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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 SEPI Inc. Today we talk candidly about the challenges facing women in business today, the progress made to date, and the power of grit and mindset as you …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 can be a powerful factor in marketing and economics. Today we look at self-interest as it applies to the ongoing COVID vaccine rollout, and make some lifeboat analogies …more

Your community managers are a critical piece of your social media efforts; they’re the nexus between your customers and your brand. Today we explore the unique value of your community managers, and how a Customer Experience Center (CXC) can supercharge that value. We’ll also look at how to handle social …more

Today we make an unscheduled stop at QAnon. But don’t worry, we’re only visiting. Just long enough to explore the psychology that makes doomsday cults so popular and enduring. It’s a look into why humans want to be part of something bigger than themselves, and how we, as marketers, can …more

What does it mean to view your experience selling and experience marketing efforts through an industry lens? How can you redefine the narrative for specific industry verticals? Julie Sanford, GM of the Global Industry Product Group at Microsoft, joins me for a look at Microsoft’s evolution from a product-first company, …more

Will we ever fully return to live, in-person conferences when COVID is finally over? Sprinklr just wrapped up our annual sales conference — virtual, of course — and the experience was pretty… amazing. It has me wondering whether we’ll ever go back to an all-in-person event. In today’s episode I …more

Yesterday we learned how to discover the billions of conversations happening right now in modern channels. But then what? How can you possibly sift through those billions of conversations to find the proverbial needles in the haystack? Spoiler alert: You can’t. But, AI can. And it can do it amazingly …more

We start out with a few important corrections from recent episodes. Then a quick happy birthday greeting to Nicolaus Copernicus, the father of the scientific revolution and inspiration of the Copernican shift — the idea of mapping perception to reality. And finally, we dig into mass 1:1 marketing. It’s a …more

Understanding how your customers actually engage with you is too often undervalued. Generally, we build a process and assume it’s working. Meanwhile, our customers are having little (or big) issues that hurt the overall experience. Finding these broken flows is critical to happy customers.  And, if you’re selling B2B solutions, …more

Today we talk about food. Specifically, the experience around food choices and food preparation. Cooks know that the art of preparation can be just as enjoyable as the meal itself. And there’s a lesson there for our own customer experiences. Plus, I throw in my famous Mushrooms à la Boursin …more