Customer Smarts

AI Strategy into Action - Lucio Ribeiro - Australia’s #1 AI speaker - ex 7 Network and Optus

Turning AI strategy into business impact is something a lot of businesses are trying to do right now. So, I wanted to create an episode focussed on how to develop an AI strategy and put it into action. My guest in this episode, Lucio Ribeiro is recognised as Australia's number one speaker on AI. He’s consulting with some of Australia’s largest organisations on AI transformation and has held executive roles with the Seven Network and Optus. He's also a Forbes columnist on AI. In this episode we dive into: * AI maturity inside organisations * Challenges organisations are facing with AI * AI strategy fundamentals * How to build an AI team * How to put an AI strategy into action Host Bio - Justin Stafford has spent the last 20 years working on digital transformation and CX strategy projects all around the globe with brands like Samsung, Virgin, Lexus, eBay, PayPal, CommBank and even the Air Force. You can connect with me on Linkedin here: https://www.linkedin.com/in/justin-stafford-cs/ If you’re looking for help in the customer strategy & experience design space go to www.customersmarts.co [https://www.customersmarts.co] Lucio can be found on Linkedin here: https://www.linkedin.com/in/lucioribeiro/ See omnystudio.com/listener [https://omnystudio.com/listener] for privacy information.

The AI-Powered CMO - Leandro Perez - Salesforce CMO ANZ

AI is transforming how CMOs are running their marketing program. Many marketing departments would like to spend more time focussing on the innovative long term programs of work to progress the organisation. However, in the past, they often get pulled back into delivering short term gains and managing the always on tactical programs. With AI, CMOs finally have the chance to get ahead. To explore this topic I had the CMO of Salesforce ANZ Leandro Perez join me on the Customer Smarts podcast. It was a fascinating discussion as Leandro has a great perspective on the demands of CMOs but also has amazing insight into AI and how CMOs can best leverage it. In this episode we dive into: * What makes a great CMO? * Agentic AI boosting the impact of the marketing department * Managing AI workers as part of your marketing team * Having many agents specialising in specific tasks * Customers will start to have their own agents Host Bio - Justin Stafford has spent the last 20 years working on digital transformation and CX strategy projects all around the globe with brands like Samsung, Virgin, Lexus, eBay, PayPal, CommBank and even the Air Force. You can connect with me on Linkedin here: https://www.linkedin.com/in/justin-stafford-cs/ If you’re looking for help in the customer strategy & experience design space go to www.customersmarts.co [https://www.customersmarts.co] See omnystudio.com/listener [https://omnystudio.com/listener] for privacy information.

Designing Experiences for the Future – Oliver Weidlich

Every time a new technology is introduced it creates new ways to interact with customers. In recent times AI is flipping the world on it’s head but we’re also seeing progress with spatial computing and 3D experiences with devices like Apple’s vision pro. So, I wanted to get a perspective on how these new technologies are changing the way we need to approach design. To get an understanding of how we need to change how we design experiences I had Oliver Weidlich join me on the Customer Smarts Podcast. Oliver, has been in the UX design space for a long time working with leading brands like Qantas, Optus, Atlassian and CommBank. He’s an expert when it comes to understanding how humans interact with new technologies and devices especially in the spatial computing space. In this episode we dive into: • How technology is driving designers to design differently • Creating 3 dimensional experiences • Designing for the AI Age • The future of design Host Bio - Justin Stafford has spent the last 20 years working on digital transformation and CX strategy projects all around the globe with brands like Samsung, Virgin, Lexus, eBay, PayPal, CommBank and even the Air Force. You can connect with me on Linkedin here: https://www.linkedin.com/in/justin-stafford-cs/ If you’re looking for help in the customer strategy & experience design space go to www.customersmarts.co [https://www.customersmarts.co] See omnystudio.com/listener [https://omnystudio.com/listener] for privacy information.

How to drive a customer centric culture – Dr Chris L Brown

Building customer centric culture is smart, but it’s hard to do. It’s smart because it’s more efficient for the business and better for customers. Win + Win. The problem is, many large organisations are still structured around key product areas and work in siloed ways. So, trying to transition to a customer centric culture and operating model is an enormous task. My guest in this next episode Dr Chris Brown is a global expert on building and maintaining customer centric cultures. He has worked with many large corporates in Australia and the US to help them embed, benchmark and monitor cultural change.  In this episode we discuss: * Why having a customer centric culture is so important * What’s holding organisations back from being customer centric? * What organisations have the most customer centric cultures and what advantage does it give them? * How to embed a customer centric culture Host Bio - Justin Stafford has spent the last 20 years working on digital transformation and CX strategy projects all around the globe with brands like Samsung, Virgin, Lexus, eBay, PayPal, CommBank and even the Air Force. You can connect with me on Linkedin here: https://www.linkedin.com/in/justin-stafford-cs/ If you’re looking for help in the customer strategy & experience design space go to www.customersmarts.co [http://www.customersmarts.co] See omnystudio.com/listener [https://omnystudio.com/listener] for privacy information.

Scammers are using AI in scary new ways – Tracy Hall – Author & Scam Expert

Last year Australian’s were scammed out of $2.74 billion dollars, that’s an insane amount of money. The scary thing is that scammers are innovating at a speed that’s authorities are finding impossible to keep up with. And they are now using AI in scary new ways like using AI to fake the voices of family members to scam people for money.  Smart well educated people are now getting targeted and caught out. In this episode of the Customer Smarts podcast I explore the dark world of scamming with Tracy Hall. Her story is like something out of a horror film. Tracy is an ex client of mine when she was Head of Marketing at Ebay. She’s super smart and someone who I never would have thought would become a victim to fraud that would rob her of her life’s savings. Her story has been featured in the channel 7 documentary “King Con, The Life and crimes of Hammish Mclaren”. The podcast series “Who the hell is Hammish?” and she’s also written a book “The Last Victim” detailing her harrowing experience. She’s now dedicating her time to helping prevent other Australians from getting scammed, which is truly inspiring. So, in this episode we’re going to dive into 1. Tracy’s unfortunate fraud story 2. The 2.7 Billion dollar scamming industry you need to know about 3. How scammers are using AI in scary new ways 4. How to protect yourself Tracy’s book The Last Victim it’s a fascinating read, if you’re looking to become more aware about scamming then it’s a great book. She also does thought provoking keynotes and workshops tackling issues surrounding financial resilience, empowerment, security and wellbeing. Info on her book and her speaking engagement can be found here if you’re interested https://tracyhall.com.au/ Host Bio - Justin Stafford has spent the last 20 years working on digital transformation and CX strategy projects all around the globe with brands like Samsung, Virgin, Lexus, eBay, PayPal, CommBank and even the Air Force. You can connect with me on Linkedin here: https://www.linkedin.com/in/justin-stafford-cs/ If you’re looking for help in the customer strategy & experience design space go to www.customersmarts.co [http://www.customersmarts.co] See omnystudio.com/listener [https://omnystudio.com/listener] for privacy information.