CX-WISE By Sprinklr

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Feb 2026

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About the show

CX-WISE is a podcast produced by Sprinklr, a Unified-CXM platform. Every episode will bring you personal stories and interesting anecdotes, that will highlight the importance of CX in the world around us. It's your best way to stay updated on trends but also dive deep into the legacy wisdom of our expert guests. Hosted by the ever-curious CX enthusiast, Nathan Bennett, CX-WISE will bring you Wisdom, Insights, Stories and Expertise from the world of CX. Dive in and get wiser!

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39 recent

February 25, 2026Episode 3722 min

A Digital Trailblazer’s Take on AI, CX & What Comes Next

From helping sell one of the first online plane tickets in the late 90s to leading customer intelligence at Caesars Entertainment today, Brad Jaehn has lived every recent major digital shift up close. In this episode of CX‑WISE, Brad breaks down what decades of disruption, from early e‑commerce to mobile ordering to AI, have taught him about what really creates exceptional customer experience. With a rare blend of honesty, humility, and candor, Brad shares why emotion still beats automation, why innovation must start with the basics, and why mental health and curiosity may be the most underrated drivers of modern CX teams. 🎧 Tune in to get CX wiser.

February 9, 2026Episode 3930 min

See the Signals, Seize the Moment: CX Lessons for Global Brands from SAMY & Diageo

In this CX-WISE episode, Nathan Bennett talks with Nathan Townsend (SAMY) and Alberto Romano (Diageo) about how foresight and social intelligence help brands see the signals and seize the moments that matter. From cultural trends to commerce and co-creation, learn how global brands stay relevant in a world of infinite conversations. 🎧 Tune in to get CX wiser.

January 16, 2026Episode 3835 min

CX Transformation Starts with Trust - Lessons from Sprinklr's CEO Rory Read

What does it take to deliver extraordinary customer experiences in a hyperconnected yet disconnected world? In this episode of CX-WISE, Rory Read, CEO of Sprinklr, unpacks the future of CX and why trust, unification, and AI-driven insights are the keys to transformation. From rebuilding trust at scale to balancing efficiency with empathy, Rory shares leadership lessons and real-world examples of global brands using Sprinklr’s unified platform to create a single voice of the customer. 🎧 Tune in to get CX wiser.

December 2, 2025Episode 3729 min

Why CX Fails: The CX Confidence Disconnect Explained by Justin Robbins

Why do so many CX strategies fall short even when brands think they’re doing everything right? In this episode of CX-WISE, host Nathan Bennett sits down with Justin Robbins, Founder & Principal Analyst at Metric Sherpa, to unpack The CX Confidence Disconnect — a Sprinklr-commissioned report revealing 10 critical gaps between what brands believe and what customers experience. From trust gaps and AI missteps to organizational silos and reactive mindsets, Justin shares what’s really holding CX back and how leaders can start fixing it. 🎧 Tune in to get CX wiser.

November 5, 2025Episode 3641 min

Bryant Richardson on Why Cultural Intelligence Is the New CX Strategy That Scales

What if scaling CX wasn’t about budget but about agility? In this episode of CX-WISE, Bryant Richardson, CX strategist and transformation expert, joins host Nathan Bennett to explore how small and midsize businesses can scale customer experience without enterprise-level budgets. 🎧 Tune in to get CX wiser.

October 16, 2025Episode 3529 min

Leading with Purpose: Vincent Lacsamana on designing CX that starts with Why

In this CX-WISE episode, Vincent Lacsamana, Founder & CEO of Premium Blend Consulting, shares why purpose, not platforms, is the true starting point for meaningful customer experience transformation. Drawing from his journey as a minimalist, a B Corp founder, and a Sprinklr veteran, Vincent reveals how purpose-led consulting can unify teams, activate trust, and make CX truly human. From measuring trust to designing AI workflows that serve connection, this episode is a masterclass in building CX that starts with “why.”

September 24, 2025Episode 2429 min

Making MCP Work: Yogin Patel’s Playbook for AI-Driven CX

What if your favorite brand could solve your problem before you even asked? In this episode of CX Ys, host Nathan Bennett sits down with Yogin Patel, VP of AI Engineering at Sprinklr, to unpack the game-changing protocol behind it all: MCP (Model, Context, Protocol). From toy robot analogies to real-world telecom and marketing use cases, Yogin breaks down how MCP is reshaping customer experience, one contextual AI interaction at a time. 🎧 Tune in to get CX wiser.

August 13, 2025Episode 1928 min

AI isn't Plug-and-Play: What CX Leaders Need to Know ft. Michael Bair

Think AI is plug-and-play? Think again. In this CX-WISE episode, Michael Bair, Customer Experience Executive and Founder, Bair Consulting, reveals why treating AI like a team member, not a tool, is the key to customer experience success. Deriving from his experience scaling startups to Fortune 50 leadership, Michael reveals why AI in CX needs daily care, not blind trust. Discover how to build VoC programs that amplify what customers love, and why small moments of joy can turn customers into lifelong fans.

July 24, 2025Episode 3131 min

The CX Evolution: Shama Hyder's Bold Predictions for the AI Era

What happens when AI becomes your customer’s first point of contact—and their most trusted advisor? In this episode of CX-WISE, Shama Hyder, founder and CEO of Zen Media, breaks down the next evolution of customer experience: from B2B and B2C to A2A—Agent to Agent. She shares how AI is reshaping expectations, why dark social is changing how we measure engagement, and what it really takes to create experiences that customers care about. From bold marketing experiments to the power of analog in a digital world, Shama offers a masterclass in future-ready CX strategy—backed by real-world stories, practical advice, and a healthy dose of optimism.

July 9, 2025Episode 3022 min

Turning Digital Noise into Powerful CX Insights - Seana Siekman on Social Listening

What does it really take to turn digital noise into meaningful action?In this episode of CX-WISE, Seana Siekman, VP of Analytics and Optimization at Athena Global Advisors, shares how leading brands can move beyond reactive care and start using social intelligence as a strategic advantage. From crisis response to competitor benchmarking, Seana breaks down how to build a proactive listening culture—one that’s grounded in people, process, and the right tools.