Eight Launches Give Sprinklr 'Unified CXM Platform'
October 4 2017
Customer Experience Management software firm Sprinklr has announced no fewer than eight new integrated products within its 'Experience Cloud' solution, making it 'the first unified CXM platform for the enterprise with a foundation in social'.
The NYC-based company, which in July 2016 secured a $105m round of funding valuing it at $1.8bn, helps blue chip clients reach, engage, and listen to customers on Facebook, Twitter, and two dozen other social media channels for five specific purposes: marketing, advertising, research, care, and commerce. Six months ago it announced it was expanding beyond social media management into CXM (otherwise known as CEM), creating a 'cloud' for each of these five functions.
The new products cover each of the five areas, plus the 'social cloud', and are described as follows.
Social Cloud:
- Comprehensive & Enhanced Social Listening using deep access to Twitter data and enhanced AI for an instant, company-wide view of what's 'driving the market' across social media channels
- Sprinklr Display, offering templates and the ability to control displays from any mobile device to create visualizations of social media data.
Marketing Cloud:- Content Marketing with a global marketing calendar of record, bring together strategy, execution, and reporting in one platform, and
- Advocacy Marketing to 'drive brand affinity by identifying, activating, and engaging advocates'.
Advertising Cloud:- Paid Media Advertising: with automated systems for planning, executing, analyzing, and optimizing ad across paid, owned, and earned media
Research Cloud:- Location Insights: using listening and industry-specific text analytics to identify and implement improvements to customer satisfaction in real time.
Commerce Cloud:- Ratings and Reviews: automatically brought into Sprinklr monitoring dashboards
Care Cloud:- Social Care: offering customizable workflows for more personalized care.
The firm also announced
Space Experience, a new design architecture and user interface.
Ragy Thomas, the firm's founder & CEO, says the new-look Experience Cloud is 'version one of the CXM platform we've always aspired to build, giving companies - for the first time - the ability to communicate externally across channels and collaborate internally across silos to deliver more human experiences at scale'. CTO Pavitar Singh says the development has taken seven years of work behind the scenes, and 'almost two years of front-end development to create a user experience to match it'.
With 1,500 employees in 20 offices, the company is online at
www.sprinklr.com .
All articles 2006-23 written and edited by Mel Crowther and/or Nick Thomas, 2024- by Nick Thomas, unless otherwise stated.
