Podcasts

Inside a Rebrand: How Twilio Got Its Swagger Back with CMO Chris Koehler and VP of Brand Adam Morgan

Twilio just reintroduced itself to the world with a bold new brand—and in this kickoff episode of Builders Wanted, you’ll meet the leaders behind it.

Balancing Self-Service and White Glove CX

In this episode, Tom Studdert, Senior Vice President of Customer Experience at Payscale, discusses parallels between education and customer experience, mapping the customer journey and maturity curve, and strategies for measuring adoption.

The Age of AI-Driven Customer Delight

In this episode of Twilio's Builders Wanted podcast, Guneet Singh, VP of Customer Experience & Care at AppFolio, discusses the role of customer experience in an organization, implementing effective feedback loops, and balancing AI and human interaction.

The Art of Simplicity: AI, Brand Perception, and CX with Gabrielle Boko, CMO of NetApp

In this episode of Twilio's Builders Wanted podcast, Gabrielle Boko, Chief Marketing Officer at NetApp, discusses AI as a competitive differentiator, NetApp’s brand refresh and the sustainability of AI.

ING’s Matteo Pomoni: Identifying Key Moments of Truth in Customer Data

In this episode of Twilio's Builders Wanted podcast, Matteo Pomoni, Global Head of Retail Daily Banking and Funds Entrusted at ING, discusses do’s and don’ts of customer obsession, coping with channel competition, and key moments of truth in data.

The Customer Obsession Advantage’s Marbue Brown: How to Become Customer-Obsessed

In this episode of Twilio's Builders Wanted podcast, Marbue Brown, founder of The Customer Obsession Advantage, discusses the difference between being customer-driven and customer-obsessed, how AI is affecting customer experience, and anticipating customer needs.

Good Data, Better Marketing - The Key To Customer Engagement: Consent and Iteration

In this episode, Twilio Segment's Matt Smidebush, RVP of Global Customer Success Programs and Seth Familian, Director of Global Advisory Services discuss identity resolution, capturing consent, and the power of iteration.

Good Data, Better Marketing - Engaging Consumers Through Human-Centric Strategies

In this episode, Umi Patel, VP of Consumer Insights & Analytics at PepsiCo's North America Beverage Portfolio, discusses the importance of collecting household data that powers personalization, how they are developing human-centric stories from data, and the power of blending different types of data.

Good Data, Better Marketing - Why a Strong Data Foundation is Business-Critical

In this episode, Kendell Timmers, SVP and Head of Data & Insights at The New York Times, discusses how they have built a strong data foundation, personalizing paywalls, and the looming cookie apocalypse.

Good Data, Better Marketing - Improving Customer Engagement

In this episode, Pepe Valiente, Senior Management Consultant at IBM Garage, talks about the risks of digital transformations and the importance of personalization, simplicity, and privacy for the customer experience.

Building Brand Loyalty Through Frictionless Customer Support

In this episode, Adele Hedden, Head of Customer Experience at Faire, talks about how to build a proactive customer service model built on data, why companies need to be strategic around service modality, and how creating a unified customer view improves employee experience and customer experience.

Good Data, Better Marketing - How Integrated Customer Journeys Improve Patient Health

In this episode, Rahul Kak, Vice President of Customer Health & Experience at Aetna, a CVS Health Company, talks about the consumerization of the healthcare industry and how his team is improving patient outcomes by leveraging predictive analytics and personalized, educational nudges.