First, let me address the reason you’re reading this post. After 22 years at Cisco doing every job you can imagine, most recently SVP and Global Evangelist, I’ve joined Sprinklr as President and COO.
This blog post is going to explain why, but before we get to that I’d like you to do me a small favor.
Find your phone. (You’re probably reading this post on it, or, if not, I’d bet almost anything it’s within arm’s reach right now.) Hold it in your hand for a moment and look at it. Really look at it.
What do you see?
Here’s what I see: a mobile super computer, a global broadcast device, a high-definition television studio, an infinite photo album, a universal compass and map, a medical diagnostics lab, and much more.
Now think about this for a moment: the day you were born, none of that existed, at least not packaged in a single, cohesive digital experience that fits in your pocket.
The possibilities that your phone represents are so new that we still don’t fully understand what they mean and how they will affect humanity.
What happens to governments when everyone is walking around with a science fiction device in their pocket?
Tahrir Square, or something else?
What happens to the transportation network?
Uber, or something else?
What happens to business?
Here’s what we do know about the impact on business: power has shifted hands. The existence of a global network that links billions of individuals through the social web has fundamentally altered the relationship between businesses and consumers.
In fact, the balance of power has shifted so thoroughly into the hands of consumers that businesses are reeling. Customers know about your new launches before your salespeople do. They know about flaws in your product, and how to fix them, before your support teams do. They know your pricing schedules better than your finance team does.
Your customers communicate with one another, often about your business or products, non-stop through a long list of channels.
And yet I can pretty much guarantee that your customer care department, sales organization, marketing team, and research department barely interact.
We live in a world of hyper-connected consumers, but we still have massive walls and silos inside our organizations.
Over the last four years the Sprinklr team, led by my friend and colleague Ragy Thomas, has done something special. They’ve built a transformative infrastructure that enables businesses to break down those silos and cope with a world that is being disrupted by technology at an ever increasing-rate.
When the internet first came around, I saw that the hardware network was going to become the most indispensable and strategic investment that businesses could make. On that basis, I was able to help grow Cisco’s Service Provider organization into a $14 billion annual business in just seven years.
Today, the most indispensable and strategic investment that businesses can make is in the technology required to thrive in a world of empowered customers. Businesses are learning to reinvent themselves for a new world, and they need the right infrastructure to do so.
Sprinklr currently serves more than 750 global brands and touches the lives of millions of consumers every day. That’s just the beginning.
Starting today, I will work tirelessly to use the knowledge I’ve gained over the past 30 years helping businesses grapple with disruption to make Sprinklr’s customers’ lives easier. My friend Ragy Thomas is continuing as our CEO, leader, and product visionary, and I’m honored to partner with him for the next chapter in Sprinklr’s story.
Finally, I’d like to thank every customer, advisor, employee, and friend that has taken this journey with the Sprinklr team. I can’t wait to take these next steps alongside you.
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