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Emplifi named a Leader in the 2026 Gartner® Magic Quadrant™ for Social Media Management and Listening Get the Report

Gabriel Tay

Director of Business Consulting at Emplifi

Gabriel is a digitally and technically savvy strategic thinker with 15 years of experience across digital, mobile and social media marketing. His career encompasses areas of technical, business and creative elements, from his in-depth knowledge and experience in global project management to running day-to-day operations and creative campaigns for mobile marketing. Gabriel’s past adventures include running his own online fashion label and developing his own award-winning mobile app.

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Recent articles written by Gabriel

How Agentic AI is transforming the eCommerce customer journey

Agentic AI closes the gaps in your eCommerce funnel, from discovery to post-purchase resolution. See the five moments where it creates measurable...
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How to build the ROI business case for Agentic AI in customer experience

Three financial pillars turn Agentic AI from an IT request into a budget line your CFO will actually sign off on.
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Agentic AI in regulated industries: how to deploy autonomous CX without compromising compliance

Deploy agentic AI in finance, healthcare, and insurance without the compliance risk. See how Governed Autonomy masks PII and logs every action.
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Are you ready for agentic AI? The CX leader’s readiness assessment

A copilot suggests; an agent acts. Use this CX readiness assessment to audit your stack, governance, and org chart before you scale agentic AI.
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Customer experience (CX): Everything you need to know

Social media is all about enhancing the customer experience. We're answering all your questions about CX and how to make yours great.
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Implementing Agentic CX: A step-by-step guide to AI customer service

Agentic CX shifts AI customer service from simple responses to fully resolving queries. In this guide, we'll look at how you can implement it...
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Experience Orchestration: A 2026 guide to unified customer experience

Customer journey orchestration was the goal of the 2010s. Experience orchestration is the imperative of 2026. In this guide, you'll learn why...
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Social CX 2026: Why social is the new operating system for the modern customer experience

Social CX describes how brands manage and optimize customer interactions across social media, spanning engagement, support, and service in real time,...
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The executive guide to social media CXM: Driving customer equity & ROI

Social media is one of the best tools in your toolbox for boosting the customer experience. Let's talk about how.
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Why social feedback should be part of your VoC strategy

A modern Voice of the Customer (VoC) strategy needs to capture conversations on social media, analyze them at scale, and turn them into actionable...
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DTC customer care: How to make social media your most profitable channel

While social was once a discovery channel, it’s now a full-funnel commerce channel. In this guide, we’ll walk through the 3 major pillars of...
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Social media marketing strategies for restaurant growth

This guide provides a step-by-step framework for building a social media strategy for your restaurant brand that converts followers into paying...
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