Thought Leadership Director at Genesys
An award-winning editorial leader who has covered marketing and CX for the majority of her career, Ginger Conlon is currently thought leadership director at Genesys. Additionally, she serves as president of DMCNY. In her prior roles as chief editor of Direct Marketing News, 1to1, and CRM magazines she set the vision and editorial strategy, which led to increased readership, reader engagement, and revenue.
How did you get to become an expert in your key topics?
During my first editorial job at a defunct publication called Photo/Design, I got hooked on the power technology has to enable marketing and improve the customer experience, as well as the influence marketing and CX can have on customers’ attitude and behaviours. I’ve covered all that to varying extents over the ensuing years, learning about and sharing the myriad perspectives on it all.
What sub-topics are you most passionate about?
I believe that some elements of great marketing are basically customer service and that outstanding service experiences are great marketing. Similarly, the handoffs between marketing and sales have evolved over recent years. So, one sub-topic that interests me is the blurring lines between the three customer-facing areas and how those teams can and should collaborate to deliver the best (and most profitable) customer experience. Another sub-topic that jazzes me is using data to better understand and serve customers. This is an incredibly rich topic; it has a deep history and continues to evolve with every new data source, privacy regulation, and shift in customer perception.
Who influences you within these topics?
What challenges are brands facing in this space?
No surprise here: The biggest challenges the brands are facing in terms of CX and marketing include ever-escalating customer expectations, ever-changing customer behaviours and preferences, and ever-evolving technologies. And, of course, finding the optimal balance of personalisation and privacy.
What do you think the future holds in this space?
What brands are leading the way in this space?
If a brand wanted to work with you, which activities would you be most interested in collaborating on?
What are your passions outside of work?
What would be the best way for a brand to contact you?