Content Library

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A Selection of Content by or Featuring Ginger Conlon From Around the Web

Tech Talks in 20 podcast: Each episode Ginger and co-host Michael Logan are joined by Genesys executives or industry pundits to discuss CX tech and trends — from using AI to build a more customer-centric enterprise to cloud migration to composable CX and more.

The importance of mentorship at every stage of CX career development: This CX Magazine article include commentary from Ginger on the value of mentorship.

The Audience Experience of Thought Leadership: As a guest on the Thought Leadership Leverage podcast, Ginger discusses how the thought leadership team at Genesys collaborates with content marketing and other cross-functional teams to deliver a cohesive story that educates and inspires customers and prospects.

Why Listening Is a Key to Empathy in Customer Experiences: In this Genesys blog post, Ginger discusses why having a comprehensive system of listening is integral to providing relevant customer experiences.

AI, CCaaS + UCaaS, and Cloud CX Stand Out at Enterprise Connect: Ginger encapsulates the top themes from the #EC22 conference in this Genesys blog.

How brands win with an IoT-enabled customer experience: In this KMWorld guest article, Ginger writes about using Internet of Things to differentiate CX.

Moving CX to the Cloud Is Inevitable: A notable theme at Enterprise Connect 2022 is the migration of CX technology to the cloud, Ginger writes in this Genesys blog.

Episode 36 – Leveraging AI to Build Customer Empathy – and Other CX Trends for 2022 and Beyond: In this “Customer Experience Insights” podcast, Genesys’ Claire Beatty, Scott Nagel, and Ginger discuss the report: The Top CX Trends for 2022 and Beyond, focusing on using AI in CX.

You Don’t Need a Ring for Customer Engagement: Ginger writes about why CX leaders need to show customers they care by providing relevant interactions at every touchpoint along the customer journey in this Genesys blog post.

Don’t Give Up on Direct Mail—It Can Really Deliver: This PFL blog post quotes Ginger on the benefits of direct mail, as well as trends in marketing spending.

Identifying The Biggest Gaps In Customer And Employee Experiences: In this Genesys BrandVoice post on Forbes, Ginger discusses how, by prioritizing both customer and employee experiences, leading organizations can see long-standing positive effects.

CX — For Better or For Worse: In this blog post on TheCustomer, Ginger explains why those most enamored with CX are the ones most likely to feel the customer love come back to them over the long run.

Consumers to Businesses: Your Customer Service is Trying Too Hard, and Not Where it Matters: This news article highlights findings from the Genesys report “The State of Customer Experience” and quotes Ginger about the report.

Customer Experience Insights podcast: Episode 27, “The Correlation Between Human Values and High-Performing Agents”: In this Genesys-hosted podcast, host Scott Nagel and guests Claire Beatty and Ginger discuss engaging high-performing contact center agents based on their top personal values.

How to Keep Your Best Contact Center Agents From Leaving: In this Genesys blog post, Ginger shares how contact center leaders can use their agents’ values to build a plan to increase engagement and motivation while improving retention.

The Consultant podcast: Episode 23, “How to Build Trust and Loyalty With Today’s Disconnected Consumers”: In this Genesys-hosted podcast, host Scott Nagel and guests Claire Beatty and Ginger discuss the global/regional findings of the Genesys report “The Connected Customer Experience.”

5 Trends Driving the Essentials for Modern CX: In this Genesys-sponsored guest article for No Jitter, Ginger discusses five trends driving today’s customer service experience, including digital engagement, remote work, and more.

Interview With Ginger Conlon: In this spotlight series from Onalytica, Ginger discusses her passion for marketing and customer experience and her predictions for what’s next in both areas.

Who’s Who in CRM: Onalytica features Ginger in its 2021 list of industry influencers.

56 Inspirational Women Leaders in Business to Connect With: Ginger is included in a notable list of female leaders in sales, marketing, and technology who not only excel in their own career, but also empower others to do the same.

101 Of The Best Customer Experience Quotes: Ginger finds herself in some impressive company in this Forbes’ CMO Network blog post by CX futurist Blake Morgan.

What is the Most Significant Moment in the 25 Year History of Digital Marketing? CRM analyst Brent Leary and Ginger look back at digital marketing milestones.

2019 Trends and Predictions From the Media: Members of the media, including Ginger, across several tech sectors predict the hot buttons for 2019.

A selection of Ginger’s content from:
LinkedIn                      MediaVillage
The Drum
MarTech Advisor     Direct Marketing News

MKTGinsight: Ginger is editorial advisor for DMCNY’s blog, which prepares marketers to take charge of the staggering changes in customer experience, data analytics, and marketing technology.

Back of Napkin — The 2019 Crystal Ball: In the January 15, 2019 episode of this podcast, Ginger talks “fauxvertising” and the Goldfish Principle and examines trends signaling that “everything old is new again.”

Digital Publishing Trends — The 2019 Edition: In this trends report, Ginger discusses her key focus for 2019.

Do Customers want Personalization? + 50 shades of Identity Management: During this Martech Advisor podcast cohosted by David Raab, Anand Thaker, and Chitra Iyer, Ginger shares her most memorable conversations and key themes from CES 2019.

3 Business Reasons to Care about CX: In this article for Oracle SmarterCX, Ginger writes, “The fact is, CX is all about business, about a win-win between company and customer. That’s why it’s become a business imperative—and a competitive advantage.”

The Marketing App Stack Guide: How can you ensure your martech stack stacks up? Ginger shares her thoughts in this guide from GetApp.

How to Stretch Your Small Business Marketing Budget: In a Q&A with PlanItPDQ’s Alison Harris, Ginger discusses why data is vital to success despite company size, her favorite marketing hack, and more.

Be Your Own Marketers: Top Strategies for B2B Editors: In this Q&A, Ginger provides a preview of “Top Strategies B2B Editors Can Learn From Content Marketers,” her presentation at ASBPE’s 2017 National Conference. Topics include analytics, social, and multi-platform distribution.

Pull These 6 Triggers for Sales and Marketing Collaboration: This guest post for Criteria for Success examines six ways to build an alliance between marketing and sales that will sync processes, boost morale, and drive revenue.

65% of Tech Firms Consider Service as a Profit Center: This guest post for CRMI discusses Service Strategies‘ “Service Industry Outlook: 2017 Research Report,” which finds that most tech company executives are bullish on the benefits of providing stellar service.

The Coming IoT Tsunami Will Redefine Customer Engagement: In this guest blog for RedPoint Global, Ginger presents six considerations for marketers planning how their organization can optimize customer engagement through IoT.

Yescalate 2016: As emcee of Yes Lifecycle Marketing’s annual customer conference, Ginger moderated several panel discussions, including Using Innovative Technology to Drive Results (featuring Domino’s, Popsugar, and Infogroup), Creating a Consistent Customer Experience Across Multiple  Marketing Channels (featuring West Marine, Silver Star Brands, and Honeywell), The Blurred Line Between B2B and B2C Marketing​ (featuring Honeywell, Union Privilege, and Silver Rock Consulting), and The Lifecycle Journey in the Age of the Customer (featuring Pep Boys, Sharecare, and Rodale).

Three “Lies” That Plague B2B Businesses – Part 3: Nine industry insiders share their views whether today’s marketing and sales are actually aligned. Let’s just say: There’s work to be done…

Three “Lies” That Plague B2B Businesses – Part 2: Industry insiders share their views on how much truth there is to the estimation that prospects are about 60% through the purchase process before engaging a salesperson.

Three “Lies” That Plague B2B Businesses – Part 1: Nine industry insiders share their opinion on whether cold calling is dead. (Spoiler alert: Ginger says it’s still alive and well.)

DisrupTV, episode 16: Cohosts R “Ray” Wang of Constellation Research and Vala Afshar of Salesforce discuss the hot topics of the week with Ginger. (Full episode also features Scott Brinker of ion interactive and Mayur Gupta of Healthgrades.)

Samsung’s Mobile Marketing Innovation: How Samsung’s efforts to integrate real-time marketing into an engagement campaign led to award-winning results.

Using Segmentation and Big Data to Target Different Markets: In this interview with MarketingSherpa Director of Editorial Content Daniel Burstein, Ginger discusses how to use big data to market strategically.

8 Industry Heavyweights Weigh in on Content Engagement:  This interactive eBook provides advice on ways to make content engaging to customers and prospects.


Innovative Marketing Tips to Make Your Business Sizzle:  Ginger discusses personalization in Chapter 4 of this eBook on marketing strategies.

Why Marketers Should Care About Customer Experience: In this brief video Ginger responds to a query on why customer experience is worth marketers’ attention.

Today’s Marketers Talk More About a Holistic View of the Customer:  An interview on customer relationship, social, and content marketing strategies.

Direct Mail Delivers: Strategies for Participating in the Value Chain: In this webcast Ginger discusses the impact of direct mail in the marketing mix.

My CRM Is Nothing More Than a Rolodex. Help!:  This TrustRadius article quotes numerous other CRM experts on how to get the most from CRM software.

Where is Marketing Going, and Growing, in 2015? PointClear CEO Dan McDade and Ginger discuss 2015 marketing trends.

What Are Your B2B Marketing Predictions for 2015? 20 thought leaders share their outlook for 2015.

Sales and Marketing—Stop Blaming, Start Partnering: This article asserts that sales and marketing do get along…in organizations that encourage collaboration.

Trustability & Your Customers’ Voice: In this PowerViews video PointClear CEO Dan McDade and Ginger discuss why trustworthiness has become a hot-button issue for business leaders.

CRM From an Editor’s Perspective: A discussion of the challenges and changes the customer management industry faces.

Why the Future of VOC Looks So Bright: In an article featured in the book Capitalizing on the Voice of the Customer, Ginger shares her views on the potential of voice of the customer initiatives. (Registration for download required.)

A Guide to Influence(rs): CRM industry heavyweight Paul Greenberg lists the people he considers to be CRM influencers, citing Ginger among the media influencers.

The Compensation Conundrum: This guest post discusses how compensation can help bridge the divide between sales and marketing.

Content Opens the Door to Opportunity: Pacific Union Real Estate uses content marketing to create a competitive advantage—and help its agent sell high-end properties.

For Patagonia, Timing Is Everything: The outdoor clothing company emails when customers are most likely to click. As a result, unique clicks jumped 9.8% and opens increased an aggregated 3.7%

Why All the Buzz About Context: Contextual marketing today entails using a customer’s real-time data to deliver content, a message, or an offer in the context of the moment.

What Marketing Approach Will Be Critical to Master in 2015? Experts recommend where marketers should focus their learning in 2015—everything from mobile to predictive analytics and from integration to partnership make the list.