Global Study Reveals Over 90% of Organizations are Missing Key CXM Capabilities to Drive Business Results
September 15 2021 - 7:45AM
Business Wire
Research highlights how companies are
approaching customer experience management and the technology
challenges they face
86% of respondents would implement a unified
customer experience management platform if it was made available to
them
Sprinklr (NYSE: CXM), the unified customer experience management
(Unified-CXM) platform for modern enterprises, today released the
results of its commissioned study conducted by Forrester Consulting
to explore how decision makers are using data insights to deliver
better customer experiences.
The study, Boost Customer Experience Success With A Unified
Approach, reveals that customer experience (CX) is a priority for
82% of decision makers, yet over 90% said they are
missing key capabilities in their current technology stack to
support a CX strategy that drives business results. These key
capabilities include advanced AI to manage risk and efficiency,
better data privacy, and ability to share insights with different
customer-facing departments.
Additional key findings after surveying more than 300 global
decision makers:
- Companies don’t have effective customer experience
management technology. As a result of missing key capabilities
in their tech stack, nearly 50% of respondents said that current
tools don’t provide a comprehensive, single view of the customer
and nearly 50% said they don’t have a great way of understanding
unstructured data (blogs, forums, ratings, reviews, social media
mentions).
- Companies are struggling to deliver great customer
experiences. Over 70% of customer experience decision makers
said that quickly resolving customer issues across digital channels
and acting on competitive insights was very important. Yet less
than 30% said that their organizations execute these capabilities
well.
- 86% of respondents would implement a unified customer
experience management platform if it was made available to
them. Respondents said that a unified CX management platform
would yield a competitive advantage and untapped business
benefits.
“Organizations understand that insight-driven strategies are the
key to successful customer experience management, yet it’s
surprising to see how many are challenged with siloed data,
inefficient processes, and a disconnected stack of customer
experience tools,” said Ragy Thomas, Sprinklr Founder &
CEO. “As the Forrester study showcases, organizations have a
tremendous opportunity to invest in unifying their CXM strategy in
order to make their customers happier and ultimately grow their
business.”
Download the full study here.
About Sprinklr
Sprinklr is a leading enterprise software company for all
customer-facing functions. With advanced AI, Sprinklr's unified
customer experience management (Unified-CXM) platform helps
companies deliver human experiences to every customer, every time,
across any modern channel. Headquartered in New York City with
employees around the world, Sprinklr works with more than 1,000 of
the world’s most valuable enterprises — global brands like
Microsoft, P&G, Samsung and more than 50% of the Fortune
100.
View source
version on businesswire.com: https://www.businesswire.com/news/home/20210915005382/en/
Public Relations Rachel Alvarez PR@Sprinklr.com
Sprinklr (NYSE:CXM)
Historical Stock Chart
From Sep 2024 to Oct 2024
Sprinklr (NYSE:CXM)
Historical Stock Chart
From Oct 2023 to Oct 2024