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Social Pros Podcast

Jul 29, 2022

Ken Madrigal, Senior Director, Unified-CXM Best Practices Group, Sprinklr, joins the Social Pros podcast to talk about the evolution of social care and the important role it presently plays in the social sphere.

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Full episode Details

The social media game isn’t what it used to be a few years ago. Social care has taken more of  front seat, and it deserves a closer look.

This week’s guest, Ken Madrigal, Senior Director, Unified-CXM Best Practices Group, Sprinklr, takes us on a deep dive into what social care is and why it’s such an important consideration for brands today. He talks about the importance of viewing customers as humans and forming connections that go beyond simply quick responses.

Ken also points out that social media, be it marketing or social care, is all about weaving experiences and, in turn, those experiences end up elevating the brand.

In This Episode:

  • 06:22 Ken tells us a little bit about his role at both Verizon and Sprinklr
  • 08:41 How to create a personalized experience for customers
  • 11:35 The evolution of social care
  • 15:38 Where companies should strive to be with their social care
  • 18:40 Ken shares a cross-section of the social care process at Verizon and Sprinklr
  • 22:28 The best way to align different teams in terms of social care
  • 26:59 How to prep social care teams to deliver service and guard their mental health
  • 31:46 The part empathy plays in marketing
  • 34:22 How smaller teams can take their customer experience game to the next level
  • 39:17 Ken’s advice for anyone looking to become a Social Pro


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