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
Jul 16, 2021 • 15min
Imagine… an Exceptional Hotel Experience
A recent Forrester study found that 82% of decision makers say that CX is a top priority. But that same study found that most brands are struggling to know where to start. To help kickstart this process, we’re introducing a multi-part series I’m calling “Imagine” — a creative look at how brands could fully embrace CX. We start the series with a look at hotels, and some imaginative ways they could completely transform the customer experience.
Jul 12, 2021 • 38min
It’s Hard to be Humble, with Neha Saxena
Neha Saxena, business leader and The Breath Yogi, talks with the host about the rare combination of humility and confidence in high-performing CEOs. They explore strategies for cultivating humility and the importance of self-reflection. The conversation also delves into overcoming fear, the epidemic of busyness, and the role of breathing in self-discovery.
Jul 7, 2021 • 17min
Waiting is the Hardest Part
As Carrie Fisher once said, the problem with instant gratification is that it takes too long. Let’s face it — we don’t like to wait, especially when using an app or a website, where even a short wait can feel like eons. Today we talk about the importance of managing wait times, and dig into past, present, and future online strategies that can improve the customer experience.
Jul 5, 2021 • 20min
Check your Attitude, with Neha Saxena
In this podcast, Neha Saxena, a breath yogi, discusses the importance of attitude and how it can affect customer experiences. They introduce the IPO breath, a technique for calming down in stressful situations. They also talk about navigating poor customer service with emotional intelligence and share a breathing hack for managing stress and frustration. The lasting impact of negative customer experiences is explored, highlighting the importance of treating others kindly.
Jul 2, 2021 • 13min
Back to the Workplace
I’m back in New York (at least for a while), and back in the office — a real-life, physical office — for the first time in more than a year. And I’m certainly not the only one going through this change. So, what will the new office experience be like? How does the office change as we take what we’ve learned from working at home, and bring that back into the workplace? Today we talk about redefining our corporate work spaces.
Jun 29, 2021 • 14min
How to Reimagine the Retail Experience
It’s bargain basement day on the CXM Experience as we look at two recent brick-and-mortar retail adventures. Both positive (or, at least, mostly positive), and both excellent examples of the value of the shopping and checkout experience. It doesn’t have to be fancy, as long as you put the customer first.
Jun 25, 2021 • 12min
Why Values, Identity, and Moments Matter
Today is all about VIM and vigor. Well, maybe not the “vigor” part. But definitely VIM. It stands for Values, Identity, and Moments. And it’s a different way to connect with your customers in order to find the people you should be talking to. The signals are out there. All you need to do is look for them. Plus, a quick review of my amazing customer experience at a venerable, New York retail establishment.
Jun 21, 2021 • 46min
Celebrating Pride Month, with Neha Saxena
Neha (the Breath Yogi) joins me for a Pride Month celebration, and a discussion on sexual identity. Plus, two breathing exercises to kick off the week. Follow Neha at: https://www.instagram.com/thebreathyogi/
Jun 18, 2021 • 25min
How to Use Data to Influence Change, with Nick Nunes
You can be the smartest person out there. But if you don't have stakeholder management skills, it's going to be tough for you to affect real change. Nick Nunes is back for part 2 of our discussion about the power of data, and how to use it to influence your organizations. Nick Nunes is a classically-trained PR strategist and marketer who found his true calling in the digital world. Follow him on Twitter: twitter.com/NickNCanada or LinkedIn: www.linkedin.com/in/nicknunes/
Jun 16, 2021 • 27min
How to Turn Your Modern Care Organization into a Profit Center, with Nick Nunes
Far too many customer care centers still rely on antiquated 800-numbers for customer engagement. It’s time to rethink your care organization and transform it from a cost center to a profit center. Nick Nunes, Social Media Director at BMO, joins me for a look at modern customer care. Plus, we share some CX examples — good and bad — for your listening enjoyment. Nick Nunes is a classically-trained PR strategist and marketer who found his true calling in the digital world. Follow him on Twitter: twitter.com/NickNCanada or LinkedIn: www.linkedin.com/in/nicknunes/
