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. 

With a rare blend of honesty, humility, and candor, Brad shares why emotion still beats automation, why innovation must start with the basics, and why mental health and curiosity may be the most underrated drivers of modern CX teams. 

🎧 Tune in to get CX wiser. 

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 global brands using Sprinklr’s unified platform to create a single voice of the customer. 

🎧 Tune in to get CX wiser. 

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 gaps and AI missteps to organizational silos and reactive mindsets, Justin shares what’s really holding CX back and how leaders can start fixing it. 

🎧 Tune in to get CX wiser. 

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 measuring trust to designing AI workflows that serve connection, this episode is a masterclass in building CX that starts with “why.” 

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, one contextual AI interaction at a time. 

🎧 Tune in to get CX wiser. 

What happens when storytelling becomes your brand’s most powerful CX tool—and AI its amplifier? 

In this episode of CX-WISE, Amanda Whiteside, Managing Director, Global Merchant Experience, Enablement & Growth at Uber, shares how emotionally intelligent storytelling can build trust, and redefine customer relationships in a tech-driven world.

From real-time sentiment analysis to the rise of AI-powered personalization and the need for CX-savvy AI talent, Amanda explores what it takes to design CX that truly connects. 

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 VoC programs that amplify what customers love, and why small moments of joy can turn customers into lifelong fans. 

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 create experiences that customers care about. 

From bold marketing experiments to the power of analog in a digital world, Shama offers a masterclass in future-ready CX strategy—backed by real-world stories, practical advice, and a healthy dose of optimism.