Built for This Moment
When it matters most, how you respond defines you.
In moments of uncertainty, customer expectations intensify.
Brands that earn lasting trust aren't simply the ones that respond well. They're the ones that see what's coming, move before a problem escalates into a crisis, and support customers with clarity when it matters most.
‘Built for This Moment’ is a limited video series for leaders navigating exactly that.
What to expect
Each episode draws on real scenarios and frontline experience to explore how you can:
- Detect risks early through real-time customer signals
- Respond at scale without compromising quality
- Prioritize the customers who need support most
- Empower teams to perform under pressure
- Protect your brand from misinformation and impersonation
Meet our speakers
Amjad Al Sabbah
Group VP, Sales META, Sprinklr
Joe Akkawi
Success DIrector, META, Sprinklr
Moments that define customer trust
Episode 1: In Moments of Uncertainty, Listening Early Keeps You Ahead
The crises you detect early are manageable. The ones you miss take full control. One airline stopped a rumor in under an hour, avoiding chaos. Early detection isn't optional — react late and you've lost the moment.
Episode 2: Silence Is Not a Strategy
Silence is the worst response in a crisis. Customers want answers, not excuses. Leading brands stay ahead by releasing updates, using AI to resolve issues, and focusing human support in the moments customers need it most.
Episode 3: Your Newest Agent Shouldn’t Be Your Weakest Link
80 new agents, 5 days, 0 training. An airline faced high-stakes customer chaos. The challenge: make new hires effective instantly. But the answer isn't more training. It's empowering agents with the confidence to perform from day-one.
Episode 4: Ensuring Critical Customer Issues Are Addressed First
Not all customer issues are equal — treating them that way erodes trust. In crises, smart triage matters more than speed. Leading brands prioritize moments, shifting from first-come-first-served to smartest-first.
Episode 5: When Scammers and Misinformation Move Faster Than Your Brand
Your brand may be impersonated without you knowing. In uncertain times, scams and misinformation spread fast. But strong brands detect it early. One brand stopped a crisis in 30 minutes, because they were ready for the moment.