Sprinklr Publishes New Social Research On Customer Experience Management

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Worldwide leader in social media product innovation releases Journal of Customer Experience, highlights how Fortune 500 brands are transforming at scale around social, mobile, and customer experience

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We’re transforming the way we interact with our customers -- from customer service to sales and compliance -- to create more valuable experiences that, ultimately, increase customer loyalty and drive tangible business results.

Sprinklr, Inc., the most complete enterprise social media management technology in the world, announced today the publication of their second Journal of Customer Experience. With contributions from thought leaders at McDonald’s, New York Life, Forbes Media, Royal Dutch Shell, Unilever, Nasdaq, and Edelman Digital, and using custom data studies from Sprinklr’s Social Business Index, the Journal highlights the opportunities for brand marketers in the age of the connected consumer.

“According to Gartner Inc., by 2016, 89 percent of businesses will compete on customer experience,” said Ragy Thomas, founder and CEO of Sprinklr. “Sprinklr’s Journal of Customer Experience shows that to remain competitive in the age of the empowered customer, global enterprise brands must put social at the core of their business to achieve digital transformation and manage experiences at every touchpoint.”

Data analyzed by Sprinklr’s Social Business Index showed that customer experience management should be a priority for brands now more than ever:

  • 47 percent of Americans say Facebook is their #1 influencer of purchases.
  • 51 percent say social opinions influence their purchase decisions.
  • 63 percent of millennials say they stay updated on brands through social networks.
  • 46 percent “count on social media” when buying online.

“Brands can no longer look at social in a vacuum; to be successful, we must put social at the core of our organizations,” added Journal contributor Ann Marinovich, Vice President, Advertising Products and Strategy, Forbes Media. “We’re transforming the way we interact with our customers -- from customer service to sales and compliance -- to create more valuable experiences that, ultimately, increase customer loyalty and drive tangible business results.”

Sprinklr’s Journal of Customer Experience builds upon the success of the inaugural July 2014 edition, which featured contributions from Citi, Cisco, and Kia and underscored the $5 billion opportunity for marketers, technologists, and platforms to invest in paid social media.

To download Sprinklr’s Journal of Customer Experience or obtain additional information about the data behind the study, visit: http://spr.ly/journal-v2

About Sprinklr
Sprinklr is the most complete enterprise social media management technology in the world, purpose-built for large companies to drive business outcomes and manage customer experiences across all touch points. Called "the most powerful technology in the market" by Forrester Research, Sprinklr's fully integrated social experience management software powers more than four billion social connections across 77 countries. Headquartered in New York City with almost 600 employees globally, Sprinklr is revolutionizing customer engagement for more than 750 of Fortune’s top enterprise brands, including IHG, Intel, Microsoft, Samsung, and Virgin America, and partners like Deloitte, Accenture, R/GA, Golin, and AKQA. For more information, visit sprinklr.com or tweet us at @sprinklr.

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Julianna Bowman
Sprinklr
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