Singapore – When it comes to customer experience(CX), customer data serves as a significant source of insights that can be used to predict behaviours and needs, while informing an organisation on how it resonates with its customers. 

However, brands within the Asia-Pacific(APAC) region still face significant challenges in the way data is collected and analysed, according to a report from unified customer experience management platform Sprinklr and global customer experience platform CX Network. 

Specifically, the report found that 46% of brands in APAC said they do not have a central data storage required to deliver a competitive customer experience, with only 58% indicating that they had an annual budget of US$100,000 or less for contact centre solutions.

On the other hand, 79% of brands in APAC are using multiple tools to understand customer data, impacting operational efficiency as well as overall customer experience, with 54% of brands storing their contact centre data in a way that can be easily analysed.

With these findings in mind, the report underscores that modern CX demands unified systems that enable digital communication channels handled by the contact centre to deliver the most comprehensive understanding of customers, their experiences, and the likelihood that they will return.

The ability to do this depends on where customer data is stored, whether it is received by CX teams in real-time, how it is actioned, and the tools available for the job.

Talking about the findings, Melanie Mingas, editor in chief at CX Network, said, “When it comes to advancing the quality of CX and the efficiency of operations, these organisations must take the opportunity to embrace AI-powered tools that support workflows and analyse customer interactions across all channels. This report outlines the benefits of upgrading the tech stack and provides practical advice on how to initiate such a project.”

Meanwhile, Arun Pattabhiraman, chief marketing officer at Sprinklr, said, “The use of multiple disconnected tools for CX management can lead businesses to underutilise their consumer data and miss key business insights. Our latest report spotlights some of the industry-wide gaps in data collection and analysis for the Asia-Pacific region, to encourage a shift to the more optimal approach of unified CX management.”

“Sprinklr’s unprecedented AI-powered CXM platform is a global leader in this space, helping some of the world’s leading businesses extract the maximum value from their data, while improving their overall customer experience,” he added.

Singapore – Sprinklr, the unified customer experience management (Unified-CXM) platform, has announced its expanded strategic partnership with multinational advertising company WPP to bring AI-powered customer experience management solutions to global brands. 

In this partnership, WPP will become Sprinklr’s first global agency partner and both will collaborate to launch a new offering, CX Live AI, that connects both companies’ AI tech resources and capabilities.  

The joint offering will leverage Sprinklr’s AI+ platform, including its customised AI models and generative AI capabilities, and WPP’s own AI resources to offer help to WPP teams in creating optimised content that reaches the right audiences. 

Together, WPP and Sprinklr plan to create AI solutions that will help global clients deliver more personalised and consistent experiences to their respective customers using Sprinklr’s unified customer experience management (Unified-CXM) platform. 

The partnership comes as both companies understand the challenge of creating a seamless customer experience across a variety of channels. With this, Sprinklr can now offer a platform that can provide WPP’s largest client companies with a comprehensive view of data to inform insights and analytics, helping them reach, engage, and listen to customers at scale.

Both companies are expected to work together on shared data, analytics, and solution development for joint clients. Furthermore, WPP teams will receive priority support from Sprinklr, including bespoke enablement programmes and early access to new Sprinklr products and platform features. Meanwhile, WPP will participate in Sprinklr’s Partner Advisory Board to help shape the roadmap for products.

As of now, WPP and Sprinklr are collaborating on solutions with only select clients, such as The Coca-Cola Company, where teams leverage AI insights around customer engagement to inform creative development and channel selection.

Stephan Pretorius, CTO at WPP, said, “Through the seamless integration of WPP’s AI toolset with Sprinklr’s AI+ platform, we are reshaping how brands can connect with their audiences. This partnership enhances our existing AI offerings and enables our clients to create customer experiences across all touch points on a scale like never before, further solidifying our position as a leader amidst the technology revolution that is transforming our industry.”

Ragy Thomas, founder and CEO at Sprinklr, also commented, “Sprinklr and WPP serve many of the world’s most iconic brands. Together, this partnership will enable customers to effectively deploy AI that will result in measurable productivity, cost savings, and the seamless experiences customers have come to expect today. Integrating Sprinklr’s AI-powered Unified-CXM platform with WPP’s AI toolset will help our shared customers quickly adopt the latest AI technologies while ensuring the enterprise-grade privacy, security, and governance that Sprinklr and WPP have built our businesses on.”

Singapore – Unified customer experience management platform Sprinklr has announced the integration of TikTok Video Shopping Ads directly into the Sprinklr platform. This enables international brands to optimise ad performance and create a variety of TikTok Video Shopping Ads kinds. 

These advertisements can target and captivate both new and returning audiences, allowing brands to boost engagement, increase TikTok sales, and maximise their return on ad investment.

Any activity that a user or customer performs on their website or app can be recorded using data connections. With more knowledge of the shopper’s user journey, which includes holiday planning, gifting, celebrating, indulging, sharing, and more, the system is able to reach users with holiday messaging and Video Shopping Ads that will resonate with them.

To maximise the benefits of data connections, brands should set up both TikTok Pixel and Events API before the start of Q4 to ensure the ad delivery in preparation for the holiday season. This not only allows for integration between the platform and the user’s systems, but it also improves TikTok Ads Manager’s ability to precisely determine the optimal timing and placement for ad delivery, increasing the potential for the conversions. 

Sprinklr signed on as TikTok’s first advertising partner in 2020, and in 2022 it grew by adding a content marketing specialty. Sprinklr has recently added video shopping ads, to be able to help marketers manage, carry out, and optimise campaigns for both organic and paid content on TikTok.

Singapore Sprinklr, a unified customer experience management platform, announced Scott Harvey’s appointment as the executive vice president of customer operations. Harvey will report directly to Ragy Thomas, the founder and CEO of Sprinklr, in his new position.

In his new position, he will oversee and lead the company’s executive leadership team, where he will have the responsibility of improving and streamlining operations that deal with customers, from pre-sales solution consulting to post-sales customer success and ongoing services.

Harvey is transferring from Stripe, where he served as the global head of technical sales and services, to Sprinklr. In this role, he oversaw pre- and post-sales teams focused on increasing customer adoption and usage of Stripe’s product offerings, which significantly increased revenue.

Prior to joining Stripe, Harvey held a number of important executive positions at ServiceNow, Inc., where he spent more than six years as senior vice president of solution sales and senior vice president of solution consulting. During his term, ServiceNow, Inc. underwent growth and expansion, with revenue surging from $425 million to $4.5 billion and the company’s workforce expanding from 1,800 to 13,000 employees.

Speaking about the appointment, Thomas said, “The Sprinklr unified customer experience management (Unified-CXM) platform built with proprietary Artificial

Intelligence (AI) is a no-compromise approach to better customer experiences for the world’s leading enterprise brands. With our unique ability to unify customer experiences, we are attracting world-class leaders like Scott to help optimise our customer-facing operations as we continue our journey of growth and scale.” 

He added, “Scott will help strengthen our pre- and post-sales rigour so sales can translate our world-class technology to measurable and transformative business value and our post-sales can deliver on the promises made one hundred percent of the time.”

Meanwhile, talking about his appointment, Harvey remarked, “The most exciting thing about joining Sprinklr is the opportunity to work directly with iconic brands and strategic partners across almost all industries to help transform businesses and their front office. When there is opportunity to grow into new or existing accounts while providing increased value, that is an exciting journey that I want to be a part of.” 

Singapore – Sprinklr, the unified customer experience management (Unified-CXM) platform for modern enterprises, announced the platform release of 18.8 to offer a unified customer experience through generative AI integrations. 

The latest platform release aims to empower customer service, marketing, sales, and social teams with its AI-powered enhancements and generative AI integrations. It is also expected to drive higher productivity, better decision-making, and more seamless experiences from customer-facing teams.

With 18.8, Google Cloud’s Vertex AI and OpenAI’s GPT models are now integrated into the proprietary platform, Sprinklr AI+. The integration allows Sprinklr AI+ to give brands unified generative AI capabilities for customer service, insights, social media management, and marketing built with enterprise-level governance, security, and data privacy. 

Furthermore, customers using the platform can now utilise Generative AI with just a few clicks, meaning they do not need to learn new workflows while enjoying the accuracy, security, and privacy offered by the Sprinklr platform.

The 18.8 introduces over 700 new features and enhancements across four of Sprinklr’s product suites: Sprinklr Service, Sprinklr Insights, Sprinklr Marketing, and Sprinklr Social. 

For Sprinklr Service, the platform enhancements will create smarter contact centres with the generative AI capabilities of Sprinklr AI+. Included in the enhancements are the generative AI-powered insights hub, quality management enhancements, conversational analytics 2.0, conversational AI+, video commerce on live chat, and a more robust workforce management solution. 

The 18.8 platform version also leverages improved actionability, upgraded channel coverage, and workflow improvements for Sprinklr Insights. Some of the enhancements include the introduction of an AI-powered insights assistant, generative AI-powered automatic summarization, and expanded source coverage for Chinese apps. 

Meanwhile, the new Sprinklr Marketing aims to ensure that campaigns engage audiences better than before. This is possible through its effortless and quick ad content creation, dynamic content adaptation, streamlined UTM tracking, and more optimised Google discovery ads. 

Lastly, the 18.8 platform version will also drive better social media engagement and improve governance for users on Sprinklr Social. The enhancements to the suite included new channel integrations, privacy settings, admin configurations, new Slack integrations, and automated video optimisation. 

Ragy Thomas, founder and CEO at Sprinklr, said, “Sprinklr is the fastest and most effective way to get AI into a global brand’s front office, prebuilt for security and data privacy.” 

“With Sprinklr AI+, our more than 1,400 enterprise customers can increase productivity, boost the quality of insights, and drive automation across their front office functions. Sprinklr’s ability to seamlessly integrate with customers’ own models, create new ones, or integrate with Sprinklr AI+ gives customers choice and access to the latest generative AI technologies,” he added. 

Singapore – Sprinklr, a platform that manages customer experiences in modern companies, has recently made public the integration of its Sprinklr AI+ platform with Vertex AI on Google Cloud, enhancing its capabilities for unified customer experience management.

The Sprinklr AI+ platform provides generative AI capabilities for use across various business functions with strict governance and security standards. This integration enables users of Sprinklr to improve productivity and user experiences by fusing Vertex AI models with Sprinklr’s own AI.

With over 1,250 industry-specific AI models covering more than 100 languages and 150 countries, Sprinklr AI+ is the next phase in the development of Sprinklr’s AI. In order to provide customers with structured insights, it processes volumes of unstructured data, including text, audio, video, images, metrics, and time series data. 

Additionally, users of Sprinklr now have access to features across all four Sprinklr product suites: Sprinklr Service, Sprinklr Social, Sprinklr Marketing, and Sprinklr Insights, thanks to the integration of GoogleCloud’s Vertex AI APIs.

By implementing generative AI, retail companies can optimise their contact centre operations. This will allow service agents to modify response attributes like length, tone, and grammar with a single click. Additionally, this development gives agents access to personalised, real-time excerpts from chosen articles, streamlining customer interactions and developing service quality.

Speaking about the partnership, Ragy Thomas, CEO and founder of Sprinklr, remarked, “Generative AI is giving our AI wings. Our customers demand the ability to work with their preferred AI tools and partners and offering flexibility and choice is a major advantage. This expanded partnership with Google Cloud allows us to offer our customers access to their preferred generative AI platforms integrated with Sprinklr’s proprietary AI+ focused specifically on deriving insights from unstructured customer experience (CX) data.”

He added, “Together we can help the world’s most iconic brands leverage AI to break down silos and empower marketing, sales, and customer service professionals to serve customers the way they should in the new world.”

Meanwhile, Rodrigo Rocha, director of global partnerships at Google Cloud, said, “Generative AI can create entirely new experiences for users and value for businesses.Through our partnership, Vertex AI will power new generative AI experiences for Sprinklr users while ensuring the highest levels of data privacy and security.” 

Singapore – Unified customer experience management platform Sprinklr has announced launch of Sprinklr AI+, a generative artificial intelligence (AI) feature which aims to facilitate content creation, improved feedback and assistance, and identification of insights and subsequent actions – all while being committed to enterprise-level governance, security, and data privacy.

Sprinklr AI+ allows enterprises to combine unstructured, CX data from 30+ digital channels – including social platforms, messaging platforms, and millions of publicly available news, blog, and review sites – with generative AI to create content, improve feedback and assistance, and more quickly identify insights and subsequent actions. 

Moreover, Sprinklr AI+ incorporates generative AI powered by an integration with the OpenAI enterprise API. This bespoke arrangement includes robust security and privacy terms and demonstrates Sprinklr’s commitment to safeguarding our customer’s data.

The new offering gives brands a unified generative AI capability for social media management, customer service, and marketing that is built with enterprise-level governance, security, and data privacy in the design.

Through the new offering, Sprinklr customers can tap into new features across all four Sprinklr product suites namely its unified omnichannel contact center as a service (CCaaS) ‘Sprinklr Service’, AI-powered research platform ‘Sprinklr Insights’, unified omnichannel platform ‘Sprinklr Marketing’, and social media management offering ‘Sprinklr Social’.

Pavitar Singh, chief technology officer at Sprinklr, said, “We have seen massive demand for generative AI capabilities to improve customer service and employee efficiency. Sprinklr AI+ brings this transformational technology to customer experience at the enterprise level and has the potential to revolutionize the front office for our global customers.”

Singh added, “For us, this is the next evolution of our AI journey to help our customers work better, faster, and more cost effectively, while preserving the level of governance, compliance, and data privacy that the most iconic brands in the world require.”

Singapore – Sprinklr, the unified customer experience management (Unified-CXM) platform for modern enterprises, has announced the appointment of Haitham Elkhatib to senior vice president of growth markets

Elkhatib will be responsible for accelerating the growth of Sprinklr’s platform and capitalising on the strong demand in MEA and APJI, which includes the Middle East, Africa, Asia-Pacific, Japan, and India markets.

In the new role, he brings with him years of valuable sales strategy experience. He joined Sprinklr in 2018 as regional director in Dubai and has been instrumental in scaling sales efforts and driving awareness of the unique Unified-CXM value proposition in the MEA market. 

Prior to joining Sprinklr, Elkhatib held several sales positions at enterprise software companies including Oracle, Lithium Technologies, and EMC.

Elkhatib shared his excitement over the new role, stating, “Sprinklr has an incredible opportunity to transform the way companies all over the world are reaching, engaging, serving, and listening to customers across digital channels. I’m honored to expand my role with a phenomenal Sprinklr team and couldn’t be more excited to build on our momentum in MEA and APJI.”

Ragy Thomas, CEO and founder of Sprinklr, also said that Elkhatib’s expertise and deep understanding of customer needs will help the company achieve its growth potential as they work to expand its global customer profile.

“Over the past 13 years, Sprinklr has grown from the definitive leader in enterprise social media management to the only platform for Unified-CXM to bring social media, marketing, insights, and customer service together. We work with more than 1,100 brands including many of the most iconic companies and organizations on the planet, but we are still just getting started,” Thomas added.

Recently, Sprinklr has also unveiled 120 new customer service and 25 new AI innovations for its multiple product suites targeted at improving omnichannel customer experience.

Singapore – Global enterprise software company Sprinklr has announced a total of 120 new customer service and 25 new AI innovations for its multiple product suites to improve omnichannel customer experience (CX).

Sprinklr Service is a comprehensive, AI-powered contact centre as a service (CCaaS) platform that enables agents to serve customers across digital, social and voice channels seamlessly, delivering quick resolution of customer queries at lower cost of operations.

Some of the things the new features can do include predictive intelligence that analyses customer data, AI-powered quality management, complete commerce solutions for WhatsApp, amongst others.

Sprinklr’s digital-first approach, backed by a complete CCaaS offering and unified platform gives customers the confidence to make significant changes to their customer care infrastructure.

Pavitar Singh, chief technology officer at Sprinklr, said, “For more than a year, we have been working with leading organisations around the world to disrupt the traditional enterprise CCaaS market and deliver new service strategies for digital-first enterprises.”

He added, “With the ability to engage across 30+ channels, we empower customer service teams to seamlessly work across digital, social, and voice channels. Support from AI-self service tools helps brands deliver faster resolution of customer queries at reduced cost.”

Singapore – A new global study from customer experience management platform Sprinklr notes that around 60% of brands struggle with ineffective AI for their customer service, with only 22% of the respondents reporting having a complete unified customer data to be leveraged for their customer service efforts.

According to the research, 62% of brands acknowledge the inconsistencies in their digital customer communication. This includes not being able to communicate the same information and unable to stay true to their brand voice. The majority of companies are also struggling with ineffective AI solutions (60%) and insufficient resourcing (54%).

Meanwhile, 11% of the respondents admitted that they make no effort whatsoever to personalise interactions. Another 36%, meanwhile, limit personalisation efforts to referencing ‘basic profile details’ in some or all communication. 

The remaining 53% of the respondents are making strides toward personalisation, but only 12% of them are predicting customer needs and proactively tailoring interactions based on specific needs, intentions, or sentiments.

The data also notes that many global brands also suffer from insufficient insights, with 51% of them finding it hard to even capture meaningful data about customers. Furthermore, 67% of companies face difficulty analysing customer data, 64% struggle to unify data, and 63% report challenges in using data to improve customer experience operations.

Lastly, the global research also stated that several leading companies are taking a number of actions to tackle these challenges, with 53% see AI being able to power chatbots and improve customer data as a paramount focus for 2023, and more than 69% planning to invest in technology that reduces agent effort.

For Ragy Thomas, founder and CEO at Sprinklr, providing digital, personalised service is essential for companies to meet consumer expectations, adding that making these interactions more cost efficient and easier for agents is equally as important.

“The challenges uncovered go beyond customer experience and contact centre teams. Insufficient intelligence hurts the entire business. Unified insight about what customers need and how they behave, can dramatically improve how every customer-facing function– from service, to sales and marketing, to product development operates. We’d like to help brands deliver the kind of customer experiences we all deserve,” Thomas said.

He added, “While challenges persist, it’s encouraging to see how many organisations are prioritising investing in the right technology to unify customer service operations and help make their customers and agents happier.” 

The research’s respondents were composed of more than 300 global leaders in the customer contact and customer experience spaces.