Customer Experience Management & Unified Front Office : Sprinklr

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How do 9 of the world’s 10 most valuable brands create epic customer experiences?

Source: Forbes' The World's Most Valuable Brands 2019

They use

The first Unified Front Office for Modern Channels.

Sprinklr’s revolutionary Unified Front Office enables your organization to make your customers happier because for the first time you can connect with them on the modern channels of their choice, and with a unified view of their interactions across marketing, advertising, research, care, and engagement.

The case for investment in customer experience.

Check out what Forrester Research has discovered on the impact of improved customer experience (CX) on revenue.

The case for focusing on CX is clear – it’s the best way to improve your bottom line because when you love your customers, they will love you back.

Revenue impact of a 1-point improvement in CX

	Annual incremental revenue per customer		Avg. # of customers per company		Total revenue
Auto manufacturers (mass market)	$48.82	X	18M	=	$879M
Hotels (upscale)	$7.49	X	44M	=	$330M
Wireless service providers	$3.48	X	82M	=	$285M
Retailers (big box)	$2.44	X	100M	=	$244M
Auto/home insurers	$14.29	X	15M	=	$214M
Hotels (midscale)	$5.67	X	30M	=	$170M
Airlines	$3.48	X	48M	=	$167M
Banks (multichannel)	$8.19	X	15M	=	$123M
TV Service providers	$6.11	X	17M	=	$104M

Source:

What’s the best way to improve customer experience?

Modern communication channels have created a connected customer who demands instant engagement, personalized advertising and, proactive care. To do this requires a unified view of the customer, and a unified approach to the customer's interactions with your organization.

The modern customer requires experience management.

Organizations require 17 unique capabilities to meet the needs of the modern networked customer. Unfortunately, most organizations have created a Frankenstack of Front Office applications which creates a disconnected customer experience.

Only Sprinklr's Unified Front Office offers a unified customer ID to enable epic customer experiences because when you love your customers they love you back.

17 capabilities are required to meet the needs of the Modern Customer

Modern Marketing
Modern Advertising
Modern Research
Modern Care
Modern Engagement

Organizations have created point solution Frankenstacks to create these capabilities – driving cost, silos, and compliance risks

Modern Marketing
Modern Advertising
Modern Research
Modern Care
Modern Engagement

Sprinklr's Unified Front Office gives your organization the ability to deliver all 17 capabilities against a single customer ID

Modern Marketing
Modern Advertising
Modern Research
Modern Care
Modern Engagement

How does Sprinklr deliver great customer experiences?

So, how do you consistently create great customer experiences? You must hear your customer (Listen), know your customer (Learn), and design delightful customer experiences using that knowledge (Love).

Listen

Hear what your customers are saying across the Internet, including 23 social platforms; 11 messaging channels; and millions of blogs, review & news sites; and forums.

Learn

Understand your customers real desires by converting their unstructured and open-ended comments into structured actionable insights with artificial intelligence (AI).

Love

Show your customers how much you love them by creating epic customer experiences with personalized advertising; proactive care; and modern engagement.

Sprinklr pays for itself — discover our value realization model.

Sprinklr generates millions of dollars of value for our customers – the 45 primary business use cases below illustrate how Sprinklr can deliver positive business outcomes for your organization.

Modern Marketing

Modern Advertising

Modern Research

Modern Care

Modern Engagement

Generate more sales with better content

Create more impactful content by leveraging AI-powered insights which analyze what your customers, prospects, and competitors are saying

Improve results with the same budget by identifying high-performing content which you've already produced, and then reusing it across channels, markets and business units

Make your content more compelling by getting your customers, advocates, employees, and influencers to generate and promote content for you with UGC, advocacy and influencer features

Reduce content production costs

Save time with your campaign planning and content production using automated workflows, agile boards and milestone tracking

Enhance your team's productivity with contextual collaboration between your internal teams (brand & legal) and external teams (agencies & vendors)

Get all your teams (functions, business units, markets) working together in a single and collaborative platform with a unified calendar and centralized asset management

Protect your brand's reputation

Eliminate the risk of off-brand marketing with a global compliance framework for standardized briefs, content templates, governance rules, and approval processes

Eliminate the risk of unauthorized marketing with an auditable governance structure that manages user access permissions based on roles and responsibilities

Manage the risk of PR crises by restricting content for confidentiality, monitoring with red-flag keyword rules, and the ability to automatically stop publishing across all channels

Increase Return on Ad Spend

Improve your social advertising results with AI-powered, real-time optimization across social platforms, creative unit types, and audience types (psychographic, demographic, geographic)

Increase revenue with your social advertising by leveraging real-time optimization across the conversion funnel for click-throughs, completions, conversions, and sales

Drive better results by using listening insights from the real voice of your customer to improve your content & audience strategy across Paid, Owned, and Earned

Reduce advertising production costs

Reduce your creative production time with creative & campaign workflows that drive real-time collaboration between brands and agencies with auditable governance

Streamline and automate your ad creation and optimization using AI with a unified, cross-channel execution platform

Get the timely insights you need to improve your advertising strategy with real-time, automated reporting dashboards across social and 3rd party metrics

Protect your brand's reputation

Eliminate the risk of off-brand advertising with a global compliance framework for approvals, governance rules, and moderation processes

Eliminate the risk of unauthorized advertising with an auditable governance structure that manages user access permissions based on roles and responsibilities

Manage the risk of PR crises and overspent budgets with controlled access to accounts and budgets and the ability to automatically stop advertising across channels

Grow your business with insight

Improve your products and discover new product ideas by listening to what your customers are publicly saying (LISTEN) and then use AI to get insights on that unstructured data (LEARN)

Stop guessing your brand equity metrics by gaining a real-time understanding of brand awareness, product perception, customer loyalty, and user satisfaction

Improve your demand gen funnel conversion rates by identifying consumer purchase intent signals, switching signals, or lifecycle event signals -- before they become an MQL

Improve your customer experience

Improve your CX score by using AI to examine customer feedback and optimize customer experience across all touch points

Make better informed marketing investment decisions by using deep audience insights to decide on event sponsorships, brand ambassadors, media plans, or content strategy

Gain competitive advantage and save time by understanding their marketing rhythms and tactics, and then incorporate those insights into your own marketing plan to pre-empt their moves

Protect your brand's reputation

Stop being surprised by PR crises with AI-based crisis detection which can detect issues at the very earliest stage, while you still have time to react and alert stakeholders

Protect your brand equity by finding and identifying scammers such as unauthorized resellers, fake brand handles, counterfeit products, and unwanted brand associations

Improve your organization's crisis response SLA with a crisis management protocol that uses automated workflows to connect departments and stakeholders with mobile notifications & alerts

Make Care the new Marketing

Don't miss a revenue opportunity by empowering your Care team to seamlessly transfer identified leads to your marketing and sales team

Help your Care team drive new sales opportunities by making it easy for them to guide customers through relevant product information

Make Care an organizational priority by enabling real-time collaboration on customer issues and service insights across marketing, product, development, and executive teams

Reduce agent costs

Spend less time trying to manage your Frankenstack of point solutions and focus your resources on one unified platform for social, messaging, email, chat, and voice channels

Have your agents spend more time interacting with customers and less time on internal tasks by using smart workflows to automate housekeeping activities, approvals, and training

Increase customer interactions per agent with AI-based conversation suggestions and integrated bots that can handle routine inquiries at the front end

Increase customer satisfaction

Create more relevant and helpful customer care engagements by automating skill-based message routing and assignment so that customers are talking to the right agent at the right time

Make your agents look more knowledgeable and complete care engagements faster by leveraging AI-based Smart Responses to instantly respond to customer questions

Eliminate embarrassing social & internal escalations from highly distressed customers by using an AI-based early warning system to make sure their issues are managed appropriately & quickly

Turn social into a revenue driver

Don't miss an opportunity to engage with your customers on all modern social and messaging channels by leveraging integrated listening

Social is now the preferred business contact channel, so you can increase your prospect & customer engagement by embedding social on your Web site and other owned properties

Amplify your earned media organic reach by getting your customers, employees, and influencers to generate content for you with UGC, advocacy, and influencer tools

Get more output from social media managers

Increase your social media manager productivity by eliminating manual message sorting and, instead, automatically triaging inbound messages by priority or intent and assigning them appropriately

Increase interactions per social media manager with AI-based conversation suggestions (Smart Replies), templates, and integrated bots that can handle routine inquiries

Let your social media managers get more done by eliminating the need for multiple apps and instead use a single platform for listening, publishing, and engagement across all channels

Protect your brand's reputation

Eliminate the risk of off-brand engagement with a global compliance framework for approvals, governance rules, smart replies and moderation processes

Eliminate the risk of unauthorized engagement with an auditable governance structure that manages user access permissions based on roles and responsibilities

Manage the risk of PR crises with with account access control and the ability to automatically and instantly stop publishing across all channels

Download Modern Marketing Buyer's Guide

Download Modern Advertising Buyer's Guide

Download Modern Research Buyer's Guide

Download Modern Care Buyer's Guide

Download Modern Engagement Buyer's Guide

See how Sprinklr enables you to Listen, Learn, and Love.

More than half the planet is now connected, and these connected customers now rely on the opinions of others. The voice of the crowd has triumphed over the voice of the brand. To compete in this new world, organizations must move to a Listen-Learn-Love model of voice-of-customer marketing; personalized advertising; touchless research; proactive care; and modern engagement.

The no-compromise decision.

As a leader in all 4 Forrester social quadrants, Sprinklr is uniquely positioned to give you the best of both worlds — the advantages of a unified platform AND the best point solutions in each Front Office category.

Learn More

Do I have to worry about modern channels now?

Millennials are now moving into their 30s – the beginning of their peak earning and spending years – and companies need to communicate with millennials on their preferred channels social, chat, and messaging.

Source: Mary Meeker 2017 Internet Trends Report, Kleiner Perkins

Sprinklr AI: 5 billion predictions a day.

The challenge with modern conversations is that they are messy and open-ended. In order to make sense of this unstructured data, Sprinklr employs the industry’s most advanced AI and machine learning to pull insights out of the noise, using seven layers of AI processing.

In fact, Sprinklr AI performs five billion predictions a day across 32 industry verticals (and we’re adding new industries all the time). As a result, we can help you identify sentiments, brand mentions, brand images, logo visuals, location mentions, and brand attributes.

I’ve been using Norcut electric razors for years, but they simply weren’t giving me as clean as a shave as a traditional razor. I thought this was the price that had to be paid for the convenience of electric, but the Brello has obviously proven that false by providing such a clean shave and in a fraction of the time it would take with the Norcut . Yes, the Brello is pricey . But that price is a value for such a fast and clean shave .

Marco Delfin

@marcodelfin

10:20PM - 30 Jun 2019

Brand Detection

Negative Sentiment: Efficiency

Brand Detection

Positive Sentiment: Efficiency

Brand Detection

Negative Sentiment: Price

Positive Sentiment: Price

Positive Sentiment: Speed

Positive Sentiment: Efficiency

Learn More

Built to integrate with your existing Front Office stack.

Sprinklr is designed to be the most integratable platform on the planet, and we have successfully integrated with some of the most complex Front Office stacks in the industry. Because of our blue-chip customer base, we have mastered industry-leading security, governance, and privacy.

The only unified modern front office platform

The Modern Customer demands rapid, personalized responses – but disconnected point solutions can’t deliver this. As an end-to-end unified Modern Front Office platform, Sprinklr decreases licensing costs, decreases TCO, increases employee productivity, and improves the customer experience.

The most integratable platform

Sprinklr is designed to handle the modern channels of the Front Office, and is engineered to seamlessly integrate with traditional channels such as CRM, email, Web, and marketing automation. Sprinklr enables organizations to combine experience data with existing operational data.

The most comprehensive actionable listening

Sprinklr integrates with the broadest number of social platforms, messaging platforms, and millions of public forums. With the deepest coverage, including visual mentions, location mentions, and product experience mentions, Sprinklr finds the relevant needles in the data haystack of customer comments.

The industry’s most advanced AI technology

Sprinklr’s Artificial Intelligence and Automation enables organizations to scale across billions of customer conversations with least amount of human effort. Built into the core of our platform, Sprinklr AI automates a high volume of decisions, actions, and data analysis and is available in all Sprinklr products.

A commitment to single-instance deployment

We deploy as a single global instance for each Sprinklr customer, even when we are contracting with multiple functions, entities, or geographies within the customer’s organization. This enables global team collaboration and a single, auditable source of truth for the organization.

Enable global, cross-silo collaboration

Sprinklr enables the enterprise to connect customer-facing functional silos with a unified system of customer engagement. This enables employees to collaborate in real-time across business units, markets, and departmental silos to deliver an integrated customer experience.

Industry-leading governance

Sprinklr was built from the ground up with a governance-first mindset so that organizations can control the customer conversation within brand and legal guidelines. Sprinklr’s governance model has become the gold standard for the industry and the proven-solution for the modern enterprise.

Bank-grade security and privacy

Sprinklr has developed the industry’s most sophisticated security and privacy controls, with full GDPR compliance and the most robust solutions for managing risk and vulnerability. It’s why 4 of the 5 top U.S. banks use Sprinklr to ensure customer security and privacy.

When you work with Sprinklr, we customize your implementation to the needs of your organization so that Sprinklr fits like a glove. And if those requirements change – Sprinklr will update to match your transformation.

Want to learn more? Download our detailed Value Realization Playbooks which outline the Sprinklr implementation process.

DOWNLOAD VALUE REALIZATION PLAYBOOKS

The world’s most loved brands are powered by Sprinklr.

Our mission is to enable every organization on the planet to make their customers happier. Today, 70 of the world's 100 most valuable brands agree that Sprinklr is the secret to creating epic customer experiences.

Organizations who are making their customers happier.

Around the world, organizations are using Sprinklr to Listen to; Learn from; and Love their customers. Check out our gallery of amazing customer experience stories — we're adding new examples all the time!

How Chick-fil-A Listened to Fans and Successfully #BroughtBackTheBBQ

Together with creative agency, Moxie, and Sprinklr, Chick-fil-A improved brand sentiment through the #BroughtBackTheBBQ relaunch campaign....

How Allstate Uses Social Recruiting to Attract the Next Generation of Talent

With Sprinklr, Allstate’s recruiting and employment brand teams were able to reach 1,200 potential candidates through social....

How University of Phoenix Drove 91% Positive Sentiment on Social

The Challenge As one of the largest online universities, University of Phoenix wanted to build a digital community for its students. There was a soci...

How do you find the most important message in a sea of important messages?

Using Sprinklr's Social Listening Intuition (AI) and the existing staff infrastructure, the telecommunications company was able to more effectively pr...

How do you make your digital footprint feel like a thumbprint?

Sprinklr Content Marketing provided a single, integrated, collaborative platform for targeting, planning, assembling, and staging campaigns across soc...

How do you turn a product anomaly into an opportunity with your communications?

The computer giant used Sprinklr’s Social Listening and Content Marketing solutions to Create useful content to proactively inform consumers...

How do you streamline a marketing process that has more workstreams than it can count?

They chose Sprinklr to help manage campaigns and content globally by standardizing its marketing approach into four key phases: Ideation, Planning, Pr...

How Heartland Dental Manages 800+ Social Media Accounts

To increase efficiency, Heartland Dental partnered with Sprinklr to create an Active Directory API that automatically removes or adds new users to the...

How do you serve customers twice as fast with less than half the effort?

Sprinklr helped the customer care team filter posts easily based on priority, access posts simply through shared dashboards, and respond to customers ...

How do you make a better phone service without upgrading a thing?

The company deployed Sprinklr Social Media & Messaging Suite, Care, and Marketing to manage social and email care...

How a Global Computer Leader Embraced China’s Customer Care Channel of Choice

With 80% of customer inquiries coming from China, the company needed to refocus its care efforts to better support this market. With WeChat’s domina...

How AAA Club Alliance Saved Over $1 Million in Annual Efficiencies

Using Sprinklr’s integrated platform, the AAA affiliate dramatically reduced the amount of time and money spent managing social content....

How Transcosmos improved social advertising campaign management efficiency

Transcosmos leveraged Sprinklr to optimize advertising campaigns for several key clients by decreasing average Cost Per Install, and unlocking time fo...

How do you drive a complex social media operation with a simple tool?

Sprinklr's helped the energy company centralize its operation, bringing content creation, approvals, publication, and amplification together in one pl...

How Moen Became a Leader in Style, Service, and Social

North America’s number one faucet brand, Moen, increased efficiencies for social care and advertising by uniting teams on Sprinklr and decreased SLA...

How Sonos Established Itself as a Leader in Home Audio

A dedicated fanbase looking for answers Electronics company Sonos wanted to connect to its audience and show appreciation for its dedicated fans. Man...

How Talpa used Sprinklr to drive social engagement on The Voice globally

The Challenge With over 65 local productions seen in over 180 countries, The Voice, a record-breaking show created by Talpa, has unsurprisingly amass...

How Sonos built a personalized product launch strategy

A dedicated fanbase looking for answers Electronics company Sonos wanted to connect to its audience and show appreciation for its dedicated fans. Man...

How McDonald’s stays ahead of the competition

The Challenge McDonald’s was already using Sprinklr’s integrated platform to successfully align social media activities across 28,000 accounts. T...

How Starwood uses social to create the ultimate guest experience

The Challenge Unlocking the secret to social success In 2014, Starwood began to monitor and measure various aspects of the customer journey via so...

The World’s Most Influential CMOs in 2019.

In partnership with

In partnership with Forbes and LinkedIn, we identified the world's 50 most influential Chief Marketing Officers. This data-driven ranking profiles the marketers who are doing it best, and highlights the most impressive (and influential) marketing initiatives of the past year.

#1 Keith Weed

Chief Marketing & Communications Officer

#2 Marc S Pritchard

Chief Brand Officer

#3 Antonio Lucio

Global Chief Marketing Officer

#4 Ann Lewnes

Executive Vice President & Chief Marketing Officer

#5 Kristin Lemkau

Chief Marketing Officer

#6 Leslie Berland

Chief Marketing Officer & Head of People

#7 Raja Rajamannar

Chief Marketing & Communications Officer

#8 Linda Boff

Chief Marketing Officer & VP of Learning and Culture

#9 Phil Schiller

Senior Vice PResident of Worldwide Marketing

#10 Karen Walker

Senior Vice President & Chief Marketing Officer

#11 Chris Capossela

Chief Marketing Officer & Executive Vice President of Consumer Business

#12 Kelly Bennett

Chief Marketing Officer

#13 Stephanie McMahon

Chief Brand Officer

#14 Alicia Tillman

Chief Marketing Officer

#15 Michelle Peluso

Senior Vice President of Digital Sales & Chief Marketing Officer

#16 Lorraine Twohill

Senior Vice President, Global Marketing

#17 Britta Seeger

Member of the Board of Management, Mercedes-Benz Cars Marketing & Sales

#18 Francisco Crespo

Senior Vice President & Chief Growth Officer

#19 Lynne Biggar

Chief Marketing & Communications Officer

#20 Dean Evans

Chief Marketing Officer

Download Report

Want to learn more? Check out our awesome Webinars.

As the market leader Sprinklr is also the category thought-leader, profiling modern channel influencers to create our series of innovative and award-winning Webinars. Become a learn-it-all and watch them all today!

Social Suites: How to Unify Your Front Office

Join Sprinklr and VP & Research Director, Brigitte Majewski of Forrester as we discuss the rise of the social suites and how you can deliver the highly demanded, exceptional experiences of today and the future.

AI for Modern Marketing

Boost the ROI of content using AI-powered integrated insights and reuse.

AI for Modern Advertising

Increase return on ad spend (ROAS) against your business outcomes using integrations, AI and automation.

More Webinars

The Sprinklr Coffee Club.

Join host Marshall Kirkpatrick as he interviews a new modern channel influencer every week. Informal, unscripted, and unexpected — the Sprinklr Coffee Club combines a good cup of joe with insightful commentary on the changing communications landscape.

Mark Schaefer

Executive Director

Brian Fanzo

Millennial Keynote Speaker

Susan Emerick

Principal & Founder

Sarah Evans

Digital Correspondent & Consultant

Scott Monty

Executive Advisor / Speaker / Neoclassical Strategist

Leslie Poston

Director Content, Social, Comm

Justin Garrity

VP Product Management

Amber Naslund

Senior CM Evangelist at LinkedIn

Rachel Happe

Principal & Co-Founder

Our unique culture and what it takes to be a Sprinklrite.

At Sprinklr we use The Sprinklr Way as our path for working, living, and being. The elements of The Sprinklr Way act as guiding principles which unite Sprinklrites all around the world and create great experiences for our customers.
We have 5 core values:

Learn More

#SprinklrLife

Deliver epic customer experiences with a Unified Front Office.

Our Digital Customer-First Transformation Framework has been developed with the experience from more than 1,000 enterprise-level implementations, and will help you successfully drive a Unified Front Office digital transformation in your organization.

Develop a Plan

(Maturity Model)

Define Who Does What

(Value Model)

Create a Financial Plan

(ROI Model)

Get Buy In From IT

(Reference Architecture)

Choose The Right Partner

(Capabilities Model)

Operationalize

(Operational Model)