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When it comes to customer experience management on social media, Paul Herman, vp of customer engagement and market intelligence at Sprinklr, says brands have a lot of data and more ways than ever to connect with consumers, but they’re not using it efficiently.
“We’ve created a bit of chaos,” Herman told the virtual audience at Adweek’s Social Media Week. “It’s ironic to me that as consumers become more and more connected, brands have become more and more disconnected.”