Marketer’s Alchemy: Turning Data Into Gold · 2025-11-19 · 24 min
This episode, Kathryn digs into the art and science of customer experience with Bennett Fox-Glassman, SVP of Customer Journey at Macy’s. Together, they explore how listening, context, and authenticity shape memorable interactions in modern retail. Guest Quotes “One of our first focuses was taking stock of what was working and what wasn't. And in our CRM programs, when we looked at them, we believed we could actually get more by sending less, which was maybe counterintuitive at first, but in fact, we have. And so it used to be that it was Tuesday and so everybody got the coats email, and now we are much more attentive to where you are in your journey. So if you recently bought something at home, for example, we wanna be talking to you about how do you style it and how do you complete that room. And that becomes our priority over talking to you about the fact that it happens to be Tuesday.” Episode Breakdown [01:42] Alchemy Unveiled: Rewiring Around the Customer [14:13] From Nuggets to Campaign Gold: Power of Iconic Moments [21:00] Gold Rush Round: Bennett’s Bumper Sticker Wisdom Links & Resources: Links & Resources:
The Data-Driven Playbook for Modernizing Iconic Brands72 / 100Hiya's Secret to Compelling Customer EngagementWhy Scale Loses to Precision in B2BWhat Happens When You Really Study Your AudienceThe Holy Grail of Marketing: Right Person, Right Time, Right Message