While the pandemic has brought people 'digitally' together to create new (and lasting) buying habits, companies have gone in another direction -- a chaos of point solutions to find customers, search for new relationships and market to the masses. Now is not the time to panic. It's the perfect opportunity to pause, re-assess and re-invent. What will it take to put social Humpty Dumpty back together again with a smooth, personalized flow for awareness, engagement, commerce, delivery, care and loyalty-building?
Paul Herman, Vice President of Customer Engagement and Market Intelligence, Sprinklr