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 12, 2021 • 10min
How to Accelerate Your Digital Transformation, With Paul Herman
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.
Jan 11, 2021 • 17min
The Real Potential of Digital Transformation, with Paul Herman
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.
Jan 8, 2021 • 16min
The Unexpected Devotion of Subaru Ambassadors
Two customer experiences for the price of one today. First, the thrilling conclusion of my Lovesac Sactional purchase. And second, a fascinating Twitter experiment that uncovers a brilliant, and surprising, Subaru social media marketing effort.
Jan 7, 2021 • 11min
How to Create One-on-One Relationships at Scale
Marketers can learn a lot from software code management. Really. In our first episode of 2021 we look at how to use proven concepts from DevOps, to automate real 1:1 relationships with our customers. It’s all about scale and automation — with a personal touch.
Dec 31, 2020 • 15min
2021 Predictions: The New World of Work
The past year massively disrupted the way we work. So, what happens next? Is this the new normal? Do we go back to how it was before? Or a mixture of both? We talk about the future of work, and why the 2020s could be the dawn of a business renaissance. It’s Prediction Week, on the CXM Experience.
Dec 30, 2020 • 12min
2021 Predictions: The Revolutionary Future of e-Commerce
Prediction Week continues. Today it’s all about conversational commerce — a customer-led, AI-driven experience that creates better sales engagement. It’s the future of commerce, and you can learn about it here.
Dec 29, 2020 • 13min
2021 Predictions: The Surprising Rise of Cryptocurrency
With 2020 in the rearview mirror, it’s time to take a bold look forward. Let’s dust off the Magic 8 Ball and see what’s ahead of us for 2021. Today I look at Bitcoin and cryptocurrency. Is this a fad that will go the way of pet rocks and the Macarena? Or is it time for marketers to begin to look at cryptocurrency as the future of online payments? It’s “Prediction Week” on the CXM Experience.
Dec 28, 2020 • 17min
The Trouble With Customer Feedback Management
What’s the difference between customer experience management (CXM), and customer feedback management (CFM), and why should you care? In this special flashback episode from the Forrester CX North America Conference, we’ll explore these two concepts, and learn why one of them is clearly superior.
Dec 25, 2020 • 10min
Merry CXmas, and Happy Holidays!
There’s a temporal component of holidays. That’s why so many people love Christmas music and decorations on December 25th, but not on October 30th. It’s all about timing. The same can be said for your customer experiences. In this special holiday episode we look at the magic of Christmas, and how we can apply that to your customer journeys. Happy holidays, everyone!
Dec 24, 2020 • 8min
It's the Most Wonderful Time of the Year
If you know me, you know I love Christmas. The last couple of weeks in December are my favorite two weeks of the year. On this special holiday edition of the CXM Experience we slow down and focus on what’s really important. Because sometimes experiences can be quiet, focused, and introspective. It’s the experience of being human.
