Sprinklr (NYSE: CXM) has appointed Jordi Ribas, Ph.D., president of Search & AI at Microsoft, to its Board of Directors, effective Aug. 17, adding a longtime product and engineering executive as the customer experience software company expands the use of AI across its enterprise platform.
Ribas brings more than 26 years of experience at Microsoft, where he currently leads product, engineering and growth teams for Microsoft Bing and the Web IQ search engine for agents. His appointment gives Sprinklr additional board-level expertise in deploying AI, search and large-scale software infrastructure as the company develops its Unified Customer Experience Management, or Unified-CXM, platform.
“Jordi has spent his career helping turn breakthrough technologies into products used by millions of people around the world,” Sprinklr founder and Board Chairman Ragy Thomas said. “As AI continues to redefine how businesses engage customers, his experience leading innovation at a global scale and his perspective on the future of intelligent experiences will be invaluable.”
At Microsoft, Ribas and his team launched the original Copilot, helping establish the foundation for the company’s broader deployment of generative AI. Technologies and services developed by his organization are used across Microsoft Azure, Office and Windows, as well as partner products including OpenAI’s ChatGPT.
That experience is relevant to Sprinklr as it works to operationalize AI across customer-facing workflows rather than deploying the technology within a single business function. The company’s software spans social media management, marketing, advertising, customer feedback and omnichannel contact center operations, creating a broad set of workflows where enterprises can apply automation and shared customer data.
For large organizations, one of the underlying challenges is coordinating those functions without creating separate data and technology stacks for each customer channel. Sprinklr’s platform is designed to bring customer-facing teams and information into a common environment, allowing enterprises to use real-time data across multiple engagement functions.
“AI is creating an opportunity to fundamentally transform customer experience,” Ribas said. “Sprinklr has taken an ambitious approach by building an AI-native platform designed to help enterprises unify customer engagement across channels and functions.”
Ribas’ background combines product development with the engineering infrastructure required to deploy technology at global scale. Beyond his executive responsibilities, he has published more than 50 technical works, including 25 peer-reviewed journal and conference papers, and holds 20 U.S. patents.
He has also contributed technical work to standards including ISO MPEG-4 and ITU H.264 and received the Young Investigator Award at the international Visual Communications and Image Processing conference for work in video compression.
Ribas earned an Enginyer Tecnic degree in telecommunications engineering from Escola d’Enginyeria La Salle in Barcelona, a master’s degree in engineering from the University of California, Irvine, and a Ph.D. in electrical and computer engineering from the University of Michigan.
Sprinklr President and CEO Rory Read said Ribas’ experience building products at scale will support the company as it develops AI capabilities around customer service and engagement.
“We’re at a pivotal moment where AI is reshaping how companies engage, serve and learn from their customers,” Read said. “Jordi has been at the forefront of that transformation.”
The board appointment comes as enterprise software providers compete to embed generative AI and automation into established business processes. For customer experience platforms, that requires integrating AI with existing customer data, contact center operations, marketing systems and communication channels while maintaining consistency across those workflows.
Sprinklr serves more than 1,600 enterprises, including Microsoft, P&G and Samsung, and says its customers include 59% of the Fortune 100. Its platform is designed to give customer-facing teams a shared system for managing interactions and acting on customer information across channels.
Adding Ribas to the board brings direct experience in AI product development, search infrastructure and large-scale deployment into Sprinklr’s governance as the company works to expand how AI is integrated into enterprise customer engagement operations.
