Data-Driven Customer Experience Transformation with Mohamed Zaki
IN CLEAR FOCUS: Professor Mohamed Zaki of Cambridge University discusses his new book “Data-Driven Customer Experience Transformation.” Mohamed explores the shift from product-centric to customer-centric business models, distinguishing customer satisfaction from delight, and leveraging AI and data analytics to predict customer behavior. Mohamed also shares his insights on omnichannel experiences, personalization strategies, and real-world case studies, including Caterpillar’s CX transformation.
What’s Right with America With Honorable Paul Johnson and Larry Aldrich
IN CLEAR FOCUS: Honorable Paul Johnson and Larry Aldrich, authors of “What’s Right with America,” challenge fear-driven narratives dominating media. They discuss how optimism drives innovation, the power of individual agency over collective thinking, and the economic strengths of the United States. The conversation explores marketing lessons from their data-driven approach to countering pessimism, the importance of entrepreneurship, and how brands can tap into shared American values rather than divisions. < Episode Transcript Adrian Tennant: Coming up in this episode of IN CLEAR FOCUS … Larry Aldrich: You simply can’t solve problems from a position of fear and negativity. You have to be optimistic. You have to believe you can solve them. Paul Johnson: The single greatest thing that our country ever did was, from the very beginning, it empowered the individual over itself. Adrian Tennant: You’re listening to IN CLEAR FOCUS, fresh perspectives on marketing and advertising produced weekly by Bigeye, a strategy-led, full-service creative agency growing brands for clients globally. Hello, I’m your host, Adrian Tennant, Bigeye’s Chief Strategy Officer. Thank you for joining us. In today’s polarized media landscape, marketers and brands face unprecedented challenges when communicating with consumers. As society appears more divided, many brands struggle to position themselves authentically without alienating segments of their audience. This challenge raises important questions about how brands can navigate these complex waters while staying true to their values and connecting with consumers in meaningful ways. Our guests today offer a unique perspective on America’s foundation, its values, and how understanding what’s right with America might provide insights for brands and marketers. Honorable Paul Johnson is a former State Department official, CEO and co-founder of Redirect Health, former mayor of Phoenix, and host of The Optimistic American podcast. Joining him is Larry Aldrich, a former federal antitrust prosecutor, former CEO of University Physicians Healthcare and two Gannett newspapers, and founder of Tucson Ventures. Together, they’ve authored a new book titled “What’s Right with America … And How We Can Keep It That Way!” Published by Post Hill Press, the book examines America’s core strengths and values, challenging the prevailing pessimism that dominates so much of today’s discourse. To discuss how their insights might inform marketing strategies in a polarized world, I’m delighted that Paul and Larry are joining us today from Arizona. Paul and Larry, welcome to IN CLEAR FOCUS. Larry Aldrich: Thank you. Paul Johnson: Thanks for having us, Adrian. Adrian Tennant: Larry, your book, “What’s Right with America,” comes at a time when many perceive the country as deeply divided. What inspired you to write this book? Larry Aldrich: So I would say Paul, specifically. I don’t really kind of suck up when talking to Paul, but Paul is the inspiration for the book. He and I are running buddies, and I knew about his podcast, The Optimistic American. And one day I said, “You know, you might want to market this a little differently. You might want to write a book.” And he goes, “Well, I’ve written books.” And he said, “If you want to write a book with me …” meaning “you want to take the first crack at it.” And I said, “Sure. I’ve always been thinking about writing a book. So here we go.” So that really was the inspiration, specifically. Generally, I think I tire very much from the negativity. And I get caught up in it like everybody else, and you just kind of find yourself just spiraling down. And again, the inspiration of Paul just spending much of his time on a podcast talking about optimism and what makes America great, those two things intersected for me to be quite interested to write the book with Paul. Adrian Tennant: Paul, when we were preparing for this podcast, you mentioned how fear-driven narratives dominate media channels on both sides of the political divide. Now, as someone who’s worked in both politics and business, how do you see this affecting the broader cultural conversation? Paul Johnson: Well, I don’t think there’s any doubt that it’s had a big effect. I do want to say one thing about Larry. I appreciate Larry giving me so much credit. But Larry was a publisher. He worked for the Justice Department. He has an incredible understanding of the Constitution. And I have known him for a long time. And his fundamentals and his belief in the foundations of America are almost unshakable. It’s one of the things that I’ve loved about him. And he contributed and wrote a ton on that inside this book, that I enjoyed myself. You know, what we see that’s happening, and that is counter to my instincts, is a huge amount of pessimism that exists in America today. The pessimism is being driven really by both sides, and there are a wide variety of reasons for it. But there’s political advantage, and it’s profitable to be negative. But consequently, the American brand is being hit on a regular basis. If you were trying to figure out how to market into that, my guess is the first instinct would be you have to be negative as well. But as we know about branding, anytime you’re talking about branding, sometimes being counter to the existing culture is what actually gets you noticed. We’re hoping that is what happens. Although I can’t tell you how many times Larry and I have been up on podcasts and seen comments from people saying, “What’s right with America? Are you guys morons?” That there’s not much right with it. And here’s what I would say to that. “You’re wrong. You know, take a look at the data. Start with that.” You know, today, again, on the right and the left, we, you know, we can listen to the Bernie Sanders talk about inequality that exists because of income levels. We can also hear both sides talk about things like the need for tariffs because the United States has been hollowed out and our industry has been destroyed.
Bigeye’s 2023 US Pet Owners Study
Results from Bigeye’s new 2023 US Pet Owners Study reveal 97 percent consider their pets to be family members. What are the implications for pet care marketing?