Scott Harvey on customer experience
From Tech Sales Insights LIVE featuring Scott Harvey, Sprinklr · · Sales Community
“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.”
On , Scott Harvey, Chief Customer Officer at SPRINKLR INC, spoke about customer experience during Tech Sales Insights LIVE featuring Scott Harvey, Sprinklr on Sales Community.
About Scott Harvey
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.