In this episode, we sit down with Jess Leitch, Executive Strategy Director at Frog, to explore the seismic shifts redefining how humans interact with technology — and what that means for brands, designers, and everyday users. From the collapse of the traditional interface to the rise of agentic AI, Jess walks us through a future that’s already underway, where experiences are increasingly ambient, autonomous, and deeply personal.

We talk about the concept of zero UI — the idea that screens and clicks are giving way to invisible systems that anticipate our needs. We unpack what happens when brands are no longer in control of their own channels, when LLMs become the new interface, and when intimacy with machines becomes not just possible, but expected. This isn't speculation. It's happening now — and it’s upending everything from marketing strategies to design fundamentals.

Jess challenges us to reconsider what trust looks like in a world where decisions are made by machines on our behalf. And she shares why designers and strategists must think not just about usability, but about dignity, emotional resonance, and long-term impact. If your business, brand, or career depends on how people engage with technology, this conversation is a wake-up call.

Welcome to Futurescape — where the next interface isn’t an interface at all.

Listen to the full episode now on Customerland. And if you’re building the future, start with the people who will live in it.

What happens when the shiny exterior of customer experience meets the messy reality of operational execution? In this eye-opening conversation, we speak with FD Giambattista, a veteran CX operations expert who has spent 25 years implementing customer service solutions for major corporations.

FD takes us behind the curtain to reveal what actually makes customer experience work—or fail. While technology providers focus on capabilities and features, FD deals with the operational realities: systems held together with "bailing wire and duct tape," agents navigating through 14 different applications to handle a single interaction, and the delicate balance between cost, quality, and speed.

The most surprising revelation? Despite all our focus on technology, the most common breakdowns occur in people and processes. FD shares his practical approach to uncovering these issues, starting with candid conversations with frontline employees: "You get them in a room without any of their management and just say 'tell me.' Once one person talks, everybody else chimes in."

We explore the "cost-quality-speed paradox"—the uncomfortable truth that organizations can only optimize for two of these three factors. This framework helps set executive expectations from the outset and forces critical prioritization discussions that many organizations avoid.

FD also emphasizes the direct connection between employee retention and customer experience quality. Companies with lower turnover deliver better experiences because their employees thoroughly understand the products and services they support.

Whether you're leading CX transformations or implementing customer-focused technology, this conversation offers invaluable perspective on what it takes to create truly seamless experiences. Join us for this honest look at the operational side of customer experience—where simplicity should reign but complexity often dominates.

Customerland is a podcast about Customers. How to get more of them. How to keep them. What makes them tick. We talk to the experts, the technologies and occasionally, actual people – you know, customers – to find out what they’re all about.

So if you’re a CX pro, a loyalty marketer, a brand owner, an agency planner … if you’re a CRM & personalization geek, if you’re a customer service / CSAT / NPS nerd – you finally have a home.

From static images to personalized experiences that greet you by name, digital signage has undergone a remarkable transformation. BrightSign's Vice President of Sales for the Americas, Misty Chalk, takes us deep into how this technology is revolutionizing customer connections across every industry.

The conversation reveals how BrightSign's purpose-built media players—those "purple boxes" behind screens everywhere—have become the backbone of sophisticated digital signage solutions. Chalk explains their unique ecosystem approach, where they've opened their APIs to over 170 content management software partners, creating a collaborative environment that delivers consistent, seamless experiences for end users. The newly established Bright Alliance program formalizes these partnerships, ensuring quality standards and simplifying what can be an overwhelming landscape for customers.

What's particularly fascinating is the evolution of retail media networks (RMNs) over the past four years. Accelerated by the pandemic, these networks have transformed from experimental initiatives to essential revenue streams that retailers "cannot afford not to do." BrightSign's technology serves as the crucial bridge connecting in-store displays, websites, apps, and streaming services—creating a cohesive experience that reaches consumers wherever they are.

Hyper-personalization emerges as the dominant trend shaping the future of digital signage. When a hotel room screen welcomes you by name or an end-cap display shows content relevant to your interests, that emotional connection drives brand loyalty. With a staggering 78% of marketers already using AI for content creation in 2024, the technology is rapidly advancing to deliver increasingly personalized experiences at scale.

Ready to transform how your brand connects with customers? Discover how digital signage can create the emotional engagement that drives loyalty across all touchpoints in today's omnichannel world.

Customerland is a podcast about Customers. How to get more of them. How to keep them. What makes them tick. We talk to the experts, the technologies and occasionally, actual people – you know, customers – to find out what they’re all about.

So if you’re a CX pro, a loyalty marketer, a brand owner, an agency planner … if you’re a CRM & personalization geek, if you’re a customer service / CSAT / NPS nerd – you finally have a home.