Former Vonage Executive to Lead Sprinklr into New Era of Customer Experience Management
Sprinklr, a leading customer experience management (CXM) platform, has appointed Rory Read as its new CEO and President, effective immediately. This change in leadership comes as the company transitions away from its co-CEO structure, with Ragy Thomas and Trac Pham stepping into advisory roles. Thomas, who will remain Founder and Chairman of the Board, expressed his enthusiasm for Read’s appointment, emphasizing the seasoned executive’s ability to drive innovation, strengthen Sprinklr’s foundations, and elevate customer and partner success.
Rory Read brings a wealth of experience to the role, having held key leadership positions at prominent companies such as IBM, Lenovo, Dell, and most recently, Vonage. During his time at Vonage, Read played a pivotal role in transforming the company’s enterprise communications portfolio, particularly in the areas of Cloud Contact Center as a Service (CCaaS), Unified Communications as a Service (UCaaS), and Communications Platform as a Service (CPaaS). His leadership culminated in the successful $6.2 billion sale of Vonage to Ericsson in 2021, a move that demonstrated his strategic prowess. Following the acquisition, Read served as Senior Vice President at Ericsson, heading the company’s global communications platform division.
At Sprinklr, Read’s extensive background in the CCaaS industry aligns with the company’s ambitions to enhance its customer service offerings. His appointment marks a significant moment as Sprinklr accelerates the growth of its CCaaS platform, Sprinklr Service, which has seen substantial success with high-profile clients such as Deutsche Telekom and BT. The company’s focus on developing partnerships, building carrier networks, and addressing regional compliance standards lays the groundwork for the next phase of its expansion in the competitive CXM space.
In a recent earnings call, Thomas acknowledged the operational challenges Sprinklr faced while scaling Sprinklr Service to meet rising demand. With much of the foundational work already in place, Read’s leadership is seen as a natural next step in propelling the platform to new heights. Read shared his excitement about Sprinklr’s future, expressing a clear commitment to creating value for customers through innovative, AI-powered solutions.
Industry experts, such as Simon Harrison, Founder and CEO of Actionary, have praised Read’s appointment, recognizing his deep understanding of operational transformation and business strategy. Harrison believes Read’s experience will be key in helping Sprinklr refine its knowledge and case management processes, as the company continues its mission to become an “operating system for all customer conversations.”
The transition to a single CEO marks the end of Sprinklr’s brief experiment with a co-CEO model, which lasted less than five months. Initially, the co-CEO structure allowed Pham to focus on operational management while Thomas concentrated on product and vision. Though the company has not provided specific reasons for the change, Thomas commended Pham’s contributions during his tenure.
Sprinklr’s strategic move comes amid its latest platform updates, which include the addition of 70 new features designed to enhance workforce efficiency, knowledge management, and case management. The updates also strengthen the AI-powered Digital Twin module, helping automate customer interactions across departments, further cementing Sprinklr’s position as a leader in CXM technology.
With Rory Read at the helm, Sprinklr is poised to continue innovating and expanding its footprint in the customer experience space, bringing even more transformative solutions to businesses worldwide.
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