age, then companies like Amazon, Facebook, and Google wouldn't be the success that they are today. Listen to learn the five key aspects that makes an experience "personal" for a customer. Winning Digital Customers | The Podcast f...
Jun 02, 2022•32 min•Season 4Ep. 7
Welcome back to another season of Winning Digital Customers The Podcast! In this week's episode, we are joined by the Chief Digital and Information Officer at Tupperware, Rekha Ramesh. Rekha shares how Tupperware was able to use the global pandemic to accelerate their digital plans including what opportunities and challenges "traditional" companies face when going digital. She also explains why some organizations have began marrying the CIO and CDO roles, and how likely the CDIO trend will pick ...
May 26, 2022•37 min•Season 1Ep. 6
In this week's episode of Winning Digital Customers The Podcast, Howard is joined by the CEO of Ruh Global Impact, Debra Ruh. Debra is an expert in creating digital innovations geared to help people with accessibility issues. She has received a humanitarian award for her work in making digital experiences accessible for people with disabilities, written about this topic on Forbes, and was invited to share her thoughts about this with the United Nations. Creating amazing digital experiences for a...
May 19, 2022•33 min•Season 4Ep. 5
In this week's episode of Winning Digital Customers The Podcast, Howard sits down to talk to you about why focusing entirely on a single goal or plan is a bad thing. Howard argues that sometimes, it might be worth pursuing moonshot ideas even if they might seem risky. No one wants to focus their entire strategy under the wrong goal and put all their eggs in one basket. Listen to learn what mistakes to avoid and maximize your strategy while keeping the flexibility to course-correct. Winning Digit...
May 12, 2022•18 min•Season 4Ep. 4
In this week's episode of Winning Digital Customers The Podcast, we sit down with the infamous David Meerman Scott, author of 12 books, but most notably The New Rules of Marketing and PR which is about to be released in the 8th edition translated in over 30 languages, and coining the term "news jacking" which is now present in the Oxford dictionary and the lexicon of dozens of marketers. David talks about his book The New Rules of Marketing and PR where he gives a step-by-step guide on leveragin...
May 05, 2022•43 min•Season 1Ep. 3
In this week's episode of Winning Digital Customers The Podcast, we sit down with the Founder, Chairman, and Principal Analyst of Constellation Research–a Silicon Valley-based company focused on looking at the future–Ray Wang. Ray talks about the metaverse, decentralized autonomous organizations, Web 3.0 infrastructure, cryptocurrency, and how it will affect all areas of our lives in the coming years. The future of the digital economy is brighter than ever, but as the metaverse shadow looms arou...
Apr 28, 2022•33 min•Season 4Ep. 2
Welcome back to another season of Winning Digital Customers The Podcast! In this week's premier episode, we are joined by the Global Chief Digital Officer of Royal Canin, one of the largest global brands for pet food, Peirre-Charles Parsy. Pierre-Charles shares the techniques and preparations that allowed Royal Canin to rapidly deploy their direct-to-consumer platform in response to the global pandemic. He also talks about how being a trusted and loved company can help empower an organization th...
Apr 21, 2022•33 min•Season 4Ep. 1
We’re kicking off this season with some of today’s biggest names in the digital transformation space. You’ll hear me interview and get exclusive insights from the CTO of TIME, the Chief Research and Analytics Officer at CBS, the Chief Marketing Officer at Navy Federal Credit Union, and more! You may even spot a few of your favorite digital influencers showcased this season. And just like last season, I’ll be sharing insights and stories from my 25+ years of experience helping today’s largest bra...
Apr 12, 2022•1 min
Join Howard for a discussion about the four different categories of employees, including Gatekeepers, Insight Owners, Builders and Operators. He'll walk through who fits into each category why all of them are vital to a successful digital transformation — the key is to know how and when to bring them in! Winning Digital Customers | The Podcast focuses on stories of digital transformation, told by the people who led them. The podcast covers a range of topics including digital transformation, ente...
Feb 17, 2022•24 min•Season 3Ep. 15
In this episode, Howard is joined by New York Times Bestselling Author and Certified Tequila Sommelier, Jay Baer. Jay sits down to talk about what brands like Chewy are doing right, the crucial alignment that's needed between marketing and customer experience teams, and why convenience is the new location. Tune in to hear why marketers need to focus their strategy on retention rather than increasing acquisitions. To learn more about Jay, visit: https://www.jaybaer.com/ https://www.jaybaer.com/bl...
Feb 10, 2022•31 min•Season 3Ep. 14
In this week's episode, Chief Customer Officer at Mailchimp, Carine Roman, joins Howard to talk about what being "customer-centric" means to her, how large companies can create customer intimacy at scale and the differences between product versus service-led growth. Tune in to hear the secrets behind how Mailchimp keeps its finger on the pulse of its customers and ways to successfully leverage customer insights into actionable strategies for the entire company. To learn more about Carine, visit:...
Feb 03, 2022•38 min•Season 3Ep. 13
In today's episode, Howard sits down to talk about ways to combat some of the perceived downsides of creating a great customer experience. Howard refutes common worries digital transformation cynics may be pointing out. He addresses concerns regarding higher chances for fraud, making returns too easy for customers, and why digital channels having lower conversion rates than traditional retail channels may not be so bad after all. Tune in to hear why the benefits for improving digital customer ex...
Jan 27, 2022•23 min•Season 3Ep. 12
In this week's episode, one of the top 25 global thought leaders of 2021 and award-winning certified customer experience keynote speaker, Stacy Sherman, joins Howard to discuss what companies may be getting wrong about customer experience, closing the feedback loop, and building trust through testing, analyzing, adjusting and repeating pilot programs. Tune in to hear why Stacy considers the customer experience team the "glue" and strategies to improve customer experience in 2022. To learn more a...
Jan 20, 2022•33 min•Season 3Ep. 11
In today's episode, Chief Digital Officer at Customers Bank, Dan Armstrong, sits down to talk about his experience launching digital products and channels in 43 countries throughout Africa, Asia, Europe, North America, and South America. Tune in to hear Dan discuss commonalities he's discovered between some of the banking challenges customers are facing around the world, how he applies the lessons he's learned from his time abroad to his current work in the US market, and gives insight into incr...
Jan 13, 2022•33 min•Season 3Ep. 10
We're ringing in the New Year with an episode dedicated to unlocking new perspectives. Have you ever wondered why we refer to ending a phone call as "hanging up" the phone? Or why we say "rolling up" the car windows when we're closing them? Today's most successful companies are giving their customers the best possible experiences by thinking outside of the box and disrupting the way we normally operate. Uber brought a fresh perspective to taxis. Amazon, a fresh perspective to retail. In this epi...
Jan 06, 2022•19 min•Season 3Ep. 9
We're rounding out the year with one of 2021's Top Influential Leaders in Hospitality and the creator of The Five Star Review System, Adele Gutman. Adele sits down to talk about empowering her teams, inspiring great reviews, and the value behind both positive and negative customer feedback. Tune in to hear the secrets behind delivering great experiences for guests at every touchpoint. To learn more about Adele, visit: http://www.adelegutman.com Winning Digital Customers | The Podcast focuses on ...
Dec 30, 2021•42 min•Season 3Ep. 8
In this week's episode, Howard is joined by the SVP, Marketing and Communications at Navy Federal Credit Union, Pam Piligian, as she reveals the secrets behind being the six-time recipient of Forrester’s CX Index Best in Class Ranking. As an avid runner who has completed more than 45 marathons, Pam discusses tackling the longest race of her professional life: the marathon that is the customer experience journey. She also discusses the three pillars that guide her team in delivering great custome...
Dec 23, 2021•35 min•Season 3Ep. 7
As 2021 comes to a close, Howard examines key strategies that you can use to guide your teams to work more effectively together, and four areas that those strategies fall under: Goals, Vocabulary, Information and Humanity. He'll discuss the things he's learned from his experience and talking with experts, why vocabulary is so important, and why conflict is actually a good thing for your team. Winning Digital Customers | The Podcast focuses on stories of digital transformation, told by the people...
Dec 16, 2021•20 min•Season 3Ep. 6
In this week's episode, we're joined by the former Chief Commercial and Experience Officer at Vineyard Vines and Founder of D.O.B, Noah Treshnell. Noah talks about learnings from his extensive career in retail working with top brands like Sephora, Restoration Hardware, and Levi's. He discusses the importance of strategic alignment, investing in your employees, and building a purpose-based business. Noah also dishes on the mission behind his own company, Date of Birth. To learn more about Noah, v...
Dec 09, 2021•41 min•Season 3Ep. 5
