Category: Podcast

“Marketing doesn’t control much anymore—but it must influence everything.”

That’s one of the key insights Andrew Garrihy, global CMO turned CMO coach, shared in this week’s episode of the PROMISE podcast.

Andrew has led marketing and brand teams at powerhouse brands like Samsung, Huawei, and Didi, and now helps CMOs around the world maximize their impact. His message? Modern marketing is no longer about campaigns—it’s about cross-functional leadership, cultural fluency, and delivering on the brand promise at every touchpoint.

In this episode, Andrew unpacks the five C’s that define high-performing marketing teams: Commonality, Culture, Communication, Care, and Coaching. He also shares what Western marketers can learn from the agile, test-and-learn mindset of Eastern companies—and how blending both approaches can unlock global success.

Most importantly, Andrew challenges the outdated idea that customer experience is one team’s job. Instead, he makes a compelling case for shared ownership, team-based incentives, and the power of collective accountability. From product launches at Huawei to cross-departmental collaboration at Didi, Andrew’s stories show how structure, not just strategy, is key to delivering on your promise.

🎧 Listen to this episode if you want to:

• Build marketing teams that lead through influence, not control
• Learn how project-based incentives can break down organizational silos
• Understand how to marry long-term brand planning with agile execution
• Get inspired by real-world examples of cultural alignment and bold experimentation

Tune in for one of our most insightful conversations yet—and discover how to build marketing organizations that truly deliver.

“You can’t deliver on your brand promise if you don’t take the time to really listen to your customers.”

That’s the perspective Greg Burke, co-founder and CEO of Tellet, shares in the latest episode of the PROMISE Podcast.

Greg’s background is as unique as it is inspiring—starting in radio journalism, then leading creative content for none other than Jamie Oliver, before co-founding Tellet, an AI-powered platform for qualitative customer research at scale.

In this episode, Greg talks about the critical importance of understanding the why behind customer behavior—and why traditional methods often fall short. From his time working on global product launches to enabling real-time insights for brands like Vodafone, TUI, and Heineken, Greg shows how AI-driven interviews are unlocking a new level of customer understanding: fast, scalable, and rich in emotion and context.

He also shares his vision for the future of CX research: the convergence of quant and qual, the rise of continuous customer feedback, and even the potential of AI-powered digital personas. If you’ve ever struggled to connect lofty brand ambitions with real-world delivery, this one’s for you.

Listen to this episode if you want to learn:

• Why listening—really listening—is the secret to closing the say-do gap
• How AI is making qualitative insights faster, richer, and more affordable
• What leaders like Jamie Oliver and Coolblue get right about aligning brand and service
• How continuous insights can drive smarter, faster decisions across your customer journey

Tune in for a fresh perspective on how technology can enhance—not replace—your ability to truly understand and deliver for your customers.

“You don’t need to choose between humanity and business success. That’s a false trade-off.”

That’s the message of Bruce Temkin, Co-founder of CXPA & XM Institute in episode 11 of the PROMISE podcast.

Over the past 30 years, Bruce has shaped the way we think about customer experience: from his early work at Forrester, to founding the Temkin Group and co-founding the CXPA, to leading the XM Institute at Qualtrics. And today, he’s on a new mission: scaling human impact through leadership with his initiative, Sparking Humanity At Scale.

In this conversation, Bruce reflects on his unconventional path—from Six Sigma at GE to pioneering CX competency models—and explains why real customer experience transformation means building organizational capabilities, not just fixing broken moments.

He also shares why most companies still fail to deliver on their brand promise—and how CX leaders can become strategic partners by connecting experiences with differentiation and loyalty.

🎧 Listen to this episode if you want to:

• Understand why brand promises often fail to translate into real experiences
• Learn how to earn loyalty—not just measure it
• Get inspired to lead in a way that’s both human and high-performing

This episode is packed with timeless lessons for CX leaders who want to build something meaningful—at scale.

“Your tech stack should empower your customer experience—structure it intentionally or risk inefficiency.”

That’s the perspective Jons Janssens, founder of Conway & Co., shared in the latest episode of the PROMISE podcast.

With nearly 20 years of experience founding startups and leading digital transformations at brands like PostNL and Ace & Tate, Jons has seen firsthand how technology should serve a company’s customer-centric vision rather than exist as an isolated goal. At Conway & Co., he helps consumer brands design digital ecosystems that drive commercial success while eliminating friction for both customers and employees.

In this episode, Jons explains why digital transformation should never be pursued for its own sake, but as a means to achieving true customer-centricity. He introduces the concept of Conway’s Law—which states that an organization’s communication structures inevitably shape its technology—and illustrates how internal silos often result in fragmented customer experiences. He also emphasizes the importance of foundational digital fitness as a prerequisite for AI readiness.

Key insights from our conversation:

• The two paths companies take when building tech: adopting rigid SaaS solutions or tailoring software to fit their business model.
• Why AI won’t replace humans, but will reshape workflows by automating tedious tasks and unlocking new efficiencies.
• How digitally mature brands use data, technology, and customer obsession to create scalable, high-impact experiences.

If you’re a CX leader, digital executive, or someone looking to future-proof your customer experience strategy, this episode is a must-listen.

Tune in now to learn how Jons and his team at Conway & Co. are helping brands break down silos, align technology with customer needs, and prepare for an AI-driven future.

“Doing, not just talking, is the key to real customer experience transformation.”

That’s the perspective of Adam Lawrence, renowned service design expert and author of This is Service Design Doing.

With a background in both theatre and service design, Adam brings a unique perspective on how organizations can create lasting impact through experimentation, iteration, and collaboration. He believes that customer experience is often mistaken as a layer added on top of existing operations rather than being embedded into the core of how organizations function.

In this episode, Adam shares why organizations must stop getting stuck in debates and start taking small, tangible actions that lead to meaningful change. He dives into the power of prototyping, the importance of cross-functional collaboration, and how breaking silos can lead to real innovation. His insights on balancing structure with autonomy in frontline teams and his experience in facilitating change in both corporate and public sectors make this conversation a must-listen.

If you want to learn how to move from strategy to action, and from insights to impact, Adam’s advice will inspire you to rethink how your organization approaches customer experience.

Tune in now for this engaging conversation full of practical takeaways and fresh perspectives!

“If you want to make an impact in CX, you need to understand organizational constraints, stay critical, and stay creative.”

That’s the perspective of Peter Pirner, CX expert, advisor, and host of the CX Talks podcast, shared in this week’s episode of the PROMISE podcast.

With nearly 25 years at Kantar Germany and deep expertise in customer insights, Peter has seen firsthand how companies struggle—and succeed—in transforming customer experience. In our conversation, he highlights the critical difference between research-driven insights and operational customer feedback, and why CX success often hinges more on navigating internal barriers than on technology alone.

He shares sharp insights on:

• Why CX initiatives often stall due to internal silos and legacy systems
• The importance of aligning IT, marketing, and customer service to drive real change
• How SaaS companies effectively manage sales processes compared to traditional industries
• The potential and pitfalls of AI in analyzing customer feedback and supporting CX efforts

Listen to this episode if you want to learn how to navigate internal barriers and drive CX transformation in your organization. Peter’s practical approach will challenge you to rethink how your company turns insights into action.

Tune in now to hear all the valuable insights he has to share!

“If you’re not already considering all the unstructured data available to you and unifying it for decision-making, you’re already behind your competition.”

That’s the perspective Jochem van der Veer, CEO and founder of TheyDo, shared in the latest episode of the PROMISE podcast.

Jochem’s journey started in UX and service design, where he quickly realized that customer journey mapping, while insightful, often failed to translate into actionable, ongoing improvements. This led him to create TheyDo, a platform that helps businesses operationalize journey management, breaking down silos and making data-driven decisions at scale.

In this episode, Jochem shares how organizations are shifting from one-off CX projects to embedding customer journey thinking into their operational DNA. He explains how AI is transforming the way companies analyze structured and unstructured data, enabling them to connect pain points to real business outcomes. Whether it’s reducing call center costs or improving conversion rates, the key lies in using journeys as the common language between teams.

Listen to this episode if you want to learn how leading companies like Airbnb and Nissan are structuring their organizations around customer journeys—and how you can do the same. Jochem’s insights will challenge how you think about CX, data, and cross-functional collaboration.

Tune in for an inspiring discussion on the future of customer journey management!

“Customer experience isn’t just about delivering great service—it is also about using data to drive optimised and personalised interactions across every touchpoint.”

That’s the perspective Daniel Heer, Founder & CEO of Zeotap, shared in the latest episode of the PROMISE Podcast.

With a background in data-driven marketing and enterprise sales, Daniel has spent years helping brands bridge the gap between siloed teams and customer data. He believes that true customer-centricity requires not only collecting first-party data but also making it actionable—powering better personalization, smarter customer interactions, and ultimately, stronger business outcomes.

In this episode, Daniel shares:

• Why silos are the biggest challenge for companies trying to deliver seamless customer journeys—and how to overcome them.
• The key role of Customer Data Platforms (CDPs) in enabling relevant, personalized experiences across all channels.
• How brands can reduce wasted ad spend by suppressing irrelevant targeting and focusing on high-value customers.
• The future of AI in CX and how data-driven automation will reshape customer interactions.

Listen to this episode if you want to understand how to turn customer data into a competitive advantage. Daniel’s insights will inspire you to think beyond fragmented initiatives and start building a truly connected, data-powered CX strategy.

“Journey management isn’t just a tool—it’s an operating model that can align organizations around strategy, execution, and customer value.”

That’s the perspective of Patrick Quattlebaum, CEO of Harmonic Design and co-author of Orchestrating Experiences, shared in this episode of the PROMISE podcast.

With over 25 years of experience in customer experience design, Patrick has played a key role in shaping how organizations approach service design, journey management, and strategic collaboration. From his time at Adaptive Path—where he helped pioneer service design practices—to leading transformation efforts at Capital One, he has seen firsthand how organizations can use journey thinking to move beyond isolated CX initiatives and create lasting business impact.

In this conversation, Patrick shares why journey mapping is more than just a visualization exercise—it’s a critical framework for bridging strategy and execution. He discusses the challenges of integrating CX, digital transformation, and operational excellence, and why the most successful organizations are those that align cross-functional teams around customer needs while balancing efficiency, differentiation, and commercial success.

Listen to this episode if you want to learn how to scale customer-centricity, break down silos, and turn journey management into a powerful business capability. Patrick’s insights will challenge you to think beyond traditional CX and embrace a more holistic, strategic approach to experience orchestration.

Tune in to hear all the valuable lessons and examples he has to share!

“You can only build a successful customer experience program if you build the right alliances inside the business.”

That’s the perspective Rachel Lane, founder of CX as a Service, shared in episode #4 of the PROMISE podcast.

With a background in both entrepreneurship and CX leadership, Rachel has seen firsthand how CX efforts succeed—or fail—based on internal alignment. She believes CX leaders must actively build cross-functional support, focusing on pockets of pain that the business already cares about. This is key to turning CX from a ‘nice-to-have’ into a strategic priority that drives measurable impact.

In this episode, Rachel shares practical strategies from her work with brands across industries, from optimizing outsourced contact centers to acting as a fractional CXO. She explains how even small CX initiatives, when tied to clear business outcomes, can build momentum for larger transformational change.

Listen to this episode if you want to learn how to make CX an integral part of business success, rather than an isolated function. Rachel’s insights will help you navigate internal politics, demonstrate ROI, and create sustainable customer-centric change.

Tune in for powerful insights and real-world examples that will challenge the way you think about customer experience!