Sprinklr
Streamlining the Silos of CX Management

Today, we live in a hyper connected world. Simply put, we currently have a plethora of digital and social channels that help us stay in touch with our near and loved ones as well as the world in general. Think of social media platforms like Facebook, Twitter, Reddit, or communication channels like WhatsApp, WeChat, Snapchat, etc. Being a goldmine of both consumer interactions and behaviour, these social media platforms have played an instrumental role in the power shift to customers. Hence, in this hyper-connected world, we as consumers expect a very quick and interpersonal experience when interacting with a business. Consumers now look forward to creating a brand experience that flows seamlessly, understands consumer connections, and delivers instant and personalised attention.

But even though brands realise the necessity of restrategising their customer engagement plans and creating personalised CX that puts the consumer at the heart of every conversation, some of the world’s largest companies struggle to adapt to this new reality. For many organisations, CX is highly fragmented. They struggle to address 1:1 customer interactions on digital channels, fail to capitalise on real-time opportunities to improve CX, and cannot aggregate and use customer data effectively across the enterprise. Besides, there are also technical limitations. A 2021 Forrester study reveals that current tools don’t provide a comprehensive, single view of the customer despite significant investments. More than 90 percent of the leaders surveyed state that their organisations are still missing key unifying features from their CX management platform or current CX tech stack. It’s clear that organisations need better features to better manage customer experiences and optimise their data to inform their CX.

Fortunately, these are the exact capabilities that Amsterdam-based Sprinklr brings to the table. “We’re living in a new world where the old rules don’t apply. We saw that from the start and designed a new class of CXM software to solve it,” underscores Ragy Thomas, Founder and CEO of Sprinklr. The company is proud to unveil the first iteration of the CX management (CXM) platform, giving businesses for the first time the ability to communicate externally across channels and collaborate internally across silos to deliver more human experiences at scale. “Sprinklr works with over 1,000 of the world’s most valuable enterprises, including global brands, such as Microsoft, P&G, Samsung, and more than 50 percent of the Fortune 100 companies,” says Thomas.

Under the Hood of Sprinklr’s Unified CXM Suite

Sprinklr’s industry-leading AI and powerful consumer care, marketing, research, and engagement solutions enable the world’s top brands to learn about their customers, understand the marketplace, and reach, engage and serve customers on all channels to drive business growth.

By leveraging the world’s most advanced AI engine, brands can easily create custom AI text classification models without engineering or coding. This tool gives businesses the power to create the most fine-tuned filters for actionable data that can apply across brands’ full enterprise, from sales to marketing to customer care. Sprinklr’s customisable text classification models empower brands’ teams to filter and categorise messages. And as such, they can capture more of the meaningful listening, reporting,and engagement results that drive critical brand, business, and operational insights.

Besides, Sprinklr’s custom AI models replace labour-intensive manual work, expanding brands’ capacity to analyse messages at scale while saving time and increasing efficiency which, together, can help boost profitability by an average of 38 percent. It also gives a thoughtful, easy-to-use experience that allows brands to create hyper-specific text classification models from scratch along with surfaces model accuracy metrics before brands deploy to drive more strategies, iterate, and stronger results. Brands can thus create personalised ads and campaigns that deliver high performance, and better return on ad spend (ROAS). It also integrates with every stage of the marketing lifecycle to create a seamless experience on a single, unified platform, helping marketing teams to produce high-quality assets faster across all digital channels. Alongside, it offers businesses the capabilities to push and manage content across all digital channels from one central place—accelerating production times while increasing visibility into what content is produced. Brands can democratise data across the enterprise and ensure every team member has access to critical marketing insights with customisable dashboards and visualisations all shareable between teams from within the platform, via API, and externally with outside stakeholders. Additionally, with Sprinklr’s sales and engagement solution, brands can eliminate the very real risks of off-brand engagement with a global compliance framework that encompasses approvals, governance rules, and moderation processes. It also empowers the social media (SM) team with integrated social listening, AI-based conversation suggestions, and integrated bots across all digital channels and watch productivity soar.

Equally impressive is Sprinklr’s modern consumer care solution that helps brands engage with customers across 30 plus channels and scale service with a human touch. With Sprinklr’s conversational AI and bots, brands can connect with their customers sooner, predict customer issues, proactively reach out with personalised 1:1 support, resolve incoming requests, and collect valuable data to inform better agent-led resolutions. Similarly, Sprinklr’s modern research enables leading brands to become customer-centric by interpreting customer data at scale, identifying opportunities, and building smarter strategies.

It also gives brands a better understanding of feedback on their products and services on top of key insights on competitors’ offerings and strategies to identify critical market trends and capitalise on unmet customer needs. Brands can thus create personalised ads and campaigns that deliver high performance, and better return on ad spend (ROAS). It also integrates with brands’ every stage of the marketing lifecycle into a seamless experience on a single, unified platform, helping their teams to produce high-quality assets faster across all digital channels. It gives teams across the enterprise the capabilities to push and manage content across all digital channels from one central place accelerating production times while increasing visibility into what content is produced. Brands can also democratise data across the enterprise and ensure every team member has access to critical marketing insights with customisable dashboards and visualisationsall shareable between teams from within the platform, via API, and externally with outside stakeholders.

Guiding Clients towards Modernised CXM

At this juncture, how Sprinklr’s unified CXM platform is helping brands can be best explained through an instance when Sprinklr has collaborated with a health technology company called Phillips. Having noticed the impact made by the company on thousands of enterprises across the country, the client sought Sprinklr’s help to provide their central marketing team with increased visibility across social activity, along with efficiency and transparency across its social platforms. When starting the engagement, Sprinklr noticed that the client’s agents were working independently on creative, strategy, or reporting for the company’s advertising campaigns, which formed a fragmented system of record. This made it difficult for the company to gain full visibility into who was building creative assets or publishing content on behalf of the company.

Implementing Sprinklr’s unified CXM platform has bridged the gaps created by many independent agency partners working on creatives, strategy, and reporting. As a result, the solution streamlined their workflows and kept everything within the Sprinklr dashboards, which in turn helped their team adopt powerful solutions for stakeholders, agency partners, and the central marketing team. This, in turn, helped the client’s team to reduce the time needed for launching campaigns, increased efficiency through all parties working via the same dashboard, and improved effectiveness through easy integration with digital tools.

Moving towards a Safer Tomorrow

Although Sprinklr has already established itself as one of the leading unified CXM solution providers, they do not want to stop pursuing more ground-breaking innovations. On that front, the company is routinely enhancing its platform; and right now, proactively working with leading brands in and across the globe. Moving ahead, the company is also dedicated to providing a customised product portfolio, the combined expertise now available to further accelerate the company’s growth into new markets and provide current customers with a broader product offering. In the coming years, Sprinklr will keep improving its solutions and leading the charge for greater performance and efficiency of all types of customer management challenges.