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
Nov 25, 2020 • 24min
How Blockchain Could Disrupt Customer Experience, with Yoli Chisholm
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.
Nov 24, 2020 • 11min
The Mysterious Case of the Vanishing Amazon Delivery
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.
Nov 23, 2020 • 19min
Communities, Category Creation, and Karma, with Marc Stoiber
Marc Stoiber, brand expert extraordinaire, joins me for a conversation about category creation, the collective wisdom of online communities, and the karma of enlightened self interest. If you haven’t yet joined Marc’s BrandDIY Facebook group, then what are you waiting for? Seriously, just do it now: www.brandDIYgroup.com
Nov 20, 2020 • 12min
The Rockefeller Center Christmas Tree is the Perfect Metaphor for 2020
Every winter, the Rockefeller Center in New York displays a beautiful, stately, lush Christmas tree. Or do they? This year’s tree borders on the scraggly side, and is being described on social media as the perfect metaphor for the year that shall not be named. On today’s episode we explore the chasm between promotion and reality, and why the Rockefeller Center should lean into this year’s Charlie Brown tree.
Nov 19, 2020 • 12min
Why You Need to Embrace the Conversation Web
Humans have always been communicators. And for most of our history that communication has been 1:1 (or 1: few). Until the 20th century, that is, when the explosion of mass media turned us into passive participants. The Conversation Web changes that. Messaging, social media, and forums have created a 1:1 communication renaissance that’s a cornerstone of customer experience management.
Nov 18, 2020 • 14min
Why I'm Still a Fan of the Disney Magic
Nobody knows customer experience better than Disney. Today we celebrate the birthday of the cartoon mouse who started it all, and look at the famed Disney CX magic. Customer Experience is temporal, and the most recent customer experience is the one people remember the most.
Nov 17, 2020 • 11min
How Micro-Marketing Put Rust-Oleum’s Glitter Paint on the Map
What does a 100-year-old chemical company know about social marketing and customer experience? A lot, actually. Rust-Oleum is using modern channels to predict color trends and micro-market to crafters and DIYers around the world. We paint the town red in today’s episode.
Nov 16, 2020 • 10min
How to Join the Ranks of the Forbes Most Influential CMOs
Every year, Sprinklr partners with Forbes and LinkedIn to present a list of the World’s Most Influential CMOs. And every year I get questions about how the list was curated and ranked. In this episode, we’ll look at the process and criteria for building the list, along with some thoughts and ideas about how to use your influence to help your company. https://sprinklr.com/worlds-50-influential-cmos-2020
Nov 13, 2020 • 11min
Friday Fun: CX Day, the CXPA, and The Iron Giant
Well, darn it. We missed CX Day (it was the first Tuesday in October). And, full disclosure, I didn’t really know CX Day was a thing until this morning. But that doesn’t mean we can’t talk about it now. In this episode we celebrate CX, talk about the Customer Experience Professionals Association, have fun with The Iron Giant, and give you a peek behind the scenes of The CXM Experience.
Nov 12, 2020 • 12min
The Complete Guide to AI-Powered Intent Analysis
If you want to understand your customers, you need to understand their intentions. Modern channels can help. But how do you possibly sift through and analyze the billions of messages sent every day? Fortunately, help is here. In today’s episode we look at how AI can help you understand customer intent, and improve their overall experience.
