Social media has already revolutionized the way that major brands communicate with their customers, and the transformation is far from over, according to Ragy Thomas, CEO and founder or Sprinklr, a leading social media management platform.
Evolving technologies and hyper-connected consumers who continue to find new ways to communicate are challenging companies to deploy ever more sophisticated social media, marketing, and customer service plans, Thomas told students at the Yale School of Management on May 9.
A technology entrepreneur and investor, Thomas spoke at Yale SOM as part of the Colloquium on Social Media. Associate Dean Kyle Jensen, the Shanna and Eric Bass ’05 Director of Entrepreneurship and a lecturer in entrepreneurship and computer science, moderated the discussion.
Before the advent of social media, companies communicated with customers—and with the public at large—primarily through staged, one-way, outgoing messages, Thomas said.
But now, with consumers requesting information and sharing critiques through social media channels, companies need multiple responses ready to go, at a moment’s notice, and on multiple platforms. Companies like Sprinklr manage companies’ social media strategies.
“We’re dealing with a fundamentally altered landscape, where brands have to compete with transactional conversations as a public vehicle in real time, and their departments—such as marketing and customer care—now have to work together,” Thomas said. “Otherwise they’ll look stupid, in real time. And I think we’re only getting started. We’re only on lap one. There are 25 miles still to go. We’ve just stopped for water.”
About the Event
Ragy Thomas, CEO and founder, Sprinklr, will visit Yale SOM as part of a Colloquium on Social Media. The topic of this discussion is: Marketing 3.0: How Brands Can Address the Needs of the Connected Customer. Ragy Thomas is a technology visionary, entrepreneur, and investor who has played an instrumental role in the evolution of two business-critical channels for the enterprise: social media and email. Kyle Jensen, Associate Dean and Shanna and Eric Bass ’05 Director of Entrepreneurship & Lecturer in Entrepreneurship and Computer Science will moderate the discussion.
The discussion will include topics such as:
- A billion-dollar valuation is cool, but what about getting to $1 billion in revenue?
- The broken front office and the future of enterprise technology
- Marketing 3.0: How major brands are addressing the needs of the connected, empowered consumer
- Building a corporate culture from scratch
This lecture is sponsored by the Program on Entrepreneurship.
About Ragy Thomas
As founder and CEO of Sprinklr–the world’s most complete enterprise social technology serving more than 1,000 enterprise brands globally, Ragy Thomas is empowering companies to reimagine their customer-facing operations to manage consumer experiences across every touch point.
Prior to founding Sprinklr, Ragy was the president of Epsilon’s (NYSE:ADS) Interactive Services from 2006 to 2008, and the CTO of Bigfoot Interactive, an email marketing leader that Epsilon acquired in 2005.
Ragy earned his M.B.A. in Finance and Information Systems from New York University’s Leonard N. Stern School of Business and his Computer Science Engineering degree from Pondicherry University in India. He serves on the board of directors at Kenscio, a digital marketing services company he co-founded in 2009, and Cloth, a mobile fashion application company.
Ragy lives in New Jersey with his wife and two children.