DoubleVerify, a global leader in digital media measurement and analytics, has strengthened its leadership team with a strategic board appointment. On June 2, 2025, Jennifer Storms Chief Marketing Officer of NBCUniversal Television & Streaming joined DV’s board of directors. Storms will also serve on the company’s Nominating & Corporate Governance Committee.

This move underscores DoubleVerify’s focus on growth, particularly in Connected TV (CTV), and its commitment to integrating high-level brand expertise into its strategic oversight.

1. Jennifer Storms: A Proven Media and Sports Marketing Leader

Broad Leadership Experience

• Chief Marketing Officer for NBCUniversal Television & Streaming.

• Leads brand strategy, integrated marketing, and consumer engagement for NBCUniversal content, including Peacock and major sports properties.

• Chairs the NBCUniversal Marketing Council, driving cross-platform initiatives and subscriber growth.

Prior Roles and Achievements

• Former CMO of Entertainment and Sports at NBCUniversal.

• Held senior roles at PepsiCo, Gatorade, and Turner Sports.

• Recognized as an industry leader with:

  • Adweek’s Most Powerful Women in Sports.

  • “Forty Under 40” Hall of Fame by SportsBusiness Journal.

Takeaway: Storms’ 25+ years of experience make her uniquely equipped to advise DoubleVerify during a period of accelerated platform expansion and innovation.

2. Strategic Relevance of the Appointment for DoubleVerify

Focus on CTV and Brand Safety

• DoubleVerify is rapidly expanding its capabilities in the CTV space, where transparency, quality, and responsible marketing are essential.

• Storms brings a “customer-first” perspective to support this evolution and further DV’s engagement with global advertisers.

CEO’s Perspective

• Mark Zagorski, CEO of DoubleVerify, emphasized Storms’ expertise:

“She brings a wealth of experience at the intersection of media, marketing, and sports... Her deep brand leadership expertise will be invaluable.”

Takeaway: The appointment reflects DV’s vision to combine robust technology with practical marketing acumen to serve advertisers better.

3. The Broader Industry Context: Marketing in a Fragmented Media Landscape

Why This Matters Now

• As the CTV ecosystem grows, measurement, verification, and brand suitability are increasingly top-of-mind for marketers.

• Brands face challenges in connecting authentically with fragmented audiences across digital platforms.

Storms’ Role in Addressing These Challenges

• Her background in managing large-scale entertainment and sports marketing ecosystems will help DoubleVerify stay ahead in a competitive landscape.

• As Storms notes:

“Marketers strive to connect with audiences in more meaningful and responsible ways... DV’s commitment to transparency and innovation has never been more important.”

Takeaway: DV’s board refresh is a strategic response to the demands of modern marketing—placing a premium on transparency, audience engagement, and cross-channel consistency.

A Timely Appointment for Future-Ready Governance

Jennifer Storms’ addition to DoubleVerify’s board of directors is more than a symbolic nod to industry leadership—it is a strategic decision to infuse the company’s governance with hands-on, high-impact marketing experience. Her expertise will be essential as DV scales its digital measurement platform to meet the growing demands of CTV, global advertisers, and evolving consumer expectations.

With this appointment, DoubleVerify continues to assert itself not only as a tech innovator but as a brand-aligned partner to marketers seeking quality, transparency, and relevance in every digital interaction.

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Higher Logic, a top provider of engagement software for associations and organizations, has announced Nicole Saunders as its new leader for customer experience strategy. With a strong background in community and customer marketing, Saunders will help redefine how organizations leverage community to strengthen customer relationships, boost engagement, and drive meaningful outcomes.

1. About Nicole Saunders: A Proven CX and Community Strategist

• Brings over 15 years of experience from companies like Zendesk and Coupa.

• Known for building award-winning customer marketing and community programs.

• Industry thought leader, speaker, consultant, and co-host of the CX Nexus podcast.

• Recognized for her ability to balance strategic vision with real-world execution.

“Nicole has spent her career helping companies turn customer relationships into long-term growth,” said Rob Wenger, CEO and co-founder of Higher Logic.

2. Driving a New Era of Community-Led Growth

In her new role, Saunders will:

• Shape Higher Logic’s community-first customer experience strategy.

• Guide clients on building engagement programs that scale and deliver measurable ROI.

• Collaborate across internal teams to align product, marketing, and support through a CX lens.

• Help clients develop systems that turn community engagement into long-term advocacy and retention.

Her appointment signals Higher Logic’s commitment to community as a critical growth driver, not just a support tool.

3. External Leadership and Industry Influence

Beyond her internal responsibilities, Saunders will:

• Represent Higher Logic in key industry events, thought leadership pieces, and strategic partnerships.

• Promote best practices in community marketing and customer engagement.

• Drive awareness of community’s impact on loyalty, advocacy, and retention.

“Higher Logic is in a unique position to support both strategy and execution,” Saunders said. “I’m looking forward to helping more teams grow with confidence.”

4. Upcoming Webinar: Advocacy in Action

To kick off her tenure, Saunders will host a webinar titled:
“Building Advocacy Pathways in Your Community”
June 5 at 2 p.m. ET

Topics will include:

• Aligning community initiatives with customer advocacy goals.

• Building frameworks for advocacy that scale with growth.

• Real-world examples of community-led business impact.

Nicole Saunders’ appointment marks a strategic leap for Higher Logic, reinforcing its vision of community as the backbone of modern customer experience. With Saunders at the helm, the company is poised to help more organizations connect authentically with customers, deepen engagement, and drive measurable success through strategic community-led programs.

As the role of customer experience continues to evolve, Saunders’ leadership positions Higher Logic at the forefront of the movement—where customer relationships are nurtured, not managed.

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Twilio has released its sixth annual State of Customer Engagement Report, highlighting the evolution of AI-powered customer experiences across industries. Based on insights from over 7,600 consumers and 600+ business leaders across 18 countries, the report reveals a critical truth: AI is generating measurable ROI—but without trust, context, and relevance, its full value remains untapped.

In today’s financially cautious environment, where brands are under pressure to maximize every customer interaction, companies must align technology, transparency, and empathy to build lasting engagement.

1. AI Delivers Revenue—but Not Consumer Confidence

Adoption Is Strong, Returns Are Promising

• 96% of companies report AI is improving customer-facing functions like marketing, support, and personalization.

• 75% of brands see increased customer spend from personalization powered by AI.

But Customers Remain Skeptical

• Only 45% of consumers feel understood by brands—a slight dip from 46% in 2024.

• 61% of customers don’t believe brands use their data in their best interest.

• 55% are fatigued by the constant messaging around AI.

Takeaway: Revenue growth doesn’t equal relationship growth. The emotional disconnect between brands and consumers could threaten long-term gains.

2. Real-Time Engagement Is the New Differentiator

The Opportunity

• 88% of consumers are more likely to purchase when engagement is real-time and personalized.

• 71% abandon purchases when interactions feel generic or irrelevant.

The Reality

• Only 44% of businesses say they’re delivering real-time personalization today.

Takeaway: Timely, context-aware engagement is essential. Brands must move beyond static personalization and into adaptive, moment-driven customer experiences.

3. Trust Remains Fragile—Yet Fundamental

Consumers Want Transparency

• 90% of consumers trust at least some brands with their data—but only 15% fully trust them.

• 84% desire control over their personalization settings.

• 54% want clarity on when they’re engaging with AI rather than a human.

Perceived Misuse Breeds Caution

• The majority of consumers are wary of how brands use AI, emphasizing the need for ethical, transparent practices.

Takeaway: Without trust, personalization can backfire. Respecting boundaries and offering transparency is no longer optional—it’s strategic.

4. Forward-Thinking Investments Will Define the Leaders

Smart Businesses Are Customizing Experiences

• 96% of brands are moving away from off-the-shelf CX tools to build tailored solutions focused on:

  • Better data collection and usage

  • Automated workflows

  • Transparent personalization

2025 Trends: Richer Channels on the Rise

• 75% of companies plan to adopt RCS (Rich Communication Services) for enhanced customer conversations in 2025.

Takeaway: Customization, AI enablement, and rich communication tools will separate the CX leaders from laggards in the coming years.

Personalized CX Must Evolve From a Feature to a Trust-Based Strategy

Twilio’s 2025 report underscores a critical paradox: AI can deliver short-term returns, but without consumer trust and relevance, its long-term effectiveness is at risk. The brands that will thrive are those that blend technology with transparency, timing, and empathy.

As AI becomes ubiquitous in CX strategy, companies must shift their focus from automation for efficiency to personalization for meaningful connection. Trust, real-time relevance, and customer empowerment will define the next generation of customer engagement.

Final Insight: In an era where loyalty is fleeting and expectations are high, only brands that prioritize both technological sophistication and emotional intelligence will succeed.

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HeyGen, the AI video generator trusted by over 15 million users globally, has launched AI Studio, an advanced video editing platform that empowers creators and businesses to produce high-quality videos with minimal effort. This innovation is centered around usability, creative control, and elevating the quality of A-roll content ensuring audiences connect deeply with the message, not the medium.

Innovations in HeyGen AI Studio

1. The Foundation: High-Quality A-Roll Footage

• Focuses on realism in avatars — lifelike facial expressions, accurate voice tones, and polished gestures.

• Delivers production-quality video footage without requiring a physical studio setup.

• Helps creators cross the "invisible quality threshold" where the tech disappears and the message stands out.

2. An AI-Native, Intuitive Editing Experience

• Moves beyond traditional editing timelines and keyframes.

• Built for modern creators — designed to eliminate learning curves.

• Enables seamless editing with a focus on clarity, flexibility, and speed.

Standout Features of AI Studio

Voice Director Mode

• Direct your avatar’s performance with natural language prompts.

• Adjust tone, pacing, emotion, and emphasis like a real-life director.

Voice Mirroring (Speech-to-Speech)

• Upload your own voice clip and have the avatar replicate it with personality and precision.

• Captures natural cadence and emotion for authentic delivery.

Gesture Control

• Sync gestures to specific words or phrases for engaging, expressive avatars.

• Use existing video footage to enhance realism with deliberate motion.

Real-Time Collaboration Tools

• Comment, tag, and co-edit within the same project workspace.

• Access realistic previews, improved proofreading, and professionally designed templates.

• Make revisions quickly and efficiently with enhanced team collaboration features.

Coming Soon: Next-Gen Editing Capabilities

Camera Control

• Direct virtual camera movements for more dynamic scenes without any physical equipment.

Premium Motion Elements

• Add visually rich motion graphics and animations, customizable to your brand or message.

Magic Apply B-Roll

• Integrate contextually relevant B-roll automatically, aligned with your script and tone.

Generative Visual Elements

• Use AI to generate custom visual components tailored to your video’s theme.

Prompt-Based B-Roll Editing

• Describe the visual outcome you desire; the AI edits accordingly to fit the narrative.

HeyGen’s AI Studio redefines video production for the digital age — offering full creative control, realism, and ease of use. From high-quality A-roll to intuitive collaboration and upcoming generative editing features, HeyGen is transforming how creators and businesses craft impactful visual stories.

By integrating AI-driven tools with intuitive interfaces, AI Studio becomes more than just software — it’s a creative partner, giving users the power to connect with audiences meaningfully and authentically.

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Blain’s Farm & Fleet, the Modern General Store trusted by generations of Midwestern shoppers, has been honored with multiple national awards recognizing excellence in customer loyalty, marketing innovation, and data-driven personalization.

At the 2025 Loyalty360 Expo, Blain’s received top recognition across four major categories, including:

• Best in Class – Customer Centric Brand

• Best in Class – Loyalty Program Design

• Platinum – Co-Brand/Private Label Credit Card Offerings

• Silver – Offer, Incentive, and Reward Design

These awards spotlight the strategic evolution of the Blain’s Rewards program, powered by SessionM, a Mastercard company, and its ability to deliver seamless, omnichannel experiences for loyal customers.

“We’re incredibly honored by these awards because they reflect our team’s focus on creating truly personal, valuable experiences for our neighbors,” said Aly Blawat, Senior Director of Customer Strategy. “These recognitions validate that we’re listening to our customers and building programs that make a difference in their everyday lives.”

Participation in the Blain’s Rewards program grew 15% year-over-year in online channels, demonstrating its impact in building lasting digital engagement.

Award-Winning Email Marketing at Optimove Connect

Blain’s was also awarded the prestigious 2025 Heptagon Award for Best Email Campaign at Optimove Connect for its inventive “Puppy Stream” campaign—an empathetic, 10-touchpoint email journey tailored for new puppy owners. The series combined personalized content, timely tips, and curated product suggestions to guide customers through the joys and challenges of puppy parenting.

A Consistent Leader in Customer Experience

These newest accolades build on an impressive track record for Blain’s Farm & Fleet, which has received multiple national recognitions over the past year, including:

• USA Today – America’s Top Retailers & Customer Service Champions (2024)

• Newsweek – Best Online Shops (Fourth consecutive year – 2024)

• Forbes – America’s Best Large Employers (Seventh consecutive year – 2024)

Blain’s Farm & Fleet

Founded in 1955, Blain’s Farm & Fleet operates 45 locations across Illinois, Iowa, Wisconsin, and Michigan, offering a wide selection of automotive, pet, home, farm, and outdoor products. A trusted Modern General Store, Blain’s is dedicated to combining value, quality, and service for every customer.

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Gartner, Inc., a leading provider of research and advisory services, today unveiled new data showing that 53% of customers report negative experiences with personalized marketing, despite its perceived value by marketers. The findings were presented at the Gartner Marketing Symposium/Xpo, held this week in Denver.

The global survey of 1,464 B2B buyers and consumers across North America, the U.K., Australia, and New Zealand found that while personalization can increase willingness to pay a premium (1.8x), it also doubles the likelihood of customers feeling overwhelmed and 2.8x more likely to feel time pressure, particularly during key task-switching moments in their buying journey.

“Personalization has commercial value, but it often misfires,” said Audrey Brosnan, Senior Director Analyst in the Gartner Marketing Practice. “More than half of customers feel rushed or inundated at least once in their purchase journey due to traditional personalization tactics. When buyers shift from researching to deciding, passive recommendations can appear irrelevant or even intrusive.”

The Rise of Active Personalization: From Next Best Action to Next Best Confidence

Gartner’s research introduces a pivotal solution: course-changing or active personalization, which increases confident purchase decisions by 2.3x and significantly boosts marketing ROI.

Active personalization is defined by interactive, customer-led experiences—such as quizzes, guided flows, and co-created content—that help customers navigate the emotional and cognitive complexities of decision-making.

Rather than rely on "next best action" automation, which often adds pressure during critical transitions, active personalization provides:

• Reflective tools to help customers clarify their goals

• Real-time interaction that builds confidence

• Greater transparency, reducing the “creepiness” factor of passive data use

Findings from the Gartner Survey:

• 53% of customers had negative experiences due to personalization

• Customers were 3.2x more likely to regret their purchase and 44% less likely to repurchase

• Personalized experiences doubled the chances of customers feeling overwhelmed

• Active personalization boosted confident decisions by 2.3x

A Strategic Imperative for CMOs

“CMOs must evolve personalization from passive targeting to active engagement,” said Brosnan. “This means helping customers at their most vulnerable decision points—not just pushing products, but offering clarity, control, and co-creation.”

To capitalize on this shift, Gartner recommends the following actions:

1. Counter Journey Pitfalls: Identify where task-switching happens and avoid interrupting these moments with passive personalization.

2. Catalyze Emotional Change: Use tools like gamified assessments, quizzes, and interactive content that allow customers to self-reflect and reveal personal goals.

3. Enable Customer Co-Creation: Transition from inferred to zero-party data by actively involving customers in shaping their personalized journeys.

“Active personalization is the future flywheel of customer engagement,” Brosnan added. “It’s not just about better targeting—it’s about building a growth loop of trust, insight, and loyalty that compounds over time.”

Gartner

Gartner, Inc. is a global research and advisory company providing actionable insights and tools for leaders across IT, marketing, finance, HR, and more. With a presence in over 100 countries, Gartner helps clients make faster, smarter decisions.

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NielsenIQ (NIQ), a global leader in consumer intelligence, and Sephora, the world’s leading prestige beauty omnichannel retailer, have entered into a strategic collaboration aimed at delivering unprecedented insights into the evolving beauty retail landscape in North America.

This data-sharing agreement marks a significant milestone in the way beauty retail is measured, offering enhanced point-of-sale visibility into Sephora’s expansive omnichannel footprint. The partnership broadens NIQ’s beauty market coverage while empowering Sephora with industry-leading analytics as a designated Recommended Insights Partner.

"At Sephora, our beauty community is the heart of our business," said Ryan Oto, Vice President, Business Intelligence & Analytics at Sephora. "This partnership with NielsenIQ is a strategic leap forward in how we listen to our beauty consumers, elevate insights across every touchpoint, and deliver on the future of beauty retail.”

Deeper Insights Through Omnishopper & Digital Purchases

The collaboration also leverages NIQ’s Expanded Omnishopper and Digital Purchases solutions, launched in January 2025, which include the world’s largest consumer panel of over 250,000 highly engaged participants. This provides Sephora with granular insights into shopping behaviors across both physical and digital channels, encompassing mass, drug, specialty, e-commerce, and social commerce.

Through this partnership, Sephora can now:

• Track omnichannel buying patterns with greater accuracy

• Enhance personalization and merchandising strategies

• Strengthen its competitive edge through advanced analytics

• Elevate strategic planning and inventory management across channels

"Beauty is one of the most dynamic and culturally relevant categories in retail today," said Elizabeth Buchanan, President of North America at NielsenIQ. "By combining Sephora’s industry leadership with NIQ’s unmatched measurement capabilities, we’re bringing new precision and visibility to the brands shaping the future of beauty."

NielsenIQ (NIQ)

NielsenIQ is the world's leading consumer intelligence company, delivering the most complete and trusted view of consumer behavior globally. Powered by a robust data platform and analytical capabilities, NIQ fuels smarter decisions and strategic growth across industries.

Sephora

Sephora is a global beauty powerhouse, offering a diverse portfolio of prestige products and a best-in-class customer experience across its robust omnichannel platform. As an innovation leader, Sephora continues to redefine beauty retail for millions of customers worldwide.

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Scientific American, the oldest continuously published magazine in the United States, has named David M. Ewalt as its new Editor-in-Chief, effective June 2. In this role, Ewalt will lead editorial strategy across the publication’s print magazine, digital platform (scientificamerican.com), and other branded products. He will be based in New York and report to Kimberly Lau, President of Scientific American and Vice President, Consumer Media at Springer Nature.

Ewalt is a respected journalist and author with a track record of revitalizing major media brands. A champion of evidence-based reporting, he brings deep experience from prior leadership roles at Gizmodo, Reuters, The Wall Street Journal, Forbes, and as author of the widely praised Of Dice and Men, a cultural history of Dungeons & Dragons. Ewalt’s editorial vision bridges legacy publishing and digital-native storytelling, making him uniquely suited to lead Scientific American in this pivotal moment for science communication.

“From its inception, Scientific American has championed the belief that scientific discovery and technological advancement are foundational to societal progress,” said Kimberly Lau. “David’s clear editorial direction, unwavering commitment to data-driven journalism, and passion for science make him the ideal leader to advance our mission—and to meet today’s moment with rigor, clarity, and curiosity.”

A Vision for Science in the 21st Century

“This is a pivotal moment for science,” said David M. Ewalt. “Issues like climate change, AI, and global health are fundamentally scientific—and require accurate, accessible reporting. Scientific American has earned trust over nearly 200 years by making complex topics understandable and relevant. I’m honored to lead its next chapter.”

Ewalt joins at a time when public demand for trustworthy science journalism is more critical than ever. With new developments emerging daily—from generative AI to gene editing—Scientific American continues to serve as a vital resource for scientists, policymakers, and curious minds worldwide.

Scientific American

Founded in 1845, Scientific American reaches more than 3.5 million monthly readers and publishes eight local-language editions around the world. Its mission is to inform public debate, elevate scientific understanding, and empower evidence-based decision-making through world-class reporting on science, health, and technology.

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