Copernican Shift
I know people don’t want to hear this, but we’re measuring the wrong thing. We’ve built entire revenue organizations around measuring the performance of our tools instead of understanding the journey of the customer. We can tell you open rates, reply rates, stage velocity, pipeline coverage, renewal cohorts, expansion ARR, …more
TL;DR: Why the modern web is structurally unreadable to machines—and what that means for the future of accessibility. As software shifts from …more
TL;DR (Executive Summary) Marketing is selling, at scale. If it is not driving adoption, revenue, or durable belief, it is not …more
THE MORE THINGS CHANGE, THE MORE THEY STAY THE SAME Every few years I like to roll out this little bit on …more
Seismic, Not Incremental — Why Microsoft’s AI Reorg Matters & What Comes Next By Grad Conn, for the Copernican Shift community In …more
Predictability isn’t the enemy of engagement; poor structure is. Repetition isn’t laziness; it’s ritual. People talk a lot about storytelling in marketing. …more
We’ve all heard them. Those iconic sounds that tell us our computer is starting, or you’re about to start bingeing Netflix. They’re …more
Charles Wilson Conn (July 27, 1938 – April 29, 2022, aged 83) 4pm ET, Friday May 6, 2022 — my Dad died …more
The challenge with marketing is that we all think we know our products and services better than anyone. But do we? In …more
That’s right. We’re now The Copernican Shift podcast (formerly the Unified-CXM Experience). And although we’ve changed the name, we haven’t changed the …more
I’m too often surprised by the number of marketers who neglect to further their training once they land a job. Other professionals …more
When it comes to customer experiences, oftentimes small is greater than big. In part 2 of our discussion with Tom Peters, we …more
Renowned author and management expert Tom Peters joins me for a two-part series on customer experience execution, the value of human connections, …more
Weekly inspiration, a galactic celebration, and a familiar story about absurd CX processes. Episode #124: Monday Morning Inspiration, with Neha SaxenaNeha is …more
Episode #121: Managing Through a Crisis, with Neha SaxenaIndia is currently struggling with a serious COVID outbreak. Sprinklr has offices and employees …more
Episode #118: Monday Mornings with the Breath YogiWhy do we get off course so easily? And what are some strategies we can …more
Episode #114: How to Manage Your Stress, with Neha SaxenyIt’s Stress Awareness Month, and the Breath Yogi is here to help. Neha …more
Breathing, communication, category design, and visionaries. It’s a star-studded guest extravaganza this week on the CXM Experience. Episode #110: Monday Mornings with …more
We focus on health, healthcare, and healthcare marketing this week, with plenty of lessons for any marketer. Neha starts us off with …more
We spanned the globe this week, from India to Australia (with a brief stop in Cincinnati along the way). We started slow …more
Every breath you take. We started the week with three episodes with Neha Saxena, also known as The Breath Yogi. Neha shared …more
Monday was International Women’s Day, and we celebrated in style with a two-part interview with Sepi Saidi, founder and CEO at SEPI, …more
If you’ve been listening to The CXM Experience podcasts, you’ll remember my recent episode about QAnon, and my bold prediction that Donald …more
The beauty of the customer experience journey is that examples can be found almost anywhere. This week started with virtual conferences, moved …more
It’s “Mass 1:1 Marketing Week” on the CXM Experience. Four straight days where we explore this unique convergence of mass reach, with …more
It’s recipe week on the CXM Experience. Well, not really. But for some reason our exploration of customer experiences did take a …more
We start with a fascinating discussion with Mitchell Osak about the emerging cannabis industry and how they’re building a new brand category …more
This week, we finish off our 9-part series on the Digital Customer-First Transformation System. Then it’s a quick look at the power …more
This week kicked off with Diane Adams, one of my favorite people and an expert at creating amazing employee experiences. Then, a …more
We pick up this week where we left off last week, as we continue our overview of the Sprinklr Digital Customer-First Transformation …more