Sprinklr

The company operates an enterprise SaaS model centred on a unified CXM platform that hosts several product suites: customer service/contact centre, social media management, insights/listening, and marketing execution. These suites ingest and orchestrate interactions and data from social, messaging, chat, email, voice and other digital channels to support customer service operations, social publishing and engagement, social listening, market research and marketing campaign management.

Value is created by consolidating previously siloed tools into one platform, enabling shared data, governance and AI across CX, marketing and social teams. It extends its capabilities through in-house AI (for routing, insights and content support) and through acquisitions of complementary products (social analytics, customer feedback communities, influencer discovery, visual marketing). The platform functions as a core system for large brands’ digital customer engagement and social/marketing operations, with IT and business teams integrating it into wider CX and martech stacks.

Sprinklr, Inc. is a US-based enterprise software company providing a unified customer experience management (CXM) and social media management platform. Its main product suites cover contact centre and customer service, social media management, customer and market insights, and marketing campaign management, all built on a common cloud platform with integrated AI components.

The company sells primarily to large organisations that need to manage customer interactions, social channels, marketing campaigns and insights at scale. Revenue comes from SaaS subscriptions to its CXM and social/marketing suites, with pricing typically per user and via bespoke enterprise contracts, supplemented by professional services for implementation, integration and training. It is publicly listed following its 2021 IPO and has grown partly through multiple acquisitions in social analytics, customer feedback and influencer discovery tools.