CX-WISE By Sprinklr

From helping sell one of the first online plane tickets in the late 90s to leading customer intelligence at Caesars Entertainment today, Brad Jaehn has lived every recent major digital shift up close. In this episode of CX‑WISE, Brad breaks down what decades of disruption, from early e‑commerce to mobile ordering to AI, have taught him about what really creates exceptional customer experience.  Wi...

In this CX-WISE episode, Nathan Bennett talks with Nathan Townsend (SAMY) and Alberto Romano (Diageo) about how foresight and social intelligence help brands see the signals and seize the moments that matter. From cultural trends to commerce and co-creation, learn how global brands stay relevant in a world of infinite conversations.  🎧 Tune in to get CX wiser. 

What does it take to deliver extraordinary customer experiences in a hyperconnected yet disconnected world?  In this episode of CX-WISE, Rory Read, CEO of Sprinklr, unpacks the future of CX and why trust, unification, and AI-driven insights are the keys to transformation.  From rebuilding trust at scale to balancing efficiency with empathy, Rory shares leadership lessons and real-world examples of...

Why do so many CX strategies fall short even when brands think they’re doing everything right?  In this episode of CX-WISE, host Nathan Bennett sits down with Justin Robbins, Founder & Principal Analyst at Metric Sherpa, to unpack  The CX Confidence Disconnect  — a Sprinklr-commissioned report revealing 10 critical gaps between what brands believe and what customers experience.  From trust gap...

What if scaling CX wasn’t about budget but about agility?  In this episode of CX-WISE, Bryant Richardson, CX strategist and transformation expert, joins host Nathan Bennett to explore how small and midsize businesses can scale customer experience without enterprise-level budgets.  🎧 Tune in to get CX wiser. 

In this CX-WISE episode, Vincent Lacsamana, Founder & CEO of Premium Blend Consulting, shares why purpose, not platforms, is the true starting point for meaningful customer experience transformation.  Drawing from his journey as a minimalist, a B Corp founder, and a Sprinklr veteran, Vincent reveals how purpose-led consulting can unify teams, activate trust, and make CX truly human. From measu...

What if your favorite brand could solve your problem before you even asked? In this episode of CX Ys, host Nathan Bennett sits down with Yogin Patel, VP of AI Engineering at Sprinklr, to unpack the game-changing protocol behind it all: MCP (Model, Context, Protocol). From toy robot analogies to real-world telecom and marketing use cases, Yogin breaks down how MCP is reshaping customer experience,...

Think AI is plug-and-play? Think again. In this CX-WISE episode, Michael Bair, Customer Experience Executive and Founder, Bair Consulting, reveals why treating AI like a team member, not a tool, is the key to customer experience success.   Deriving from his experience scaling startups to Fortune 50 leadership, Michael reveals why AI in CX needs daily care, not blind trust. Discover how to build Vo...

What happens when AI becomes your customer’s first point of contact—and their most trusted advisor?  In this episode of CX-WISE, Shama Hyder, founder and CEO of Zen Media, breaks down the next evolution of customer experience: from B2B and B2C to A2A—Agent to Agent. She shares how AI is reshaping expectations, why dark social is changing how we measure engagement, and what it really takes to creat...

What does it really take to turn digital noise into meaningful action? In this episode of CX-WISE, Seana Siekman, VP of Analytics and Optimization at Athena Global Advisors, shares how leading brands can move beyond reactive care and start using social intelligence as a strategic advantage. From crisis response to competitor benchmarking, Seana breaks down how to build a proactive listening cultur...

Sprinklr CTO Amitabh Misra reveals how agentic AI will revolutionize customer experience in the next 5 years, transforming everything from e-commerce to customer feedback into seamless conversational interactions. Discover why brands must deliver "luxury experience to every single customer" and how unified omnichannel platforms are becoming essential for survival in the AI-driven future...

Why do some brands have die-hard fans while others barely get a second glance? In this episode of the CX-WISE podcast, Christina Garnett unpacks the secrets behind building true brand love—from emotional loyalty to unforgettable customer experiences.

What does it take to create emotional connection in CX and drive long-term customer retention? CX expert Eli Weiss shares real-world case studies and CX strategies that blend personalized service techniques with honest, human interactions. Tune in to explore the future of customer experience and how brands can elevate the digital customer journey through authenticity and innovation.  

Customer experience expert Brad Cleveland joins Nathan Bennett to share insights from his decades of consulting with top organizations worldwide. Brad reveals why simplicity in CX leads to extraordinary business results, how contact centers should prepare for AI transformation, and what flying a historic Spitfire taught him about innovation. Discover practical frameworks for enhancing CX strategy,...

How do marketing, culture, and AI reshape customer experiences today?  In this episode of CX-WISE, Joy Corso , Chief Administrative Officer at Sprinklr, breaks down the messy reality of building customer connections. With 25 years of leadership at companies like Vonage and AMD, she cuts through the noise about technology and human interaction.  Joy tackles how organizations can create customer exp...

In today’s CX world, it's easy to fall into the trap of rigid, formulaic approaches that focus more on checking boxes than delivering real value. Enter Adrian Swinscoe , bestselling author and CX leader, who’s bringing a much-needed shake-up with his 'Punk CX' philosophy. Just as punk music broke all the rules in the ‘70s, Swinscoe challenges the status quo, encouraging brands to rethi...

How are AI and creative strategies reshaping brand building on LinkedIn, and how can organizations build meaningful connections beyond their employee networks?  In this engaging episode of CX-WISE, Lisha Perez , Partnership Lead at the B2B Institute (LinkedIn's think tank), shares her expertise on transforming brand presence and customer care in the digital age.  Learn how brands can expand th...

What does the future of customer feedback look like in an AI-driven world, and how can brands transform unstructured data into meaningful customer experiences? In this insightful episode of CX-WISE, Lou Reinemann , Research Director at IDC for Voice of Customer, explores the evolution from traditional surveys to sophisticated customer listening programs. Discover how direct, indirect, and inferred...

What does customer experience look like across the globe, and how can brands break cultural and language barriers to resonate with diverse audiences? In this insightful episode of CX-WISE, Dennis Wakabayashi, the global voice of CX, explores the key elements that shape customer experience in different countries.  Discover how empathy, cultural intelligence, and GenAI are transforming customer inte...

What will customer experience look like in 2025 and how can your brand stay ahead of the curve in a rapidly changing landscape? In this special analyst edition of CX-WISE, Sheila McGee-Smith, a leading expert in customer experience and Founder of McGee-Smith Analytics, dives into the most pressing CX disruptions on the horizon.   Discover how AI, conversational technologies and data-driven persona...

How can brands turn everyday social media interactions into stories that build loyalty and improve customer experience?    Digital marketing expert, Brooke B Sellas , discusses how brands can level up their customer experience through innovative social care strategies. Brooke shares how to use customer care not just as a way to respond to issues but as a proactive tool for attracting new customers...

How are brands using AI and Generative AI to create intuitive and intelligent customer experiences to drive real impact?    In this special analyst edition of CX-WISE,  Sudhir Rajagopal , an industry veteran and Research Director at IDC for CXM, offers practical strategies for leveraging omnichannel, edge analytics and GenAI to enhance customer journeys.    Learn how AI can help your brand dive in...

If AI means “average information” and “assume to be incorrect”, how do you actually derive meaningful content from it?  Digital Marketing Leader, Andy Crestodina and our host Nathan Bennett explore how AI can give you that breakthrough moment, transforming the way you approach content creation at scale.  Learn how AI can provide you with effective strategies to optimize your content, improve its r...

Want to make the most of AI and technology to show your customers you truly care?  Join Neal Schaffer and Nathan Bennett in this episode of CX-WISE for practical tips on using AI to enhance your customer service and marketing strategies.  Learn how to craft CX-critical content that aligns with the customer journey and apply predictive analytics to gain deeper insights into your audience.  Together...

Many brands claim to have a deeper understanding of their customers' experience than ever before, but how can they be sure of it?  CX Leader, Bill Price , and Nathan Bennett discuss the state of customer experience today and how to determine if customers are happy campers or silent sufferers.  As Amazon's first Global VP of Customer Service, Bill shares his insights on the company’s ‘custo...