Grad Conn is the Chief Experience Officer at Sprinklr and, before that, the CMO for the Microsoft U.S. commercial business.

Join Grad and Marshall for a conversation about Digital Transformation: why it's the CMO's job (not just the CIO's) and what Grad advises for both early adopters and later adopters in this time of rapid transformation. He believes we're still in the very early days.

Elizabeth Shaw has 20 years experience as an industry thought leader at Forrester and Gartner, and practitioner at brands like Cisco Systems and Sephora. She has coached hundreds of companies and their CMOs on how to embrace emerging technologies and trends, innovation, and agile marketing operations.

Elizabeth's focus is on helping CMOs navigate the complex digital landscape and develop bold visions to galvanize an organization and drive substantial change.

Take your conversations about workplace diversity and inclusion to a higher level. This week we talk with tech industry expert Abadesi Osunsade. She's the founder of Hustle Crew, a career advancement community on a mission to make tech more inclusive through talks, training and mentorship.

@Abadesi, CEO of HustleCrew.co

Tracey Finlay is a consultant to customer care and contact centers around the world. She helps increase the informed emotional intelligence that businesses can apply to improve customer experience, agent experience, and cost.

You can connect with Tracey on LinkedIn at https://www.linkedin.com/in/traceyfinlay

Carrie Melissa Jones is a leader in the field of online brand community management. She and Charles Vogl recently published the book Building Brand Communities: How Organizations Succeed by Creating Belonging (https://www.buildingbrandcommunities.com).

Carrie is the founder and Chief Strategist at Gather Community Consulting, where she's advised leaders from companies from Reddit to Kimpton Hotels & Restaurants.

Carrie is smart, kind, connected, and knowledgeable — we're sure you're going to enjoy and learn a lot from this conversation!

Grad Conn is the Chief Experience & Marketing Officer at Sprinklr where he leads a team of modern marketers focused on helping the world's most loved brands create happier customers. His title, CXMO, reflects Sprinklr's view that – in a world where customers are connected and empowered like never before – experience is the new brand.

We talked about customer experience management (CXM) in an always-on, always-connected world, and why customer care and marketing must work together to be more effective.

Marsha Collier is the author of The Ultimate Online Customer Service Guide: How to Connect with your Customers to Sell More, and 46 other books. She's the founder of the #CustServ Tweetchat, where customer service thought leaders have gathered to discuss trends in the industry every week for the past 10 years!

We talked about the impact of the shift to Working at Home on customer care and the growing imperative for emotional intelligence in customer experience and care.

Dan Gingiss is a keynote speaker and customer experience coach with more than 20 years of professional experience at companies like McDonald's, Discover, and Humana.

On this week's Sprinklr Coffee Club we discussed creating a social customer care strategy and philosophy, hiring and training a care team, and integrating insights from customer care into the work of the rest of the business.