On the 59th episode of Enterprise AI Innovators, hosts Evan Reiser (CEO and co-founder, Abnormal AI)  and Saam Motamedi (Greylock Partners) sit down with Sanjay Macwan, Chief Information Officer at Sprinklr. In this role, Sanjay is helping one of the world’s leading customer experience platforms make AI an enabler of deeper, more responsive relationships between brands and their customers.

Sanjay brings a broad perspective to his work. “I've had a seat at the table, around the table, 360 degree perspective and experiences,” he explains. This background informs his belief that a modern CIO must do more than manage infrastructure. “You have to deliver world-class employee experience, customer experience, security posture, and build a data-driven, AI-enabled company.”

Sprinklr’s AI capabilities were in motion long before GenAI entered the conversation. “Sprinklr, well before GenAI became what GenAI is, actually focused on AI eight, nine years ago,” he says. “Now we have a platform with three rich components: custom models that the company has built, GenAI, and allowing our customers to integrate their own models.” This effort allows brands to listen, interpret, and act across millions of data points.

This AI foundation allows Sprinklr to deliver context-aware service. Sanjay offers an example of a delayed airline passenger. “Even if they couldn't solve the things because there are some physical barriers, I got heard. They heard me. They genuinely reacted to me.” That sense of acknowledgment, powered by scalable AI, is a core part of Sprinklr’s vision for customer experience.

Internally, Sanjay has led the application of AI to streamline complex workflows. Billing is one area where this has delivered immediate results. “That workflow from sending a bill to collecting the cash can be incredibly complex,” he says. “If you're doing this at scale for tens of thousands of customers, it can get extremely complex and inefficient. I did solve that in my prior work using AI.”

He also advocates for using AI to support microlearning. “What can I do using AI technologies to continue to learn new things and fine-tune my own approach to things?” he asks. He believes employees can use tools like co-pilots to understand company products, customer journeys, and strategic goals faster and with greater relevance.

Looking ahead, Sanjay believes AI must become proactive. “The next logical phase has to be proactively engaging with the customer,” he says. This does not mean interrupting people, but understanding where they are in their journey and reaching out meaningfully. “If a technology partner is so in tune with my roadmap and reaches out to me with meaningful ideas, that is incredibly powerful.”

While optimistic about AI, Sanjay is clear-eyed about its limits. “AI can certainly be the force multiplier, but does not replace your ability to envision the narrative, the context, and the creativity,” he says. For CIOs and enterprise leaders, the path forward is about using AI to extend what people do best—not replace it.

Listen to Sanjay’s episode here and read the transcript here.