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
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. We’re wearing… well, we’re not wearing this. We’ve moved on. Nostalgia is fun when you’re referring to fashion or food. But for a Modern CMO? Not so much. …more
Before joining Sprinklr as CXMO, I was a customer. And eight years ago, as US CMO at Microsoft when I was reviewing more than 17 different social media management tools, Sprinklr was an easy decision. One of the key reasons? Security. It was obvious that the Sprinklr team put a …more
In my blog post from March 18 I promised to follow up with additional posts about how Sprinklr customers have embraced modern channels. True to my word, here’s a look at Grab, Southeast Asia’s largest mobile technology company. In 2018, Grab acquired Uber’s Southeast Asia business. They’ve continued to expand …more
I’m a voracious learner. Throughout my career I’ve consistently preached the maxim that we must always be learning. This applies even in the midst of a global crisis. As a business manager, COVID-19 is almost certainly impacting your marketing, social media engagement, and customer care strategies. Many of you are …more
Your brand is your lifeblood, the promise to your customers. It’s safe to say that every marketer recognizes the value of their brand, and of brand communication. During a crisis, brand communication becomes even more important—so important that it is, quite possibly, a matter of life and death. Since the …more
The standard pitch for a buddy movie goes something like this: two mismatched protagonists come together to create a unique bond. Think Butch and Sundance, Harold and Kumar, The Blues Brothers, or Romy and Michelle. In each film, the sum of the two together is far greater than the individual …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 be honest—you outright complain about your job, your company, or your manager. You’re mid-rant, really just warming up, and the person on the receiving end of your tirade …more
“Good things come to those who wait,” said nobody while sitting on hold for 45 minutes randomly shouting “representative” at their phone in a futile effort to speak to a real human. Let’s face it, we don’t like to wait for anything. We’re busy, multi-tasking, impatient creatures who want it, …more
A little over a year ago I said “bye-bye” to both Microsoft and Seattle (previously) and started a new adventure at Sprinklr. If I were to summarize the last 16 months it would be: INTENSE. It’s exactly the kind of adventure I was looking for — with some amazing highs …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
People are talking about you. Right now. They’re saying good things, and not so good things. They’re making comments and asking questions. …more
Happy customers are profitable customers, which will come as a surprise to exactly no one. So, how do we make customers happy? …more
You’re busy. I know this, and I feel your pain. But unlike the so-called “friends” in your life who offer nothing but …more
There’s nothing like a good dinner with a dozen of your favorite media people to foster a stimulating discussion about digital transformation, …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
In my speech yesterday at the Sprinklr Digital Transformation Summit in the Wild Horse Saloon I showed a YouTube video (thank you @BoingBoing and …more
I’m really looking forward to today’s talk at the Sprinklr Digital Transformation Summit — my keynote is TODAY at 9:30am at the …more
Up until now, there have been exactly three reasons to visit Nashville: great music, hot chicken, and buy-one-get-two-free cowboy boots. Well now …more
Famous Part 2s: The Empire Strikes Back, Buzz Aldrin, the IBM AT, Dawn of the Dead…and this Wonderful World of Marketing episode. …more
Great podcast from my friend Ragy Thomas, CEO of Sprinklr. In this interview, on behalf of all people at large companies that …more
I’m a Sprinklr fan. I don’t have their logo tattooed on my bicep (not yet, anyway), or paint my face blue, green, …more
Lately, I’ve been thinking a lot about the “Modern Marketing Department”, especially in our exciting world of fast-exploding marketing technologies and the …more
