The Copernican Shift

Far too many customer care centers still rely on antiquated 800-numbers for customer engagement. It's time to rethink your care organization and transform it from a cost center to a profit center.

Nick Nunes, Social Media Director at BMO, joins me for a look at modern customer care. Plus, we share some CX examples — good and bad — for your listening enjoyment.

Nick Nunes is a classically-trained PR strategist and marketer who found his true calling in the digital world. Follow him on Twitter: twitter.com/NickNCanada or LinkedIn: www.linkedin.com/in/nicknunes/

Not one, but two breathing exercises to start your week. Then Neha and I look at the benefits — and potential challenges — of a post-pandemic world.

Follow Neha at: https://www.instagram.com/thebreathyogi/

When it comes to customer experiences, oftentimes small is greater than big. In part 2 of our discussion with Tom Peters, we talk about the small changes that can have a big impact. Ultimately, it all comes down to execution, and the small courtesies that strike the deepest.

Tom Peters has written nearly 20 business books, and has been called "the Red Bull of management thinkers." You can follow him on Twitter at: https://twitter.com/tom_peters

Renowned author and management expert Tom Peters joins me for a two-part series on customer experience execution, the value of human connections, and the little things that can make a big difference. Today Tom and I talk about corporate amnesia, good (and not so good) customer experiences, and two-cent candy.

Tom Peters has written nearly 20 business books, and has been called "the Red Bull of management thinkers." You can follow him on Twitter at: https://twitter.com/tom_peters

Well, the week's already half over. But that doesn't mean we can't enjoy our regular session with Neha, the Breath Yogi. And as consolation for being a tad late, we'll leave you with not one… but two breathing exercises. Plus, a discussion about time dilation, support networks, and the value of a hard restart.

Neha is back, with encouragement and inspiration to help you start the week right. First, some quick breathing exercises. Then we delve into the benefits of a wellness coach, and the neuroscience behind change management.

There's never been a better time to be a marketer. We're experiencing the merging of mass reach with 1:1 engagement to create an unprecedented mass 1:1 capability that's like nothing we've ever seen before. In this special episode from the Mediaweek Virtual Summit, I'll step you through the Mass 1:1 revolution, and how you can add it to your marketing strategy.

May is Mental Health Awareness Month. So, for the next four Mondays, Neha (aka, the Breath Yogi) will join me for a check in on our mental health. We'll start with insights and encouragement to help you get through another week, and finish off with some breathing exercises (of course).

Great CXM relies on technology (thank you, Sprinklr), people, and processes. And too often, stellar technology and people get tripped up by inane, pointless, outdated processes that frustrate your customers and your employees. Today we take a trip down the rabbit hole, where nothing is what it is, because everything is what it isn't. It's a story about absurd rules, misguided regional managers, CX barriers… and the store employee who defied the odds.

On this most galactic of holidays, we celebrate a company who has fully incorporated the May 4th ethos: LEGO. Look at their site today and you'll see prominent May 4th branding and special Star Wars deals. The force is strong with them, but it wasn't always this way. In the early 2000s, LEGO fought back from the verge of bankruptcy. And they did it by embracing their influencer community and tapping into the emotional benefits of their product. Star Wars and LEGO — it's a geek fest on the CXM Experience.