The beauty of the customer experience journey is that examples can be found almost anywhere. This week started with virtual conferences, moved through industry verticals, made a quick detour to QAnon, stopped at social community management, and finished up with a lifeboat analogy. Episode #87: The Unexpected Benefits of a …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 (near) one-to-one personalization. It’s the future of marketing, and it’s a must-listen. Then we wrap things up with an interview with Jon Hyman about the true value of …more
It’s recipe week on the CXM Experience. Well, not really. But for some reason our exploration of customer experiences did take a strange turn through potato salad and mushrooms à la Boursin. But when we weren’t talking about food, we looked at how the healthcare industry uses modern channels to …more
We start with a fascinating discussion with Mitchell Osak about the emerging cannabis industry and how they’re building a new brand category right before our very eyes. It’s a rare opportunity to witness the birth of a brand in an embryonic industry. Then, it’s all Super Bowl all the time, …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 of social Account-Based Marketing before moving on to a couple of episodes about the mindset required to tackle apparently intractable problems. And, yes, one of those episodes does …more
This week kicked off with Diane Adams, one of my favorite people and an expert at creating amazing employee experiences. Then, a quick detour as we look at how a chicken dinner can help you change your mindset. And, finally, it’s back to digital transformation, with a deep dive into …more
We pick up this week where we left off last week, as we continue our overview of the Sprinklr Digital Customer-First Transformation System. First off, three episodes on the Capabilities Model, where we look at the “why” of digital transformation. It starts with outcomes and experiences, moves through specific use …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
Who doesn’t like those tiny, fruity PEZ bricks? And who doesn’t like PEZ dispensers? From Baby Yoda to Marilyn Monroe, there’s a dispenser for everyone. This fantastic article from Smithsonian Magazine does a wonderful job of outlining the history of PEZ, the global candy phenomenon which has become a cultural …more
These are a few of my favorite things — and favorite people. We start with a visit from Carlos Dominguez, move into a quick look at an amazing Disney experience, and then wrap things up with a couple of episodes about my absolute favorite time of year. It’s a Christmas …more
Grab your favorite holiday beverage and catch up on a week of podcast episodes full of customer experience goodness. I delve deeper …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
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
Every year I like to roll out this little bit on American Thanksgiving history. It’s a good reminder that politics in America …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
Customer experience is the new brand, and in a world where everything is moving online, customer experience has become strategically critical for …more
According to Forrester, the number of brands rated “Excellent” four years in a row on their Customer Experience Index is exactly: zero. …more
When we think about digital transformation, we tend to immediately jump to discussions about technology, processes, and systems. Which makes sense. Those …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 …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
In just a few short hours, Marc Stoiber and I will dig into marketing basics and how they influence modern marketing today. …more
2020 has been, among other things, the year of digital transformation. The transformation has been going on for a while now. Slowly. …more
