Fiserv’s August 2026 Small Business Index reports that sales increased 1.3 percent from a year earlier. Keep reading, though, and the reassuring number becomes less reassuring: average tickets increased 3.0 percent while transactions declined 1.8 percent. More money was being spent across fewer transactions. Those figures do not explain what …more
When it comes to customer experiences, oftentimes small is greater than big. In part 2 of our discussion with Tom Peters, we talk about the small changes that can have a big impact. Ultimately, it all comes down to execution, and the small courtesies that strike the deepest. Tom Peters …more
Renowned author and management expert Tom Peters joins me for a two-part series on customer experience execution, the value of human connections, and the little things that can make a big difference. Today Tom and I talk about corporate amnesia, good (and not so good) customer experiences, and two-cent candy. …more
Weekly inspiration, a galactic celebration, and a familiar story about absurd CX processes. Episode #124: Monday Morning Inspiration, with Neha SaxenaNeha is back, and we have two flavors of inspiration for you today. First, an inspiring story to start the week. Then an inspirational breathing exercise to spur your creativity …more
Episode #121: Managing Through a Crisis, with Neha SaxenaIndia is currently struggling with a serious COVID outbreak. Sprinklr has offices and employees located throughout India, so this issue is hitting us on a very personal level. Today, Neha and I talk about the crisis, explore how leaders can support their …more
Episode #118: Monday Mornings with the Breath YogiWhy do we get off course so easily? And what are some strategies we can use to get back on course? On our regular Monday Breath Yogi segment, Neha Saxena helps us to understand how to control our thoughts, so we can control our actions. …more
Episode #114: How to Manage Your Stress, with Neha SaxenyIt’s Stress Awareness Month, and the Breath Yogi is here to help. Neha highlights strategies to keep stress under control, and then guides us through some breathing and meditation exercises to calm your mind. Episode #115: The Art of the Possible, …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 the Breath YogiIt’s Monday. That means it’s time to slow down and enjoy some breathing exercises with our very own Neha Saxena, the Breath Yogi. And, as a …more
We focus on health, healthcare, and healthcare marketing this week, with plenty of lessons for any marketer. Neha starts us off with a look at workplace burnout, and some tips to manage it. Then it’s a couple of episodes about marketing in healthcare, and what we can learn from healthcare …more
We spanned the globe this week, from India to Australia (with a brief stop in Cincinnati along the way). We started slow (intentionally) on Monday with a guided breathing exercise led by our very own Neha Saxena (aka, the Breath Yogi). Really, the perfect way to start the week. Then …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
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
We pick up this week where we left off last week, as we continue our overview of the Sprinklr Digital Customer-First Transformation …more
We’re all about digital transformation this week (well, digital transformation and PEZ). We start with a two-part digital transformation overview with Paul …more
These are a few of my favorite things — and favorite people. We start with a visit from Carlos Dominguez, move into …more
Let’s just call this time travel week. It starts with a look at what someone from 100+ years ago might think of …more
We start the week with a special, 2-part crossover episode with Marshall Kirkpatrick and the Sprinklr Coffee Club. And wrap things up …more
What are you thankful for this week? I’m thankful (among other things) that I can share these podcast episodes with you. This …more
A lot of focus this week on listening to your customers. Modern channels (listen here if you need a refresher) are perfect …more
A wide-ranging week where we look at everything from how to leverage your employees’ social networks, to buying super cool Space 1999 …more
I don’t often post meme-y Internet-y stuff, but here I go, because: It’s. Just. So. Unbelievable. From this smart post off my …more
What a week! But now it’s time to kick back, put on the headphones, and catch up on your favorite marketing content. …more
In today’s CXM Experience podcast I rather cryptically referenced “shrimp vs. weenies.” No, it’s not a new video game, or a short-lived …more
Too many businesses are operating in 20th century mode. It’s now 2020, and there are a plethora of modern channels you can …more
I had a great conversation with Katie Martell on ExperienceTV about customer care, bots (or, as we like to call them, “doorbells”), …more
