Chief Customer Officer, Sprinklr
Search every verified Scott Harvey interview, podcast appearance, and on-the-record quote — each transcript cross-checked by AI and human review to confirm speaker identity. Scott Harvey, Chief Customer Officer at Sprinklr, appeared on the Tech Sales Insights LIVE podcast on October 17, 2024. During the episode, Harvey described Sprinklr as having a "phenomenal AI-driven customer experience platform" that unifies channels including social media, mass media, digital channels, and voice. He stated that the company generates approximately $750 million in revenue and serves around 2,000 customers, including 81 of the Fortune 100. Harvey said Sprinklr is shifting its sales focus from director-level buyers to C-suite executives such as CMOs, CIOs, CDOs, CCOs, and CROs. Harvey discussed outcome-based selling, which he defined as understanding a customer's priorities and mapping capabilities to their desired business outcomes to become a "strategic consultative partner." He emphasized the importance of outbound prospecting, noting that inbound pipelines have "dried up" and that direct phone calls often yield better connections than emails. Harvey also highlighted the role of revenue operations (RevOps) in providing real-time data insights and enabling cross-functional collaboration, and he described value selling as extending into post-sales by helping customers realize ongoing value. He identified resistance to change as the biggest challenge in sales teams and suggested that highlighting top performers can help drive adoption of new strategies.
“Sprinklr has a phenomenal AI-driven customer experience platform that unifies all channels—from social to mass media to digital channels to voice—creating an orchestrated system of action to market, sell, and service customers with personalized engagement.”
“Currently, Sprinklr is generating about $750 million in revenue with around 2,000 customers, including 81 of the Fortune 100 brands, focusing primarily on the Global 2000 enterprise segment.”
“We are shifting our sales focus from director-level buyers to C-suite executives such as CMOs, CIOs, CDOs, CCOs, and CROs to better align with strategic business outcomes.”
“Outcome-based selling means deeply understanding the customer's priorities and key initiatives, mapping your capabilities to their desired business outcomes, and becoming a strategic consultative partner rather than just a vendor.”
“If you can demonstrate to a CFO how partnering with Sprinklr will help generate revenue and save money, that becomes a huge differentiator compared to just selling technology features.”
“In today's market, outbound prospecting is critical because inbound pipelines have dried up; making direct phone calls often results in better connections than emails, which frequently bounce.”
“Value selling extends beyond the sales cycle into post-sales by enabling customers to realize ongoing value, championing their success, and providing tools to communicate that success internally, which drives renewals and upsells.”
“Revenue operations (RevOps) is essential for providing real-time data insights, forecasting revenue accurately, and enabling cross-functional collaboration to drive business success.”
“Winning in sales is a team sport; success depends on all go-to-market functions working selflessly together in service of the customer, because when the customer wins, we all win.”
“The biggest challenge in sales teams today is resistance to change; highlighting and learning from top performers who consistently exceed targets helps drive adoption of new strategies and behaviors.”
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