What’s cooking in today’s episode? A little chicken, some vegetables, and a delectable story about changing your mindset. We turn up the heat as we look at when a limitation might not really be a limitation. Winner, winner. Chicken dinner! See all CXM Ex…

It’s been said you can’t have happy customers if you don’t have happy employees. I tend to agree. Diane Adams, Chief Culture & Talent Officer at Sprinklr, joins me today to talk about the power of happy employees, and why creating extraordinary employee …

We pick up this week where we left off last week, as we continue our overview of the Sprinklr Digital Customer-First Transformation System. First off, three episodes on the Capabilities Model, where we look at the “why” of digital transformation. It star…

Today we start with a look at the magic Diet Coke button, work our way through the deliciously decadent Land O’ Lakes butter, and tie it all together with some thoughts about touchstone experiences. It’s an end-of-the-week potpourri for your CX enjoyment…

We take a short break from our DCFTS series to look at StoryWorth, a remarkable service that helps you create an experience journal of your life. In this meta-episode, we unwrap an experience within an experience as we embrace the power of memorable cust…

Today we continue working our way through the capabilities model section of the Digital Customer-First Transformation System. Now that you understand outcomes and experiences, and have begun to explore some strategic use cases, it’s time to get the right…

A deeper dive into the strategic use cases that can help you determine where to start on your digital transformation journey. It’s all about listening, assessing, planning, integrating, activating, analyzing, targeting, and governing. Think of it as a ro…

Part 3 of our deep dive into the Digital Customer-First Transformation System. Yesterday we looked at the “why” of digital transformation. Today we explore the “what.” It’s all about mapping the desired company outcomes to desired customer experiences in…

We’re all about digital transformation this week (well, digital transformation and PEZ). We start with a two-part digital transformation overview with Paul Herman, VP of product marketing at Sprinklr. Then a quick side quest through the history of PEZ ca…

Change is hard. Which is why one of the biggest challenges in digital transformation is getting the various teams working together toward a common goal. In part 2 of our deep dive into a Digital Customer-First Transformation System, we look at how the Va…

If we’ve learned anything the past year, it’s that digital transformation is critical to an organization’s ongoing success. DT seems to be top of mind for most business people I talk too. The challenge is knowing how to start (or accelerate). Today, we’r…

Part character, part candy, and all collectible. It’s PEZ day on the CXM Experience as we look at the experience of their whimsical dispensers and the little candy bricks that fill them. Plus, a peek into a little-known PEZ pivot in the 1950s that ensure…