Introducing the First Version of the First Unified Platform for CXM
October 4, 20175 min read
We started Sprinklr in 2009 because we saw something most didn’t want to see.
A world reshaped, then reshaped again, by social. A world in which customers, not companies, are in control. A world where large, seemingly soulless, enterprises can (and must) rediscover the humanity within themselves.
Sprinklr just celebrated its eighth birthday. It’s a huge milestone for a company that started out in a spare bedroom in New Jersey, and a humbling day for me personally. Our birthday is just not a celebration of what we’ve achieved over time – and our growth to a 1,500-person organization – but also a reminder of the rainbow we’re still chasing together.
From the very beginning, we set out to build a new class of software to help enterprises brave the realities of an un-enterprise world. So we architected Sprinklr to be the most complete social media management platform for the enterprise.
At our Digital Transformation Summit in April, we made a major push from social media management into customer experience management (CXM) – announcing the extension of our platform as clouds for customer-facing functions: marketing, advertising, research, commerce, and care. In doing so, we revealed our true purpose as the only CXM platform built from the ground up for a world where customers are in control.
Today is the manifestation of our original vision, and the fulfillment of the promise we made in April.
I’m proud to announce the general availability of eight new integrated products and a new user experience for the Sprinklr Experience Cloud.
These new capabilities round out Experience Cloud as the first unified customer experience management platform for the enterprise. With Sprinklr, global companies can – for the first time – communicate externally across channels, and collaborate internally across internal silos to deliver more human experiences at scale.
You can find out more by reading the press release. In the meantime, here’s a preview of what’s new for Experience Cloud.
Experience a new design architecture and user interface for Experience Cloud. This isn’t just a design makeover. It’s a reimagination of the entire Sprinklr platform experience – making it a simpler, faster, and easier way for teams to collaborate across internal silos to deliver customer experiences at scale.
Comprehensive Social Listening Tool: Leverage deep access to Twitter’s data platform and enhanced artificial intelligence to gain an instant, company-wide view into the topics, audiences, and tactics driving the market by listening across global digital channels. And with 300 billion historical social conversations – plus news, blogs, and forums – readily available, market research can happen both on-demand and in real time.
Sprinklr Display: Use dozens of out-of-the-box templates – and harness the ability to control displays from any mobile device – to transform social media data into visualizations that surface actionable insights and drive business value. Any retail location, outdoor space, or venue can become an immersive brand experience.
Content Marketing Platform: Manage a global marketing calendar of record that brings together strategy, execution, and reporting in one platform to increase brand reach, campaign effectiveness, and content reuse. Cross-functional collaboration is streamlined with a new planning interface, sophisticated workflow management, and configurable templates for various channels.
Employee Advocacy Program: Using self-service administration and management of a branded digital destination, drive brand affinity by identifying, engaging, and activating passionate employees, customers, and other brand advocates.
Paid Media Advertising: Harness sophisticated automation to increase return on ad spend by planning, executing, analyzing, and optimizing advertising across paid, owned, and earned. And with a new centralized ads creative library, global teams and their agencies can use, localize, and reuse high-performing ad collateral.
Location Insights: Tap into listening insights and industry-specific text analytics to quickly identify, prioritize, and implement high-impact improvements to increase customer satisfaction in real time. Armed with a holistic view of customers across digital, social, and physical locations, customer-facing teams can know and serve customers like never before.
Ratings and Reviews: Ratings, reviews, and replies are automatically brought into Sprinklr monitoring dashboards – sitting alongside regular social engagements – empowering brands to sell more by leveraging user generated content. Now, every external brand conversation and feedback gathered from any channel is in one spot, seamlessly integrated with commerce and CRM systems.
Social Care: Increase efficiencies and usability with infinitely customizable workflows and layouts designed for both the agent and supervisor point-of-view. Manage cases, route messages, engage customers, and manage feedback across any digital channel to deliver more personalized and intuitive customer care experiences.
This is the first version of the first unified platform for CXM.
We’re living in a new world where the old rules don’t apply. We saw that from the start, and designed a new class of enterprise software to solve it. With these product upgrades, we’re unveiling version one of the CXM platform we’ve always aspired to build. Consider this day one in fulfilling the destiny we have always seen for ourselves.
The best is yet to come.