Today we continue working our way through the capabilities model section of the Digital Customer-First Transformation System. Now that you understand outcomes and experiences, and have begun to explore some strategic use cases, it’s time to get the right people, processes, and technology in place. Click here to view the …more
A deeper dive into the strategic use cases that can help you determine where to start on your digital transformation journey. It’s all about listening, assessing, planning, integrating, activating, analyzing, targeting, and governing. Think of it as a roadmap to happier customers, and a way to capture more value from …more
Part 3 of our deep dive into the Digital Customer-First Transformation System. Yesterday we looked at the “why” of digital transformation. Today we explore the “what.” It’s all about mapping the desired company outcomes to desired customer experiences in a way that’s human and real, creating experiences that show your …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 Herman, VP of product marketing at Sprinklr. Then a quick side quest through the history of PEZ candy, and the remarkable pivot that lead to their ongoing success. …more
Change is hard. Which is why one of the biggest challenges in digital transformation is getting the various teams working together toward a common goal. In part 2 of our deep dive into a Digital Customer-First Transformation System, we look at how the Value Model can help you visualize use …more
If we’ve learned anything the past year, it’s that digital transformation is critical to an organization’s ongoing success. DT seems to be top of mind for most business people I talk too. The challenge is knowing how to start (or accelerate). Today, we’re starting a multi-part series on how to …more
Part character, part candy, and all collectible. It’s PEZ day on the CXM Experience as we look at the experience of their whimsical dispensers and the little candy bricks that fill them. Plus, a peek into a little-known PEZ pivot in the 1950s that ensured their ongoing success. See all …more
We all want to be customer centric. Everyone talks about putting the customer first, and making the customer number one. We all buy into the philosophy. But… how do we do it? I talk with Paul Herman, VP of Product Marketing at Sprinklr, about some specific steps you can take …more
Every company is a digital company. Thanks to the high bar set by world’s best digital companies, your customers come to you with a backpack full of high expectations. In order to be successful you need to meet those expectations. Today, Paul Herman (VP of Product Marketing at Sprinklr) and …more
Two customer experiences for the price of one today. First, the thrilling conclusion of my Lovesac Sactional purchase. And second, a fascinating Twitter experiment that uncovers a brilliant, and surprising, Subaru social media marketing effort. See all Copernican Shift podcastsThe Copernican Shift on Apple Podcasts PODCAST TRANSCRIPT Amazing. 2021, the …more
Marketers can learn a lot from software code management. Really. In our first episode of 2021 we look at how to use …more
The past year massively disrupted the way we work. So, what happens next? Is this the new normal? Do we go back …more
Prediction Week continues. Today it’s all about conversational commerce — a customer-led, AI-driven online experience that creates better sales engagement. Is this …more
With 2020 in the rearview mirror, it’s time to take a bold look forward. Let’s dust off the Magic 8 Ball and …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
These are a few of my favorite things — and favorite people. We start with a visit from Carlos Dominguez, move into …more
There’s a temporal component of holidays. That’s why so many people love Christmas music and decorations on December 25th, but not on …more
If you know me, you know I love Christmas. The last couple of weeks in December are my favorite two weeks of …more
No one does experience like Disney. And no one does Disney like the Walt Disney Family Museum. It’s a master class in …more
Brand names are the crown jewels of an organization. They’re valuable, multi-faceted, and fiercely protected. But what happens when the brand name …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
Grab your favorite holiday beverage and catch up on a week of podcast episodes full of customer experience goodness. I delve deeper …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
The best customer experiences delight and surprise. They give you something you didn’t expect. In this third (and final) episode of my …more
The search for authenticity drives many of our decisions, including our brand choices. We’re all hoping for those elusive, authentic experiences. In …more
We’re living in an age where buyers (both B2B and B2C) want a personal relationship with brands. And more than that, they …more
Part 2 of our look back at the mid-century modern TWA Hotel at JFK airport (Part 1 is here, if you missed …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
Our story today begins with an airport fiasco, and ends with (part 1) of an immersive experience at the new TWA Hotel …more
Overchoice (a term originally coined by Alvin Toffler) describes the scenario where people have a difficult time making a decision when faced …more
