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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: Forrester Research 2019

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 platform 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

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.
Listen More
Learn

Learn

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

Love

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

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
1
Create more impactful content by leveraging AI-powered insights which analyse what your customers, prospects, and competitors are saying
2
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
3
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
4
Save time with your campaign planning and content production using automated workflows, agile boards and milestone tracking
5
Enhance your team's productivity with contextual collaboration between your internal teams (brand & legal) and external teams (agencies & vendors)
6
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
7
Eliminate the risk of off-brand marketing with a global compliance framework for standardized briefs, content templates, governance rules, and approval processes
8
Eliminate the risk of unauthorized marketing with an auditable governance structure that manages user access permissions based on roles and responsibilities
9
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
10
Improve your social advertising results with AI-powered, real-time optimization across social platforms, creative unit types, and audience types (psychographic, demographic, geographic)
11
Increase revenue with your social advertising by leveraging real-time optimization across the conversion funnel for click-throughs, completions, conversions, and sales
12
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
13
Reduce your creative production time with creative & campaign workflows that drive real-time collaboration between brands and agencies with auditable governance
14
Streamline and automate your ad creation and optimization using AI with a unified, cross-channel execution platform
15
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
16
Eliminate the risk of off-brand advertising with a global compliance framework for approvals, governance rules, and moderation processes
17
Eliminate the risk of unauthorized advertising with an auditable governance structure that manages user access permissions based on roles and responsibilities
18
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
19
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)
20
Stop guessing your brand equity metrics by gaining a real-time understanding of brand awareness, product perception, customer loyalty, and user satisfaction
21
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
22
Improve your CX score by using AI to examine customer feedback and optimize customer experience across all touch points
23
Make better informed marketing investment decisions by using deep audience insights to decide on event sponsorships, brand ambassadors, media plans, or content strategy
24
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
25
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
26
Protect your brand equity by finding and identifying scammers such as unauthorized resellers, fake brand handles, counterfeit products, and unwanted brand associations
27
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
28
Don't miss a revenue opportunity by empowering your Care team to seamlessly transfer identified leads to your marketing and sales team
29
Help your Care team drive new sales opportunities by making it easy for them to guide customers through relevant product information
30
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
31
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
32
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
33
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
34
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
35
Make your agents look more knowledgeable and complete care engagements faster by leveraging AI-based Smart Responses to instantly respond to customer questions
36
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
37
Don't miss an opportunity to engage with your customers on all modern social and messaging channels by leveraging integrated listening
38
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
39
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
40
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
41
Increase interactions per social media manager with AI-based conversation suggestions (Smart Replies), templates, and integrated bots that can handle routine inquiries
42
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
43
Eliminate the risk of off-brand engagement with a global compliance framework for approvals, governance rules, smart replies and moderation processes
44
Eliminate the risk of unauthorized engagement with an auditable governance structure that manages user access permissions based on roles and responsibilities
45
Manage the risk of PR crises with with account access control and the ability to automatically and instantly stop publishing across all channels

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
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.

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.

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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!

Forbes

The World’s Most Influential CMOs in 2019.

In partnership with
Sprinklr
LinkedIn

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.

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!

AI for Modern Advertising
Increase return on ad spend (ROAS) against your business outcomes using integrations, AI and automation.
AI for Modern Care
Improve customer satisfaction by reducing response times and improving quality with automation and AI.
AI for Modern Research
Advance products and services by leveraging actionable insights derived from real-time, voice-of-the-customer conversations using AI.
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.

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
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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)
Develop a Plan
Maturity Model
Download The Model
Define Who Does What
Value Model
Download The Model
Create a Financial Plan
ROI Model
Download The Model
Get Buy In From IT
Reference Architecture
Download The Model
Choose The Right Partner
Capabilities Model
Download The Model
Operationalize
Operational Model
Download The Model

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