Best Cloud-based CX Solution of the Year and Other Highlights from CCW

Last week, the Sprinklr Team attended Customer Contact Week (CCW) Las Vegas – the premier event series in the customer care industry.  With more than 5,000 attendees, over 200 expert speakers, and over 200 solution providers, CCW showcased the hottest trends, issues and challenges facing customer service professionals today. 

Here’s our recap of the most exciting moments, takeaways and a view of what customer service will look like for the rest of the year and beyond.  

Top Highlights

1. Sprinklr was recognized during the 2025 CCW Excellence Awards with the "Best Cloud-based CX Solution of the Year". This was an amazing validation for Sprinklr’s disruptive, digital-first approach to customer service, with enterprise-scale voice support and the right collaboration between AI and human agents 
2. I was privileged to participate in a special session, "Customers are still not happy: how AI can add value to CX to reverse the trend" with Adam Donnelly from Caesars Entertainment, moderated by Brooke Lynch from Customer Management Practice 
3. I also had the chance to interview Don Bradford from Accenture Song to talk about how we collaborated to transform a large consumer electronics manufacturer contact center across multiple geographies and functions. 

 What We Learned - Customers are Still Not Happy 

As we connected with colleagues, partners and customers this week, I was struck by something we discussed with Adam Connelly from Caesars in our presentation – Although companies are investing in new technology, they are not embracing change. During conversations and presentations at the Sprinklr Booth, chats on the floor, and meetings throughout the week, I realized how many brands are still forcing customers to engage with them on their own terms, leveraging legacy channels and embarking on an entirely disconnected journey.   

In fact, this is something I personally experienced recently with an airline that cancelled my evening flight. I could handle the next day rebooking through their mobile app chat but when I asked to get a hotel room for the night, I was directed to call their toll-free number.  

This is not the way.   

The criticality of interacting with customers on their channels of choice has never been clearer. As we discussed how organizations can begin to establish a unified experience that exceeds expectations, we covered topics like:  

1. Reimagining self-service in the age of Agentic AI  
2. Conversation analytics - Analyze the past to control the future  
3. One dashboard to rule them all - the power of unified reporting  
4. TikTok, Reddit, Bluesky, Discord... is your contact center ready for emerging channels?  
5. AI security and data governance in the Contact Center - no more bets!  
6. Futureproofing your AI investment in a world of fast AI evolution 

 If your organization is looking for help with any of these topics, Sprinklr can help. Request a demo and let’s talk!   

Final Thoughts 

AI is here. AI is real. AI has yet to fulfill its promise to the consumer. Organizations love AI for the efficiencies it brings, but if consumers aren’t happy, will these investments be sticky? I don’t think so. Attaching AI capabilities to a flawed customer service strategy is not going to improve customer satisfaction.

Enterprises need to unify their tools, teams, data and their channels to provide the seamless experience their customers expect. Then, they can use AI to elevate the customer and agent interaction to the next level.  The organizations that will win with customers and win long-term with AI will focus on finding the right balance between humans and AI agents to deliver extraordinary experiences on the channels their customers prefer.