CX-WISE By Sprinklr

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 interactions, and how brands can adapt their strategies to build meaningful, cross-cultural relationships.  Tune in to learn how global brands can create a unified CX offering that appeals to a diverse, interconnected world

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 personalization are transforming customer journeys, and why organizations must adopt a forward-thinking approach to thrive in CX.   Tune in to know the top CX disruptions of 2025 and how your brand can leverage AI and cutting-edge technologies to deliver exceptional, future-ready customer experiences.

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 and telling your brand's story.   She dives into real-world examples of brands using social media to connect with customers on a deeper level, building stronger relationships and turning active followers into loyal advocates.   Words of Wisdom from Brooke: “Why does so much content sound the same these days? It’s because people are relying on AI to tell their story. AI is great for creating commodity-type content, but don’t let it be the voice behind your story.”  Tune in for a conversation about how great CX can drive both customer loyalty and business success!  P.S. Keep an ear out for your chance to win a free copy of Brooke’s book, “Conversations That Connect”

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 into millions of conversations to find powerful insights and create experiences customers love.    Words of Wisdom from Sudhir: "30% of CX executives believe that expanding data complexity will determine how they define their future CX strategy. And what that means is you have AI and automation sort of driving this need for change, both in terms of how experiences are designed and how customers then consume that experience.”   Tune in to learn more about the top 5 technology initiatives for the future of contact centers and why they’re important!    P.S. Discover key insights on AI adoption and lean marketing in our report with IDC.

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 ranking and ensure that you meet customer expectations at any stage of their journey.  Words of Wisdom from Andy: "Instead of relying on traditional content style guides, create a custom-trained GPT that embodies your brand's voice. Upload your articles, e-books and creative briefs that reflect your brand’s essence. Let the GPT generate a dynamic style guide. Your team can then easily draft or revise content to align with your tone which is far more effective than a static PDF.”   Tune in to learn more about the latest experiments in AI-driven content marketing!  P.S. Keep an ear out for your chance to win a free copy of Andy’s book, “Content Chemistry.”

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, they discuss how brands can authentically engage with people through user-generated content and build sustainable influencer marketing plans. Neal also shares his real-world experiences as a Fractional CMO.  Words of Wisdom: "There’s a concept I like to call 'AI on the inside, human on the outside.' No matter how much AI you use behind the scenes, as long as the outward experience is 100% human, that's where you'll get the biggest bang for your buck." - Neal Schaffer  Tune in to learn more about CX-first digital marketing strategies!  P.S. Keep an ear out for your chance to win a free copy of Neal’s latest book, “Digital Threads”

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 ‘customer ecstasy’ culture and his real-life experience on using text analytics to enhance customer service long before AI came onto the scene.  Find out how Bill advocates for agent assist to free up frontline employees, allowing them to focus more on personalized customer interactions and less on routine tasks. Discover how AI can be used to remember and predict customer preferences to better meet their needs. Words of Wisdom: “The state of CX today is disconnected because companies are looking at reports, averages, and high-level trends, often reviewed infrequently, rather than being on the front lines listening to customers.“ - Bill Price  Tune in to gain CX wisdom on how modern-day customer behaviors are changing and learn how to adapt your strategies to stay ahead.

How much AI is too much in customer experience, especially when companies aren't upfront about using it?  CX and Marketing Expert, Brianna Langley, and our host Nathan Bennett take you through the essential steps of crafting AI policies that foster customer trust in brands.   Brianna shares real-world examples on crafting brand stories that portray customers as heroes and offers guidance on adopting a holistic approach to AI-driven customer experiences.  Learn about the impact of frontline employees on customer interactions and why humanizing digital touchpoints is essential. Discover effective ways to responsibly share and utilize customer data to build brand loyalty.  Words of Wisdom: “AI is never the end-all-and be-all of customer experience. Because at the end of the day, people love to hear stories of people. And that's what connects all of us and makes us different than the robots.“ - Brianna Langley  Tune in to gain insights into why customer experience is crucial in the waste management industry and how AI can elevate CX.

Want to make your brand feel more human and real in an AI-obsessed world?  Join Scott Monty and our host, Nathan Bennett, on this episode of CX-WISE for proven strategies on how to humanize your brand and deliver exceptional customer experiences.  Learn how AI can enhance the human touch in CX, rather than replacing it. Scott explores the importance of infusing humor and personality into AI-driven customer interactions.  Together, they discuss how brands can build trust by leveraging human connections and authenticity in the age of commercialized influencer relationships. Scott also shares real-world experiences from his time leading Ford's social media team.  Words of Wisdom: "Brands with emotional intelligence acknowledge the human aspect in customers, share humor, and show empathy." - Scott Monty  Tune in for actionable insights and inspiring anecdotes that will up your CX game in the digital age!

Want to be an AI-savvy marketer but unsure of how to deliver results?  Join Mike Kaput and Nathan Bennett, on this episode of CX-WISE for actionable tips to thrive in the AI-driven marketing landscape.  They cover everything from the must-have AI tools for marketers to why responsible AI is crucial for businesses. Tools discussed: Claude 3 Opus, Google Gemini , Opus Clip  Plus, they chat about how AI agents are becoming a reality in customer service and the cool features of ChatGPT-4 Vision.  Words of Wisdom: “No matter what output you get from any of these AI tools today, in any context, you absolutely must have a human always there checking everything. People are very misguided if they think they can replace all the humans in the loop, especially when it comes to navigating relationships with your customers, absolutely not.”- Mike Kaput.  Tune in to learn how to prioritize AI marketing use cases that impact your business.  P.S. Keep an ear out for your chance to win a free copy of Mike’s book, “Marketing Artificial Intelligence“

Are brands letting go of the heart of customer experience?  CX leader, Ian Golding and our host Nathan Bennett take you on a journey through this episode of CX-WISE, uncovering the secrets behind the timeless magic of yesteryears and sheds light on why today's businesses struggle to revive it.  Discover why 'human-like' brand interactions fall short and how to simplify your CX strategies. Through relatable anecdotes and practical insights, Ian navigates the real-life challenges faced by professionals and organizations striving for CX excellence.   Words of Wisdom: “The problem with technology is the motivation for adopting it. Technology should be used to enable interaction better. What I don't believe it should be used to do is to replace that human-to-human interaction as the customer will always be a human.”- Ian Golding.  Tune in to get a mix of inspiring stories and perhaps a few "aha!" moments that could change how you view customer experience.  P.S. Keep an ear out for your chance to win a free copy of Ian’s book, “Customer What?” which would be helpful over the years.  P.P.S. Watch out for a BBC series star featured!

According to business growth and customer experience strategist, Jay Baer, customer experience is the best marketing that brands can do for themselves.   In this episode of CX-WISE, Jay dishes out the details on how brands can achieve word-of-mouth marketing through exceptional CX. It's the perfect starting point for brands wanting to make their presence felt on short-form content platforms like TikTok and Instagram.    From breaking down the process of creating talk triggers to busting the myth that AI sets a brand apart, Jay covers everything you need to craft a solid CX and marketing strategy.    Jay and Nathan (our host) also provide insightful solutions for brands to bridge the gaps of uncertainty in customer experience journeys. More than just imparting wisdom, they share many compelling real-world examples of how brands are successfully doing all of this today.     Tune in to get CX-WISER!    P.S.- Listen closely for your chance to win a free copy of Jay’s book.

Uncover the hidden challenges that lie beneath the surface of customer experience management with Jeff Sheehan — as he draws parallels between a finely-tuned internal CX program and the composure of an army pilot in flight.    In this episode of CX-WISE, our host, Nathan Bennett, delves into a compelling conversation with Jeff, who is a 25-year veteran in the field of customer experience.     Jeff and Nate discuss the nuances of customer experience and customer experience management. They share insightful solutions on how brands can bridge the gaps in their customer experience journeys.     Beyond that, Jeff shares his insights on navigating the fine line of AI-driven personalization to avoid any unsettling experiences. He also talks about WHY and HOW the expectations of customer experience differ based on geographical locations.    Tune in for a rich discussion on enhancing the customer experience!  P.S- Make sure to listen closely for your chance to win a free copy of Jeff’s book.

Have you ever considered customer and employee experience as a balancing act between the logical side (all the brainy stuff like analytics and management) and the emotional side (the feelings and perceptions)?     And how do brands actually find the right balance between the serious, analytical side and the touchy-feely, emotional side of these experiences?   In this episode of CX-WISE, our host, Nathan Bennett, engages in a thought-provoking conversation with the distinguished Nate Brown. Together, they unravel the intriguing concept that CX and EX are a fusion of science and art.     Nate shares his wisdom on achieving great CX by creating a sense of psychological safety for everyone involved in your business. He also talks about WHY and HOW the frontlines of customer experience are the 'knowledge curators'.   Unearth the valuable insights Nate Brown gained from pickleball, drawing unexpected parallels with employee experience. This narrative provides a fresh and relatable perspective that leaves you with practical lessons to apply in your own professional journey.    P.S.- Make sure to listen closely for your chance to win a free copy of Nate’s recommended book.

Are you up for creating a CX culture that not only delights your customers but also champions your agents' mental well-being?  In this episode of CX-WISE, our host Nathan Bennett engages in an insightful conversation with renowned CX Expert, Annette Franz. From addressing mental health concerns in contact centers to dispelling common misconceptions about customer experience, Annette's expertise will inspire you to navigate the complexities of the modern CX world, one step at a time.    Annette also shares her practical advice for leaders on fostering a human-centric culture for CX success, revealing the crucial CX metrics that truly signal progress.    Tune in to gain a fresh perspective on CX, filled with real-world anecdotes and actionable tips. It's a journey that bridges the gap between Annette’s life on the farm and current CX challenges.    P.S- Make sure to listen closely for your chance to win a free copy of Annette’s book - “Built to Win: Designing a Customer-Centric Culture that Drives Value for Your Business"

Your sustainable travel aspirations are now powered by AI/ML. How awesome is that?    In this episode of CX-WISE, we dive into the exciting world of AI-driven travel experiences, featuring the insights of CX experts Grant Hartanov and Buddy Waddington. They discuss how brands can strike the perfect balance between technological efficiency and the human touch to improve their traveler experience, alongside our host Nathan Bennett.    From self-serve options to automated trip planners, Grant and Buddy's wisdom will inspire you to explore the world responsibly, one AI-enhanced adventure at a time.    Grab your headphones and hit play to get to know the latest CX personalization trends, potential risks and rewards with Gen AI and factors that are shaping the future of customer experience in travel.    Tune in now and let your CX take-off!

Want to generate some serious buzz for your brand?  So how can you craft those unforgettable customer experiences that get people raving about your brand?  In this episode of CX-WISE, our host Nathan Bennett engages in an insightful conversation with renowned CX Expert, Dan Gingiss. From crafting memorable moments to sparking organic sharing, Dan breaks down his W.I.S.E.R approach – witty, immersive, shareable, extraordinary and responsive – that empowers brands to stand out in today's competitive market.   With practical tips and real-world examples, Dan's wisdom offers a valuable formula for captivating customers and fostering positive word-of-mouth. Discover how a little extra effort can turn ordinary interactions into remarkable experiences.   So, grab your headphones and hit play to get CX-wiser. Tune in now!   P.S- Make sure to listen closely for your chance to win a free copy of "The Experience Maker: How to Create Remarkable Experiences That Your Customers Can’t Wait to Share"

In the metrics-driven CX industry, it’s crucial to remember that humans matter more than KPIs.   But how do you successfully build a human-centered CX approach while also increasing the ROI of your business?   In this episode of CX-WISE, our host Nathan Bennett engages in a thought-provoking conversation with CX and Healthcare Strategist, Sally Mildren.   Sally is the CEO and Managing Partner of Boss Lady Consulting and ClarityPX. Over 20 years, she has worked as an executive leader in marketing, engagement, and customer experience. And created strong ROI and growth while building CX and brand for Fortune 50 companies, health systems and non-profits.  Gain the nuggets of wisdom as they explore the pivotal role of organizational habits in shaping exceptional CX, the transformative potential of purpose-driven work beyond outcomes, effective ways to leverage the voice of the customer in refining CX strategy and so much more!    So, grab your headphones and hit play to get CX-wiser. Tune in now!   P.S- Make sure to listen closely for your chance to win a free copy of "Compassionomics: The Revolutionary Scientific Evidence That Caring Makes a Difference”

Transform digitally or risk relevance. In the world of rapid innovation, one thing is clear: what works today won't be enough to win over tomorrow's digital customers. So, how should brands and marketers arm themselves to deliver dynamic and personalized experiences that customers desire? In this episode of CX-WISE, our host Nathan Bennett speaks with Digital Transformational Influencer, Howard Tiersky, to unearth expert insights on: 📖 Leveraging brand stories for personalized CX 💌 Inspiring customer love 😣 Overcoming real-world struggles with tech adoption ✅ Targeted marketing with AI for great CX And so much more! Tune in to learn how to propel your brand towards digital success. P.S- Make sure to listen closely for your chance to win a free copy of Howard's latest book,"Winning Digital Customers: The Antidote to Irrelevance."

In this episode of CX-WISE, our host Nathan Bennett brings you an interesting conversation with the CX maestro Vincent Washington. Prepare to be blown away as they discuss the power of leadership accountability on CX, the role of company culture on customer experience, and how to foster a care-centric culture that puts empathy, compassion, and the mental health of agents first and more!    Vincent has been a CX influencer, donning many hats in his career, from managing social media at UPS to leading customer experience management at Sprinklr. But what's even more intriguing is how Vincent's early stint as a store manager influenced his CX philosophy and vision. This is one episode you won't want to miss!    So, grab your headphones and get ready to be inspired as Nathan and Vincent drop some CX truth bombs. Tune in now!