The practice of managing and optimizing the interactions between a customer and a business across various touchpoints throughout the customer journey. The goal of CXM is to provide a positive, seamless, and consistent experience for the customer, which can lead to increased loyalty, higher customer lifetime value, and improved business performance.
Personalization
Using customer data and insights to tailor experiences to individual needs and preferences, such as personalized recommendations or customized product offerings.
Omnichannel Engagement
Providing a consistent and seamless experience across all channels, such as web, mobile, social media, email, and in-person.
Feedback and Surveys
Gather customer feedback through surveys and other tools to understand their needs, preferences, and pain points, and use that information to improve the customer experience.
Customer Service
Providing fast and effective support through various channels, such as live chat, email, phone, and social media.
Analytics and Insights
Analyzing customer data to identify trends, track customer behavior, and optimize the customer journey.
Loyalty Programs
Offering rewards, incentives, and exclusive experiences to loyal customers to foster long-term relationships and increase customer lifetime value.
Sprinklr is an American software company that develops a software as a service (SaaS) customer experience management (CXM) platform. The company's software, also called Sprinklr, combines different applications for social media marketing, social advertising, content management, collaboration, employee advocacy, customer care, social media research, and social media monitoring. Sprinklr was founded in 2009 by technology executive Ragy Thomas. On June 23, 2021, the company went public on the New York Stock Exchange under the symbol CXM, pricing 16.6 million shares at $16 each and raising approximately $266 million, valuing the company at roughly $4 billion.
