Rory Read on artificial intelligence

In this episode of CX-WISE, Rory Read, CEO of Sprinklr, reveals what it takes to deliver extraordinary customer experiences in today’s hyperconnected world. From AI hype vs. reality to the leadership mindset required for bold CX transformation, Rory shares: Why unified customer experience is the next big differentiator for global brands. How Sprinklr’s native AI platform empowers enterprises to link social, digital, and contact center data for a single voice of the customer. Practical strategies for balancing efficiency with empathy in an AI-driven era. Why trust accelerates execution and how leaders can rebuild it at scale. Whether you’re a CX strategist, digital leader, or enterprise executive, this episode offers actionable insights on riding the next technology wave without losing the human connection. ⏱️ Chapters Chapters 0:00 Introduction 0:27 Introduction to Rory Read 1:34 What makes CX extraordinary? 3:21 How Sprinklr is a native AI platform for unification of CX 4:33 Hyperconnected yet disconnected world: The paradox 6:39 How to increase quality of customer engagement 8:34 Pressing issues business leaders face today 11:24 Building trust in a fragmented world 14:27 How can leaders win team trust? 17:19 Sprinklr’s native AI advantage 20:06 Real-world Sprinklr customer stories 25:02 AI – the hype vs. reality 28:47 Leadership mindset for CX transformation 33:34 Final thoughts: Momentum and the future of CX This is your introduction to the power of Unified-CXM and Sprinklr's AI capabilities in transforming your brand's customer experience. Rory argues that the winners in 2026 and beyond will be the brands that cut through the noise, unify every customer touchpoint and use AI to turn fragmented interactions into a single, human understanding of their customers. Find out more in this blog: https://www.sprinklr.com/blog/cx-mand.... About CX-WISE: Launching CX-WISE, an editorial series to raise the bar for customer service & beyond. http://ms.spr.ly/6053oIpMV Get ready to level up your customer experience game with CX-WISE! Whether you're a seasoned pro or just starting, our community of CX professionals will give you all the tools you need to tackle any challenge. We'll dish out practical insights, actionable strategies, and a ton of witty banter to keep you on your toes. Join us and share your own experiences, because together we'll break through the clutter and supercharge your customers' experiences. Don't believe us? Check out our first edition of CX-Wise and see for yourself. http://ms.spr.ly/6054oIpMn 🎧 More from CX-WISE http://ms.spr.ly/6052tCkpj Additional Resources: AI, Trust, and the New Customer: Marketing’s Mandate for Reinvention: http://ms.spr.ly/6054tCkpe Customer Experience Management Guide: http://ms.spr.ly/6055tCkp5 Why Your Customers Don’t Trust You (as Much as You Think): http://ms.spr.ly/6056tCkpg Three Pillars That Will Keep Your Brand Attractive to Customers, Employees, and the Rest of the World: http://ms.spr.ly/6057tCkp9 About Us: At Sprinklr, our mission is to enable every organization on the planet to make their customers happier. Sprinklr is the leading enterprise company for all customer-facing functions. With advanced AI, Sprinklr's unified customer experience management (Unified-CXM) platform helps companies deliver human experiences to every customer, every time, across any modern channel. Headquartered in New York City with employees around the world, Sprinklr works with more than 1,000 of the world’s most valuable enterprises — global brands like Microsoft, P&G, Samsung and more than 50% of the Fortune 100. Learn more about Sprinklr at http://ms.spr.ly/6058tCkpi Connect with us on social media: http://ms.spr.ly/6059tCkpc http://ms.spr.ly/6050tCkpY http://ms.spr.ly/6051tCkpl http://ms.spr.ly/6052tCkpm Disclaimer: ©Copyright 2026, Sprinklr. All Rights Reserved. Any illegal reproduction is prohibited. #CXWISE #customerexperiencestrategy #CX #leadershiplessons