New Study: Why Companies Are Anchoring Customer Experience in Social

Ragy Thomas

April 28, 20173 min read

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75% of today’s S&P 500 companies will be replaced by 2027.

The business world is undergoing an unprecedented shift. A revolution that’s forcing every organization, from every industry, across every market to rewire how it operates.

Contrary to what you might be thinking, disruption is not being driven by the internet, mobile, or digital – it’s being driven by the customer.

Two billion people are connected and empowered like never before. They expect to be served on-demand and on their terms. They advocate and criticize with equal and forceful power. And how they choose to apply that force is a direct result of one thing: their experience. A feeling that’s shaped by each interaction with your brand.

Everything a brand does – the way it does advertising, marketing, commerce, and care – all play a role in shaping the customer experience. Advertising? It’s about seeing a real person with a real need, and making them aware that you exist. Marketing? It’s about creating advocates who want to evangelize on your behalf. Commerce and sales? It’s about delivering value from the very start. Care? It’s about sustaining that value so they’ll go on to tell others.

The ability to deliver more human and intuitive experiences, at every touchpoint, for every customer, is the single most strategic investment for the modern enterprise.

We saw that from the start, and created a new class of enterprise software to solve it. At Sprinklr, we’re building solutions to help each customer-facing department address the gaps caused by disruption, while maintaining a maniacal focus on one thing: building the first integrated platform to help brands reach, engage, and listen to customers seamlessly across all touchpoints. In short, we’re helping 1,200+ global brands put the customer first.

But transformation isn’t just about technology. It’s about finding the right people, creating the right processes, and building a culture that embraces change.

We worked with Harvard Business Review Analytic Services to uncover what it takes to deliver on customer experience. We surveyed 600+ managers, senior managers, and executives from B2C and B2B enterprise brands. Our respondents represented, on average, companies with $5 billion in annual revenue and 10,000 employees.

In the new report, you’ll learn that customer experience is an industry-wide, global mandate. You’ll learn how leading-edge companies are putting social media at the center of how they create customer experiences. And you’ll see how investments in customer experience and social media are paying off in terms of increased revenue, reduced costs, and better risk management.

I hope you’ll find this research helpful as you work toward transforming your own organization around the customer.

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