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
Oct 13, 2021 • 13min
Back to Basics — What is CXM, Really?
We talk a lot about CXM on this podcast, which makes perfect sense — it is the “Unified-CXM Experience” podcast, after all. But it occurred to me recently that we might not be on the same page when it comes to understanding the nuances of CXM. So, in an effort to achieve total CXM harmony, we’re going back to basics today.
Oct 11, 2021 • 18min
How to Solve Marketing Amnesia
A hundred years ago, when you walked into a shop, the shopkeeper probably knew you. He knew what you liked, knew what you just purchased, and knew what you might purchase again. It was a relationship built on knowledge and trust, and it benefited both the seller and the consumer. Today, with most brands, we’re largely anonymous. Whether it’s brick-and-mortar or online, most sellers have no clue who I am. But it doesn’t have to be that way… and shouldn’t be that way. I call this “marketing amnesia,” and today’s episode we’re going to talk about the causes, and the cure.
Oct 8, 2021 • 15min
What’s so Funny About Conversational Marketing
We’ve entered the conversational era of marketing. Unfortunately, too many marketers are stuck in the broadcast world of mass email blasts and anonymous ads. It’s time to change, and we can start by taking a cue from comedians. Yes, comedians. They happen to be brilliant communicators who have mastered the art of conversational marketing (whether they know it or not).
Oct 6, 2021 • 27min
Boost Your CXM Success with a Unified Approach
A recent Forrester study found that 82% of firms said CX is a top priority, but only 46% feel they’re getting a comprehensive view of their customers. In today's podcast I talk with Maxie Schmidt-Subramanian, VP and Principal Analyst at Forrester, about the journey to great CXM, and how to give your organization a competitive advantage. Watch the webinar, and download the full Forrester study here:https://www.sprinklr.com/resources/boost-experience-success-register/ Maxie Schmidt is a principal analyst serving CX professionals. She leads Forrester’s research on CX measurement programs.
Sep 29, 2021 • 19min
Building a Better Pancake Batter
Three customer experiences for the price of one. We start with a brilliantly-designed pancake batter container, move on to a customer support story featuring missing bricks, and end with a not-so-great headphone repair. It’s pancakes, pieces, and pods as we explore how small interactions can make a big difference.
Sep 24, 2021 • 17min
A Marketer’s Guide to Modern Channels
The way we communicate has constantly evolved since we first drew on cave walls. It’s always changing. So why are we so resistant to these new channels when they first appear? Whether it’s TV in the 1940s, the Internet 50 years later, or social media today, too many marketers take too long to embrace new channels (to their detriment, I might add). In today’s episode, we explore the history of advertising and mass marketing, The evolution of modern channels, and how looking back can help us to look forward.
Sep 15, 2021 • 21min
The Legendary Appeal of Podcasts, with Justin Shriber
Today we go full meta, with a podcast about... podcasts. Justin Shriber, CMO at People.ai, joins me to talk about how their Legends of Sales and Marketing podcast drives lead generation and creates personal connections with industry leaders. From there we explore the most important attributes of a sales leader, and finish up with a life lesson derived from a Steven Spielberg movie quote. You can find Justin at: www.linkedin.com/in/justinshriber/ www.people.ai www.people.ai/legends
Sep 8, 2021 • 13min
How to Unlock the Benefits of Unified-CXM
Increasingly, customers are holding us to a higher standard. That’s why unified is better than integrated. Unified-CXM breaks down silos and provides a single view of your customers, enabling you to identify customer issues, and take appropriate action.
Sep 3, 2021 • 18min
The Massive Potential of Unified-CXM
Whether you’re selling B2B, or B2C, you’re selling to people. Often the same people. And these people appreciate rewarding experiences and responsive brands. In today’s episode we look at the intersection of B2B and B2C, and how a truly unified customer experience can make your customers happier.
Aug 25, 2021 • 15min
A Surefire Way to Make a Point
Collecting, managing, and applying feedback is a critical piece of the CX process. In today’s summer flashback episode I go back to my P&G days to regale you with a story about marketing recommendations, and the gift of honest, unfiltered feedback.
