Bryant Richardson on Why Cultural Intelligence is the New CX Strategy That Scales - CX-WISE Ep 36

Описание: In this episode of CX-WISE, Bryant Richardson, CX strategist and transformation expert, joins host Nathan Bennett to explore how small and midsize businesses can scale customer experience without enterprise-level budgets.

Bryant introduces the CRAFT Agilities Framework™, a CX model built on decades of work with global brands. From cultural alignment to emotional intelligence, he shares how leaders can drive real impact by focusing on agility, empathy, and feedback.

Whether you're a CX leader, digital strategist, or small business owner, this episode provides actionable insights to elevate your customer experience.

⏱️ Chapters
0:00 Introduction
1:45 What is CX-WISE?
3:12 Meet Bryant Richardson
5:20 Defining Customer Experience
8:40 SMBs vs Enterprises: CX on a Budget
11:05 The CRAFT Agility Framework Explained
14:30 Cultural Agility: Aligning Brand and Behavior
18:50 Results Agility: Measuring What Matters
23:10 Awareness Agility: Listening Posts and AI
28:40 Fitment Agility: Hiring for Purpose
34:20 Tact Agility: Emotional Intelligence in Action
41:00 CX Misconceptions Leaders Must Avoid
45:10 Turning Feedback into Strategy
48:00 Final Thoughts

About CX-WISE:
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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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Additional Resources:
Three Pillars That Will Keep Your Brand Attractive to Customers, Employees, and the Rest of the World: http://ms.spr.ly/6051tHsXZ

More on Bryant’s CRAFT Agilities Framework™: http://ms.spr.ly/6052tHsXw

Top 9 Customer Experience KPIs to Monitor in 2025: http://ms.spr.ly/6053tHsXb

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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/6054tHsXj

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