Why brands today are seeking Unified Customer Centric Solutions?

CXOToday has engaged in an exclusive interview with Mr. Arun Pattabhiraman, CMO, Sprinklr 


  1. How is Sprinklr looking to be one of the contributors to India’s technology and digital transformation journey by providing customized services to its clients? How is Sprinklr contributing to India’s digital transformation goals?

India has always been important for Sprinklr. Our founder/CEO Ragy Thomas was born in India, we have thousands of employees based in India, and we work with valuable brands based in India.

Sprinklr is building both from India, for India. Employees based in our Bangalore and Gurgaon offices are developing the latest innovations in enterprise software, and providing trusted implementation to support Sprinklr’s growing global customer base.

India is rapidly embracing digital channels such as Facebook and Instagram to connect with brands. This is fueling Sprinklr’s growth in the region, with leading companies such as Vi and boAt selecting Sprinklr to support their customer experience management goals. Sprinklr’s expanded customer service offerings are also transforming the way leading India-based companies connect with customers. For example, HDFC Bank is using Sprinklr to empower more than 12,000 contact center agents to work across live chat, WhatsApp, social, SMS, email and voice using a single console that integrates directly back into CRM and back-end systems — eliminating the need for customers to switch channels to resolve issues and giving agents one platform for a complete customer view.


  1. What is the growth of Sprinklr in India with respect to clientele and reach?

Sprinklr’s growth in India has been strong over the last few years , and the company is well positioned for continued growth as customer experience management (CXM) is becoming a strategic investment for every business. Global brands such as L’Oréal and Microsoft are relying on Sprinklr for customer experience and digital customer service, and many Indian companies like HDFC Bank, Lenskart, boAt, are increasingly adopting Sprinklr to provide exceptional customer experience.


  1. Why is “unified customer experience management” important for India’s digital transformation journey and helpful for companies based in India at this time?

Sprinklr’s unified customer experience management (Unified-CXM) platform is critical for India’s digital transformation journey because it can uniquely help companies redefine the way they reach, engage, and listen to customers across digital channels.  This ability to deliver human and intuitive experiences, at every touchpoint, for every customer, is the single most strategic investment for the modern enterprise. Unfortunately, siloed teams, disjointed data, and disconnected technology are common challenges keeping enterprises from delivering seamless customer experiences.

Sprinklr understood this challenge from the beginning, and back in 2009 built the only unified platform that solves the challenge of disappointing, disconnected customer experiences. Today, Sprinklr has four product suites on one platform to help every customer-facing department connect with customers: Sprinklr Service, Sprinklr Insights, Sprinklr Social, and Sprinklr Marketing.


  1. What are India’s digital transformation or customer experience trends that we’re noticing right now?

The pandemic further propelled the use of digital channels like Facebook, Instagram, Twitter, and YouTube to connect with customers. This means companies increasingly need to be able to listen to and engage with customers on any channel, at any time.  In India, we expect companies to respond to this growing trend by accelerating the integration of innovative digital technologies into their customer-facing processes.

We are also seeing renewed interest in AI with the advent of generative AI technologies like ChatGPT. AI will help make the customer experience more empathetic, personalized, and intuitive. AI will also help with localization, with chatbots speaking in hybrid languages such as Hinglish to match customer preferences. AI will help summarize customer interactions and note follow-up actions helping drive productivity. We will also start to see the deployment of a governance layer on top of AI to ensure a consistent customer experience.

Leave a Response