With the rise of modern channels, customers are connected and empowered like never before. Ragy Thomas, Sprinklr Founder and CEO shares why Enterprise Leaders need to think differently and prepare their brands to meet new customer expectations: Customers trust each other more than brands – marketing is what they say, not what you say. Customers want to be recognised as people, not purchasers – advertising must be personal. Customers volunteer feedback 24/7 on public channels –research can be actionable and real-time. How you care for customers determines what they say about you – care is the new marketing. Customers buy based on their experience with a brand –engagement drives sales.