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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 BrodiePoints
Academic0
Author167
Influencer48
Speaker15
Entrepreneur20
Total250

Points based upon Thinkers360 patent-pending algorithm.

Thought Leader Profile

Portfolio Mix

Company Information

Company Type: Company

Areas of Expertise

Agile
AI 32.20
Big Data
Cloud
CRM
Culture 30.41
Customer Experience 41.44
Design Thinking 31.54
Digital Disruption
Digital Transformation 30.48
Emerging Technology 30.06
Future of Work
Innovation
IoT
Leadership 30.31
Lean Startup
Marketing 46.55
Mobility
Open Innovation
Social
Startups
COVID19 30.58
Sales 34.43
Sustainability 30.17
HR 30.27
Diversity and Inclusion 32.69

Industry Experience

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

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Publications

14 Article/Blogs
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

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

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

Welcome to the Emotional Engagement Masterclass Intro Page!
Import from youtube.com
June 11, 2019

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Tags: Customer Experience, Marketing

Clip: Emotions and Feelings in Decision Making from the Webinar about Emotional Engagement
Import from youtube.com
November 27, 2018

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Tags: Customer Experience, Marketing

Clip: Value and Worth from the Webinar about Emotional Enagement
Import from youtube.com
November 27, 2018

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Tags: Customer Experience, Marketing

How to create unforgettable experiences - Take 2!
Import from youtube.com
December 14, 2016

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Tags: Customer Experience, Marketing

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