October 5, 20203 min read
Recently, Sprinklr and Oracle announced our partnership to help marketing and customer service professionals quickly and easily gain access to the information and insights they need to make every customer interaction matter. In honor of National Customer Service Week which officially takes place October 5th to the 9th, I’m highlighting a few ways our partnership will help organizations double down on great customer experiences. Additionally, I’m recognizing brands that are already taking customer experience management (CXM) to a whole new level.
The theme of this year’s National Customer Service Week is “ignite a CX celebration.” This theme highlights the fact that 2020 has been a year of massive disruption, where customer experience – particularly digital customer experiences – matter more than ever before. As the world moves even more online due to the coronavirus pandemic – which has driven a 70% increase in global internet usage – the ability to serve customers on the digital channels they choose is now essential. The World Economic Forum is even calling this time in our history a “watershed moment for the digital transformation of business.”
By integrating with Oracle Fusion Cloud Customer Experience (CX), organizations will be able to double down on the digital transformation of their marketing and customer service. For marketers, this means using Oracle and Sprinklr to increase conversions by connecting Eloqua campaigns and social media marketing campaigns in real time. For customer service leaders, it means using Sprinklr and Oracle B2C Service to finally have a complete view of customer interactions – across 23 social channels, 11 messaging channels, and SMS – enabling them to drive faster resolution and higher customer satisfaction.
Today, hundreds of the world’s largest brands have multiple customer-facing functions working together on Sprinklr’s CXM platform to realize the full potential of CXM. These companies include leaders like Microsoft, McDonald’s, L’Oreal, Verizon, Prada and Santander. For example, Prada, like many retailers, increased its focus on digital platforms during the coronavirus pandemic. Sprinklr supported Prada’s efforts to identify, reach, and engage an audience likely to become the new luxury consumers – Millennials and Generation Z. Prada’s investment in digital retail platforms resulted in triple digit growth in online sales during the first half of 2020.
I’m honored, along with my team, to play a role in developing the Sprinklr and Oracle partnership. For us, National Customer Service Week is truly a celebration of years of effort to put digital customer experiences first. Looking forward to helping our joint customers propel their CXM strategy forward.
If you’re interested in learning more about our partnership, click here: https://www.sprinklr.com/partners