Every company eventually discovers that the work it depends on is not as neatly arranged as the org chart suggests. The work lives in handoffs: from one system to another, from one team to another, from a signal to a decision, from a decision to an action, from an action …more
How a retail lesson from Walmart, Kmart, and UPC codes helps explain the coming fight over agentic commerce infrastructure. One of the most useful stories in Sangeet Paul Choudary’s Reshuffle is not about AI. It is about the barcode. Choudary’s line is wonderfully sharp: Kmart treated the barcode as …more
Why The Next Analyst Category Will Be Built On Trust, Not PDFs Analyst firms are being mispriced by the market because they are being misdefined by the market. LLMs are better synthesizers of information than humans. They are faster, cheaper, and dramatically less interested in sleep. If the analyst business …more
We kick things off with energy — specifically energy companies, and how they’re using social media and other modern channels to gather information and manage communication during power-disrupting storms. Then we grab our (virtual) VR headsets and make our first foray into the metaverse. We’ll cut through the hype and …more
B2B buyers are overwhelmed. According to Gartner, 77% of B2B buyers said their latest purchase was complex or difficult. And, sadly, we’re not doing enough to make the process easier. B2B marketing strategist Ardath Albee joins me with insights on what we can do to improve the buying process, close …more
We’re back with our continuing Modern Marketing Plan series. Today it’s all about analyst relations, a critical, yet often overlooked, part of your marketing plan. Drew Tambling, director of analyst and influencer relations at Sprinklr, steps through why it’s so important, how to get started, and explains why you should …more
Ever wonder what’s going through the mind of a CMO? The issues they’re thinking about, and the problems keeping them up at night? Resident expert Marshall Kirkpatrick wondered too. So he fired up a few of his research tools (including Sprinklr, of course) and spent some time scouring the Internet …more
In part 2 of my conversation with influencer relations expert, Marshall Kirkpatrick, we answer the pivotal question, “why do I even need an influencer marketing program?” Then we move on to the third — and most important — stage of building your influencer relations program: collaboration. Finally, it’s a brief …more
Authentic, genuine relationships between brands and influencers can benefit everyone involved. The brand learns about the market, and the market learns about the brand. Win, win. In today’s episode I talk with influencer relations expert Marshall Kirkpatrick about the three stages of building an influencer relations program. Marshall Kirkpatrick is …more
We’re well into the 20th century, so why are so many marketers stuck in an outdated broadcast marketing mentality? Today we kick off a multi-part series where we’ll look at the marketing plan of the future (well, the present, really), and why you need to shift your thinking from a …more
A recent Forrester study found that 82% of firms said CX is a top priority, but only 46% feel they’re getting a …more
I’ve said this before (and I’ll probably say it again), but there has never been a better time to be a marketer. …more
Customer communication preferences have changed. And the pace of change has only accelerated during the past year. In this CX Network Live …more
A recent Forester study found that 82% of decision makers say that CX is a top priority. But that same study found …more
You can be the smartest person out there. But if you don’t have stakeholder management skills, it’s going to be tough for …more
Brands, products, or companies that define a new category — and become the design standard for that category —derive most of the …more
Success in CXM requires people, process, and technology. You need people who embrace a customer-first mindset, and a culture that encourages it. …more
How do you get prospects to engage with you— before they engage with you? If you’re relying solely on email or content …more
Our penultimate Digital Customer-First Transformation System episode. Today we explore the Operations Model. It’s a nuts and bolts deep dive into the …more
Change is hard. Which is why one of the biggest challenges in digital transformation is getting the various teams working together toward …more
What’s the difference between customer experience management (CXM), and customer feedback management (CFM), and why should you care? In this special flashback …more
No C-level executive wants their company to provide a bad customer experience. Ask any one of them and they’ll say they put …more
As we’ve moved from the static web to the conversation web, customer expectations have changed. Dramatically. The best way to understand modern …more
In part 1 of this special crossover edition, I join Marshall Kirkpatrick on the Sprinklr Coffee Club videocast where we look at …more
Every winter, the Rockefeller Center in New York displays a beautiful, stately, lush Christmas tree. Or do they? This year’s tree borders …more
If you want to understand your customers, you need to understand their intentions. Modern channels can help. But how do you possibly …more
According to Forrester, the number of brands rated “Excellent” four years in a row on their Customer Experience Index is exactly: zero. …more
That’s right. A full week to celebrate customer service. And, why not? There’s a National Split Pea Soup Week (second week of …more
Customer experience is the new brand, and in a world where everything is moving online, customer experience has become strategically critical for …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
