Voice of the Customer, customer service and success, contact-centre operations and IVR, chatbots and agent experience, brand perception.

Dumpy Sharma is a tech and creative content writer with more than seven years of experience, and one of the most prolific guest contributors on the Sprinklr blog. Her catalogue runs deep across customer service, Voice of the Customer and contact-centre operations, spanning VoC survey design and survey fatigue through to IVR, chatbots, call-centre productivity, agent experience and customer success. Her real gift is taking research-heavy, process-driven CX topics and shaping them into clear, structured guides that teams can genuinely put to work. That blend of tech and creative is her signature. She is equally comfortable explaining the mechanics of an IVR build or the emotional nuance of customer courtesy, and her writing consistently balances rigour with readability. Her background as a technical content writer gives even her most detailed pieces a dependable, well-researched backbone.