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Mary Brodie

Founder and Digital Strategist at Gearmark

Dallas, United States

By listening to your team and customers, I can help your company improve their customer relationships and increase revenue.

I help companies develop strategies and programs for digital customer experiences (20+ years, startups to Fortune 500s).

I work with executives to identify and clarify opportunities or problems in their organization, their product, or their customer relationships through research. I’ll often do my own research or coordinate a team to gather raw data, discover data patterns and trends, and make recommendations based on that work.

We consider solutions that use strategies that complement the corporate vision and help the teams visualize the results. My background in marketing and business processes/automation/digital transformation allows me to work with the team to create cohesive and effective user experience, product, and content strategies.

With the team’s input, we develop an actionable plan and if appropriate, I orchestrate them to deliver it. I have led, orchestrated, and coached teams of up to 10 direct reports and ~70 people while in a PMO to deliver results like: on-time product or program launches, improved lead generation programs, increased product usage, high-quality product, and ultimately revenue growth. I often build consensus between marketing, design, IT, sales, operations, product development, outside vendors, and consultants to achieve objectives and goals. My goal: enable all team members to collaborate harmoniously while owning their roles.

Author of Revenue or Relationships: Win Both! A customer experience primer to shift your perspective of business. (2019)

Values: collaboration, service, compassion, creativity, courage

I have spoken at the national Agile conference (Agile 2014 and 2015), Big Design Dallas (2015, 2018), and CXTalks (Dallas 2018). I have also witten articles about user experience trends, chatbots, and voice interfaces.

Customer Experience & Communications
Brand Strategy | Content & Social Media Research & Strategy | User Experience Research & Strategy | Customer Engagement | Lead Generation | Thought Leadership | External & Internal Communications | Product Marketing | Integrated Marketing | Persona Research

Digital Strategy & Transformation
Automation & Process Improvement | Product Strategy & Development | Agile Methodology & Development Process | KPIs & Reporting | Data Analytics & Insights

Leadership
Listening & Team Communication | Entrepreneurship | Change Management | Consensus Building & Conflict Resolution | Project Management | Program Management

Mary Brodie Points
Academic 0
Author 225
Influencer 68
Speaker 15
Entrepreneur 20
Total 328

Points based upon Thinkers360 patent-pending algorithm.

Thought Leader Profile

Portfolio Mix

Company Information

Company Type: Company
Minimum Project Size: Undisclosed
Average Hourly Rate: Undisclosed
Number of Employees: Undisclosed
Company Founded Date: Undisclosed

Areas of Expertise

Agile
AI 30.77
Big Data
Business Strategy 30.77
Cloud
COVID19 30.27
CRM
Culture 30.11
Customer Experience 34.23
Design Thinking 31.46
Digital Disruption
Digital Transformation 30.95
Diversity and Inclusion 30.74
Emerging Technology 30.05
Future of Work
HR 30.24
Innovation
IoT
Leadership 30.15
Lean Startup
Management 30.09
Marketing 33.10
Mobility
Open Innovation
Sales 32.01
Social
Startups
Sustainability 30.08

Industry Experience

Consumer Products
Financial Services & Banking
Healthcare
High Tech & Electronics
Hospitality
Insurance
Manufacturing
Media
Pharmaceuticals
Professional Services
Retail
Telecommunications
Travel & Transportation

Publications

22 Article/Blogs
How I approach constructive criticism
Medium
December 24, 2024
In this excerpt, I outline how I approach constructive criticism. To me, constructive criticism is a conversation between a creator and whomever is experiencing the creation. Sadly, I think this skill is getting lost. Listening is a key component to improving an experience — to understand what it is and imagine the possibilities of what it could be. I hope you find this helpful!

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Tags: Customer Experience, Digital Transformation, Management

The currency of time and where you spend it
Medium
December 18, 2024
“Spending time.” It’s an expression we frequently use when we talk about what we do with our days. We use money metaphors when we talk about time because, like money, it is finite and limited. However, time is more valuable than money, because you can’t earn more time. You only have the time you have available during your life. You can’t add more hours, minutes, or seconds in a day. You can’t loan people time; your time is yours alone.

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Tags: Customer Experience, Digital Transformation, Marketing

Accept the message from the messenger
Medium
December 16, 2024
Every person is like a classroom and listening to them is an opportunity for us to learn something new. We may discover something about the world, who they are, or who we are.

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Tags: Customer Experience, Digital Transformation, Management

My relationship with myself and the larger world
Medium
October 02, 2024
My motivation for conversation and connection is often based on how I see my role in the world at any point in time. Buddhism study has shown me that there are two approaches to participating in a conversation based on your relationship with yourself and your outlook on life

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Tags: Customer Experience, Digital Transformation, Marketing

My life changed the moment I decided to embrace acceptance
Medium
September 12, 2024
This is the final chapter of my new book that will be with my editor in a few weeks. The book is about the role of acceptance in listening to help people be better listeners. Enjoy!

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Tags: Customer Experience, Digital Transformation, Marketing

Advice for Wendy's
LinkedIn
March 19, 2024
I'm not even sure how the viral-ness of it happened. All I remember is that one night, I decided to post some commentary connecting Wendy's and their “dynamic pricing” to its customer experience. Within minutes, I had dozens of reactions and comments. And the momentum didn’t stop.

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Tags: Customer Experience, Digital Transformation, Marketing

Habit for Compassion: Communicate with Curiosity - Part 1
Gearmark - Revenue or Relationships Win Both
July 18, 2022
You can’t be curious about someone else unless you are willing to listen to them and understand their point of view.

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Tags: Customer Experience, Digital Transformation, Business Strategy

Why I took a class about compassion and what I learned - Part 1: How it started
Gearmark - Revenue or Relationships
July 11, 2022
We often take for granted that we know what compassion is and how it works. When I share that I recently attended compassion training people either chuckle or act like I didn’t say anything. But there are many who are curious about what I learned how it has had a profound impact on my life.

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Tags: Customer Experience, Digital Transformation, Business Strategy

The two-way street called loyalty
LinkedIn
May 27, 2021

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Tags: Customer Experience, Marketing

During COVID, Being a Leader Means Embracing Compassion
LinkedIn
September 24, 2020
...or Stop the Emotional Barf.

Emotional barf in the workplace. Eau, right? But lately, we see it too often. And it’s pretty awful. With COVID 19, the cultural realization of deep systemic racism, our environmental crisis, and unpredictable national, state, and local leadership, just to name a few issues, company leaders are experiencing a lot of emotions coming from their teams. And themselves.

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Tags: Leadership, COVID19

Leadership starts with how you lead yourself
LinkedIn
July 26, 2018
I think the hardest professional change is transitioning from "doing the work" to becoming a leader. There’s no guidebook for how to do it. There are no obvious signs available to tell us that we’ve made it. Other people may believe that we have achieved leadership status through how they experience us, but it’s close to impossible for us to see it ourselves.

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Tags: Customer Experience, Digital Transformation, Leadership

Looking for Women Leaders in all the Wrong Places
Impakter
April 24, 2017

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Tags: Diversity and Inclusion, Leadership

African American Youth Seeing a New Future
Impakter
March 27, 2017

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Tags: Diversity and Inclusion, HR, Leadership

Women Worldwide Assert Their Power through Necessity
Impakter
March 16, 2017

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Tags: Diversity and Inclusion, Leadership, Sustainability

The Case to Replace Intranets with Bots
UX Magazine
February 14, 2017
What’s more user-centered than simply asking an Intranet for what you want? Bots deliver just that.

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Tags: Customer Experience, Digital Transformation, Emerging Technology

Tackling Systemic Racism and Our Biases through Empathy
Impakter
November 23, 2016

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Tags: Diversity and Inclusion, HR, Leadership

Latino Children: the Potential for our Future
Impakter
October 17, 2016

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Tags: Diversity and Inclusion, HR, Leadership

Science, Critical Thinking, and Curiosity: the Trifecta For Our Children’s Future
Impakter
August 31, 2016

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Tags: Diversity and Inclusion, HR, Leadership

Was that Sexist? How Boundaries and Respect Could Eliminate Sexism
Impakter
July 19, 2016

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Tags: Diversity and Inclusion, HR, Leadership

The STEM Club: Are Fewer Women Joining?
Impakter
July 19, 2016

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Tags: Diversity and Inclusion, HR, Leadership

The Mobile Revolution: Reconstructing Familiar Interactions
UX Magazine
May 02, 2016
Mobile device hardware has evolved so now you can carry a device that the power of a mini-PC with you everywhere you go. With it, you can access content and tools on-demand. The smaller nature of these devices should require a very different interaction model and design patterns than tapping, typing on keyboards and swiping, similar to using a PC/Desktop. In some ways, I wonder if have we replicated the PC/Desktop experience on these smaller devices out of familiarity.

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Tags: Customer Experience, Digital Transformation

Process + Brand = Experience
Gearmark
January 15, 2010

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Tags: Customer Experience, Digital Transformation

1 Book
Revenue or Relationships? Win Both: A Customer Experience Primer to Shift Your Perspective of Business
Gearmark
October 19, 2019
To create engaging customer experiences, you need to shift your perspective of business. The basics of business hasn’t changed. You still need a vision, a mission, a brand, an operations and action plan, and a way to measure success. But how you view your customers and inspire them to make decisions has changed with automation. Today, companies and their employees can directly interact with customers, creating a type of community. Add to that the emergence of more people-driven work methodologies, and you can see how successful business relationships are emerging to be as important as transactions in how they impact the bottom line. Business is about people, conversations, solving problems, and customer experiences. Closing a sale requires a successful customer relationship built over many interactions, digital or live. It’s hard to make a useful product without customer input and feedback. To keep a customer returning, you need to earn their trust and respect them during each experience of your brand. Such events can provide your employees the information they need to respect your customers and continue to build a relationship with them. Imagine what we could learn about our customers, our companies, and our customer experiences if we could measure that relationship value and contribution to the business? With automation, this may be possible. Discover the connection between relationships and revenue through customer experiences so your company can succeed in our automated world.

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Tags: AI, Customer Experience, Marketing

2 Coursewares
Emotional Engagement: The Magic Ingredient In Any Customer Experience
Catcat
April 16, 2020

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Tags: Customer Experience, Digital Transformation, Marketing

Dream Big: Customer Experience (CX) Strategies for User Experiences (UX)
Catcat
September 27, 2018

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Tags: Customer Experience, Digital Transformation, Marketing

5 eBooks
Don’t Just Sell to Customers. Include Them.
Gearmark
November 27, 2023
Personas and customer journeys are tools that can help you discover (or rediscover) who your organization’s customers are and how your organization can engage with them to build a sense of belonging. Such tools can help reconnect the organization to its customer communities, bridging the gap between them. In this guide, we’ll review how personas, journeys, goals, outcomes, and metrics can be used to improve your customer’s digital experience, build belonging and community, and ultimately, increase revenue.

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Tags: Customer Experience, Digital Transformation, Marketing

Listening
Gearmark
November 27, 2022
People ask me what I think the most important skill set is for a digital experience designer or strategist, and I always respond with“listening”. In this ebook, I describe my approach to interviews and listening.

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Tags: Customer Experience, Design Thinking, Digital Transformation

Assess for customer purchase journeys
Gearmark
November 27, 2022
What's the best way to use the information gathered during Listening to identify a company's symptoms and problems? This ebook outlines an approach that uses journeys and service blueprints plus some data analysis for interview/qualitative data.

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Tags: Customer Experience, Design Thinking, Digital Transformation

PART 2 Brand: How You Communicate the Experience
Gearmark - Revenue or Relationships Win Both
August 16, 2021
My favorite way to describe branding: It’s not what you do, it’s how you do it.

This workbook will guide you to consider what your brand is and to determine if it is consistent with your understanding of your company. From there, you can decide if you are communicating your company’s brand in the most effective and engaging way.

Questions you'll be able to answer after working on these exercises:
Is your company’s brand communication aligned with its brand values?
Does your company’s customer experiences reflect its culture and values?
How do you want your customers and stakeholders to experience your company?
Is the company’s brand and experience contributing to the bottom line?

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Tags: Business Strategy, Customer Experience, Digital Transformation

PART 1 Vision: What Is the Value You Provide?
Gearmark - Revenue or Relationships Win Both
July 19, 2021
As we all know, a company’s vision defines who the company is, what it does, and where it wants to be in the future. Rather than outline a plan to achieve goals, it outlines the value the company will provide now and in the future to various stakeholders, including customers, the industry, and society. A company’s vision is timeless, rarely changes, and is usually transformative and inspiring.

These workbook exercises will help you:
Evaluate and analyze your mission and vision statement,
Discover how your mission and vision statements do or do not contribute to your company’s culture, and
Determine your long-term direction to change an industry or the world.

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Tags: Business Strategy, Customer Experience, Digital Transformation

1 Founder
Gearmark
Gearmark
February 01, 2005
Partnered with numerous clients to provide strategy, planning, and implementation for various product, marketing, and customer experience/user experience initiatives. Work with B2B and B2C clients in technology, advertising, healthcare, media, travel, financial services, and insurance. Work completed ranged from strategy to UX to metrics analysis to managing roadmaps/story writing to content strategy. Major clients include revshop, HP/HPE, Blue Shield of California, Switchfly, and PsPrint. These were multi-year, multi-project engagements.

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Tags: Customer Experience, Marketing, Sales

1 Media Interview
EYB-Mary Brodie
Youtube
May 27, 2024
About a month ago, Ed Jarecki sent me an email to invite me to be a guest on his podcast. I'm so glad I responded!

Ed hosts a podcast where professionals share how they define success (and how that definition has changed over time), how they overcome challenges, and the impact technical innovations have on businesses. Of course, everyone who attends has a different story and point of view on how they got where they are now. And he has dozens of these interviews on his channel. It's worth checking out.

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Tags: Customer Experience, Digital Transformation, Marketing

5 Speaking Engagements
Listening: Three Shifts You Can Make to Connect and Build Empathy with your Customer
Big Design Dallas
September 21, 2018

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Tags: Customer Experience, Design Thinking

Listening with Empathy to Connect with Customers
CX Talks
May 08, 2018

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Tags: Customer Experience, Design Thinking

6 ways to bridge the distance between UX and Agile Virtual Teams
Big Design 2015
September 19, 2015

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Tags: Culture, Customer Experience, Design Thinking

6 ways to bridge the distance between UX and Agile Virtual Teams
Agilie 2015
August 06, 2015

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Tags: Culture, Customer Experience, Design Thinking

Go from a Nebulous Vision to Iteration One in 3 Steps
Agile 2014
July 31, 2014

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Tags: Customer Experience, Design Thinking, Digital Transformation

29 Videos
Why I choose compassion over empathy. Every time.
Import from youtube.com
September 03, 2021

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Tags: Customer Experience, Marketing

Trust and brand: Target and the Mondawmin Mall in MD
Import from youtube.com
July 07, 2021

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Tags: Customer Experience, Marketing

Trust and authenticity:why it matters for brands and in customer experience
Import from youtube.com
July 06, 2021

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Tags: Customer Experience, Marketing

How people make decisions: The influence of biology on our decision-making capabilities
Import from youtube.com
March 10, 2021

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Tags: Customer Experience, Marketing

Diversity RD: Goal Setting Game
Import from youtube.com
February 10, 2021

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Tags: Customer Experience, Marketing

Loyalty: Customers want to see your company succeed - Part 1
Import from youtube.com
January 19, 2021

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Tags: Customer Experience, Marketing

Loyalty: Customers want to see your company succeed - Part 2
Import from youtube.com
January 19, 2021

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Tags: Customer Experience, Marketing

When the Basic Becomes a Revelation: Creating Content as an Expert
Import from youtube.com
October 06, 2020

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Tags: Customer Experience, Marketing

What happens when you compete on price?
Import from youtube.com
September 21, 2020

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Tags: Customer Experience, Marketing

The Impact of Company Culture on Customer Experiences
Import from youtube.com
September 09, 2020

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Tags: Customer Experience, Marketing

Measuring Brand
Import from youtube.com
August 12, 2020

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Tags: Customer Experience, Marketing

Branding: It’s not what you do, it’s how you do it.
Import from youtube.com
July 22, 2020

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Tags: Customer Experience, Marketing

Brand or Reputation? Identifying and resolving a common company challenge
Import from youtube.com
July 21, 2020

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Tags: Customer Experience, Marketing

Measuring Accountability: Measure the “fuzzy” with content analysis
Import from youtube.com
June 05, 2020

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Tags: Customer Experience, Marketing

short success video
Import from youtube.com
May 05, 2020

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Tags: Customer Experience, Marketing

Beyond Revenue: Measuring Success for Customer Relationships
Import from youtube.com
May 05, 2020

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Tags: Customer Experience, Marketing

Product Experience: Where Customer Expectations Are Met
Import from youtube.com
April 26, 2020

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Tags: Customer Experience, Marketing

Why does relationship building with customers matter?
Import from youtube.com
April 26, 2020

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Tags: Customer Experience, Marketing

Post-Purchase: Where Loyalty and Community is Built
Import from youtube.com
April 26, 2020

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Tags: Customer Experience, Marketing

Purchase: The Key Transaction Step of Any Journey
Import from youtube.com
April 04, 2020

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Tags: Customer Experience, Marketing

Promo #2: Revenue or Relationships? Win Both!
Import from youtube.com
September 25, 2019

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Tags: Customer Experience, Marketing

Daily Tips: Revenue or Relationships - Win Both!
Import from youtube.com
September 24, 2019

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Tags: Customer Experience, Marketing

Revenue or Relationships? Win Both!
Import from youtube.com
September 12, 2019

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Tags: Customer Experience, Marketing

The familiar, the intuitive, and Jef Raskin
Import from youtube.com
June 27, 2019

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Tags: Customer Experience, Marketing

Why I created Emotional Engagement: The Magic of any Customer Experience
Import from youtube.com
June 11, 2019

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Tags: Customer Experience, Marketing

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