![Episode #156: The Massive Potential of Unified-CXM](https://images.ctfassets.net/ukazlt65o6hl/3MbiGcGoyGouG2WdGQEZTp/45f01d841227cb705adbc33d41e407cf/CXM-Blog-Graphic-wide-new-logo-FINAL.jpg?w=750&h=422&fl=progressive&q=70&fm=jpg)
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.
Grad Conn
September 3, 2021
![Episode #155: A Surefire Way to Make a Point](https://images.ctfassets.net/ukazlt65o6hl/3MbiGcGoyGouG2WdGQEZTp/45f01d841227cb705adbc33d41e407cf/CXM-Blog-Graphic-wide-new-logo-FINAL.jpg?w=750&h=422&fl=progressive&q=70&fm=jpg)
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.
Grad Conn
August 25, 2021
![Episode #154: The New Customer Experience, with Danny Wright](https://images.ctfassets.net/ukazlt65o6hl/3MbiGcGoyGouG2WdGQEZTp/45f01d841227cb705adbc33d41e407cf/CXM-Blog-Graphic-wide-new-logo-FINAL.jpg?w=750&h=422&fl=progressive&q=70&fm=jpg)
In this Adweek webinar, Danny Wright and I talk about the three fundamental shifts that are transforming customer expectations.
Grad Conn
August 9, 2021
![Episode #153: How the World’s Greatest Brands do Mass 1:1 Marketing](https://images.ctfassets.net/ukazlt65o6hl/3MbiGcGoyGouG2WdGQEZTp/45f01d841227cb705adbc33d41e407cf/CXM-Blog-Graphic-wide-new-logo-FINAL.jpg?w=750&h=422&fl=progressive&q=70&fm=jpg)
In this MarketingProfs webinar, Valerie Witt and I explore the merging of mass reach with 1:1 engagement
Grad Conn
August 6, 2021
![Episode #152: Brand Authenticity in the Age of Technology, with Rob Harles](https://images.ctfassets.net/ukazlt65o6hl/3MbiGcGoyGouG2WdGQEZTp/45f01d841227cb705adbc33d41e407cf/CXM-Blog-Graphic-wide-new-logo-FINAL.jpg?w=750&h=422&fl=progressive&q=70&fm=jpg)
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.
Grad Conn
August 4, 2021
![Episode #151: How to Humanize the Customer Experience, with Rob Harles](https://images.ctfassets.net/ukazlt65o6hl/3MbiGcGoyGouG2WdGQEZTp/45f01d841227cb705adbc33d41e407cf/CXM-Blog-Graphic-wide-new-logo-FINAL.jpg?w=750&h=422&fl=progressive&q=70&fm=jpg)
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.
Grad Conn
August 2, 2021
![Episode #150: The Contact Center Revolution](https://images.ctfassets.net/ukazlt65o6hl/3MbiGcGoyGouG2WdGQEZTp/45f01d841227cb705adbc33d41e407cf/CXM-Blog-Graphic-wide-new-logo-FINAL.jpg?w=750&h=422&fl=progressive&q=70&fm=jpg)
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 …
Grad Conn
July 30, 2021
![Episode #149: Imagine… If We Truly Think Different](https://images.ctfassets.net/ukazlt65o6hl/3MbiGcGoyGouG2WdGQEZTp/45f01d841227cb705adbc33d41e407cf/CXM-Blog-Graphic-wide-new-logo-FINAL.jpg?w=750&h=422&fl=progressive&q=70&fm=jpg)
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…
Grad Conn
July 27, 2021
![Episode #148: Managing Your Energy to Avoid Burnout, with Neha Saxena](https://images.ctfassets.net/ukazlt65o6hl/3MbiGcGoyGouG2WdGQEZTp/45f01d841227cb705adbc33d41e407cf/CXM-Blog-Graphic-wide-new-logo-FINAL.jpg?w=750&h=422&fl=progressive&q=70&fm=jpg)
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.…
Grad Conn
July 26, 2021
![Episode #147: How to Get Started with Social Selling, with Dennis Mathew](https://images.ctfassets.net/ukazlt65o6hl/3MbiGcGoyGouG2WdGQEZTp/45f01d841227cb705adbc33d41e407cf/CXM-Blog-Graphic-wide-new-logo-FINAL.jpg?w=750&h=422&fl=progressive&q=70&fm=jpg)
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…
Grad Conn
July 23, 2021
![Episode #146: Imagine… Better Traction for Your Customer Experience](https://images.ctfassets.net/ukazlt65o6hl/3MbiGcGoyGouG2WdGQEZTp/45f01d841227cb705adbc33d41e407cf/CXM-Blog-Graphic-wide-new-logo-FINAL.jpg?w=750&h=422&fl=progressive&q=70&fm=jpg)
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…
Grad Conn
July 21, 2021
![Episode #145: How to Beat Procrastination, with Neha Saxena](https://images.ctfassets.net/ukazlt65o6hl/3MbiGcGoyGouG2WdGQEZTp/45f01d841227cb705adbc33d41e407cf/CXM-Blog-Graphic-wide-new-logo-FINAL.jpg?w=750&h=422&fl=progressive&q=70&fm=jpg)
We’re finally getting around to an episode on… procrastination. Neha and I explore why we put off those things we know we should be doing. And we start it all with an invigorating breathing exercise that will give you the energy to tackle those tasks you…
Grad Conn
July 19, 2021