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Dec 23, 2020
Episode #43: The Wonderful World of the Walt Disney Family Museum
No one does experience like Disney. And no one does Disney like the Walt Disney Family Museum. It’s a master class in customer experience, and a testament to a man who managed to imbue exceptional experiences into everything he touched. From Disney’s start in Kansas City, to his struggles in Hollywood, we take a look […] The post Episode #43: The Wonderful World of the Walt Disney Family Museum appeared first on Sprinklr.
Read moreDec 22, 2020
Episode #42: When Is a Brand Not a Brand?
Brand names are the crown jewels of an organization. They’re valuable, multi-faceted, and fiercely protected. But what happens when the brand name is lost? Not via an Ocean’s Eleven type heist, but from the overwhelming adoption of the consumers who use it? The phenomenon is called “genericide.” And it’s why brands spend so much time […] The post Episode #42: When Is a Brand Not a Brand? appeared first on Sprinklr.
Read moreDec 22, 2020
The Influence Of Gen Z
Are you ready for the new customers who are going to change the way you do business? You know who they are and most likely think you understand them—and I hope you do. In the near future, Generation Z, also known as iGen, may become your most influential customers. Even if you do understand them, […] The post The Influence Of Gen Z appeared first on Sprinklr.
Read moreDec 21, 2020
Episode #41: How to Make Amazing Customer Experiences Easier, With Carlos Dominguez
No C-level executive wants their company to provide a bad customer experience. Ask any one of them and they’ll say they put the customer first. So why aren’t more companies providing stellar experiences? Sprinklr chief evangelist Carlos Dominguez joins me today as we break down why customer experience can be so difficult, and how to […] The post Episode #41: How to Make Amazing Customer Experiences Easier, With Carlos Dominguez appeared first on Sprinklr.
Read moreDec 20, 2020
Episode #40: A Brief History of the Modern Customer
As we’ve moved from the static web to the conversation web, customer expectations have changed. Dramatically. The best way to understand modern customers is to understand the digital and analog evolution that created them. In today’s episode we’ll look at how the modern customer became a modern customer. And what you can do to keep […] The post Episode #40: A Brief History of the Modern Customer appeared first on Sprinklr.
Read moreDec 19, 2020
Episode #39: Creating Unexpected “Wow” Moments in Your Customer Experiences
The best customer experiences delight and surprise. They give you something you didn’t expect. In this third (and final) episode of my TWA Hotel trilogy, I talk about the plethora of “wow” moments that turned me into a permanent fanboy. How are you wowing your customers? See all CXM Experience podcasts The CXM Experience on […] The post Episode #39: Creating Unexpected “Wow” Moments in Your Customer Experiences appeared first on Sprinklr.
Read moreDec 18, 2020
Episode #38: The Relentless Quest for Brand Authenticity, with Katie Martell
The Relentless Quest for Brand Authenticity, with Katie Martell The search for authenticity drives many of our decisions, including our brand choices. We’re all hoping for those elusive, authentic experiences. In Part 2 of my discussion with Katie Martell we dive deep into performative brand allyship, the dangerous illusion of progress, and the unexpected benefits […] The post Episode #38: The Relentless Quest for Brand Authenticity, with Katie Martell appeared first on Sprinklr.
Read moreDec 17, 2020
Episode #37: The Collision of Social Movements and Marketing, with Katie Martell
We’re living in an age where buyers (both B2B and B2C) want a personal relationship with brands. And more than that, they expect those brands to share their values. Katie Martell, unapologetic marketing truth-teller, joins me today for Part 1 of a rollicking discussion about “woke washing.” It’s the collision of social movements and marketing […] The post Episode #37: The Collision of Social Movements and Marketing, with Katie Martell appeared first on Sprinklr.
Read moreDec 17, 2020
Introducing: New Event Series Ideas that Shaped My Career
Perspective is a function of experience. As I get ready to celebrate another trip around the sun, I reflect on the highs and lows of this year personally and professionally. One of the best birthday gifts I gave myself when I turned 30 was time with a career coach who challenged me to search for […] The post Introducing: New Event Series Ideas that Shaped My Career appeared first on Sprinklr.
Read moreDec 16, 2020
Episode #36: The Allure of Authentic Attention to Detail
Part 2 of our look back at the mid-century modern TWA Hotel at JFK airport (Part 1 is here, if you missed it). If you ever find yourself at JFK with time to spare, it’s absolutely worth a visit. It’s an immersive experience that takes you back to the glory days of air travel. They’ve […] The post Episode #36: The Allure of Authentic Attention to Detail appeared first on Sprinklr.
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