The Copernican Shift

In part 1 of this special crossover edition, I join Marshall Kirkpatrick on the Sprinklr Coffee Club videocast where we look at Digital Transformation. Digital transformation is so much more than digitizing documents. It's a fundamental shift in the way we treat current and future customers. And who better to lead the charge than the individual who has their pulse on the customer? That's right -- the modern CMO.

Hopefully, you're listening to your customers (if not, jump back to Episode #2 to learn why you should). And if you're listening to your customers, you're probably measuring Share of Voice. That's a great start, but measuring Share of Conversation is even better. In this episode we learn why Share of Conversation is so powerful, and look at how to get started.

Today, the US Thanksgiving holiday is steeped in warm feelings of gratitude and Norman Rockwell-inspired family gatherings. But it wasn't always that way. This is the story of "Franksgiving." It's a convoluted tale of political infighting, calendar machinations and, possibly, the first example of Godwin's Law. Put your feet up, grab a slice of pumpkin pie, and enjoy.

When is a fad not a fad? We're seeing many of the same attitudes around blockchain today as we saw around the Internet 30 years ago. Is blockchain the next big thing? Or an alluring mirage? In today's episode, Yoli Chisholm and I talk about blockchain, digital currency, and how customer experience might benefit.

A missing package leads to a mostly-positive Amazon chat bot adventure... and a satisfied customer. It's a modern customer experience, fueled by conversational commerce. And it's something you need to be thinking about.