Social suites that combine social media strategy with a Unified-CXM platform can more effectively drive the value of your social engagement. Learn more.

Learn how leveraging competitive benchmarking data can help track performance internally to identify opportunities and navigate threats.

It’s impossible to remember everything With the rising popularity of conversational chatbots, simple customer queries are now handled automatically. That’s great for customers because they get faster answers, and it’s great for companies because it lets …

Here are the facts: 84% of consumers trust online reviews as much as a personal recommendation, and consumers are also willing to spend 31% more on a business with excellent reviews. In other words, customers are paying close attention to feedback about …

Today, Sprinklr is a publicly traded company on the New York Stock Exchange: CXM. This is an incredibly humbling milestone, and the beginning of an exciting new chapter in our journey. Everything we’ve built and accomplished over the past decade has led …

Creating a unified customer experience is critical for brands to differentiate themselves from the competition and delight customers. Over the past few weeks we’ve discussed how to: Understand customers’ changing expectations and the impact on your brand…

If you use the terms “social monitoring” and “social listening” interchangeably, you’re not alone. But, it’s important to realize that the difference goes beyond semantics. Despite the fact that the two terms are often used interchangeably, they represen…

Media-savvy brands have known for years that every Facebook post from a delighted customer or tweet from a disgruntled former employee represents a voice: a real person with family, friends, and meaningful influence in their respective networks. A social…

Business leaders are catching on to the importance of customer experience management (CXM); in fact, 91% of organizations surveyed said they aspire to be among the customer experience leaders in their industry. At the same time, many seem stuck in the as…

There was a time not too long ago, in a galaxy not too far away, when the shopping experience began and ended at the doors of a brick and mortar store. You decided you wanted to buy something, made the journey to the store, found your item, purchased it,…

Social media is a vast ocean of opportunities for brands. It’s also a dark sea full of risk. Risk of being non-compliant. Risk of humiliation due to errant tweets. Risk of irreparable reputational damage. Like I said — a dark, scary, risky abyss. Compani…

For marketers, digital disruption has increased competition and driven fundamental changes within the industry. Brands and employees are now expected to harness fast-changing technologies to provide personalized service to customers in real time. For wom…