Unified-CXM breaks down silos and provides a single view of your customers, enabling you to identify customer issues, and take appropriate action.

In today’s episode we look at the intersection of B2B and B2C, and how a truly unified customer experience can make your customers happier.

Today I go back to my P&G days to regale you with a story about marketing recommendations, and the gift of honest, unfiltered feedback.

In this Adweek webinar, Danny Wright and I talk about the three fundamental shifts that are transforming customer expectations.

In this MarketingProfs webinar, Valerie Witt and I explore the merging of mass reach with 1:1 engagement

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 today’s episode, Rob Harles and I take a walk in our customers’ shoes to discover how to make the customer experience human again. 

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 …

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. See all CXM Experience…

Feeling overwhelmed? You’re not alone. Today Neha and I tackle stress, provide some thoughts on how to manage a jam-packed schedule, and explain why multitasking isn’t really a thing. All of this, and a couple of breathing exercises to keep you on track.…

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 t…

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 featu…