Shamir Duverseau

Everything Clicks

About the show

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.

Newest episodes

Starbucks' CX Advisor on Why AI Won't Be Your Competitive Edge - John DiJulius

Nov 5, 2026 34 min

Starbucks and Ritz-Carlton advisor John DiJulius on why customer experience is everyone’s job, and how AI and your frontline team should work together. John DiJulius is founder and Chief Revolution Officer of The DiJulius Group, a customer experience consultancy whose client list includes Ritz-Carlton, Starbucks, Chick-fil-A, and Marriott. He's also the founder of John Robert's Spa, a top-20 US salon, and the author of six books on customer and employee experience, including The Customer Service Revolution. In this conversation, John and Shamir get into why the people who design a digital experience are rarely the ones living through it, what happens when a chatbot can't get a customer where they need to go, and why technology alone stopped being a competitive edge the moment every competitor could copy it in a sprint. === Listen to the full episode to learn: - Why organizations define "customer experience" too narrowly, and what they're missing because of it- What "empathy fatigue" costs your front line, and how to fight it- Why John jokes that the best loyalty strategy is to screw up first Learn how to find the moments in your digital journey where a human still needs to step in, before your customer gives up. === Connect with John: LinkedIn: https://www.linkedin.com/in/dijulius Website: http://thedijuliusgroup.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

Data Storytelling: Why Analysis Goes Nowhere - Travis Grunewald

Oct 29, 2026 30 min

Anyone can build the model. Getting a decision maker to trust it and act on it is a different job, and it is the one that creates the value. Travis Grunewald is VP of AI and Analytics at Solvenna. He has watched the same quality of analytical work create tremendous value in one organization, and go absolutely nowhere in another. The differentiator is whether the decision maker understands it, trusts it, and knows what to do with it. His framework is three questions: what happened, why does it matter, what's next. A complete story answers all three. A compelling one answers them in the order the audience needs to hear them. === Listen to the full episode to learn: - Why a decision maker who doesn't understand your model will never act on it - How the "so what" ladder turns a churn stat into a revenue problem the CFO owns - Why executives should hear "what's next" first, and technical audiences should hear it last - What analysts gain when AI moves them from 90% analysis to 60%- Learn how to turn an analysis into a decision the business will act on. === Jump to: 02:47 Why good analytical work goes nowhere 04:36 The framework: what happened, why it matters, what's next 06:38 Ordering the story for your audience 09:47 What "emotion" actually means in a data story 11:39 The "so what" ladder 16:03 Asking product, marketing and ops what changed 21:01 The 90/10 problem and the 60/40 fix 22:48 "I'm not going to let him fly the plane" 26:20 Four ways to start telling better data stories === Connect with Travis: LinkedIn: https://www.linkedin.com/in/travisgrunewald/ Website: https://solvenna.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.linked...

Why Customers Convert and Still Slip Away

Oct 15, 2026 12 min

Anyone can buy a click. What decides whether a customer stays is the question they ask right after: did I do the right thing? That question has a name. In Smart Panda Labs' Six Decision Hurdles it's Confirmation, the fifth of six hurdles a customer clears before they commit for good. The sixth is Continuity: is this still right for me, should I keep going? Both happen after the click, and the follow-up is where most marketing falls apart. Usually because they’re looking at the numbers from the wrong vantage point. Acquisition is easy to count, so it's easy to celebrate and easy to defend in a budget meeting. The numbers that actually decide whether a business is healthy all get set on the other side of that click. In this episode, Shamir Duverseau makes the case using four conversations from previous episodes of the show. === Listen to the full episode to learn: - Why retention metrics are the ones the C-suite cares about, and the reason they still lose budget fights - What Confirmation is during the post-click experience, and how a customer can convert and still slip away - Why the benchmark for your follow-up isn't your competitor, it's the best experience your customer had anywhere this week - How the flywheel replaces the funnel, and why retention is the same decision made again Learn how to treat the post-click experience as one continuous job rather than a stage tacked on after the sale. Ready to improve your digital user experience? Optimize conversions, customer lifecycle, and retention with Smart Panda Labs. Subscribe to our podcast and never miss an episode!

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All episodes

Starbucks' CX Advisor on Why AI Won't Be Your Competitive Edge - John DiJulius

Nov 5, 2026 34 min

Data Storytelling: Why Analysis Goes Nowhere - Travis Grunewald

Oct 29, 2026 30 min

Why Customers Convert and Still Slip Away

Oct 15, 2026 12 min

Why You Should Stop Separating Acquisition and Retention and Treat Them as One System - Dan Grossman

Oct 1, 2026 40 min

Dan Grossman is SVP of Marketing at Doctronic and founder of Antidote Group, a fractional CMO and advisory practice. He previously led consumer marketing at Snapchat, brand and product marketing at Sword Health, and held VP roles at NTWRK and VaynerMedia earlier in his career. In this conversation, Dan explains why treating acquisition and retention as separate problems with separate owners and separate budgets consistently costs companies more than they realize. This discussion also covers what lifecycle marketing can realistically do versus what the product itself has to deliver, how to compete when a larger player can simply outspend you, and where AI creates genuine leverage in marketing today versus where it just produces mediocre output faster. === Listen to the full episode to learn: - How the connected-funnel playbook works in practice—and why it only works if the product is actually good - What lifecycle marketing can and can't do when the product is the thing driving retention - How to compete against a bigger, better-funded competitor without simply spending more Learn how to think about marketing as one system rather than a set of siloed functions pulling in different directions. === Jump to: [01:18] Why acquisition and retention can't be separated [06:57] Product as the foundation: "the fastest way to ruin a bad product is good marketing" [10:28] Where lifecycle marketing fits: guiding people to value [12:58] Education, uncertainty, and the psychology of retention [17:15] Competing with bigger brands: niching down vs. casting a wide net [21:56] Loved and hated: why polarizing brands win (Southwest, Liquid Death, Walmart) [27:52] AI in marketing: "just because you can doesn't mean you should" [33:32] How fast AI is moving — and why human adoption still lags [38:08] Closing thought: it's people first === Connect with Dan: - LinkedIn: https://www.linkedin.com/in/danmgrossman/ - Website: https://www.doctronic.ai === Resources: Crossing the Chasm by Geoffre...

How loyalty programs work: the tech behind every scan - Megan Fortner

Sep 17, 2026 34 min

Loyalty programs are built to feel like nothing at all. You scan at the pump, an offer lands, and your points move. Megan Fortner, Senior Manager of Loyalty & CRM Marketing at RaceTrac, is here to explain why they're anything but. She pulls back the curtain on the three platforms that have to talk to each other in milliseconds to make a single scan work, and what happens when just one attribute is wrong. Megan and host Shamir Duverseau dig into the two customers every marketer serves: the member at the pump and the internal "expanded team" of tech, data and product people who make loyalty programs run. She shares why "making friends with your counterparts" became the most valuable skill of her career, how RaceTrac keeps a 24/7 loyalty operation stable, and why trust, not technology, is the thing she's ultimately protecting. In this episode: - What happens across three platforms when a member scans at the pump- Why one wrong attribute stops the offer from delivering- What Megan's team does in the first minutes of an outage, and what members hear- What running loyalty 24/7 across a network of stores takes- Why a points balance is really a trust balance- How RaceTrac times messages around when members actually open the app- What a time-of-day test revealed about morning push notifications- What to sort out first if you're building a loyalty program from scratch Jump to: [02:58] "I send emails": the job description Megan gives a 10-year-old[04:52] What happens the moment you scan the QR code[08:37] When something breaks, and what members hear next[12:45] Trust is what she's really protecting[13:42] Running loyalty 24/7/365[15:43] Timing the message around when people open the app[18:03] The internal customer: make friends with your counterparts[20:11] Lean teams and the expanded team[21:22] Why nobody has cracked this yet[22:38] Where AI gives a lean team leverage[24:50] From sign-up to habit: lifecycle and retention[28:40] The time-of-day test, and the result that sur...

Behavioral Science Beyond Biases – Jen Clinehens from Choice Hacking

Sep 3, 2026 43 min

Behavioral science is often treated like a list of biases you bolt onto a campaign. But that’s selling it short. It's really about understanding how real people decide in real contexts. Jen Clinehens, founder of Choice Hacking, joins the show to explain why context beats any single 'rule,' why social proof can backfire, and why marketing is really about the memories you leave behind. From the peak-end rule and IKEA's cinnamon buns to the false consensus trap that makes brands assume everyone thinks like they do, Jen shares the principles — and the stories — that separate behavioral science done well from behavioral science done to sound clever. Listen to the full episode to learn: Why behavioral science is far more than 'nudging' — and what actually sits under the umbrellaWhy context, not a list of biases, is the single most important thing to take from behavioral scienceHow social proof can backfire, using a real QSR drive-thru exampleWhy 'marketing is memory making' and how the peak-end rule shapes customer experienceHow to defend testing — and why the customer's behavior always beats the theoryWhy the false consensus effect makes brands misjudge their own customersWhere to start applying behavioral science, and why you should watch what customers do, not what they say Jump to: [00:00] Intro — behavioral science is more than nudging [03:50] What behavioral science actually is (and isn't) [08:44] Why context is the #1 takeaway [09:41] When social proof backfires: the QSR drive-thru [15:09] Marketing is memory making: the peak-end rule [16:43] Anchorman, the Apple Store, and IKEA cinnamon buns [22:06] Always test: hypotheses vs. customer behavior [26:28] Brand as context: Chanel vs. Walmart [30:21] Why brands misread customers: false consensus effect [35:01] Getting out of the weeds (the theme park story) [38:26] How to get started with behavioral science [41:45] Watch what people do, not what they say Connect with Jen: LinkedIn: https://uk.linkedin.com/in/jencline...

Inside B2B UX Design: Taming Complexity in High-Stakes Software - Lior Shagan

Jul 9, 2026 26 min

Great B2B design is more about what you remove than what you add in. Lior Shagan, Product Designer at Agora, breaks down how he turns complex investment and real estate platforms into experiences that expert users actually trust. From mapping a user's mental model before designing a single screen, to defending user testing when budgets get tight, to where AI genuinely earns its place in the workflow, Lior shares the principles that make complicated software feel obvious. === Listen to the full episode to learn:- Why separating business complexity from product complexity is the first step to simpler design- How progressive disclosure gives expert users everything they need without overwhelming them- Why user interviews at the very start beat jumping straight to best practices- How a QA background sharpens design thinking around edge cases, error states and "what could break”- Why user testing is risk reduction and how to defend it when timelines get cut- The counterintuitive lesson: users often want opinionated defaults, not more flexibility- Where AI actually fits in research and prototyping vs. what stays human === Jump to:0:00 Intro — separating what the business needs from what the user needs1:16 Meet Lior: the designer who's in the weeds3:09 Separating business complexity and product complexity4:57 Why user interviews come before industry best practices7:44 Designing for B2B: prioritize clarity over creativity9:07 Why these principles apply to B2C too 11:34 Designing for the return: reducing friction over time12:08 How a QA background changes the way he designs14:35 User testing as risk reduction, not a luxury15:45 What to do when user testing gets cut from the timeline20:08 The surprise: users did not want flexibility20:37 Why uncertainty paralyzes users22:37 The future of UX design and where AI fits25:09 AI does the 80%, humans perfect the 20% === Connect with Lior: LinkedIn: https://www.linkedin.com/in/liorshagan/ Agora: https://www.agorareal.c...

The Marketing Operations Problem That Starts With Your Martech Stack

Jun 25, 2026 16 min

Marketing technology promised you didn't need IT. That was the myth that started the war. In this solo episode, Shamir draws on past guests' expertise about why the marketing and IT divide exists, what it's costing your organization, and the specific moves that actually close it. From martech tool limitations to the flywheel framework that only works when both teams are pushing, you'll walk away with a clearer picture of why marketing can't deliver great customer experiences alone… and what to do about it. === In this episode, you'll hear from: - Ravi Chandramouli, Director of Solutions Engineering, Smart Panda Labs — LinkedIn: https://www.linkedin.com/in/ravi-chandramouli/- Tom Leddy, Technical Architect Director, Salesforce — LinkedIn: https://www.linkedin.com/in/tomleddy/- Vijay Chittoor, Co-founder & CEO, Blueshift — LinkedIn: https://www.linkedin.com/in/vijaychittoor/- Jose Bergiste, VP of Software Engineering, Fidelity — LinkedIn: https://www.linkedin.com/in/bergiste/ === Listen to the full episode to learn: 1:00 - Why martech tools create a false sense of independence from IT 4:30 - What misalignment between marketing and IT is actually costing you 9:00 - The flywheel model that replaces the funnel — and why it needs both teams to spin 12:30 - How to build a real collaborative relationship with your technical counterparts === 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

The CX Leadership Gap Most Companies Still Haven't Closed - Aurelia Pollet

Jun 18, 2026 39 min

CarParts’ Senior Director of Customer Experience Aurelia Pollet reveals why most companies lack holistic CX leadership and how this creates a gap between customer expectations and reality. Learn why mystery shopping your own brand is crucial, how to balance technical expertise with customer advocacy, and why email marketing is far from “dead.” Get practical insights to help you create seamless experiences that prevent the 59% customer drop-off that happens after just one negative interaction. === Listen the full episode to learn:- Why having "everyone responsible" for CX means no one actually is- How live listening sessions with the C-suite beat any journey map- The "is it good enough?" framework for cutting through design debates- Common AI implementation mistakes that quietly hurt customer experience- Why email isn't dead — but coupon-only strategies are training customers wrong- How to close the loop on NPS surveys and bring the human touch back === Connect with Aurelia:LinkedIn: https://www.linkedin.com/in/aureliapollet/CarParts.com: https://www.carparts.com/ === Resources:Article: How CarParts.com leverages CDP tech to create customer-centric experiences: https://searchengineland.com/how-carparts-com-leverages-cdp-tech-to-create-customer-centric-experiences-343302 === 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

Why B2B Stole the Wrong Lessons from B2C and How to Fix the Post-Click Experience - Tas Bober

Jun 11, 2026 36 min

Tas Bober is the Founder of The Scroll Lab at Delphinium Solutions, a B2B SaaS landing page consultancy whose clients include Calendly, Freshworks, and 40+ others. She spent 15 years in-house managing over 400 websites before going solo to fix the post-click problem she kept running into as a buyer. In this episode, Tas explains why B2B borrowed the wrong things from B2C, why optimizing for conversions means you've already optimized too late, and what it actually takes to build landing pages that match how B2B buyers make decisions. You will hear: - Why the average B2B sales cycle runs 211 days and requires 76 brand touches, and what that means for how you measure success - How Tas used a six-page business case to get $50,000 of ZoomInfo approved internally, and why that same framework is what B2B landing pages should be doing - What information consumption signals tell you long before a form fill ever happens Learn how to close the information gap between what buyers need to decide and what most B2B pages actually give them. === Connect with Tas: - LinkedIn: https://www.linkedin.com/in/tasbober - Website: https://delphiniumsolutions.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

Why Laser-Focused Niche Marketing Beats Broad Campaigns Every Time - Seth Greene

Jun 4, 2026 25 min

Why do many marketing campaigns underperform? Seth Greene says the answer starts with targeting. Seth Greene is the CEO of Market Domination LLC, an Inc. 5000 direct response marketing agency that has produced over 6,900 podcasts and served 150,000+ entrepreneurs across hundreds of industries. In this episode, Seth shares why even Fortune 500 companies get targeting wrong by going too broad, and how narrowing your focus to a laser-focused micro niche accelerates every part of the customer experience. This discussion also covers why polarizing brands like Apple outperform those trying to please everyone, how podcasts compress long sales cycles by matching niche content to specific problems, and why physical touchpoints like direct mail still outperform digital channels with audiences that supposedly live on their phones. === Watch the full episode to learn:- Why the biggest post-click mistake is trying to speak to everyone at once- How starting in finance taught Seth to market intangible, trust-dependent products- How niche podcast content compressed a 12–18 month sales cycle to under 30 days- Why over 70% of Facebook advertisers are doing retargeting wrong- How direct mail cuts through digital clutter, even with Gen Z audiences- Why keeping multi-channel campaigns aligned takes manual work behind the automation Whether you're running marketing for an enterprise brand or a growing business, this episode provides a practical case for narrowing your focus to improve every stage of the post-click experience. === Connect with Seth:- LinkedIn: https://www.linkedin.com/in/sethgreene/- Website: https://www.ultimatepodcastbook.com/ultimate-podcast-book- Market Domination: https://marketdominationllc.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...

Why Marketing Can't Prove Its Value to the C-Suite And What Has to Change - Dr. Alok Saboo

May 28, 2026 38 min

Dr. Alok Saboo is a Professor of Marketing at Georgia State University's Robinson College of Business, Director of the MS in Marketing program, and an AMA award-winning researcher whose work sits at the intersection of marketing, finance, and firm performance. In this episode, Alok explains why marketing consistently fails to earn executive trust, why defining marketing as communication or sales is the root of the problem, and what it actually takes to connect marketing decisions to the financial outcomes CEOs and CFOs care about. You will hear: - Why short-term metrics like clicks and impressions hurt marketing's credibility more than they help it - How post-click experience is where organizational misalignment becomes impossible to hide - What marketing leaders need to say and do differently when they walk into the boardroom Learn how to move marketing from a cost center conversation to a strategic growth function that speaks the language of finance. === Connect with Alok: - LinkedIn: https://www.linkedin.com/in/arsaboo/ - Website: https://robinson.gsu.edu/ === 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

Why Humanizing the Post-Click Experience Is the Only Sustainable Growth Strategy - Ethan Beute

May 21, 2026 40 min

Ethan Beute is a Principal Brand Marketing Strategist at Zillow, co-author of Rehumanize Your Business and Human-Centered Communication, and a former Chief Evangelist at BombBomb with over a decade of experience building human-centered communication practices at scale. In this episode, he explains why brands keep defaulting to the top of the funnel instead of fixing the experience underneath it and what it actually takes to make a post-click experience feel human in a world increasingly filled with synthetic content. You will hear: - Why viability and feasibility almost always crowd out desirability, and what gets lost when that happens - How qualitative research and quantitative data each reveal things the other can't, and why you need both - Why high-consideration categories like real estate and financial services demand a fundamentally different post-click approach Learn how to build the kind of trust that drives repeat business, referrals, and word-of-mouth that never shows up in your attribution data. === Connect with Ethan: - LinkedIn: https://www.linkedin.com/in/ethanbeute/ - Website: https://ethanbeute.com/ === Resources: - Rehumanize Your Business by Ethan Beute and Stephen Pacinelli: https://www.amazon.com/Rehumanize-Your-Business-Accelerate-Experience/dp/1119576261 - Human-Centered Communication by Ethan Beute and Stephen Pacinelli: https://www.amazon.com/Human-Centered-Communication-Business-Against-Pollution/dp/1639080007 === 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

Why Relevance, Trust, and Empathy Are the Only Marketing Principles That Scale - Yazan Kakish

May 14, 2026 30 min

Yazan Kakish is the Director of Marketing & Communications at East Texas A&M University, with 14+ years of international experience across hospitality, education, aviation, finance, and tech, including leadership roles at Marriott International, Ogilvy, and BBDO. In this episode, Yazan explains why the same core marketing principles hold across every industry he's worked in, why segmentation fails when it stops at demographics, and why marketers who treat their role as a finishing department are already too late. You will hear: - How the hospitality mindset of creating evangelists translates directly into higher education marketing - Why cross-functional collaboration is what separates campaigns that land from campaigns that stall - What empathetic marketing actually means in practice—and how to teach it to the next generation Learn how a marketer who has built brands across five continents and multiple industries thinks about storytelling, segmentation, and the human truth behind every campaign. === Connect with Yazan: - LinkedIn: https://www.linkedin.com/in/yazzankakish/ - Website: https://www.etamu.edu/ === 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

Enterprise-Scale Marketing on a Nonprofit Budget - Phalak Betab

May 7, 2026 28 min

Phalak Betab is the Director of Marketing & Communications at Progressive Intercultural Community Services (PICS) Society, a $20M nonprofit with 300 employees delivering 50+ programs across British Columbia, and the youngest director in the organization. In this episode, Phalak explains why nonprofits face enterprise-level post-click complexity with a fraction of the tools and budget, how undervaluing marketing directly breaks the user journey, and what corporations could do differently if they designed with the same empathy nonprofits depend on. You will hear: - What post-click complexity actually looks like when you serve families, seniors, newcomers, and job seekers across dozens of programs - Why misalignment between marketing, communications, and service delivery destroys user trust fast - How empathy-driven design for vulnerable audiences sets a standard most corporate post-click experiences don't meet Learn how one of Canada's most complex nonprofit marketing operations runs, and what it exposes about where for-profit post-click experience falls short. === Connect with Phalak: - LinkedIn: https://www.linkedin.com/in/betabphalak/ - Website: https://pics.bc.ca/ === 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

How Healthcare UX Keeps People at the Center - Maria Alexander, Tu Nguyen & Megan Baker

Apr 30, 2026 49 min

In this special panel episode, three experts share how they approach user experience in healthcare, one of the most regulated, emotionally complex, and high-stakes digital environments there is. - Maria Alexander is a Principal Content Designer at Blue Shield of California - Tu Nguyen is Head of Customer Success at Ours Privacy and a former experimentation leader at Disney and Smart Panda Labs - Megan Baker is Partner and Senior UX Managing Director at Slide UX, a consultancy focused on cognitive impairment, brain health, and aging. You will hear: - Why privacy constraints don't mean less understanding of users, they mean more intentional researc - How backend system failures undermine even well-designed front-end experiences - What "trauma-informed writing" means and why content teams should design for imperfect attention - Four design principles that carry over from healthcare to any high-stakes UX And much more. Learn how the toughest UX environment in digital can teach every industry how to keep real people at the center of the experience. === Connect with the panelists: - Maria Alexander: https://www.linkedin.com/in/mariaalexander/ - Tu Nguyen: https://www.linkedin.com/in/nguyen-tu/ - Megan Baker: https://www.linkedin.com/in/meganbaker12/ === Websites: - Blue Shield of California: https://www.blueshieldca.com/ - Ours Privacy: https://oursprivacy.com/ - Slide UX: https://slideux.com/ === Resources: - Don’t Make Me Think by Steve Krug: https://www.amazon.com/Dont-Make-Me-Think-Usability-ebook/dp/B000SEGQNS === 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

The Internal Selling Skills Every Marketer Needs to Lead Cross-Functional Teams - Nadja Fromm

Apr 23, 2026 33 min

Nadja Fromm is the Founder of Fromm Consulting LLC, with 20+ years leading global marketing for major CPG brands before leaving corporate to help founders and small businesses sharpen their positioning and drive measurable growth. In this episode, Nadja explains why marketing loses credibility when it shows up as brand decks instead of business cases, why internal buy-in is 75% of the work, and how system thinking helps marketers build real cross-functional influence. You will hear: - Why legacy enterprises stall on post-click progress—and what actually moves them forward - What marketers do in cross-functional rooms that quietly kills trust before the project starts - How to tap into intrinsic and extrinsic motivations to get any team aligned behind a common goal Learn how to stop being the "pretty pictures" department and start leading the business conversation. === Connect with Nadja: - LinkedIn: https://www.linkedin.com/in/nadja-fromm/ - Website: https://www.fromm-consulting.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

The Retention Mistakes Big Brands Keep Repeating - Allison C Matheson

Apr 16, 2026 41 min

Allison C. Matheson is a customer loyalty marketing leader at Tripadvisor, with deep lifecycle and loyalty experience across major consumer brands including Starbucks Rewards, Tim Hortons, and Zulily. In this episode, Allison explains why post-click growth breaks when cross-functional alignment breaks, why loyalty programs don’t automatically create loyalty, and how to use AI to speed up decisions without losing the human brand voice. You will hear: - The 3 repeatable post-click failure modes across most industries - What "earned loyalty" looks like before you ever launch a loyalty program - How to use AI for decisioning without turning retention into "machine messaging" Learn practical ways to reduce leakage after the click and build retention you can sustain. === Connect with Allison:- LinkedIn: https://www.linkedin.com/in/allisonmatheson/ - Website: https://www.tripadvisor.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

B2B Trust After the Pivot: Messaging, Adoption, and Relationships - Jenni Ruiz

Apr 9, 2026 38 min

Jenni Ruiz leads marketing and PR at Transfix, where she helps a freight tech company build trust in one of the most competitive industries out there. In this episode, Jenni breaks down how to market through a major pivot without losing credibility, why transparency builds trust faster than hype, and how “post-click” becomes a full-lifecycle system, from lead to onboarding to daily usage. You will hear: - How Transfix changed its message fast after moving from brokerage to freight tech - Why trust in freight requires speaking the customer’s language (not generic SaaS messaging) - How alignment across sales, product, and engineering keeps deals moving and customers adopting Learn how to position through change, build proof when buyers can’t go public, and design a relationship-first experience that scales in privacy-heavy markets. === Connect with Jenni: - LinkedIn: https://www.linkedin.com/in/jenni-ruiz/ - Transfix website: https://transfix.io/ === 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

Designing Empathetic Digital Experiences in Healthcare at Scale – Anthony Cadieux

Apr 2, 2026 34 min

Anthony Cadieux, VP of Performance Marketing at AdventHealth, leads enterprise-scale digital strategy across 50+ hospitals and 1,200+ care locations, spanning digital media, CRM, analytics, and contact center strategy. In this episode, Anthony explains why healthcare digital marketing must start with a patient’s emotional state, how regulation can push better creativity, and why marketing and consumer experience work best as one system. You will hear: - What marketers often miss about healthcare journeys (multiple audiences, high emotion, complex payers) - How AdventHealth approaches personalization with permission—and avoids “creepy” targeting - How to align marketing promises with operational reality so trust holds up after the click Learn practical strategies for building systems that scale while keeping trust and humanity at the center. === Connect with Anthony:- LinkedIn: https://www.linkedin.com/in/anthonycadieux/- AdventHealth: https://www.adventhealth.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

Building Brand Equity and the Post-Click Ecosystem That Converts - Kate Ross

Mar 26, 2026 34 min

Kate Ross, Marketing & Creative Director at Centric, explains why brand isn’t “design polish.” It’s a living system that builds trust, reduces risk, and shapes every post-click decision. In this episode, Kate breaks down how brand equity gets built across digital, physical, and human touchpoints, and why internal culture is inseparable from external credibility, especially in high-stakes B2B environments like construction. You will hear: - Why brand is a “living, breathing entity,” not a logo, palette, or website refresh - How post-click trust signals work when the sales cycle is long and the risk is high - How Centric activated employees as brand ambassadors after becoming an ESOP Learn how to build confidence (not just clicks) and create a brand ecosystem that earns repeat business through consistency, clarity, and trust. === Connect with Kate: - LinkedIn: https://www.linkedin.com/in/kate-ross-62245517/ - Centric website: https://centric.build/ === 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

Building Digital Foundations Through Alignment and Data - Monica Hand

Mar 19, 2026 33 min

Monica Hand is the Director of Marketing at the USTA, where she works at the intersection of digital strategy, data, and cross-functional collaboration to support the long-term growth of tennis as a sport. In this episode, Monica explains why strong digital experiences don’t start with tools, but with people, alignment, and shared definitions of success. She breaks down how to build digital foundations without overcomplicating them and how to balance long-term strategy with day-to-day execution. You will hear: - Why digital transformation starts with internal alignment, not technology - How to define success metrics before investing in tools or platforms - How data helps resolve subjectivity and refocus teams on the customer Learn how market research has reshaped Monica’s approach to lifecycle marketing, why cross-functional collaboration is essential to post-click CX, and how to lay strong foundational elements across all customer touchpoints. === Connect with Monica:- LinkedIn: https://www.linkedin.com/in/monicahand/ - USTA website: https://www.usta.com/en/home.html === 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

Why AI Strategies Fail Without a Solid Data Foundation - Greg Bucko

Mar 12, 2026 36 min

Greg Bucko is a Data Product Partner at Regions Bank. He’s spent 25 years turning raw data into better business decisions. From early analytics roles to leading data product strategy, he’s seen every stage of the data maturity curve, and knows why most companies still struggle to extract real value. In this episode, Greg explains why data fundamentals still matter in the age of AI, how communication and storytelling make analytics actionable, and why creativity might be the most underrated skill in data leadership. You will hear: - Why strong data governance is still the foundation of AI success - How organizational silos, and not technology, block data maturity - Why “understanding money flow” is as critical as model building Learn how to evolve from dashboards to decisions—and build data practices that drive confidence, not confusion. === Connect with Greg: - LinkedIn: https://www.linkedin.com/in/gbucko/ - Website: https://www.regions.com/personal-banking === 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

Compassion as a Conversion Strategy: Post-Click CX in Senior Care - Owen Wible

Mar 5, 2026 36 min

Owen Wible, Senior Director at Cornerstone Caregiving, sits at the intersection of operations and marketing in one of the most emotionally intense B2C categories: senior home care. In this episode, Owen shares how to design digital journeys for people in crisis states, why “assumed knowledge” breaks trust fast, and how aligning marketing promises with operational reality protects credibility when the stakes are high. You will hear: - Why senior-care buyers show up overwhelmed, and how that should shape the first click - How to bake compassion into structure: clearer choices, fewer steps, faster paths to help - How ops + marketing alignment prevents overpromising and protects trust Learn how the post-click experience can either steady the families in moments of fear, urgency, and confusion with clarity or push them away with friction and insider language. === Connect with Owen: - LinkedIn: https://www.linkedin.com/in/owenwible/ - Cornerstone Caregiving: https://cornerstonecaregiving.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

Post-Click Foundations That Make Media Convert — And How AI Fits - Sanjay Mayar

Feb 26, 2026 36 min

Sanjay Mayar is a performance marketing executive with 15+ years across acquisition, growth, analytics, and digital strategy, who helps teams unify media strategy and post-click experience by tightening measurement and reducing “conversion leaks.” In this episode, Sanjay explains why most marketing programs fail after the click, how to shorten long conversion journeys by adding measurable milestones, and where AI genuinely improves performance without replacing human judgment. You will hear: - Why strong ads still fail when the landing page, tracking, or nurture system is weak - How to measure long, complex journeys by introducing milestone conversions (not guessing) - How AI supports performance marketing in two ways: LLM copilots + platform-level optimization Learn how to scale performance marketing without wasting spend, how to package reporting for executives, and how to use AI as a validator and operator. === Connect with Sanjay: - LinkedIn: https://www.linkedin.com/in/smayar - Website: https://www.imajery.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

Why “Unglamorous” Fixes Win in Experience Analytics - Lauren Burges

Feb 19, 2026 36 min

Lauren Burges is a Strategic Customer Success Manager at Contentsquare. She works with enterprise teams on post-click optimization through experience analytics, bringing an end-to-end view shaped by retail, site operations, and customer experience measurement. In this episode, Lauren explains how high-consideration “grudge purchases” amplify every doubt in the journey, why teams get siloed around different definitions of website success, and how to build a business case for the unglamorous work, like errors, bugs, UX debt, and broken flows, that quietly destroy outcomes. You will hear: - How to stay focused on business success when analytics creates endless rabbit holes - Why sharing data is not enough and why teams need help interpreting it - How to quantify the cost of errors and friction (even without expensive tooling) Learn how to move from “we have the data” to “we know why this is happening” and turn that insight into fixes that impact revenue, cost, and customer trust. === Connect with Lauren: - LinkedIn: https://www.linkedin.com/in/laurenburges/ - Contentsquare website: https://contentsquare.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

How Video and AI Transform High-Intent Customer Journeys - James Hatfield

Feb 12, 2026 40 min

James Hatfield, Chief Revenue Officer at LiveSwitch, has built his career around blending practical technology with real human connection. First as a contractor and entrepreneur, and now as a leader shaping how brands use real-time video and AI to remove friction in high-intent customer journeys. In this episode, James shares why immediacy matters more than ever, how video builds trust at critical decision moments, and why AI should act as a co-pilot rather than replace the human element. You will hear: - How “race to the face” improves conversion by resolving doubt in real time - Where AI enhances sales and service interactions — and where humans are still essential - Why transparency, documentation, and value-building drive retention and recurring revenue Learn how to combine AI, video, and human expertise to create clear, confident customer journeys, and what enterprise leaders can apply across industries to strengthen trust and reduce friction. === Connect with James: - LinkedIn: https://www.linkedin.com/in/james-hatfield/ - LiveSwitch website: https://www.liveswitch.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

Scaling Healthcare CX Through Clarity, Alignment, and Action - Rohit Vasudeva

Feb 5, 2026 34 min

Rohit Vasudeva is the Senior Director of Partnerships and Customer Success at PocketPills. He’s spent a decade simplifying operations, fulfillment, and customer journeys across healthcare and digital commerce. In this episode, he shares how healthcare brands can scale digital experiences without creating more complexity and how cross-functional alignment helps teams execute with speed and precision. You will hear:- Why simplifying backend workflows is the key to delivering the digital experience customers expect - How healthcare teams can balance compliance, accuracy, and operational speed - What alignment looks like when tech, operations, service, and partnerships share one definition of success Learn how to reduce friction, build systems that scale safely, and design healthcare experiences that earn trust without slowing down innovation. Connect with Rohit: - LinkedIn: https://www.linkedin.com/in/rohitvasudeva80 - PocketPills: https://www.pocketpills.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

From Activation to Signups: How to Build Lifecycle Programs That Scale - Drew DeMasters

Jan 29, 2026 30 min

Drew DeMasters, VP of Lifecycle Marketing at Prodege, has spent 15+ years building lifecycle programs across loyalty, e-commerce, fintech, and mobile-first experiences. Drew measures success by what happens after registration: activation, first value moments, and long-term engagement that compounds LTV. In this episode, Drew breaks down how he personalizes onboarding using acquisition source, profile data, and early behavior signals and how to orchestrate multichannel messaging without overwhelming users. You will hear: - Why registration is easy, and activation is the real battleground for retention and LTV - How to personalize onboarding fast using source + behavior + profile signals - How to run test vs holdout correctly across lifecycle channels Learn how to find segment “sweet spots” when aggregate results look flat and why marketing, BI, and engineering alignment determines lifecycle velocity. === Connect with Drew: - LinkedIn: https://www.linkedin.com/in/drewdemasters/ - Prodege: https://www.prodege.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

How Playable Media Drives Real Engagement - Joshua Knapp

Jan 22, 2026 40 min

Joshua Knapp is the SVP of Client Partnerships at Super League. With over 15 years of experience, he offers insight into why gaming is no longer a niche channel, but a universal engagement layer brands can’t afford to ignore. He shares what separates successful immersive experiences from failed ones, how to close the education gap for marketers, and why playable media impacts the full funnel — not just awareness. You will hear: - Why “playable media” changes how brands think about awareness, engagement, and conversion - What separates authentic, high-performing gaming activations from brand-first failures - How legacy brands can enter immersive environments safely with a crawl–walk–run strategy Learn how to show up where people already play, design experiences that feel natural rather than forced, and help your brand drive measurable impact inside the world’s most engaging digital spaces. === Connect with Joshua: - LinkedIn: https://www.linkedin.com/in/josh-knapp-76a60921/ - Website: https://www.superleague.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

How Marketing Leaders Can Speak Finance's Language to Get Budget Approved - Gavin White

Jan 15, 2026 35 min

Gavin White is the Senior Vice President of Middle-Market Banking at Truist with over 25 years of experience in commercial and corporate banking across Ireland, the UK, and the US. In this episode, Gavin explains how marketers can translate their initiatives into the most relevant financial metrics: cash flow, profitability, and efficiency. He breaks down why finance leaders care about the cash conversion cycle and how marketing can directly influence it. You will hear: - How to build trust with finance teams by speaking their language and using shared metrics - Where AI initiatives succeed and where they fail to deliver measurable business outcomes - How marketing can influence the cash conversion cycle through digital experience and customer portals Learn how to frame marketing investments in terms finance understands, and discover the questions CFOs ask before approving your next big initiative. === Connect with Gavin: - LinkedIn: https://www.linkedin.com/in/gavinfwhite/ - Truist’s website: https://www.truist.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

How Data Science Shapes Retention, Pricing, and Personalization - Adam Persing

Jan 8, 2026 35 min

Adam Persing is the Director of Marketing Data Science at Dow Jones, where he helps brands like The Wall Street Journal and Barron’s improve retention, engagement, and pricing through predictive modeling and experimentation. In this episode, Adam shares how data science teams can drive better business outcomes by focusing on the right data inputs and how iterative testing keeps teams aligned with real customer behavior. You will hear: - Why data foundations determine whether algorithms succeed or collapse - How Dow Jones uses prediction and feature recommendations to improve engagement - Why iterative testing creates better decisions than rigid long-term plans Learn how to build data-driven programs that are rigorous, reliable, and rooted in real customer behavior. === Connect with Adam: - LinkedIn: https://www.linkedin.com/in/adampersing - Website: https://www.dowjones.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

How Brixmor Aligned 80 Stakeholders to Rebuild Its Digital Platform - Kristen Moore

Dec 18, 2025 30 min

Kristen Moore, Senior Vice President of Marketing at Brixmor Property Group, recently led a massive digital transformation, which included aligning more than 80 stakeholders across marketing, IT, accounting, and operations. In this episode, Kristen shares what it takes to lead large-scale digital initiatives inside complex organizations — from securing C-suite buy-in and navigating build-vs-buy decisions, to proving ROI and managing cross-functional cooperation. You will hear: - Why cross-functional collaboration makes or breaks projects - Why customer research keeps everyone aligned on what matters most - How to get C-suite support for digital transformation and prove ROI on complex digital investments Learn how to lead digital projects that deliver measurable business impact and what leaders in other industries can learn from Brixmor’s disciplined approach to collaboration, accountability, and customer focus. === Connect with Kristen: - LinkedIn: https://www.linkedin.com/in/kristenkmoore/ - Website: https://www.brixmor.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

Designing Better Digital Experiences Through Testing, Alignment, and Purposeful Friction - Alanna Broderick

Dec 11, 2025 36 min

Alanna Broderick Walker is the Director of Digital Products for Community Tennis at USTA. A former professional tennis player turned product leader, she now drives the digital systems that grow tennis participation across the US. In this episode, Alanna explains why user testing must precede development, how product teams can reduce “opinion-driven” decisions, and why some friction is not only necessary, but intentional. You will hear: - How product, marketing, and business teams can stay aligned in fast-paced environments without burning teams out - Why purposeful friction can actually strengthen trust, quality, and long-term user retention - How USTA shifted from assumption-driven decisions to validation through testing Learn how to build digital products that are user-driven, strategically aligned, and sustainable, even in high-pressure, high-visibility organizations. === Connect with Alanna: - LinkedIn: https://www.linkedin.com/in/alannabroderick/ - Website: https://www.usta.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

What Marketers Get Wrong About Customer Data And How to Fix It - David Raab

Dec 4, 2025 37 min

David Raab is the founder of the Customer Data Platform Institute. With more than 40 years of experience in marketing technology and analytics, David has guided Fortune 1000 brands through every major shift in how organizations collect, unify, and activate customer data. In this episode, David explains why the real challenge in data management is actually organization and alignment, sharing why marketers should stop asking “Do we need a CDP?” and start asking “What problem are we trying to solve?” You will hear: - How labels like “real-time data” and “complete data” can distract you from actionable insights - How to choose the right data architecture for your business - Why organizational silos, and not software, block connected experiences Learn how marketers can separate functionality from hype when evaluating data tools and prioritize the right use cases, driving real results. === Connect with David: - LinkedIn: https://www.linkedin.com/in/david-raab-22146b/ - Website: https://raabassociates.com/ === Resources: - The Marketing Performance Measurement Toolkit by David Raab: https://www.amazon.com/Marketing-Performance-Measurement-Toolkit-David/dp/1933199148 === 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

How Legacy Brands Build Communities and Win Loyalty on Social - Assunta Anif

Nov 20, 2025 33 min

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

Building High-Growth Teams and Human-Centered Brands - Ingrid Milman Cordy

Nov 17, 2025 35 min

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

How Engineering and Marketing Align to Build Better Experiences - Jose Bergiste

Nov 6, 2025 38 min

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

Leading Digital Transformation Through Data and AI - Tim Megginson

Oct 30, 2025 36 min

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

Building Trust Through Partnerships and Human Touch in Home Care - Megan Hix

Oct 23, 2025 34 min

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

From Firefighting to Forecasting: How to Align Supply Chain and Marketing - Alex Yakimov

Oct 16, 2025 37 min

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

Real Estate CX That Gets You From Clicks to a Signed Lease - Claire Luoto

Oct 9, 2025 36 min

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: How to use listing portal insights to sharpen PPC Where to add smart friction (like surfacing pricing) to protect leasing teams and lead quality Which metrics matter for measuring success, like tours and leases, not just leads 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

High-Consideration Customer Experience: Balancing Tech and Human Touch – Ryan Shinn

Oct 2, 2025 35 min

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

Frictionless, Accessible, and Human UX Content That Earns Trust - Maria Alexander

Sep 25, 2025 39 min

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

Product-Led Ads And Metrics That Actually Matter - Sam Davel

Sep 18, 2025 38 min

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: Why startup marketers thrive on agility and iteration and how enterprise teams can adopt that mindsetHow to design ads that educate and convert by addressing buyer doubts upfrontWhy ad-to-landing page continuity builds trust and shortens time to conversionWhy 60–80% of paid spend should prioritize new customer acquisitionSmarter growth metrics (MER, TACOS) and why chasing attribution is a dead endPractical strategies for aligning channels and maximizing the “power of the algorithm” Connect with Sam: https://www.linkedin.com/in/samueldavel/https://www.rubixagency.com/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

Balancing Digital Tools and Human Connection in Healthcare - Dr. Shoma Datta

Sep 11, 2025 35 min

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

Bridging the Experience Gap Between Customer Expectations and Reality: Q&A with Shamir Duverseau

Jul 24, 2025 30 min

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: Actionable strategies for personalization with limited resources Systematic experimentation using the RITA framework How to align marketing, product, and IT teams for successful digital transformationAnd much more. === Connect with Shamir: LinkedIn: https://www.linkedin.com/in/shamirduverseau/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

Beyond Discounts: How Lifecycle Marketing Builds Lasting Customer Relationships – Cat Covert

Jul 17, 2025 36 min

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

How AI Powers Customer-Centric Marketing with Vijay Chittoor

Jul 3, 2025 34 min

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

Why "Easy" Marketing Tools Are Sabotaging Your Website Performance - Ravi Chandramouli

Jun 26, 2025 33 min

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

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Podcast details

Created by: Shamir Duverseau
Status: Active
Latest episode: Nov 5, 2026
Episodes: 61
Release period: Every two weeks
Avg. episode length: 34 min
Explicit: No
Language: English

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