In this episode of 'Tame the Mobile Beast,' Tom Butta hosts Chris Koehler, Chief Marketing Officer of Twilio, in a discussion about the intricacies of orchestrating seamless customer experiences across multiple channels.

Chris highlights the complex challenge brands face in integrating new technologies, evolving user needs, and vast data streams, emphasizing that creating cohesive and delightful customer journeys requires more than just advanced technology—it calls for strong internal alignment and a well-thought-out strategy. The conversation underscores the importance of viewing customer experience as a holistic journey rather than a series of isolated interactions, warning that disjointed experiences across touchpoints can undermine customer satisfaction and brand loyalty.

Additionally, the conversation would not be complete without touching on the potential of AI, specifically how it can be leveraged to enable personalization at scale. By leveraging a unified data profile and activating it across communication channels, AI can generate more relevant content, offers, and experiences. However, he cautions that success hinges on a deliberate strategy to avoid pitfalls like poor AI management, which could lead to negative customer experiences and increased skepticism.

Finally, Chris shares his insights on balancing the digital and human elements in customer interactions and the future impact of AI on marketing and customer experience strategies. His advice underscores the importance of creating value-driven and efficient customer journeys that are deeply rooted in rich, contextual data.

—

Guest Quote

"There's so many different ways to interact with your customers across your brand. Keeping that consistent, contextual experience - it's just really, really hard. And there's very few brands that are doing this.” – Chris Koehler

—

Time Stamps

01:01 Meet Chris Koehler, CMO of Twilio

01:35 Beast of the Week: Customer Journey Irchestration

02:45 The challenge of consistent customer experience

03:49 The role of technology and organizational challenges

09:53 The importance of data in customer experience

12:04 AI: The future of personalization at scale

20:16 Rapid Fire Questions

—

Links

• Connect with Chris Koehler on LinkedIn
• Check out Twilio
• Connect with Tom Butta on LinkedIn
• Check out the Airship Website

In this episode of 'Tame the Mobile Beast,' host Tom Butta sits down with Adam Nash, CEO and Co-founder of Daffy, to delve into the inspiration and growth behind this innovative financial platform aimed at enhancing charitable giving.

Adam reveals how Daffy is reimagining philanthropy by tackling two critical challenges that often prevent people from giving: financial uncertainty and choice paralysis. By allowing users to set aside money for charitable causes proactively, Daffy makes it easier for people to meet their philanthropic goals without the usual stress and guilt associated with last minute charitable contributions.

The conversation also touches on the emotional connections people have with their charitable activities, emphasizing how understanding these human insights can considerably improve product design and user experience. Adam’s broader vision for Daffy extends beyond a simple donation platform. He sees it as a communal space where individuals can connect, inspire each other, and amplify their collective impact.

For anyone interested in the intersection of technology, personal finance, and philanthropy, this episode offers a rich exploration of how modern solutions can make giving both simpler and more meaningful.

—

Guest Quote

“ 60M [American] households give to charity every year. It's more than half a trillion dollars a year, about 2% of GDP. And yet it had been underinvested in because really people just focused on the act of donating versus the more fundamental goal people had. And so we really started tackling this idea of what if we built an app like that, used all this modern technology, all these capabilities, and made it very easy for people to automatically put aside money every month so that when they want to give, they have that money.” – Adam Nash

—

Time Stamps

01:07 Meet Adam Nash, CEO of Daffy

01:39 The concept of giving and Daffy's mission

05:47 The birth of Daffy

08:24 Designing for human emotions

10:57 The role of technology in giving

15:29 The story behind Daffy's name

18:12 Adam Nash's personal journey and passion

23:11 Connecting people through giving

25:57 How to amplify impact

29:05 Understanding and engaging members

33:14 The power of early evangelists

37:56 Rapid Fire Questions

—

Links

• Connect with Adam Nash on LinkedIn
• Check out Daffy
• Connect with Tom Butta on LinkedIn
• Check out the Airship Website

In this episode of "Tame the Mobile Beast," host Tom Butta interviews Michael Yamartino, CEO of Route, about the global challenge of lost packages and Route's innovative solution.

Route, founded in 2019, has quickly become the leading package tracker for online orders, offering a seamless post-purchase experience through its app and web platform. The company has made significant strides, protecting over $15B in merchandise, saving brands more than $100M in refunds and reorders, and tracking hundreds of millions of packages.

Michael discusses the pain points faced by both shoppers and brands, highlighting Route's app that combines package tracking and protection. The conversation explores Route's unique approach and customer-centric principles, with Michael emphasizing the team's commitment to frictionless interactions, from rapid response times to maintaining high customer satisfaction rates.

For those interested in e-commerce innovation and customer experience, this episode offers valuable insights into how Route is addressing critical industry challenges while prioritizing customer satisfaction and loyalty.

—

Guest Quote

“ We really want to deliver the best post purchase experiences possible for the best brands in the world. And so that will come with solving some of the challenges around things like returns, customer loyalty, and identity. There's a whole host of issues that are near and dear to our brand's hearts. And we want to be the best partner for them to solve all those issues.” – Michael Yamartino

—

Time Stamps

00:37 Introduction of Michael Yamartino

01:24 The Lost Package Beast

02:48 Route's Solution and App Features

07:46 Scaling Operations and Company Principles

13:54 Future Plans and Sustainability Efforts

18:53 Fundraising and Business Growth

23:46 Rapid Fire Questions

29:12 Closing Remarks

—

Links

• Connect with Michael Yamartino on LinkedIn
• Check out Route
• Connect with Tom Butta on LinkedIn
• Check out the Airship Website