When it comes to customer experiences, oftentimes small is greater than big. In part 2 of our discussion with Tom Peters, we talk about the small changes that can have a big impact. Ultimately, it all comes down to execution, and the small courtesies tha…

Renowned author and management expert Tom Peters joins me for a two-part series on customer experience execution, the value of human connections, and the little things that can make a big difference. Today Tom and I talk about corporate amnesia, good (an…

Well, the week’s already half over. But that doesn’t mean we can’t enjoy our regular session with Neha, the Breath Yogi. And as consolation for being a tad late, we’ll leave you with not one… but two breathing exercises. Plus, a discussion about time dil…

Neha is back, with encouragement and inspiration to help you start the week right. First, some quick breathing exercises. Then we delve into the benefits of a wellness coach, and the neuroscience behind change management. See all CXM Experience podcasts …

There’s never been a better time to be a marketer. We’re experiencing the merging of mass reach with 1:1 engagement to create an unprecedented mass 1:1 capability that’s like nothing we’ve ever seen before. In this special episode from the Mediaweek Virt…

May is Mental Health Awareness Month. So, for the next four Mondays, Neha (aka, the Breath Yogi) will join me for a check in on our mental health. We’ll start with insights and encouragement to help you get through another week, and finish off with some …

Weekly inspiration, a galactic celebration, and a familiar story about absurd CX processes. Episode #124: Monday Morning Inspiration, with Neha Saxena Neha is back, and we have two flavors of inspiration for you today. First, an inspiring story to start …

Great CXM relies on technology (thank you, Sprinklr), people, and processes. And too often, stellar technology and people get tripped up by inane, pointless, outdated processes that frustrate your customers and your employees. Today we take a trip down t…

On this most galactic of holidays, we celebrate a company who has fully incorporated the May 4th ethos: LEGO. Look at their site today and you’ll see prominent May 4th branding and special Star Wars deals. The force is strong with them, but it wasn’t alw…

Neha is back, and we have two flavors of inspiration for you today. First, an inspiring story to start the week. Then an inspirational breathing exercise to spur your creativity and get your brain functioning at its full potential.

Managing through a crisis, the marketing power of dreams, and the secret ingredient in Downy fabric softener, this week on the CXM Experience. Episode #121: Managing Through a Crisis, with Neha Saxena India is currently struggling with a serious COVID ou…

Is there really any such thing as B2B selling? We’re never selling to a business; we’re selling to a business person. And that person is an actual human being, with goals, aspirations, and concerns.