Featured Article

Sprinklr Releases Five New Cross-Industry Reports On CX

CX management platform provider Sprinklr recently released the results of a recent research project, Industry Benchmarking Reports for Digital Unified-CXM, which analyzes how industry leaders engage with customers and in comparison to their competitors.

This collection of detailed reports utilized surveys from more than 1,500 industry professionals, and offers detailed insights into a wide range of business areas including retail, media/entertainment,food/beverage,technology, and pharmaceutical. The research shows that some industries are severely lacking in terms of customer support, while others are highly successful in addressing customer needs. For example, over 50% of retail brands respond to customer comments in a 5 hour window, while 64% of pharmaceutical companies take over a week to respond to customers through similar channels.

"Our research shows that there is significant room for improvement across industries when it comes to real-time, unified customer experience management. Even before the pandemic hit, customers expected fast, personalized responses and engagement across digital channels. Now the high standard for Unified-CXM that brands must meet is only increasing," said Ragy Thomas, CEO & Founder, Sprinklr. "Leading brands are becoming customer centric by doubling down on AI adoption to increase their efficiency at scale, while powering business growth with digital customer insights."

Customer experiences matter more than ever, which means businesses cannot expect to ignore their comments and concerns if they want to maintain success in the future. The details of this report collection can provide industry professionals with low customer satisfaction with the insights they need to overhaul their CX initiatives, in order to build a respected and trusted brand.

Edited by Maurice Nagle