Thursday, June 27th, 2019 | 4 min read
I’ve always had an entrepreneurial spirit.
As a kid, I set up a lemonade stand on the corner of 99th Street and Broadway, and worked with the local corner store to sell handmade necklaces I made with my mom and aunt. I always embraced the unknown, leaving my comfort zone to find the next successful journey.
Armed with that mindset, I knew that I wanted to be in the finance and business world. To help me reach that goal, I majored in Economics and East Asian Studies at NYU, another challenging-yet-rewarding adventure.
Following my senior year, I landed a back-office role at Morgan Stanley. I later moved into Risk Management, and ultimately used those skills to take a similar role at E*Trade. Along the way, I built a strong background in operations, risk, technology, and how to navigate the challenges of large corporations.
Fast forward a decade, and my latest stop is Sprinklr, which I love. While it may seem like an atypical path, I believe every step in my career has led me here, the world’s first Unified Front Office Platform for Modern Channels. Here’s why.
Thanks to my decade in Risk Management, I have a keen sense of how a company can succeed, sure, but also a sharp sense of what can go wrong.
I’ve seen quite a bit. Reputation risk, cyber security, and vendor exposure are top of mind at every major organization. The result? A world in which a crisis isn’t a matter of if, but when? Bad things will happen; what matters is how we deal with them.
A large asset manager that I worked with had no formal risk assessment, issue identification, classification, or centralized enterprise risk program. There were teams managing risk as part of their daily roles, but everything was tracked in spreadsheets, emails, word documents, and other formats across the siloed groups. Unfortunately, this is similar to how many organizations approach social media – disjointed teams, separate workflows, and a whole lot of risk.
This sort of situation – which I saw over and over – informs my worldview quite a bit. That said, I don’t see my outlook as pessimistic. To the contrary: I believe that all companies are best positioned to succeed when they’re honest about the threats they face. And with Sprinklr, brands are uniquely equipped to gather that information.
By now most companies have spent millions (if not billions) of dollars on improving controls, security, compliance, etc. Unfortunately, malicious actors, market factors, acts of god, and other unknowns will always exist.
Since the year 2000, about 50% of the fortune 500 have disappeared. In the last few years, companies like Uber, AirBnb, and Amazon have reshaped the world we live in. We used to be okay calling a car service and waiting 30 minutes for them to arrive. Now, if they are two minutes late we’re up in arms and ready to cancel.
The modern customer has changed!
They expect to be heard. They expect instant response. They trust their peers and other customers, not brands. With over 4 billion people online, customers have a voice and are using it. In the next 60 seconds there will be 18.1 million texts sent, 41.6 million messages sent across Facebook and Twitter, 2.1 million Snaps created, and almost $1 million spent online.
Customers are talking — are businesses listening? With Sprinklr, they can.
I’ve been successful in my career by following people I trust and adopting to market trends that will have a direct impact on a company’s business, growth, and future. With that background, I can say with certainty that now is the time to double down on social media. Companies should invest in a platform that allows them to hear what customers are saying, and answer them in real-time.
Take it from me: It’s too risky not to.
Ce site web utilise des cookies pour vous vous assurer une expérience de navigation optimale.OK En Savoir Plus
Diese Internetseite verwendet Cookies, damit Sie die Funktionen der Website optimal nutzen können.OK Weitere Informationen finden Sie hier
Este sitio web usa cookies para asegurarnos que usted reciba la mejor experiencia en nuestro sitio web.OK Aprenda más