Let’s face it, e-commerce hasn’t really changed much during the last decade or so. Until now. Conversational Commerce is set to become the next big thing — enabling shoppers and sellers to transact directly through chat. It’s a way to meet your customers where they are. See all Copernican Shift …more
Our penultimate Digital Customer-First Transformation System episode. Today we explore the Operations Model. It’s a nuts and bolts deep dive into the five critical elements (the 5 Cs) of engagement management: conversation, community, collaboration, campaign, and content. Together, they create a unified, customer-first workflow that connects you with your customers …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
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
Prediction Week continues. Today it’s all about conversational commerce — a customer-led, AI-driven online experience that creates better sales engagement. Is this the future of commerce? Take a listen, and see what you think. See all Copernican Shift podcastsThe Copernican Shift on Apple Podcasts PODCAST TRANSCRIPT Welcome to the CXM …more
When is a fad not a fad? We’re seeing many of the same attitudes around blockchain today as we saw around the Internet 30 years ago. Is blockchain the next big thing? Or an alluring mirage? In today’s episode, Yoli Chisholm and I talk about blockchain, digital currency, and how …more
A missing package leads to a mostly-positive Amazon chat bot adventure… and a satisfied customer. It’s a modern customer experience, fueled by conversational commerce. And it’s something you need to be thinking about. See all Copernican Shift podcastsThe Copernican Shift on Apple Podcasts PODCAST TRANSCRIPT Yeah, all right. Welcome to …more
What does a 100-year-old chemical company know about social marketing and customer experience? A lot, actually. Rust-Oleum is using modern channels to predict color trends and micro-market to crafters and DIYers around the world. We paint the town red in today’s episode. See all Copernican Shift podcastsThe Copernican Shift on …more
If you want to understand your customers, you need to understand their intentions. Modern channels can help. But how do you possibly sift through and analyze the billions of messages sent every day? Fortunately, help is here. In today’s episode we look at how AI can help you understand customer …more
Humans are communicators. We always have been. Throughout history our communication channels have changed, but the desire for connection remains as strong as ever. That’s why modern channels are so important, and why you need to be where your customers are. See all Copernican Shift podcastsThe Copernican Shift on Apple …more
Part 2 of our Listen, Learn, Love trilogy. There are now over 4 billion people using social media. And those billions 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
Bill Gates once said that “we always overestimate the change that will occur in the next two years and underestimate the change …more
Show of hands. Who loves Seattle? Who loves explainer videos? I answered “yes” to both these questions, which puts this recent video …more
One of the few silver linings during the COVID-19 situation has been the frequent examples of people pulling together in a time …more
I’m fully aware that any subjective analysis of music lyrics is fraught with danger. But hopefully we can all agree that there …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
There is a fantastic article by Leah Hardy in The Telegraph from last summer (July 2, 2017) titled Why women of 40 and 50 …more
I’m super excited — today’s our Virtual Business Forward event! It’s an event designed to help you find new ways to think …more
We have a really amazing event coming up on November 1 in Chicago called Business Forward … and I’ll be speaking! This …more
Here’s today’s Leo: “Anyone who thinks that people who can be fooled or pushed around has an inaccurate and pretty low estimate …more
Here’s today’s Leo: “In operating a business of our size, it is obvious that we have to be well departmentalized. This does …more
Here’s today’s Leo: “I have always taken the attitude that no account is a ‘problem account’ but that all accounts have important …more
I recently had an article published in Alphr (pretty much The Economist for Millennials, if that’s a thing) where I talked about …more
Great podcast from my friend Ragy Thomas, CEO of Sprinklr. In this interview, on behalf of all people at large companies that …more
In May 2015 in Nashville, Sirius Decisions held their 2015 Summit themed Outperform: Strategies for Intelligent Growth, focused on effective ways to grow …more
From today’s Popular Mechanics: Why Superintelligent Machines Are Probably the Dominant Lifeforms in the Universe | It’s a robot’s universe. We’re just …more
Ah yes, the day after Labor Day — one of my favorite times of the year. It’s the start of the work …more
Today’s update from Fiji: What a day we had today. Let me tell you. We woke up to the beautiful sounds of …more
Microsoft Research originally published this article on March 18, 2014: Link Leslie Lamport first began dabbling in computers while he was still in …more
