In this episode of the Marketer's Journey, I had the pleasure of interviewing Peter Mullen, CMO of Interactions. With a background in communications and tech, including his time at Netflix during their CD-mailing era, Peter's expertise has been shaped by his journalism roots. Today's episode revolves around the central theme of communication, a vital aspect that Peter emphasizes as a CMO. Interactions specializes in developing intelligent virtual assistants that offer personalized service at every stage of the buyer's journey, so Peter has navigated balancing AI's capabilities to enhance communication, foster trust, and instill confidence, all while maintaining authentic human connections. Our conversation delves into empowering teams, finding the equilibrium between technology and human interaction, and "yelling at robots."
Key takeaways from this episode:
Communicate the value you bring. Peter emphasizes that it is crucial that you effectively communicate with everyone inside and outside your organization the value you bring to the marketplace. Effective messaging will ladder back into your value proposition.
Don’t lose the human connection. Peter believes that there must always be a human engaged in communication to deliver an outstanding experience. While AI is important and here to stay, there should always be a human guiding the process.
The perfect formula is trust and confidence. Peter’s North Star is nurturing trust and connection on the buyer's journey. Using tools like those developed by Interactions is one of the ways in which organizations can foster trust and decrease frustration.