Everything Clicks

Designing Empathetic Digital Experiences in Healthcare at Scale – Anthony Cadieux

Shamir Duverseau — Thu, 02 Apr 2026 09:00:00 -0400

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

Shamir Duverseau — Thu, 26 Mar 2026 09:00:00 -0400

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:

📣 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

Shamir Duverseau — Thu, 19 Mar 2026 09:00:00 -0400

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:

📣 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

Shamir Duverseau — Thu, 12 Mar 2026 09:00:00 -0400

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:

📣 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

Shamir Duverseau — Thu, 05 Mar 2026 09:00:00 -0500

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:

📣 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

Shamir Duverseau — Thu, 26 Feb 2026 09:00:00 -0500

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:

📣 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

Shamir Duverseau — Thu, 19 Feb 2026 09:00:00 -0500

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:

📣 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

Shamir Duverseau — Thu, 12 Feb 2026 09:00:00 -0500

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:

📣 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

Shamir Duverseau — Thu, 05 Feb 2026 09:00:00 -0500

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:

📣 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

Shamir Duverseau — Thu, 29 Jan 2026 09:00:00 -0500

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:

📣 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

Shamir Duverseau — Thu, 22 Jan 2026 09:00:00 -0500

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:

📣 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

Shamir Duverseau — Thu, 15 Jan 2026 09:00:00 -0500

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:

📣 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

Shamir Duverseau — Thu, 08 Jan 2026 09:00:00 -0500

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:

📣 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

Shamir Duverseau — Thu, 18 Dec 2025 09:00:00 -0500

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:

📣 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

Shamir Duverseau — Thu, 11 Dec 2025 09:00:00 -0500

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:

📣 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

Shamir Duverseau — Thu, 04 Dec 2025 09:04:00 -0500

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:

📣 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

Shamir Duverseau — Thu, 20 Nov 2025 09:05:00 -0500

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:

📣 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

Shamir Duverseau — Mon, 17 Nov 2025 04:31:06 -0500

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:

📣 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

Shamir Duverseau — Thu, 06 Nov 2025 09:00:00 -0500

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:

📣 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

Shamir Duverseau — Thu, 30 Oct 2025 09:05:00 -0400

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:

📣 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

Shamir Duverseau — Thu, 23 Oct 2025 09:05:00 -0400

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:

📣 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

Shamir Duverseau — Thu, 16 Oct 2025 09:05:00 -0400

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:

📣 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

Shamir Duverseau — Thu, 09 Oct 2025 09:02:00 -0400

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:

📣 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

Shamir Duverseau — Thu, 02 Oct 2025 09:00:00 -0400

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:

📣 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

Shamir Duverseau — Thu, 25 Sep 2025 09:17:50 -0400

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:

📣 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

Shamir Duverseau — Thu, 18 Sep 2025 09:22:00 -0400

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 mindset
How to design ads that educate and convert by addressing buyer doubts upfront
Why ad-to-landing page continuity builds trust and shortens time to conversion
Why 60–80% of paid spend should prioritize new customer acquisition
Smarter 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

Shamir Duverseau — Thu, 11 Sep 2025 08:56:06 -0400

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:

📣 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

Shamir Duverseau — Thu, 24 Jul 2025 09:00:00 -0400

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 transformation

And 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

Shamir Duverseau — Thu, 17 Jul 2025 09:03:00 -0400

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:

📣 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

Shamir Duverseau — Thu, 03 Jul 2025 09:05:00 -0400

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:

📣 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

Shamir Duverseau — Thu, 26 Jun 2025 09:00:00 -0400

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:

📣 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

Digital Transformation in Higher Education with Chris Pilsner

Shamir Duverseau — Thu, 19 Jun 2025 04:49:59 -0400

Chris Pilsner is Executive Director of Relationship Management & Digital Experience at UMass Amherst.,

In this episode, she shares her proven strategies for breaking down organizational silos and driving digital transformation in the higher education space.

Drawing on 15+ years of experience in major advertising agencies and a deep academic background, Chris reveals:

- How she navigates change management challenges

- Builds cross-functional alignment around major CRM initiatives

- And balances student expectations with institutional constraints.

Learn her approach to managing email overload that impacts student success, maintaining student-centric focus through cross-functional collaboration, and more.

=== Connect with Chris:

- LinkedIn: https://www.linkedin.com/in/cfoleypilsner/

- Website: https://www.umass.edu

=== Resources:

UMass IT strategic plan: https://www.umass.edu/it/strategic-plan

=== About the Everything Clicks podcast:

📣 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 Fan Attachment Through Digital Experience Design with Pedro Araujo

Shamir Duverseau — Thu, 12 Jun 2025 08:00:00 -0400

Pedro Araujo, Chief Marketing Officer at Orlando City SC and Orlando Pride, shares his data-driven approach to creating authentic fan experiences.

Learn how he balances emotional connection with performance metrics, builds marketing tech stacks on limited budgets, and creates consistent experiences for fans across multiple touchpoints.

Pedro offers advice on how to leverage fan feedback and optimize conversion funnels, highlighting the importance of representing local culture while competing as a challenger brand in professional sports.

Beyond Traditional Marketing: How Visit Myrtle Beach Transformed Tourism Through Authentic Content with Stuart Butler

Shamir Duverseau — Thu, 29 May 2025 08:00:00 -0400

Visit Myrtle Beach's VP of Marketing, Stuart Butler, reveals how shifting from paid advertising to owned content and branded entertainment delivers a better ROI while creating authentic connections with travelers. Learn how an innovative approach to accessibility initiatives and storytelling bridges the experience gap between what travelers expect and what destinations typically deliver. Discover practical strategies for using AI in travel marketing, transforming audiences into advocates, and measuring the real impact of authentic content.

Why Landing Page Optimization is Marketing’s Biggest Missed Opportunity - Stuart Rex

Shamir Duverseau — Thu, 22 May 2025 04:51:26 -0400

Webtrends Optimize’s Commercial Director Stuart Rex reveals the $240 billion disconnect between ad spend and post-click optimization — and why this imbalance is costing marketers conversions. Learn how Google’s increasing focus on landing page quality creates an opportunity to reduce ad costs while improving results and tested, practical approaches to experimentation without getting overwhelmed. Get a step-by-step playbook for optimizing your landing pages and discover how to identify your “North Star” metric.

Bridging the Data Gap: How Technical Architecture Drives Customer Experience - Tom Leddy

Shamir Duverseau — Thu, 15 May 2025 06:00:00 -0400

Salesforce Technical Architect Director, Tom Leddy, reveals why data silos and legacy systems are undermining customer experiences and how to fix them. Learn the key steps for building a cohesive data strategy before you implement AI, why technical and marketing teams must bridge communication gaps, and practical approaches to demonstrate direct ROI from quality data initiatives. Find out how to evolve from outdated legacy systems to modern, integrated architectures that power personalized CX.

Building an Experimentation Culture: The Four Pillars of Success - Tu Nguyen

Shamir Duverseau — Thu, 08 May 2025 08:00:00 -0400

Smart Panda Labs’ Principal Consultant, Tu Nguyen, breaks down the key framework for creating a successful experimentation program with real business impact. Learn why embracing failure is critical for innovation, how to align cross-functional teams around shared goals, and what role AI will play in accelerating experimentation velocity. Get practical approaches to start small, measure what matters, and create a sustainable culture of testing that connects directly to business outcomes.

The Customer Experience Gap: Closing the Distance Between Expectation and Reality - Aurelia Pollet

Shamir Duverseau — Thu, 01 May 2025 08:00:00 -0400

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.

Data Engineering Meets Customer Experience: How AI Is Reshaping E-commerce - Shaun Gehring

Shamir Duverseau — Thu, 24 Apr 2025 08:00:00 -0400

Wells Fargo’s VP of Data Engineering and Analytics, Shaun Gehring, reveals how near real-time data feedback loops are transforming digital buying experiences. Discover why most companies are wasting resources on real-time data, how to use AI to create a more natural shopping experience without the creepiness factor, and strategies to align technical, marketing, and product teams for a more cohesive customer journey.

How UX Friction Actually Improves Your Digital Experiences - Erin Young

Shamir Duverseau — Thu, 17 Apr 2025 08:00:00 -0400

Slide UX founder and principal Erin Young shares when friction in user experience can be beneficial, how to balance information and simplicity for complex products, and why user research often catches what A/B testing missed. Find out how UX sits at the intersection of marketing, product, and IT, and how you can speak each team’s language to create a better digital experience.

Why AI is a Friend to Marketers - Bill DeCourcy

Shamir Duverseau — Thu, 10 Apr 2025 00:00:00 -0400

Amerilife's Chief Lead Generation Officer Bill Decourcy shares game-changing strategies for performance marketing success. Discover how to harness the power of video and YouTube as attention-grabbing tools, implement AI to do more with less, and spend less time in dashboards and more time reaching the right audience. With insights on building a unified martech stack for seamless digital experiences across all channels, this episode delivers practical tactics to enhance your marketing effectiveness and drive measurable results in today's competitive landscape.

Alex Corzo: What is The Post-Click Experience? The Missing Piece in Your Marketing Strategy

Shamir Duverseau — Wed, 02 Apr 2025 12:21:35 -0400

Smart Panda Labs co-founder Alex Corzo reveals why what happens after someone clicks on your marketing is crucial for conversions. Learn how to move beyond vanity metrics, create personalized and engaging customer journeys, and communicate marketing’s real impact to the C-suite. With real-world examples from healthcare to retail, explore practical strategies to optimize your post-click experience and outperform competitors.