Improving Customer Experience in a Age of Siloed Corporate Systems

Great podcast from my friend Ragy Thomas, CEO of Sprinklr. In this interview, on behalf of all people at large companies that deeply care about their customer, Ragy is “declaring war” on the 5 common enemies of customer engagement:

  1. Disjointed Data;
  2. Siloed Teams;
  3. Disparate Processes;
  4. Point Solution Tools; and
  5. Unintelligent Technology.

Ragy also does a nice job of defining the problem he is trying to solve, which is:

How do you as a large company manage your customer experience across your entire company?

According to CXOTalk:

Marketing’s future is digital, personal, and social. Ragy Thomas founded Sprinklr, a startup unicorn and social media management system that spans from Facebook to Pinterest, and from marketing to customer care. Tune in for his insights on how to wrangle social into an effective marketing channel without creeping out your customers.

Ragy is a technology visionary, entrepreneur, and investor who has played an instrumental role in the evolution of two business-critical channels for the enterprise: social media and email. As founder and CEO of Sprinklr – the world’s most complete enterprise social technology serving more than 1,000 enterprise brands globally – he is empowering companies to re-imagine their customer-facing operations to manage consumer experiences across every touch point.

Prior to founding Sprinklr, Ragy was the president of Epsilon’s (NYSE:ADS) Interactive Services from 2006 to 2008, and the CTO of Bigfoot Interactive, an email marketing leader that Epsilon acquired in 2005.