Sprinklr’s Post

Platform approaches are mixing up traditional market categories, creating both challenges and opportunities—like using various data sources in new ways. This is where analysts are essential: they help us understand these changes and shape the language we use to describe the evolving world of enterprise comms.

In an era where customer experience (CX) defines business success, 8x8's launch of Engage™ hits the right cord to help businesses. This AI-powered solution uniquely empowers customer-facing employees outside traditional contact centers, addressing a crucial gap in CX delivery. By integrating #CCaaS and #UCaaS on a unified platform, offering seamless interaction transfers, and leveraging #AI for smarter decision-making, the platform promises to smoothen much of the kinks of customer engagement. This is a step towards truly #integrated, organization-wide customer experience management. It's not just about enhancing #CX; it's about redefining it across the organizational spectrum, fostering #loyalty, and driving #competitiveadvantage. #CXM #experience #experincemangement #unifiedplatform #CXGaps John Sun Fábio Ramos Eduardo Tarasca Dhwani Soni Karina Howell

Sprinklr, the unified customer experience management (Unified-CXM) platform for modern enterprises, announced its recognition as a Leader in The Forrester Wave™: Digital Customer Interaction Solutions, Q2 2024. https://lnkd.in/d7Z6w7zE #TechNews #StayInformed #StayAhead #dailydose #followus #staytuned #stayconnected #technews #technology #trending #trendingnow #trendingnews #explore #explorepage #techdogs

Are you in the market for a #CX #strategy consulting partner? Maybe you're in the market and want to know who else you should be minding and what they're doing? Well, I've got ya covered! I'm thrilled to announce the publication of the Customer Experience Strategy Consulting Services Landscape Q2, 2024! Check out my latest blog post to hear all about it: https://lnkd.in/eBGA3CDn #CustomerExperience #CXStrategy

CXaaS Unlocks the Future of Unified Customer Experience. In the digital era, businesses are rapidly transitioning operations to the cloud, setting their sights on the ultimate prize: a cloud-based, superior customer experience (CX). Enter Customer Experience as a Service (CXaaS), a groundbreaking approach that transforms CX from a mere function into a strategic advantage. What is CXaaS? Beyond migrating to the cloud, CXaaS represents an end-to-end, cloud-native strategy aimed at enhancing CX across every touchpoint of the customer journey. This data-driven model integrates CX into every business workflow, leveraging cutting-edge technology to deliver unparalleled customer satisfaction. The Core of CXaaS: A Technological Symphony Highlights the fundamental components shaping CXaaS: CCaaS: The backbone, providing a cloud-based contact center that ensures seamless customer interactions. CRM:The heart, managing customer relationships to foster loyalty and retention. Digital CX Monitoring:The eyes, offering real-time insights into the digital customer experience. The Ensemble of Technologies Elevating CXaaS: Analytics & AI:Drive personalized experiences by understanding customer behaviors and deploying smart, timely responses through chatbots, IVR, and virtual assistants. Automation & Self-Service Portals: Enhance efficiency by automating critical customer journey tasks and enabling customers to perform transactions independently. Omnichannel Presence:Ensure availability across phone, email, text, chat, and social media, catering to consumer preferences for diverse communication channels. Edge Computing:Process and analyze data closer to the source for quicker, more reliable digital customer service. External Channel Monitoring:Keep a pulse on brand reputation and customer feedback across online platforms. Why CXaaS Matters: The Business Impact? Embracing CXaaS isn't just about adopting new technologies; it's about reshaping the customer experience landscape. Organizations leveraging CXaaS witness: Increased Efficiency: Automation and self-service options significantly reduce response times and operational costs. Enhanced Personalization:Advanced analytics and AI tailor experiences to individual customer preferences, elevating satisfaction and loyalty. Greater Scalability:Cloud-native solutions easily adapt to changing business needs, supporting growth without the traditional infrastructure constraints. Improved Engagement: An omnichannel approach meets customers where they are, fostering seamless interactions across their preferred platforms. By integrating CCaaS, CRM, and advanced technological features, organizations unlock a holistic, agile approach to CX that positions them ahead in the race for customer loyalty and operational excellence. Follow me Kevin Monteiro for more. #CXaaS #DigitalTransformation #CustomerExperience #CloudComputing #cx #ex #contactcenter #zoom #webexone #genesys

Have you thought about offering digital messaging to enhance your customer experience? This article is a great read on why you should. Contact me for more details.

Fancy a world where your customer experience is not just enough, but beyond? 👀 Imagine being able to create a virtual version of each customer, a digital twin that mirrors their every move, preference and decision. You could anticipate what your customers want before they even realize it themselves. You could test and try your offerings, messaging and hypotheses on the digital twin of your customer before going live. In our recent article, Aksheeta Tyagi at Sprinklr looks into how digital twins can help you connect more deeply with your customers and compel you to rethink your take on CX 👉 https://lnkd.in/eh4pRgD8 #DigitalTwin #CustomerJourney #ContactCentres #CX

Customer Experience (CX) Tools: Customer experience (CX) refers to your customers’ perception of your brand. It encompasses every touchpoint they have with your company, from browsing your website to interacting with customer support teams. In today’s competitive landscape, CX is crucial for success. Did you know that 86% of buyers are willing to pay more for a great customer experience? Conversely, one in three customers will leave a brand after a negative experience. To manage and enhance CX effectively, companies use Customer Experience Management (CEM) systems. These systems track, supervise, and respond to all customer interactions. Here are some key components of CXA: Orchestration: Use customer data to understand journey flows and create better-connected experiences. For instance, automatically sending targeted emails based on how customers provided their email addresses. Segmentation: Divide your audience into personas or demographic groups (based on location, budget, preferences). Serve relevant assets and offers to each group. Personalization: Customers love personalized offers, but doing it at scale requires automation. Gather data for personalized journeys and deliver them effectively. Automation: Automate tasks to offer a best-in-class experience. Examples include auto-sending acknowledgment emails or using AI-powered chatbots to handle routine queries. Customer Experience Automation (CXA): CXA leverages automation tools (like AI chatbots or automatic email campaigns) to enhance client experiences. It ensures seamless interactions from start to finish, reducing friction. Instead of having agents manage every interaction, CXA handles less complex tasks, allowing human agents to focus on priority issues. In summary, CXA: Automates repetitive tasks throughout the customer journey. Increases employee productivity by reducing manual work. Delivers consistent, personalized interactions between businesses and customers. Remember, CXA isn’t about replacing humans—it’s about augmenting their efforts to create exceptional experiences. 🌟 For more insights, explore these CXA resources: Netomi’s 16 Best Customer Experience Tools1 Mailchimp’s Customer Experience Automation2 Salesforce’s Understanding Customer Experience Automation3 #cxstrategy #cx #automation

🚀 𝗧𝗿𝗮𝗻𝘀𝗳𝗼𝗿𝗺 𝗬𝗼𝘂𝗿 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗘𝘅𝗽𝗲𝗿𝗶𝗲𝗻𝗰𝗲 𝘄𝗶𝘁𝗵 𝗦𝗮𝗹𝗲𝘀𝗳𝗼𝗿𝗰𝗲! 🌟 In today's digital era, customer experience (CX) is the key differentiator for businesses. At TechForce Services, we believe that exceptional CX is not just a goal but a necessity. With Salesforce, we empower businesses to deliver personalized, seamless, and memorable experiences that keep customers coming back for more. 📈 𝗗𝗶𝘀𝗰𝗼𝘃𝗲𝗿 𝘁𝗵𝗲 𝗣𝗼𝘄𝗲𝗿 𝗼𝗳 𝗦𝗮𝗹𝗲𝘀𝗳𝗼𝗿𝗰𝗲 𝗳𝗼𝗿 𝗖𝗫: 🔹 𝟯𝟲𝟬-𝗗𝗲𝗴𝗿𝗲𝗲 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗩𝗶𝗲𝘄: Gain comprehensive insights into your customers' needs and preferences. 🔹 𝗣𝗲𝗿𝘀𝗼𝗻𝗮𝗹𝗶𝘇𝗲𝗱 𝗘𝗻𝗴𝗮𝗴𝗲𝗺𝗲𝗻𝘁𝘀: Create tailored interactions that resonate with your audience. 🔹 𝗢𝗺𝗻𝗶-𝗖𝗵𝗮𝗻𝗻𝗲𝗹 𝗦𝘂𝗽𝗽𝗼𝗿𝘁: Provide consistent support across all channels for a unified customer journey. 🔹 𝗣𝗿𝗼𝗮𝗰𝘁𝗶𝘃𝗲 𝗦𝗲𝗿𝘃𝗶𝗰𝗲: Anticipate customer needs and resolve issues before they arise. 🔹 𝗗𝗮𝘁𝗮-𝗗𝗿𝗶𝘃𝗲𝗻 𝗗𝗲𝗰𝗶𝘀𝗶𝗼𝗻𝘀: Leverage real-time analytics to drive strategic decisions. Read our latest blog to learn how Salesforce transforms customer experience and drives business growth. 🌐👉 https://lnkd.in/gRYrrvg4 At TechForce Services, we're committed to helping you harness the full potential of Salesforce to enhance your CX strategy. Let's create unforgettable experiences together! #CustomerExperience #Salesforce #CX #TechForceServices #DigitalTransformation #CustomerEngagement #BusinessGrowth #SalesforceConsulting

"Discover the latest insights on enhancing Customer Experience (CX) from this report 2024, courtesy of HubSpot." Dive into the findings that redefine service excellence: https://lnkd.in/gtPuZi-J #HubSpot #CustomerExperience #CX #ServiceExcellence