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
Dec 9, 2020 • 13min
Why Context is the New Content
The average B2B buyer receives more than 100 email a day. They switch between tasks 300 times a day, and use 56 different apps or websites. Let’s face it, we’re overwhelmed with content. Economist and social scientist Herbert Simon put it best when he said, “a wealth of information creates a poverty of attention.” Wise words for all of us content marketers. So how do we rise above the noise? In a word: Context.
Dec 8, 2020 • 13min
Back to the Future of Customer Experience
Today is “Pretend to be a Time Traveler” day. So, we’re going to do just that. What would a time traveler from, say, 125 years ago, think of some of our customer experiences? What would surprise them? What would delight them? And what could we do differently to recapture some of the personal, one-to-one connections that modern customer experiences too often lack? It’s a look back...or forward...or sideways, to a time when customer connections meant everything.
Dec 7, 2020 • 13min
The Remarkable Power of Stimulus Response
The marketing world has changed. We’ve moved from a broadcast model, to a conversation model. It’s no longer about yelling your message to unwilling recipients. It’s about authentic conversations that change minds and behaviors. Comedians get this, which is why they’re able to influence your thinking, without you even knowing it. Listen to the episode to learn how they do it. Plus, a prediction for 2021.
Dec 4, 2020 • 12min
Deliver Amazing Customer Experiences With a Unified Front Office
95% of consumers will tell someone else about a bad customer experience. That’s why delivering great customer experiences has become paramount. In this special CXM Experience episode I share my DMEXCO (The Digital Marketing Exposition & Conference) presentation that includes a look at how to truly delight your customers.
Dec 3, 2020 • 13min
How to Solve CX Problems Before They Happen
We soar to new heights this episode as we look at how Otis Elevators uses the Internet of Things (IoT) to actually solve problems before they happen. It’s practically magic, and it’s a fascinating look at how to create mind-bending experiences that keep your customers happy.
Dec 2, 2020 • 13min
A Tribute to Tony Hsieh, Zappos CEO and Innovator
Tony Hsieh was a forward-thinking, visionary entrepreneur who was deeply committed to customer satisfaction. This Tony quote pretty much sums up his focus: “Our philosophy is about delivering happiness to our customers and employees.” Simple… and powerful. His passion and creativity will be missed.
Dec 1, 2020 • 19min
How to Accelerate Your Digital Transformation, with Marshall Kirkpatrick
Part 2 of our special Coffee Club crossover edition. Marshall Kirkpatrick and I talk about the importance of eating your own dog food (or, drinking your own champagne, as we like to call it), and offer some strategies for accelerating your digital transformation efforts.
Nov 30, 2020 • 19min
Digital Transformation and the Modern CMO, with Marshall Kirkpatrick
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.
Nov 27, 2020 • 11min
Why Share of Conversation is More Valuable Than Share of Voice
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.
Nov 26, 2020 • 14min
The Strange Story of the First Franksgiving
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.
