This interview is important. Not only because Lee Jourdan LOVES live theatre, but because he’s one of PROS’ board members and biggest champions. Who better to discuss PROS strategy and evolution? One of my favorite parts of this interview with Lee is his description of PROS’ four generations of maturity. …more
It’s June, which means it’s pride month, which means we’re all being bombarded by rainbow-festooned corporate logos. But does that really help? Or is it just another example of “woke washing,” the brand pandering that occurs when marketing and social movements collide. The amazing Katie Martell is back with some …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 reality TV show. “Shrimp vs. Weenies” is a classic Microsoft memo. And even though it was written almost 30 years ago, the gist of the memo is every …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
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
2020 has been, among other things, the year of digital transformation. The transformation has been going on for a while now. Slowly. But we’ve watched it accelerate these past few months. Which raises an important question: who in the organization is best suited to drive this transformation? Digital transformation involves …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
In the final installment of my journey down toy-memory lane, I’m going to talk about my most favorite toy of all time: the Carry-All Cape Kennedy Action Playset by Marx. Marx created a lot of playsets. These collections of figures, buildings, and accessories included dozens (or even hundreds) of pieces …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
If you’re working remotely you understand that everything about your work day has changed. Sure, there are the obvious differences: online meetings, …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
If you’re the rare marketing professional, watching your IT budget grow, struggling to find ways to spend it all, congratulations. You can …more
Five short weeks ago I was barely thinking about coronavirus. I’ve always been a diligent hand washer, but social distancing, personal protection …more
In my blog post from March 18 I promised to follow up with additional posts about how Sprinklr customers have embraced modern …more
Stop what you’re doing and read the following article. Seriously. Whatever else you had planned for the next few minutes can wait. …more
Your brand is your lifeblood, the promise to your customers. It’s safe to say that every marketer recognizes the value of their …more
The standard pitch for a buddy movie goes something like this: two mismatched protagonists come together to create a unique bond. Think …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
“Good things come to those who wait,” said nobody while sitting on hold for 45 minutes randomly shouting “representative” at their phone …more
By Guest Blogger, Raoul Toi Over the past decade, the quality of campaigns across social media dramatically improved. Many brands took advantage …more
It was 2006 — the housing crisis wasn’t on anyone’s radar … the iPhone had just been launched … and George Bush …more
This image has been making the rounds of the Interwebs lately, and ofc I got a chuckle out of it — at …more
I had a ton of fun in on February 8th at the CTI (Commercial Theatre Institute) Marketing Conference. It was the first …more
Here’s an oldie but a goodie — how Outlook Search Folders work. This is an absolutely mind-blowing time-saving tool, without which …more
