Copernican Shift
“Digital-led experiences will continue to grow in popularity once the coronavirus is quelled, and companies that act quickly…to help consumers navigate the pandemic safely and effectively will establish a strong advantage.” McKinsey . The coronavirus has disrupted pretty much every facet of our society, including customer care. If you’ve tried …more
Customer experience is the new brand, and in a world where everything is moving online, customer experience has become strategically critical for …more
I’m thrilled to be participating in an upcoming panel discussion presented by Dubai Internet City. Join me and panelists from LinkedIn and …more
Our communication and engagement preferences have rapidly changed over the past decade. The growth of WhatsApp, Twitter, Facebook, LinkedIn, and other social …more
“It’s such a groovy place to talk and maybe watch a show, down at the drive-in” The Beach Boys, 1964 Any boomer …more
It’s difficult to believe, but in the recent past consumers relied, to an inordinate degree, on brand advertising for advice prior to …more
When I moved to Seattle in 2006 to work at Microsoft Research, I was a stranger in a strange land. I knew …more
If you’re the rare marketing professional, watching your IT budget grow, struggling to find ways to spend it all, congratulations. You can …more
When I was leading the PR agency team for the ASPCA following Hurricane Katrina, we had a communications challenge. Most Americans saw …more
At the risk of stating the obvious, we’re in the midst of a significant crisis. It’s not the first crisis the world …more
Maybe you never realized it existed in the first place, but I’m happy to report that the NASA worm logo is back …more
Before joining Sprinklr as CXMO, I was a customer. And eight years ago, as US CMO at Microsoft when I was reviewing …more
I’ve never made a secret of the fact that I’m a huge Mary Meeker fanboy. You should be too. Her insight and …more
Bill Gates once said that “we always overestimate the change that will occur in the next two years and underestimate the change …more
I’ve written about customer care before. It’s a subject I’m quite passionate about — so passionate that I’ve worked with Dave Konrath …more
The New Choluteca Bridge in Honduras was built to last. Completed in 1998, the designers of the bridge wanted to make sure …more
Tom Fishburne is the king of marketing humor. And while that’s a bit like being the richest person in Monopoly, it’s still …more
I’ve recently been hearing and reading a lot about “the new normal,” or “the next normal.” Even as we’re struggling to adapt …more
First things first. It’s not really social distancing. During the forced separations that nearly 90% of us are currently experiencing, the last …more
The customer experience (CX) has never been more important. To underscore that rather obvious statement, I’m going to point you to a …more
It’s been a tough few weeks. We’re all going a little stir crazy. As we collectively shelter in place it seemed fitting …more
Show of hands. Who loves Seattle? Who loves explainer videos? I answered “yes” to both these questions, which puts this recent video …more
Business leaders must begin to plan how the coronavirus will permanently impact their organizations in the future.
As SARS-CoV-2 continues its rampage across the globe, businesses are hurting. Global markets have taken a hit. The U.S unemployment rate jumped …more
Five short weeks ago I was barely thinking about coronavirus. I’ve always been a diligent hand washer, but social distancing, personal protection …more
Full confession: I’ve been binge reading information surrounding the coronavirus and COVID-19. And while I’ve learned a lot, I’m now realizing that …more
The importance of clear and concise communication cannot be overstated. In today’s frantically connected society we’re already at risk of misinformation. During …more
In my blog post from March 18 I promised to follow up with additional posts about how Sprinklr customers have embraced modern …more
I’m a voracious learner. Throughout my career I’ve consistently preached the maxim that we must always be learning. This applies even in …more
Profound words from poet, Lynn Ungar. Worthy of reflection as we all slow down and reevaluate our life priorities. Thank you, Lynn.