See the Signals, Seize the Moment: CX Lessons for Global Brands from SAMY & Diageo | CX-WISE Ep 39

Описание: What if your brand could spot cultural shifts before they happen and act in real time?

In this episode of CX-WISE, our host Nathan Bennett sits down with Nathan Townsend (SAMY) and Alberto Romano (Diageo) to unpack how foresight and social intelligence power moment-driven marketing. From Diageo’s global trends framework to SAMY’s consumer-first mantra, tune in for actionable insights on making brands matter in a fast-changing world.

Watch to learn:
Why marketing runs on moments, not campaigns
How Diageo tracks cultural trends like neo-hedonism and collective belonging
Why data + intuition unlock endless possibilities for CX innovation
Practical steps for embedding foresight into global brand strategy

🎧 Listen on Spotify: http://ms.spr.ly/6051QO7yX

⏱️ Chapters
0:00 Introduction
0:28 Meet Nathan Townsend & Alberto Romano
01:46 Why “Let the Consumer Write the Brief” Matters
03:40 Social listening & Diageo's Distilled report
06:36 Partnering for Diageo's Global Trends Framework
09:28 How Sprinklr helps quantify & track cultural trends
10:57 Neo-Hedonism & Post-COVID Behavior Shifts
13:49 Commerce + Creators: The Future of Marketing
18:22 Data to Back the Crazy: Turning Insights into Action
19:54 How social intelligence is shaping CX strategies
22:12 How does customer-first marketing look like?
23:32 Moment Is the New Channel: Embedding Culture in CX
26:17 Leadership Advice for Foresight-Driven Strategy
27:34 Final Thoughts: Making Brands Matter in a World of Moments

About CX-WISE:
Launching CX-WISE, an editorial series to raise the bar for customer service & beyond. http://ms.spr.ly/6053oIpMV

Get ready to level up your customer experience game with CX-WISE! Whether you're a seasoned pro or just starting, our community of CX professionals will give you all the tools you need to tackle any challenge. We'll dish out practical insights, actionable strategies, and a ton of witty banter to keep you on your toes. Join us and share your own experiences, because together we'll break through the clutter and supercharge your customers' experiences.

Don't believe us? Check out our first edition of CX-Wise and see for yourself. http://ms.spr.ly/6054oIpMn

🎧 More from CX-WISE
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💡 Want to improve your social listening strategy? Start here:
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Additional Resources:
Understanding Social Media Intelligence: Why to Invest Now: http://ms.spr.ly/6057QO7yd

5 Thought-Provoking CX Secrets from American Airlines' Chief Customer Officer: http://ms.spr.ly/6058QO7ye

Digital Customer Experience: A Practical Guide for CX Leaders: http://ms.spr.ly/6059QO7y5

Unlock the power of conversations with real-time social listening: http://ms.spr.ly/6056QO7yj

About Us:
At Sprinklr, our mission is to enable every organization on the planet to make their customers happier.

Sprinklr is the leading enterprise company for all customer-facing functions. With advanced AI, Sprinklr's unified customer experience management (Unified-CXM) platform helps companies deliver human experiences to every customer, every time, across any modern channel. Headquartered in New York City with employees around the world, Sprinklr works with more than 1,000 of the world’s most valuable enterprises — global brands like Microsoft, P&G, Samsung and more than 50% of the Fortune 100. Learn more about Sprinklr at http://ms.spr.ly/6050QO7yg

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