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The Best is Yet to Come: An Open Letter to Our Customers

Ragy Thomas

September 9, 2020  •  4 min read

Dear Sprinklr Customers,

We founded Sprinklr with one mission: to enable every organization on the planet to make their customers happier with a platform purpose-built for CXM and breaking down silos.

Today, I’m pleased to share that we’ve brought in amazing new investors – Hellman & Friedman (H&F) – one of the world’s most experienced and successful investment firms – and raised $200 million at a $2.7 billion valuation, to help us do exactly that. We also secured an additional $150 million in convertible securities from Sixth Street, a leading global investment firm. 

Together, these investments represent up to $350 million in new capital that we’ll use to double-down on the value we’re creating for you.

You, Our Customers, Are Our North Star

At Sprinklr, you, our customers – representing more than 1,000 of the world’s largest brands – are our north star. From the beginning, we set out to build the world’s first CXM platform purpose-built for Customer Experience Management (CXM). And you’ve guided us every step of the way.

From humble roots in social, you partnered with us as we built listening, engagement, and advertising on one unified platform – and grew to become the leader in enterprise Social Media Management (SMMS).

You were with us three years ago as we extended that platform, introducing a suite of digital solutions for five customer-facing departments – Marketing, Advertising, Research, Care, and Engagement – giving each the modern capabilities they need to thrive in a world where customers are connected and in control.

And whether you started in Marketing or Care on your journey to CXM, you’ve brought other departments onto Sprinklr’s platform with you – laying the foundation for a unified front office that can work together to communicate across any modern channel, collaborate across every internal silo, and deliver better customer experiences at once-impossible scale.

CXM: An Idea Whose Time Has Come

We’ve always said that CXM is “an idea whose time has come.” It’s never been more clear: because of you, that time is now.

– CXM’s time has come because of Prada, which is reinforcing its digital culture by reaching a new generation of luxury customers across modern channels.

– CXM’s time has come because of Shell, which is working to centralize its teams, data, and processes to set a new standard for customer experience management on a global scale.

– CXM’s time has come because of McDonald’s, which is leveraging AI to get real-time alerts on potential issues, and understand what consumers are saying across international markets.

These brands – and the people behind them, like you, who have championed CXM from the start – are pushing your companies to break down silos and transform to meet the expectations of modern customers.

Enabling you to make your customers happier is what drives us. And it’s what keeps me awake at night, knowing there are thousands of other global brands like yours out there that need exactly what you already have – they just don’t know it yet. Unfortunately, their customers do.

It’s Time for Every Enterprise to Think Differently

With the rise of modern channels, customers are connected and empowered like never before. Every part of the front office needs to think differently as a result:

  • Customers trust each other more than brands – marketing is what they say, not what you say. 

  • Customers want to be recognized as people, not purchasers – advertising must be personal.

  • Customers volunteer feedback 24/7 on public channels – research can be actionable and real-time.

  • How you care for customers determines what they say about you – care is the new marketing.

  • Customers buy based on their experience with a brand – engagement drives sales.

These aren’t our philosophies. They’re the new realities. And they guide each of the modern products we’ve built, providing solutions and capabilities modern enterprises can no longer afford to live without:

  • Modern Marketing – get the best content to the right audience at the right time across owned channels.

  • Modern Advertising – personalize ads for any channel and know exactly where you’re getting the best ROI.

  • Modern Research – listen to and learn from the market, customers, and competitors to take action in real-time.

  • Modern Care – serve customers on the channels they choose, increasing satisfaction and reducing costs.

  • Modern Engagement – engage on every one of the 35 modern channels your customers use most.

The Best is Yet to Come 

There’s an old proverb that says, “The best time to plant a tree was 20 years ago. The second best time is now.” The same can be said for CXM. 

For those of you already on the journey toward CXM, you have a partner and platform in Sprinklr that was purpose-built to solve it from the beginning. For those yet to start, the second best time is now.

The best is yet to come,


Culture & Talent
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Article Author

Ragy Thomas

Founder and CEO, Sprinklr

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