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In this episode of The Speed of Culture podcast, Suzy founder and host Matt Britton speaks with Chris Marino, head of agency at Google Customer Solutions. Marino shares his journey from American Express to Google, diving into the power of mentorship, the impact of AI on marketing, and the importance of personalized consumer engagement.
Marino also sheds light on how Google supports agencies in navigating this transformation, emphasizing the importance of leveraging first-party data, creating authentic connections, and harnessing the power of AI to deliver personalized experiences. His insights offer marketers actionable strategies to enhance consumer engagement and drive measurable ROI in an increasingly digital world.
“Right now is the greatest time ever to be a marketer because it feels like we are at the next evolution of the industry as we know it today,” he says on the podcast. “When I think about AI, a lot of the benefits will be driven through enhanced productivity, automated processes and the ability to deliver on the promise of a modern customer experience.”
With over a decade of experience in marketing, Marino has led digital transformations for top Fortune 100 companies. Before joining Google, he held key roles at American Express and Bloomberg, where he developed extensive expertise in marketing analytics, performance, and customer relationship management. His approach to marketing emphasizes building consumer trust through data-driven personalization and innovative strategies.
Listen to Chris Marino on The Speed of Culture podcast to uncover Google’s innovative approach to empowering agencies and brands.
Key takeaways:
[00:10:10] Building Authentic Connections in a Digital Age — Reflecting on his early days at American Express, Marino underscores the importance of in-person interactions. Being present in the office allowed him to connect authentically, learning firsthand about his colleagues’ needs and finding ways to offer support. He notes that, while today’s hybrid work environment provides flexibility, creating genuine connections requires intentional effort. The impact of these relationships often extends beyond immediate roles, fostering long-term alliances and trust that fuel career growth and collaboration.
[00:14:30] Diversifying Skills for Long-Term Success — Marino’s transition from American Express to Bloomberg exposed him to new challenges in full funnel marketing and technology, shaping him into a more versatile marketer. His approach—embracing roles that push boundaries and expand skill sets—has allowed him to adapt to an ever-evolving industry landscape. This adaptability is crucial, as professionals who diversify their experiences are better equipped to tackle complex challenges, stay relevant, and lead in a fast-paced, competitive environment.
[00:19:32] Leveraging AI to Drive Personalization and Productivity — Marino sees AI as a game-changer, especially in how it empowers marketers to personalize consumer experiences at scale. By accelerating data analysis, AI enables timely, relevant interactions that are increasingly crucial for modern customer engagement. This speed and precision give brands the edge to deliver hyper-personalized experiences that resonate with individual consumers. AI’s transformative power lies in its ability to shift marketing from broad segments to highly targeted, impactful engagements that deepen consumer relationships and enhance loyalty.
[00:23:25] Building a Collaborative, Future-Focused Culture at Google — Marino’s role at Google allows him to work closely with independent media agency CXO’s, helping them navigate the complex media landscape and make informed, impactful decisions. He notes that Google’s collaborative culture and ambitious mission go beyond simply selling ads; the company is dedicated to driving meaningful impact for both businesses and consumers. This approach not only supports agencies in reaching their clients’ goals but also fosters an environment where innovation thrives. By aligning with a larger purpose, Google attracts talent driven to shape the future of marketing and create transformative experiences that resonate on a global scale.
[00:30:17] Using First-Party Data to Build Trust — The value of first-party data is not just in its collection but in its application to create meaningful consumer connections. At Bloomberg, Marino pioneered a registration wall that provided users with tailored content based on their preferences, building trust through relevant, value-driven interactions. This approach demonstrated that when consumers see a clear benefit in sharing their information, they are more likely to engage deeply with the brand. First-party data, when used transparently and thoughtfully, becomes a cornerstone of trust, ultimately differentiating brands in a market where consumer loyalty is hard-won.
