Ken Madrigal, Sr. Director - CXM Best Practices Group, Sprinklr, joins the Social Pros podcast to talk about the evolution of social care and the important role it presently plays in the social sphere. Huge thanks to our amazing sponsors for helping us make this happen. Please support them; we couldn't do it without their help! This week: Salesforce Marketing Cloud Full episode Details The social media game isn’t what it used to be a few years ago. Social care has taken more of  front seat, and it deserves a closer look. This week’s guest, Ken Madrigal, Sr. Director - CXM Best Practices Group, Sprinklr, takes us on a deep dive into what social care is and why it’s such an important consideration for brands today. He talks about the importance of viewing customers as humans and forming connections that go beyond simply quick responses. Ken also points out that social media, be it marketing or social care, is all about weaving experiences and, in turn, those experiences end up elevating the brand. In This Episode: 06:22 Ken tells us a little bit about his role at both Verizon and Sprinkler 08:41 How to create a personalized experience for customers 11:35 The evolution of social care 15:38 Where companies should strive to be with their social care 18:40 Ken shares a cross-section of the social care process at Verizon and Sprinkler 22:28 The best way to align different teams in terms of social care 26:59 How to prep social care teams to deliver service and guard their mental health 31:46 The part empathy plays in marketing 34:22 How smaller teams can take their customer experience game to the next level 39:17 Ken’s advice for anyone looking to become a Social Pro Resources Get the new State of Marketing report for free from Salesforce Schedule a consultation with ICUC Grab your free Social Media Audit Bundle Follow Ken on Twitter Check out Sprinklr on Twitter Visit SocialPros.com for more insights from your favorite social media marketers.