The Copernican Shift
Grad Conn
Welcome to The Copernican Shift (formerly, the CXM-Experience), the podcast that challenges you to change your perspectives about marketing, advertising, and digital channels.
Join Sprinklr CXO Grad Conn and his guests for tips, insights, and strategies aimed at helping you embrace the new marketing world where customers are connected and empowered like never before — it’s a Copernican shift that puts your customer in the center of the marketing universe. The podcast is occasionally irreverent, possibly contrarian, but always entertaining and informative.
The Copernican Shift. Mapping perception to reality since 1543.
Join Sprinklr CXO Grad Conn and his guests for tips, insights, and strategies aimed at helping you embrace the new marketing world where customers are connected and empowered like never before — it’s a Copernican shift that puts your customer in the center of the marketing universe. The podcast is occasionally irreverent, possibly contrarian, but always entertaining and informative.
The Copernican Shift. Mapping perception to reality since 1543.
Episodes
Mentioned books
Jan 26, 2021 • 13min
Tastes Like Chicken
What’s cooking in today’s episode? A little chicken, some vegetables, and a delectable story about changing your mindset. We turn up the heat as we look at when a limitation might not really be a limitation. Winner, winner. Chicken dinner!
Jan 25, 2021 • 28min
Creating Once-in-a-Lifetime Employee Experiences, with Diane Adams
It’s been said you can’t have happy customers if you don’t have happy employees. I tend to agree. Diane Adams, Chief Culture & Talent Officer at Sprinklr, joins me today to talk about the power of happy employees, and why creating extraordinary employee experiences is good for your customers.
Jan 22, 2021 • 13min
As the World Churns
Today we start with a look at the magic Diet Coke button, work our way through the deliciously decadent Land O’ Lakes butter, and tie it all together with some thoughts about touchstone experiences. It's an end-of-the-week potpourri for your CX enjoyment.
Jan 21, 2021 • 17min
The Hidden Power of Memorable Experiences
We take a short break from our DCFTS series to look at StoryWorth, a remarkable service that helps you create an experience journal of your life. In this meta-episode, we unwrap an experience within an experience as we embrace the power of memorable customer interactions. It’s a mom-approved, CXM Experience extravaganza.
Jan 20, 2021 • 11min
DCFTS 5: Digital Transformation: People, Process, and Technology
Today we continue working our way through the capabilities model section of the Digital Customer-First Transformation System. Now that you understand outcomes and experiences, and have begun to explore some strategic use cases, it’s time to get the right people, processes, and technology in place.
Jan 19, 2021 • 10min
DCFTS 4: The Complete Guide to Digital Transformation Use Cases
A deeper dive into the strategic use cases that can help you determine where to start on your digital transformation journey. It’s all about listening, assessing, planning, integrating, activating, analyzing, targeting, and governing. Think of it as a roadmap to happier customers, and a way to capture more value from your DT efforts.
Jan 18, 2021 • 17min
DCFTS 3: A Look at Digital Transformation Capabilities
Part 3 of our deep dive into the Digital Customer-First Transformation System. Yesterday we looked at the “why” of digital transformation. Today we explore the “what.” It’s all about mapping the desired company outcomes to desired customer experiences in a way that’s human and real, creating experiences that show your customers that they’re recognized, appreciated, remembered, and loved.
Jan 15, 2021 • 13min
DCFTS 2: Understanding the Value of Digital Transformation
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.
Jan 14, 2021 • 11min
An Introduction to the Digital Customer-First Transformation System
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.
Jan 13, 2021 • 11min
The Hidden Genius of the PEZ Pivot
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.
