Part 2 of our discussion with the amazing Sepi Saidi, founder and CEO at SEPI Inc. We pick up where we left off, starting with an honest look at our progress so far with respect to gender equality. Then we deconstruct the word “feminism” and explore what…

It’s International Women’s Day, which means it’s the perfect time for our two-part series with Sepi Saidi, visionary founder and CEO at SEPI Inc. Today we talk candidly about the challenges facing women in business today, the progress made to date, and t…

The beauty of the customer experience journey is that examples can be found almost anywhere. This week started with virtual conferences, moved through industry verticals, made a quick detour to QAnon, stopped at social community management, and finished …

Self-interest has gotten a bad rap. It’s too often confused with “selfishness,” but they’re not really the same thing. Rational, aligned self-interest can be a powerful factor in marketing and economics. Today we look at self-interest as it applies to th…

Your community managers are a critical piece of your social media efforts; they’re the nexus between your customers and your brand. Today we explore the unique value of your community managers, and how a Customer Experience Center (CXC) can supercharge t…

Today we make an unscheduled stop at QAnon. But don’t worry, we’re only visiting. Just long enough to explore the psychology that makes doomsday cults so popular and enduring. It’s a look into why humans want to be part of something bigger than themselve…

What does it mean to view your experience selling and experience marketing efforts through an industry lens? How can you redefine the narrative for specific industry verticals? Julie Sanford, GM of the Global Industry Product Group at Microsoft, joins me…

Will we ever fully return to live, in-person conferences when COVID is finally over? Sprinklr just wrapped up our annual sales conference — virtual, of course — and the experience was pretty… amazing. It has me wondering whether we’ll ever go back to an …

It’s “Mass 1:1 Marketing Week” on the CXM Experience. Four straight days where we explore this unique convergence of mass reach, with (near) one-to-one personalization. It’s the future of marketing, and it’s a must-listen. Then we wrap things up with an …

Want to exceed your revenue goals? I thought so. Today we talk with Jon Hyman, cofounder and chief technology officer at Braze, about their just-released Global Customer Engagement Review. It’s a deep dive into great customer engagement, and how it trans…

Now that you’ve discovered the billions of conversations, and used AI to classify them into something you can act on — it’s time to respond appropriately. This is the “management” piece of customer experience management. And if you’re not doing this, you…

Yesterday we learned how to discover the billions of conversations happening right now in modern channels. But then what? How can you possibly sift through those billions of conversations to find the proverbial needles in the haystack? Spoiler alert: You…