Customer experience is the new brand, and in a world where everything is moving online, customer experience has become strategically critical for all organizations, large and small. Welcome to the CXM Experience, a new podcast series where I’ll be featuring tips, insights, and strategies to help you delight your customers …more
According to Forrester, the number of brands rated “Excellent” four years in a row on their Customer Experience Index is exactly: zero. Zero! Nada, zip, nil, zilch. This… is not good. We all recognize the value of the customer experience. So why aren’t any of us excelling? What’s holding us …more
When we think about digital transformation, we tend to immediately jump to discussions about technology, processes, and systems. Which makes sense. Those areas are ripe for disruption and potential milestones on the path to digital transformation. But too often we neglect the single most important piece of digital transformation. We …more
It’s been a rough year for organizations, large and small. During the past few months we’ve watched many companies struggle, and others rise to the challenge. Canlis restaurant in Seattle exemplifies the latter. A Seattle institution since 1950, every morsel of their reputation is well deserved (and my love for …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 November) and a National Postcard Week (first week of May). So why not customer service? After all, not everyone eats split pea soup. And postcards are cool, but …more
The last few months have been instructive for every organization. Digital transformation — and focusing on delivering great customer experiences — have become paramount. But what does that really mean? What do you need to do to become truly customer-centric? And what changes can you make to transform your business? …more
For years, “digital transformation” has been on the priority list of every major company. And every year, little progress has been made. In fact, in 2019 Gartner found that only 23% of companies were even half way to their digital transformation goals. That was then, this is now. The challenges …more
There’s no business like show business, like no business I know.Irving Berlin There may be no business like show business but, sadly, there’s currently no show business either (sorry, Mr. Berlin). For theatre junkies (like me) this is particularly troubling. How do we get our regular entertainment fix with Broadway …more
Dining out is about more than the food. It’s the experience. That’s why the best restaurants in the world are known for their impeccable service and inviting ambiance (and it’s why Big Ed’s Bottomless Buffet is known only for its complimentary after-dinner heartburn tablets). As part of that experience, technology …more
Every social media brand owner has heard the terms social monitoring and social listening. At first glance you may think it’s two ways of saying the same thing. Like “to-may-to” / “to-mah-to,” or “po-tay-to” / “po-tah-toh.” Well, George Gershwin was right; the two will never be one. Social monitoring and …more
Who doesn’t want to be modern? After all, we’re driving Teslas, not Tuckers. We’re eating avocado toast, not Jello and tuna salads. …more
There’s never been a better time to be a marketer. We’re literally going through a renaissance (definition: revival in the world of …more
“Digital-led experiences will continue to grow in popularity once the coronavirus is quelled, and companies that act quickly…to help consumers navigate the …more
Customer experience is the new brand, and in a world where everything is moving online, customer experience has become strategically critical for …more
Want to learn more about the power of social media? Join me and panelists from LinkedIn and TikTok as we debate the …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 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
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
The customer experience (CX) has never been more important. To underscore that rather obvious statement, I’m going to point you to a …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
The standard pitch for a buddy movie goes something like this: two mismatched protagonists come together to create a unique bond. Think …more
In December, 1978, Gourmet magazine published the heart-warming tale of Bud and Jean Ince. It’s a beautiful story but, sadly, online versions …more
Tell me if this has ever happened to you: you’re out with friends and you comment on your work situation. No, let’s …more
Our Annual Sales Kick-off (ASKO) for Sprinklr is next week, and I couldn’t be more excited. Last year I got to roll …more
“Good things come to those who wait,” said nobody while sitting on hold for 45 minutes randomly shouting “representative” at their phone …more
A little over a year ago I said “bye-bye” to both Microsoft and Seattle (previously) and started a new adventure at Sprinklr. …more
“Mr Jobs, you’re a bright and influential man … and it’s sad and clear on several accounts that you don’t know what …more
