Sprinklr Expands from Social Media Management into Customer Experience Management; Launches Extensions of its Experience Cloud for Marketing, Advertising, Research, Care, and Commerce — All on One Un
Global brands like Nike, McDonald’s, and Nestlé are using Sprinklr’s Experience Cloud to reimagine customer-facing functions for a social world where customers, not brands, are in control
April 12, 2017; 03:25 AM
or first time, the entire enterprise can collaborate on one unified platform for customer experience management (CXM)
NEW YORK--(BUSINESS WIRE)--Sprinklr, the most complete social media management platform for the enterprise, today launched five extensions of its Experience Cloud with new solutions for each major customer-facing department — marketing, advertising, research, care, and commerce — all on the first unified platform for customer experience management (CXM). The announcement was made at Sprinklr’s Digital Transformation Summit, taking place April 10-12 in Nashville.
A new class of enterprise software purpose-built for a social world where customers are in control, Sprinklr is quickly becoming the underlying platform for customer-facing employees at 1,200+ global brands — companies such as Nike, McDonald’s, and Nestlé — to work together in real time across departments, markets, and silos and manage customer experience at scale.
Today, 89% of companies compete primarily on the basis of customer experience — up from just 36% in 2010. But while 80% of companies believe they deliver ‘super experiences,’ only 8% of customers agree. And companies are paying the price — since 2000, more than 50% of the Fortune 500 have disappeared. In another decade, more than 40% of those left will follow.
The Opportunity: Social Has Made it Possible for Enterprises to Know and Serve Every Customer
When Sprinklr was founded in 2009, most enterprises thought the rise of social meant finding a way to manage the proliferation of new channels. Today, they’re realizing something more and seeing that social is really about managing the disruption caused by connected customers who trust one another more than they trust brands; who expect to be known and served on-demand and on their terms; and who advocate and criticize with equal and forceful power. How customers choose to apply that force is a direct result of one thing: the experience a brand provides at every touchpoint.
The Solution: Introducing Sprinklr’s Experience Cloud for Marketing, Advertising, Research, Care, and Commerce
Launched in 2015, Sprinklr’s Experience Cloud was developed as one unified platform made up of flexible building blocks that gave the world’s largest brands the ability to reach, engage, and listen to customers on Facebook, Twitter, and 23 other social channels. The architecture was unique, and so was the idea behind it: that enterprises could view social as an existential threat or an unprecedented opportunity — to create more human connections and deliver a seamless experience to every one of their customers across any channel, every time, at scale.
Today, Sprinklr’s Experience Cloud is being deployed across the enterprise with new solutions that provide the missing capabilities each customer-facing department needs to thrive in a social world where customers are in control. When legacy systems, such as email and CRM, are plugged into Sprinklr’s Experience Cloud, structured customer data that was previously locked away in siloed departments can be enriched with the human context that only social can provide to create a comprehensive view of each customer and a system of record for experience — one that recognizes them not as data points, but as a person.
Sprinklr’s Experience Cloud includes:
“Disjointed data. Siloed teams. Disparate processes. Point solutions. Unintelligent technology. These are the all-too-common enemies keeping enterprises from delivering seamless customer experiences across their organization. And it’s literally killing companies,” said Ragy Thomas, CEO and Founder, Sprinklr. “When technology isn’t designed to work together, neither can teams. And yet, that’s exactly what most companies are dealing with. They’re treating the symptoms, not the disease, with siloed software that has put walls around their ability to know and serve customers at scale. Being born in the age of the customer gave us a different perspective. It led us to build a new class of enterprise software from the ground up with one purpose: to reach, engage, and listen to customers, across every customer-facing department – all on the first unified platform for customer experience management.”
Analyst & Customer Comments on the News:
Sprinklr is the first unified customer experience management platform for the enterprise. We help the world’s largest brands reach, engage, and listen to their customers on Facebook, Twitter, and 23+ other social channels for the purposes of marketing, advertising, research, care, and commerce. Sprinklr does all of that on one unified platform, which integrates with legacy systems and allows siloed teams to collaborate to deliver a seamless experience to every one of their customers across any channel -- at scale. Headquartered in New York City with 1,400 employees in 19 offices, Sprinklr works with 1,200+ global companies including Nike, McDonald’s, Microsoft, P&G, Samsung, more than 50% of the Fortune 50, and nine out of ten of the world’s most valuable brands. Its partners include SAP, IBM, Microsoft, and many others across the CXM ecosystem. For more information, visit sprinklr.com or chat with us at @sprinklr.
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