In the season three finale of On the Record, we dive into one of marketing’s most overhyped yet underdelivered promises, personalization, and explore how to finally make it real. Inspired by Frank Ocean’s Blond, we draw parallels between the album’s intimate, intentional choices and the power of creating truly personal customer experiences. We break down why personalization often stops at the basics, how enriched data and AI can help us deliver relevance at scale, and why speed, adaptability, and even a little imperfection matter. It’s a lively, music-meets-marketing conversation that challenges us to move beyond buzzwords and into the future of meaningful connection.

In this episode of On The Record, we step into the marketing tech ring to settle a rising debate: are traditional chatbots enough, or are AI-powered lead agents the future of conversion? We explore how modern lead agents go beyond static FAQs, actively engaging, qualifying, and converting leads in real time. Alongside this conversation, we draw a surprising parallel to Björk’s Homogenic—an album that blends synthetic beats with organic emotion, much like how AI is reshaping the customer experience. From UX design breakthroughs to metrics that matter, we unpack what makes today’s lead agents a performance-driven upgrade, and why marketers should rethink the “don’t distract from the CTA” myth once and for all.

In this episode of On the Record, we’re joined by Chris Schermer, founder of the nationally recognized B2B agency Schermer, to explore why vulnerability isn’t just emotional, it’s a strategic advantage. Inspired by Joni Mitchell’s Blue, we dive into how authenticity builds trust, how brands can use honest storytelling to deepen relationships, and why embracing imperfection can unlock creativity and connection. From impactful campaign work with Red Wing Shoes to lessons on leadership and AI, this conversation is a powerful reminder that the most human brands often make the biggest impact.