2:00 PM – 3:00 PM – Mindset in the balance: Unlocking Abundance through Engagement.
Rachel Happe of the Community Roundtable has collaborated with hundreds of organizations on their community building initiatives and is, according to Sprinklr data, the most influential person in the world regarding community management. Communities, she says, are very much like the Tolstoy quote: “All happy families are alike; each unhappy family is unhappy in its own way.”
Now, in an emerging era of exponential growth and artificial intelligence, community managers face both new challenges and a growing recognition (all the way up to board level) that community could be the difference between strategic growth and stagnation in a networked world. The bar is high, the learning curve is steep, and the only way to sustain engagement is to continually deliver value that cannot be generated as effectively anywhere else. Come see Rachel Happe discuss these challenges and opportunities with Marshall Kirkpatrick, Director of Influencer & Analyst Relations at Sprinklr. Then, stick around to join us for a Community Manager Happy Hour later that evening in the Sprinklr space at the JW Marriott.
Rachel Happe – Co-Founder of The Community Roundtable
3:45 PM – Change for the Better: A Panel Honoring International Women’s Day
Celebrate International Women’s Day on March 8th with Sprinklr and our panel of female business leaders. The session, which centers around this year’s IWD theme (#BalanceforBetter), will offer proven strategies for achieving gender balance in your organization, cover how social media can empower professional women, and examine the evolving state of diversity & inclusion initiatives.
Diana Helander – Head of marketing for Twitter’s Data & Enterprise Solutions team
Diane Adams – Sprinklr Chief Culture and Talent Officer and author of a book on corporate culture
Beverly Jackson – VP of Social Media Marketing and Content Strategy at MGM Resorts International.
Yoli Chisholm, Sprinklr’s VP of Marketing, will join as the moderator.
5:00 PM – 7:00 PM – Community Management Happy Hour With the Sprinklr Customer Experience Center
Last year Sprinklr planned to hire one community manager, but instead hired 20. The Sprinklr Customer Experience Centers in New York and London have become one of the highlights of everyone’s visit to Sprinklr headquarters. We’ve set one up in Austin and you can see it during this special happy hour for Community Managers. Come see some big dashboards and meet our special guest Rachel Happe, the most connected person in the world of community management.
10:30 AM – 11:15 AM – Actionable Insights: Unlocking the power of Twitter Data
Knowledge is power, and Twitter has become one of the most comprehensive sources of business knowledge around. The platform has evolved into the world’s largest focus group – an insights engine that offers real-time and historic data to empower brands to launch, promote, connect, and grow.
In “Turning Insights into Actions: Unlocking the power of Twitter data with Sprinklr,” you’ll learn how to harness Twitter as an insights engine and see how some of the world’s top brands are tapping into this impressive knowledge base.
Linds Panther (Twitter) & Guests
11:30 AM – 12:30 PM – Winning Workplace Cultures
Regardless of how old a company is or what industry it’s in, building a great culture is a crucial priority. In “Winning Workplace Cultures,” leaders from [four] different companies will discuss how they’re creating cultures that make employees happy and empower them to do their best work.
Diane Adams, Chief Culture & Talent Officer at Sprinklr
3:00 PM – Successful Social Media Management in a Highly Regulated Industry
Companies and organizations in highly regulated industries – such as healthcare, government, and financial services – have compelling stories to tell, but are limited in what they can say. As customers flock to social to research products and contact brands, how can tightly regulated brands express themselves and interact with individuals in authentic, human ways?
Moderated by Yoli Chisholm, Sprinklr’s Vice President of Marketing, we will explore how a range of top brands stay relevant, modern, and transparent while balancing regulatory obligations.
Ingrid Kibler, Head of Global Social Media , Trend Micro
Whitney Swanson, Social Media Manager, Optum
Stephanie L. Smith, Digital and Social Media Supervisor – NASA/JPL
10:15 AM – 11:15 AM – AI, your customers, and climate change: A fireside chat with Azeem Azhar of Exponential View
This is the slowest time of change we’ll ever see again. Digital, combinatorial, and exponential changes are transforming the world and they’re only going to get faster. Serial entrepreneur Azeem Azhar is the founder of Exponential View, one of the fastest growing email newsletters in tech. It’s been called a must-read by the founder of Spotify, and both challenging and inspiring by the co-founder of Google DeepMind. Azhar and Sprinklr’s Marshall Kirkpatrick will chat about the trajectory of artificial intelligence, the opportunity for every business to change its business model and learn from the new directions of companies like Apple, Microsoft, and Dropbox, and the imperative for all organizations to help turn climate change around before it’s too late.
11:30 AM – 12:15 PM – Fireside Chat w/ Grad Conn Sprinklr CMO and Joseph Jaffe
“The corporate legacy world of lethargic, conservative, risk averse, dysfunctional, siloed, political shenanigans is coming to a close.”
Author and business expert Josep Jaffe’s warning may be stark, but it’s crucial for brands that want to avoid – as he puts it – the imminent Corporapocalypse. On Sunday, March 10, join Jaffe and Sprinklr’s Chief Experience & Marketing Officer (CXMO) Grad Conn as they discuss the incisive commentary and practical recommendations that power Jaffe’s latest book, “Built to Suck.”
In what will be a fascinating, wide-ranging fireside chat, Jaffe and Conn will examine why traditional, well established companies are in danger, and discuss how they can transform to become more agile and customer-focused (spoiler alert: breaking down silos isn’t just a buzzy idea anymore – it’s a matter of corporate life or death).
12:30 PM – 1:30 – Modern Customer Care: The intersection of customer experience and brand communications
At a time when a wrongheaded response to a customer’s social post can go viral and sink a brand’s reputation, marketers must understand the vital role of social customer care. While many companies provide customer service via social media, most manage it like the call centers of old and focus on minimizing cost through efficiency – all while ignoring the perils of the poor customer experience that results.
Innovative companies create great customer experiences because they understand that customer experience is public relations. After all, the traditional goals of PR – earning positive attention, spurring customers to action – are also (or at least should be) the primary objectives of a modern customer care operation. In this panel, you’ll learn how to align internal teams, external partners, and advanced technology to deliver Modern Customer Care.
Brian Snyder, Golin
Elizabeth Closmore, Sprinklr
3:00 PM – 4:00 PM – Brian Solis: How to Reclaim your Mind & Creativity from Digital Distraction.
As much as we multitask, love our devices, and feel like we’re in control, deep down we know that something is off. Shortened attention spans, declines in critical thinking, lack of sleep, self-doubt, and decreased creativity are just some of the effects coming to light in an age of digital distraction.
As author Brian Solis documents, the corrosive effects of distractions and multitasking are of great importance—and you know you’re capable of more.
In his new book Lifescale, Brian has pulled together scientific findings and simple, powerful tools. Readers—especially those who are distracted—will connect with the humor, pathos, and inspiration inside.
4:00 PM – 5:00 PM – Crisis Communications in the Digital Age
Corporate crises have, in some respects, become just another source of entertainment across social media. For better or worse, the digital masses can be downright gleeful when customer complaints go viral. The good news for brands is that while social media platforms enable real-time crises, they also offer ways to avoid, mitigate, and eliminate negative situations.
Join us in The Sprinklr Way for “Crisis Communications in the Digital Age” , John Young, Social Business Advisor at Southwest Airlines, will discuss his holistic approach to social media crisis management. He’ll be joined by Brian Snyder, Executive Director, Digital at Golin, who will share his/her thoughts on how brands of all stripes can bolster their ability to identify, limit, and ultimately take care of crises.
Brian Synder, Golin
John Young, Southwest Airlines
Brian Snyder, Golin
Beverly Jackson, MGM Resorts International.
05:30 PM – 08:00 PM – Southwest Airlines: Happy Hour