Strategic design. Instant impact. Lasting growth.
Join two industry visionaries as they unite emotional brand design with telco operational expertise to decode the future of retail, one signal at a time.
As President and Chief Strategy Officer of SLD, Jean-Pierre is a seasoned strategic thinker who has led numerous strategies on personifying brands through immersive design. With more than 35 years of experience in the development and implementation of retail transformation programs, including ground-breaking transformation tools he has developed such as the “Trust Ladder” and “Ideal Omni Experience Model.”
Will Gibson is a globally recognized telecom retail expert with over 25 years of experience in driving customer experience transformations. As the founder of Amplifier and a senior leader at Maplewave, he has spearheaded large-scale retail initiatives ranging from store design to digital-first sales enablement. Will leverages real-world insights from hundreds of frontline coaching sessions to help operators improve conversion and build capable teams.
Episode 5
JP and Will are joined by Marbue Brown, Founder and CEO of The Customer Obsession Advantage, to unpack the shift from transaction-based operations to true customer obsession. Drawing on deep industry insights, Marbue breaks down the critical friction points, from network resilience gaps to rigid retail policies, and shares how teleco brands can rebuild genuine consumer trust.
Episode 4
In episode 4, JP and Will sit down with Mack Turner, a Chief Analytics Officer and former global market research lead at Bank of America. With over 30 years of experience, Mack breaks down how telecom brands can escape the trap of pre-existing narratives and truly listen to the market.
