Selling has always been about relationships. But on social media, this concept is generally ignored. Twitter, LinkedIn, and Facebook become the equivalent of the non-stick pan guy at the state fair, making as much noise as possible to get attention. On today’s episode, Dennis Mathew and I talk about how …more
A recent Forester study found that 82% of decision makers say that CX is a top priority. But that same study found that most brands are struggling to know where to start. To help kickstart this process, we’re introducing a multi-part series I’m calling “Imagine” — a creative look at …more
As Carrie Fisher once said, the problem with instant gratification is that it takes too long. Let’s face it — we don’t like to wait, especially when using an app or a website, where even a short wait can feel like eons. Today we talk about the importance of managing …more
I’m back in New York (at least for a while), and back in the office — a real-life, physical office — for the first time in more than a year. And I’m certainly not the only one going through this change. So, what will the new office experience be like? …more
It’s bargain basement day on the CXM Experience as we look at two recent brick-and-mortar retail adventures. Both positive (or, at least, mostly positive), and both excellent examples of the value of the shopping and checkout experience. It doesn’t have to be fancy, as long as you put the customer …more
Brands have quickly embraced modern channels — except for their customer care centers. Far too many still rely on antiquated 800-numbers. It’s time to rethink your care organization and transform it from a cost center to a profit center. Nick Nunes, Social Media Director at BMO, joins me for a …more
When it comes to customer experiences, oftentimes small is greater than big. In part 2 of our discussion with Tom Peters, we talk about the small changes that can have a big impact. Ultimately, it all comes down to execution, and the small courtesies that strike the deepest. Tom Peters …more
Weekly inspiration, a galactic celebration, and a familiar story about absurd CX processes. Episode #124: Monday Morning Inspiration, with Neha SaxenaNeha is back, and we have two flavors of inspiration for you today. First, an inspiring story to start the week. Then an inspirational breathing exercise to spur your creativity …more
Great CXM relies on technology (thank you, Sprinklr), people, and processes. And too often, stellar technology and people get tripped up by inane, pointless, outdated processes that frustrate your customers and your employees. Today we take a trip down the rabbit hole, where nothing is what it is, because everything …more
Neha is back, and we have two flavors of inspiration for you today. First, an inspiring story to start the week. Then an inspirational breathing exercise to spur your creativity and get your brain functioning at its full potential. See all Copernican Shift podcastsThe Copernican Shift on Apple Podcasts PODCAST …more
Episode #121: Managing Through a Crisis, with Neha SaxenaIndia is currently struggling with a serious COVID outbreak. Sprinklr has offices and employees …more
We all have dreams. Things we want to do, goals we want to accomplish, places we want to visit. Often, we realize …more
India is currently struggling with a serious COVID outbreak. Sprinklr has offices and employees located throughout India, so this issue is hitting …more
As marketers, we’re torn between… let’s call it the brain and the body. The brain is all the data, knowledge, and information …more
Organizational silos hurt your business, and disrupt your customer experience. Ryan Bonnici, CMO at Whereby, talks with me about how crystal clear …more
Growth is top of mind for every business. Fortunately, modern channels can help drive that growth, in more ways than you can …more
I’ve never met a CMO who isn’t resource constrained. Whether you’re a startup, or a Fortune 500 company, we’re all being asked …more
Brands, products, or companies that define a new category — and become the design standard for that category —derive most of the …more
Smart brands are moving beyond social listening and are using modern channels to drive revenue growth. To that end, you need more …more
Success in CXM requires people, process, and technology. You need people who embrace a customer-first mindset, and a culture that encourages it. …more
Feeling burned out? You’re certainly not alone. A recent Harvard Business Review study found that 89% of us said work life was …more
As marketers, we’re tasked with representing our customers. That’s why it’s important to consistently add value to the customer experience. Jodie Sangster, …more
We’re talking about theater today. But not that kind of theater. Today’s episode is all about the theater we perform in our …more
My good friend and peer Carlos Dominguez (see The CXM Experience, Episode #41) has done something amazing. He has written a book. …more
Today we welcome Neha Saxena, aka, The Breath Yogi, as we launch a (semi) regular Monday feature on mindfulness. But before we …more
It’s International Women’s Day, which means it’s the perfect time for our two-part series with Sepi Saidi, visionary founder and CEO at …more
Self-interest has gotten a bad rap. It’s too often confused with “selfishness,” but they’re not really the same thing. Rational, aligned self-interest …more
What does it mean to view your experience selling and experience marketing efforts through an industry lens? How can you redefine the …more
Will we ever fully return to live, in-person conferences when COVID is finally over? Sprinklr just wrapped up our annual sales conference …more
Want to exceed your revenue goals? I thought so. Today we talk with Jon Hyman, cofounder and chief technology officer at Braze, …more
