Bringing the Vision of unified Customer Experience (CX) to Fruition: Shining a Spotlight on Sprinklr | Blog
After previously zooming the lens in on how Salesforce has helped global enterprises to provide a holistic customer experience approach through its integrated set of offerings, this time we focus on another CX tech vendor, Sprinklr, that offers a unique category of enterprise software, which it terms as “Unified Customer Experience Management”.
Unified Customer Experience Management (Unified-CXM) empowers all customer-facing teams in an enterprise, from support, to sales and marketing, in order to then collaborate effectively, communicate across digital channels, and leverage an artificial intelligence (AI)-powered platform to deliver consistent and cohesive customer experiences at scale. In this blog, we shine a spotlight on Sprinklr and its evolution. Reach out to discuss this topic in depth.
Today’s consumers interact with brands across a range of touchpoints. Naturally, the modern customer journey is a complex and multi-faceted one, often involving a combination of channels and modalities.
Enterprises want a comprehensive view of these interactions—from marketing, through sales, to post-sales support—to maintain effective customer engagement across the lifecycle.
However, most enterprises still rely on legacy customer relationship management (CRM) systems that are not tightly integrated with customer facing tools and applications, which becomes a hindrance to delivering real-time personalized engagement. This leads to customer dissatisfaction and a loss of trust in many cases.
Sprinklr’s Unified-CXM platform is designed to address these challenges by helping enterprises eliminate silos, access and analyse unstructured digital data and leverage AI to generate a unified view of each customer’s journey. This approach allows customer facing teams to better assist customers, share knowledge, and collaborate, ultimately enhancing the overall customer experience.
Sprinklr’s platform is comprised of four product suites—Service, Marketing, Insights, and Social—which when brought together support enterprises in better managing the end-to-end customer journey.
These suites operate on a single, unified AI-powered platform, enabling enterprises to streamline customer interactions across multiple touchpoints. Each product suite offers distinct capabilities, which will be examined in more detail below.
(Image courtesy: Sprinklr)
Sprinklr’s product suite:
With the rise of digital channels such as Instagram, TikTok, and WhatsApp, among others; customers are now more connected and empowered than ever before, offering continuous real-time feedback to express their concerns or frustrations.
This shift makes personalized and real-time customer engagement crucial for brands. Sprinklr’s product suite addresses these evolving needs, offering enterprises solutions to enhance engagement, gain insights into customer sentiment, and take proactive measures when necessary. Each suite provides a range of solutions that enterprises can implement either individually or as a bundle –
- Sprinklr Social – This suite offers AI-powered tools to unify social media publishing and engagement across more than 30 channels. It enables enterprises to manage and analyze social media content, monitor conversations, and improve customer interactions. Key products include:
- Social Publishing & Engagement: Supports teams with digital asset management, editorial calendaring, and omnichannel publishing
- Employee Advocacy: Enables organizations to leverage employees in brand promotion, boosting awareness, and generating leads
- Sprinklr Insights – Sprinklr Insights unifies data across customers, competition, as well as the industry, from both traditional and digital channels, allowing enterprises to monitor customer sentiment and industry trends in real time Key products include:
- Social Listening: Which enables enterprises to understand unstructured data from 15+ digital channels, as well as automatically identify trends/anomalies to act upon
- Competitive Insights & Benchmarking: Which enables enterprises to benchmark their social performance against competition and monitor influencers across eight social channels
- Sprinklr Marketing – Focused on planning, executing, and optimizing marketing campaigns, this suite enables enterprises to manage content creation, collaboration, and performance tracking across multiple channels. Key products include:
- Campaign Planning & Content: Marketing which has capabilities like brand governance, cross-channel publishing/distribution, briefing, copy assistance and localization
Ads Comment Moderation: Which aids enterprises in managing comments on paid posts at scale, brands can moderate testimonials, product feedback, and urgent customer service queries
- Sprinklr Service – Sprinklr’s Service Suite is a comprehensive Contact Center as a Service (CCaaS) solution for managing customer support across voice and digital channels. It integrates AI-driven automation, self-service, and agent assistance tools, in order to provide customer care at scale through voice, messaging, social media, and other digital platforms. Products within this suite include –
- Sprinklr Voice: For managing inbound and outbound interactions with capabilities such as Interactive Voice Response (IVR), Automatic Call Distribution (ACD), Agent Assist, AI-driven nudges and predictive dialers, and omnichannel workflows
- Conversational AI chat and voice bot solution: Which comes with a use case library and industry-specific/intent-based bot workflows, as well as Workforce Management & Quality management for contact center managers
Some of Sprinklr’s strategic differentiators include:
- Unified architecture: Sprinklr’s single-codebase platform allows enterprises to seamlessly integrate channels, unify customer journeys, and accelerate innovation through a “build once, deploy everywhere” model
- Advanced listening: The platform captures unstructured data from 450 million daily conversations, providing comprehensive social listening and analytics
- Purpose-driven AI: While it has its proprietary AI models which are industry-trained, it also allows enterprises to integrate other industry-leading generative AI (gen AI) models, which it calls Sprinklr AI+. Sprinklr AI+ leverages generative AI in all four Sprinklr product suites and is powered by integrations with OpenAI, Google Cloud’s Vertex AI and Microsoft Azure OpenAI Service
- Scalable enterprise-grade platform: This platform is designed to meet industry security standards, including ISO 27001, HIPAA, PCI-DSS, and SOC compliance, making it a scalable solution for large enterprises
Powered by Sprinklr AI+, it has also recently launched Sprinklr Digital Twin, a new AI technology designed to enable enterprises to build and deploy autonomous and intelligent AI applications, that can mirror and enhance the capabilities of customer-facing teams.
While Sprinklr’s service suite has become an established offering, the company’s broader vision remains becoming the core operating system for all front-office teams supporting all conversations that an enterprise can have with its customers.
If you found this blog interesting, check out our blog focusing on Building Purpose-Driven Generative AI (gen AI) – Why We All Have A Role To Play In The Future Success Of The Gen AI Ecosystem | Blog – Everest Group (everestgrp.com), which delves deeper into the topic of artificial intelligence.
If you have any questions, have further interest as we continue to investigate best in-class vendors to support your CX transformation journey, or would like to reach out to discuss these topics in more depth, please contact Anubhav Das and Sharang Sharma.