In an era of high customer expectations, a great app or website is no longer enough. Success demands a seamless, consistent experience across every single touchpoint. But why do so many organizations still struggle with disconnected channels, treating their mobile, web, and in-store experiences as separate entities?

On this episode, host Nick Brunker is joined by Erik Haines, Managing Director of Technology, Mobile Apps, and Product Management at VML, to discuss why businesses can no longer afford to operate in silos. Erik breaks down the critical need for a unified product strategy, explaining how to shift from a channel-first to a customer-first mindset.

In this episode, you'll learn:

• The three main reasons organizations fail to connect their customer experiences: organizational structure, legacy tech, and misaligned incentives.
• How to use mobile as the "remote control" for the entire customer relationship.
• Practical steps for mapping the customer journey and using data holistically to create personalized, real-time interactions.
• The crucial role of leadership in breaking down internal barriers and fostering a culture of cross-functional collaboration.

Read more from Erik on the subject with our friends at BottleRocket, here.

How is creative effectiveness being redefined in a world powered by first-party data and retail media? In this episode, Nick Brunker is joined by Mari Sokolowski, Performance Marketing Personalization Lead at Haleon, to explore the evolution of creative from a static asset to a living, dynamic system. They discuss how brands are adapting to retailers becoming powerful media companies, the mindset marketers need to bridge the gap between art and the algorithm, and the importance of balancing short-term performance with long-term brand love to create experiences that feel like a service, not a sell.

The game has changed. For over a decade, marketers mastered the art of climbing Google's rankings. But with the rise of AI Overviews and conversational search, the classic "10 blue links" are fading. We're in a new era where answers are synthesized and clicks are no longer the primary goal.

How can brands survive ...and thrive... in this new landscape? Host Nick Brunker welcomes back VML's Chief Discoverability Officer, Heather Physioc, who is on the front lines guiding global brands through this evolution.

In this episode, you'll learn:

• The End of an Era: What Google's AI Overviews and AI Mode mean for the future of search.
• The "Zero-Click" Threat: Why website traffic is declining and how to adapt your measurement strategy when clicks and rankings are no longer the key metrics.
• Becoming the Source: Practical steps to build authority and create content that AI engines will trust and cite.
• The Marketer's Playbook: A three-part plan for what to do immediately, what to test in the near term, and the strategic pivots to plan for long-term success in the age of AI.