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Social Marketing Artificial Intelligence Augmented Reality Chat & Messaging Influencers & Creators Metaverse Social Media Week Social Pro Daily Young Influentials

Social Media Week

An AI-Powered Approach Is Key to Customer Experience Management 

Companies are collecting reams of data from consumers, but without the ability to distill and share it, it’s creating chaos

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Paul Herman, vp of customer engagement and market intelligence at Sprinklr, spoke at Adweek's Social Media Week virtual event.Adweek
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By Tara Weiss

 

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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.”

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Tara Weiss

  • @writertara
  • tara.weiss@adweek.com

Tara is a performance marketing reporter for Adweek.

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