2021: The Year of Happier

Ragy Thomas

January 12, 20213 min read

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Most of us spend the beginning of a new year – and much of our lives – thinking about what’s next. Wanting to get into college. Then a job. Then a family. And many will realize it’s a continuous cycle. Set a goal, achieve that goal, then create another.

Instead, what if we thought about our journey, and how we can make it more worthwhile? How can we make ourselves and others happier along the way?

At Sprinklr, we think about this “happier” journey all the time. In fact, it’s our corporate mission – to enable every organization on the planet to make their customers happier.

Trying to make customers and employees happier mattered more than ever in 2020, and it will be the top priority for companies in every industry in 2021. And, our intention is to work with brands to help them achieve this.

The Year of Happier = The Happier Customer

So how do we make people happier? We listen. We learn. And we take action to show that we care. Sprinklr approaches CXM – Customer Experience Management – from this perspective. We’re in the business of making customers happier and creating a virtuous cycle that helps them along their journey.

The brands that will win in every industry are the ones that make us happier. They connect to us. They engage us in a personal way. They listen and are open to our feedback. The companies who create, provide value, and put customers first are the ones we will look to time and time again.

The Future is About “Experiences”

Customer Experience Management (CXM) had a breakout year as customers accelerated their shift to digital channels. Customer Relationship Management (CRM) is where the world has been. Customer Experience Management is where we’re going. We believe the future is about creating experiences. Experiences that will make our customers happier. We’re thinking “different” not just “better.”

Our world moved from direct mail to email to social channels. From landlines to smartphones. From gas powered cars to electric. Each move was different, not just a better version of what came before. We’re betting the future will be about new and creative experiences, and we are committing to lead that journey every step of the way.

It’s just the beginning of how brands will embrace CXM to meet the expectations we all have for human and personalized connections.

As an eternal optimist, I always see the bright side of things. I truly believe that 2020 gave brands the opportunity to be more innovative than ever before. To engage with customers in a whole new way. And to future-proof themselves for a digital world. That’s why I think 2021 will be the Year of Happier.

The best is yet to come,


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