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
Aug 9, 2021 • 29min
The New Customer Experience, with Danny Wright
It’s an exciting time to be in marketing. Organizations are finally waking up to the fact that their brand isn’t what they say it is. Their brand is a reflection of the experiences they land with their customers. In this Adweek webinar, Danny Wright and I talk about the three fundamental shifts that are transforming customer expectations, and the steps you can take to make your customers happier. Danny Wright is the Chief Brand Officer at Adweek. Find him on LinkedIn at:https://www.linkedin.com/in/dannywright/
Aug 6, 2021 • 1h 2min
How the World’s Greatest Brands do Mass 1:1 Marketing
I’ve said this before (and I’ll probably say it again), but there has never been a better time to be a marketer. In this MarketingProfs webinar, Valerie Witt and I explore the merging of mass reach with 1:1 engagement — a sea change that gives brands unprecedented marketing potential. You’ll hear examples of how leading brands have implemented mass 1:1 marketing, and learn the steps you can take to copy their success. Or, watch the webinar here: How the World's Greatest Brands to Mass 1:1 Marketing
Aug 4, 2021 • 25min
Brand Authenticity in the Age of Technology, with Rob Harles
Your brand is not what you say it is. Your brand is what your customers think it is. And that’s built on experiences, including purchasing, support, and customer care. In part 2 of my discussion with Rob Harles we talk about our unhealthy obsession with scale, and why we need to spend more time listening, engaging, and communicating with our brand communities. Rob Harles is the Global Lead for Modern & Emerging Channels for Accenture Interactive. You can find him on LinkedIn https://www.linkedin.com/in/robharles/ or Twitter https://twitter.com/robharles
Aug 2, 2021 • 28min
How to Humanize the Customer Experience, with Rob Harles
Have we lost sight of why we’re focused on the customer experience in the first place? In today’s episode, Rob Harles and I take a walk in our customers’ shoes to discover how to make the customer experience human again. Rob Harles is the Global Lead for Modern & Emerging Channels for Accenture Interactive. You can find him on LinkedIn https://www.linkedin.com/in/robharles/ or Twitter https://twitter.com/robharles
Jul 30, 2021 • 34min
The Contact Center Revolution
Customer communication preferences have changed. And the pace of change has only accelerated during the past year. In this CX Network Live webinar, Georgina Wilczek and I talk about how to have meaningful conversations with your customers, and why great customer service must integrate all communication channels. CX Network Live: https://www.cxnetwork.com/events-cxn-live-contact-centers/agenda/day-one
Jul 28, 2021 • 13min
Imagine… If We Truly Think Different
In today’s episode we imagine a richer, more satisfying retail shopping experience. An experience where we’re known, valued, and appreciated. Is that too much to ask? (spoiler alert: no). Today we’re talking about the Apple Store.
Jul 26, 2021 • 40min
Managing Your Energy to Avoid Burnout, with Neha Saxena
Neha Saxena, expert in stress management and scheduling, discusses ways to manage overwhelming schedules, the impact of multitasking on the brain, and the importance of simplifying life and doing one thing at a time. They also reminisce about a coffee cart at the office and the popularity of a lemon-scented soap, and share tips for prioritizing tasks and using small pockets of time effectively. Additionally, they express excitement for upcoming events and emphasize the importance of self-reflection.
Jul 23, 2021 • 30min
How to Get Started with Social Selling, with Dennis Mathew
Selling has always been about relationships. But on social media, this concept is generally ignored. Twitter, LinkedIn, and Facebook become the equivalent of the non-stick pan guy at the state fair, making as much noise as possible to get attention. On today’s episode, Dennis Mathew and I talk about how to create genuine, authentic social selling relationships that will benefit your customers — and you. Dennis Mathew is a social media and marketing consultant. Find him at: https://theclassicpartnership.com
Jul 21, 2021 • 10min
Imagine… Better Traction for Your Customer Experience
We talk a lot about experiences, but today is where the rubber meets the road. Literally. Continuing on our “Imagine” series, I look at a product that really hasn’t changed much in the last 70 years — tires. They’re among the most important safety features of our cars, and they're ripe for CX transformation. Because so much is riding on your tires.
Jul 19, 2021 • 37min
How to Beat Procrastination, with Neha Saxena
Neha Saxena, an expert on beating procrastination, joins the hosts to discuss the concept of procrastination, its causes, and the reasons behind it. They explore the Ayurvedic body types based on the five elements and the importance of understanding oneself. Additionally, they touch on the science fiction movie The Fifth Element and its cast, and how Ayurveda recognizes the mind-body connection.
