The Copernican Shift

We kick off today's episode with some well-deserved grammar corrections. Then it's a trip to Walmart as I recount my COVID vaccination experience. Finally, we wrap up our two-part series on QAnon with a look at guided apophenia -- the tendency to see connections or patterns between unrelated things. Oh, and then there's the dog. We're connecting the dots on The CXM Experience.

Part 2 of our discussion with the amazing Sepi Saidi, founder and CEO at SEPI Inc. We pick up where we left off, starting with an honest look at our progress so far with respect to gender equality. Then we deconstruct the word "feminism" and explore what it really means. Finally, it's a couple of detours into moon landings and alien invasions. In other words, just a typical day on the CXM Experience.

https://twitter.com/sepisaidi

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 manage your career and personal life.

https://twitter.com/sepisaidi

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 along the way. Also, it's National Grammar Day!

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 "graffiti," and take a glimpse into the future of community management, when the entire organization is engaging with customers.

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 tap into those same desires to improve customer experiences.

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, to an outcome- and value-based company that is customer focused, customer obsessed, and customer first.

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 review the benefits and challenges of the virtual experience.

Want to exceed your revenue goals? I thought so. Today we talk with Jon Hyman, cofounder and chief technology officer at Braze, about their just-released Global Customer Engagement Review. It's a deep dive into great customer engagement, and how it translates directly to business success.

Now that you've discovered the billions of conversations, and used AI to classify them into something you can act on — it's time to respond appropriately. This is the "management" piece of customer experience management. And if you're not doing this, you're not really doing CXM. We wrap up our 3-part Discover, Classify, Respond series with a look at how to make your customers happier by responding to them quickly and appropriately.