The Copernican Shift

Change is hard. Which is why one of the biggest challenges in digital transformation is getting the various teams working together toward a common goal. In part 2 of our deep dive into a Digital Customer-First Transformation System, we look at how the Value Model can help you visualize use cases, and make sure your teams are aligned. Think of it as a treasure map that shows everyone the direct path from engagement, to strategic business value.

If we've learned anything the past year, it's that digital transformation is critical to an organization's ongoing success. DT seems to be top of mind for most business people I talk too. The challenge is knowing how to start (or accelerate). Today, we're starting a multi-part series on how to turn your digital transformation dream into reality. We call it our Digital Customer-First Transformation System, and it's a compelling way to align your stakeholders, and ensure you're thinking about the many moving parts that make up DT.

Part character, part candy, and all collectible. It's PEZ day on the CXM Experience as we look at the experience of their whimsical dispensers and the little candy bricks that fill them. Plus, a peek into a little-known PEZ pivot in the 1950s that ensured their ongoing success.

We all want to be customer centric. Everyone talks about putting the customer first, and making the customer number one. We all buy into the philosophy. But… how do we do it? I talk with Paul Herman, VP of Product Marketing at Sprinklr, about some specific steps you can take to make your customer-first efforts come to life.

Every company is a digital company. Thanks to the high bar set by the world's digital leaders, your customers come to you with a backpack full of high expectations. In order to be successful you need to meet those expectations. Today, Paul Herman (VP of Product Marketing at Sprinklr) and I explore the challenges and opportunities of true digital transformation, and what it means for your business.