We're all about digital transformation this week (well, digital transformation and PEZ) We start with a two-part digital transformation overview with...

Most of us spend the beginning of a new year – and much of our lives – thinking about what’s next Wanting to get into college Then a job Then a...

For centuries, the relationship between companies and people was purely transactional Companies would produce and promote a product that customers...

If the pandemic has made one thing clear, it’s that the only constant is transformation Consumer behavioral shifts are perpetual and brands that...

When I first began advising businesses some years ago, I noticed what I thought was a “data gap” Marketing, sales, customer success, and product...

Are you ready for the new customers who are going to change the way you do business You know who they are and most likely think you understand...

Perspective is a function of experience As I get ready to celebrate another trip around the sun, I reflect on the highs and lows of this year...

For CMOs 2021 will be a rocky follower to roaring 2020 Expect another year of reduced media expenditures, scanty teams, lean tech and agency partner...

One of the most essential principles of the customer experience is so stupidly simple that it’s almost invisible It’s that there are three basic...

In 2021, the pandemic will affect customer experiences and the CX profession even more than it has in 2020, especially in terms of trust, safety, and...

Congrats on getting your customer experience (CX) or customer service improvement initiative off the ground Nothing could be more essential in...

Key Insights Embrace the moment and learn from it for future challenges Traits like listening and empathy are vital now Clarity of...

Once upon a time, in a land far, far away, only wizards and fairies had magic wands and customer expectations were easy to anticipate Now, come...

In planning for Black Friday 2020, there are things we know and things we don’t know But one of the benefits of operating in the performance...

Changing expectations Sprinklr recently hosted a webinar to discuss what crisis management would look like in the ‘new normal’ COVID...