Modern Care
The world's leading digital-first, proactive customer experience solution.

Explore Modern Care's Products

Sprinklr Voice

Reduce call volume with a radically different contact center solution

Self-Service Community

Build & manage an online community integrated into your Care strategy

Live Chat

Respond faster with personalized, data-driven 1:1 customer support

Conversational AI and Bots

Reduce costs by automating routine inquiries with conversational AI bots

Contact Center Intelligence

AI-powered, real-time data and insights that fuel proactive customer care

Contact Center Automation

Automate workflows and processes — and drive more first-contact resolutions

Agent Assist

Analyze conversations instantly & surface predictions, suggestions & alerts

Knowledge Base

Empower agents and customers with direct access to the answers they need

Modern Research
Make decisions informed by proactive, AI-powered research, based on the most complete set of customer experience data.

Explore Modern Research's Products

Social Listening

Real-time voice of customer insights on digital and traditional channels

Competitive Insights & Benchmarking

Analyze your content’s performance vs. competitors and best-in-class brands

Product Insights

AI insights from reviews & social: How customers feel about your products

Location Insights

Real-time, location-based analysis of face-to-face brand experiences

Visual Insights

Real-time visual intelligence that powers meaningful connections on digital

Media Monitoring & Analytics

Connect stories across social & news for a complete measure of earned media

Modern Research Lite

Start uncovering insights with a free 30-day trial. No credit card required.

Modern Marketing & Advertising
Build and protect your brand’s reputation, and take action at every point in the marketing lifecycle.

Explore Modern Marketing's & Advertising's Products

Campaign Planning & Content Marketing

Save time, manage brand risk, and increase ROI with AI-powered insights

Marketing Analytics

Get a unified view of campaign performance on 30+ channels & 3rd party data


Encourage, measure, and optimize employee advocacy for your brand on social

Social Advertising

Increase your ROAS, fuel collaboration, reduce risk, and unify reporting

The only Unified-CXM platform for enterprises powered by industry-leading AI.

Explore Platform Products

Active Data Retention

Ensure compliance and fuel reporting by securely storing up to 84 months of customer data.

AI Studio

Create customized, powerful AI text classification models easily — without coding.


Leverage robust RESTful web service APIs to integrate data and execute processes with external systems.


Extend the impact of Unified-CXM by connecting to all of your most crucial third-party systems.


Experiment and learn in an isolated test setting that mimics your live production environment.

All Products
31 products. 4 robust product suites. All on the only Unified-CXM platform.

Popular Use Cases

Customer Service

Deliver seamless customer service experiences across 30+ digital channels

Help Desk

30+ channels of AI-powered analysis, prediction & suggestions—in one place

Social Listening

Real-time voice of customer insights on digital and traditional channels

Contact Center

Manage customer care on 30+ digital channels from one AI-powered platform

Social Media Automation

Plan, manage & measure brand content across 30+ channels from one platform

Online Communities

Help customers learn from each other — and reduce agent workloads

Social Suites

Consolidate all of your social media needs on the only unified social suite

Social Advertising

Increase your ROAS, fuel collaboration, reduce risk, and unify reporting

Our Story
Founder's Letter
Culture & Talent
Investor Relations
Contact Us
CXM Guide

Omnichannel Customer Experience

With customer expectations at an all-time high, learn how brands can delight customers by delivering omnichannel experiences.

Share this Topic

What is an omnichannel customer experience?

Omnichannel customer experience is a cross-channel customer-centric approach that enriches the customer’s experience with your brand. It’s not a secret that customers base their purchases on more than just product and price — customer experience has overtaken them both. Customers expect immediate and personalized service on their preferred digital channels, such as social, live chat, chatbots, and messaging apps. To deliver on this expectation, brands need to optimize every interaction across the customer journey to deliver a delightful customer experience.

What are the benefits of an omnichannel customer experience?

Adopting an omnichannel strategy can drive significant benefits for your brand, including:

  • Better customer engagement: with an omnichannel customer service strategy, you can meet customers 24x7 on their preferred channel. This maximizes your chances of reaching a broad and diverse audience through contextual content.

  • Improved customer loyalty: every single interaction matters and the level of personalization and consistency you are able to provide across channels and devices increases customer satisfaction, resulting in repeat business and happier customers. 

  • Actionable insights: you can be on top of customer concerns through a holistic view of your customers’ social activities, chats, emails, community discussions, survey results, case history, and CRM data, and provide rich data to your sales and marketing teams to deliver high-performing campaigns.

Why is an omnichannel customer experience important?

With the proliferation of digital communication channels, it has become important for brands to offer a consistent customer experience. Research indicates brands that provide a consistent experience across multiple touchpoints have a customer retention rate of 89%. On the other hand, brands without an omnichannel strategy manage to retain only a third of their customers. Brands that go above and beyond to create an omnichannel customer experience will not only be able to ensure customer satisfaction, but drive sales and revenue as well.

Key elements of an omnichannel customer experience

Any business that sets out to provide an omnichannel experience for its customers must focus on these key elements: 

  • Personalization: no two human beings are the same. Ensure you understand your customers’ needs and preferences so you can provide a seamless experience to them.

  • Accessibility: in addition to your most popular customer communication channels, work on increasing and personalizing customer touchpoints on additional channels such as social media and self-service portals. 

  • Simplicity and flexibility: ensure the customer journey is straightforward but also flexible, so when a customer has to switch channels they don’t need to repeat themselves. 

Create an omnichannel customer experience with Sprinklr

The first step in delivering an omnichannel customer experience is to eliminate data silos. Sprinklr does this by unifying customer experience data from 30+ messaging, live chat, social, and app channels on a single platform. 

Sprinklr’s industry-leading AI models transform this raw data into actionable insights for your brand — analyzing it to make 10 billion AI predictions every day, handling over 15 million monthly customer cases, and managing over 2 billion profiles across all digital channels.

As the world's only unified customer experience management (Unified-CXM) platform, Sprinklr empowers you to track every action across all channels, adjust workflows as needed, and define user roles with adjustable views and permissions. Sprinklr’s Unified-CXM platform gives you granular visibility and control over the quality of your customer engagement across all channels.

Share this Topic
related products
Related Topics


Customer Experience Management

Thank you for contacting us.

A Sprinklr representative will be in touch with you shortly.

Love means never having to say that you missed an opportunity to improve CXM.

Contact us today and let us come up with a proposal that addresses your enterprise needs.

Already a customer and need some love?

Give us a call: +1 917-933-7800

Request a Demo

Welcome Back,

No need to fill out any forms — you're all set.

Related Content

3 competitive benchmarking strategies for the media and entertainment industry
3 competitive benchmarking strategies for the media and entertainment industry

Though consumers prefer digital channels, many media and entertainment brands are slow to revise their digital strategy. Get started with these 3 strategies.

Elizabeth Shaw
January 19, 2022  •  4 min read

Read Article
Food and Beverage industry spotlight: 3 strategies for effective competitive benchmarking
Food and Beverage industry spotlight: 3 strategies for effective competitive benchmarking

For Food & Beverage brands, an unpredictable landscape has made already fierce competition even fiercer. Here are 3 benchmarking strategies to employ.

Elizabeth Shaw
December 23, 2021  •  4 min read

Read Article
Unify your digital transformation and customer experience strategies
Unify your digital transformation and customer experience strategies

Companies are missing an important element to their digital transformation strategies: customer experience (CX) transformation.

Drew Tambling
December 15, 2021  •  5 min read

Read Article


Modern CareModern ResearchModern Marketing & AdvertisingSocial Engagement & SalesUnified-CXM PlatformEducation ExperienceCitizen ExperienceSprinklr AI Sprinklr SandboxDeveloper Portal


Our ServicesTrainingPartnersAgencyDeveloper Portal
English (US)
English (GB)
PrivacyCookie PreferencesModern Slavery StatementIndex EgalitéTerms