{"id":338053,"date":"2017-04-11T19:00:13","date_gmt":"2017-04-11T11:00:13","guid":{"rendered":"http:\/\/techcrunch.com\/?p=1475012"},"modified":"2017-04-11T19:00:13","modified_gmt":"2017-04-11T11:00:13","slug":"sprinklr-launches-major-push-into-customer-experience","status":"publish","type":"post","link":"https:\/\/people.utm.my\/asmawisham\/sprinklr-launches-major-push-into-customer-experience\/","title":{"rendered":"Sprinklr launches major push into customer experience"},"content":{"rendered":"

<\/p>\n

Sprinklr<\/a>, the unicorn startup with a valuation of $1.8 billion, announced a major update today, which shifts the company\u2019s focus from a pure social signals platform to customer experience management. While it still uses social as a central processing point, the idea is to bring a\u00a0typical set\u00a0of marketing tasks under a single umbrella they are calling the Experience Cloud.<\/p>\n

If that sounds familiar, it\u2019s because Adobe released a product with the same name<\/a> a few weeks ago. Sprinklr is taking a similar approach with a unified platform, but with the goal of being able to manage the customer through what you know about them from a social perspective.<\/p>\n

For CEO Ragy Thomas, it\u2019s about finding more creative ways to use the social information they have been collecting for the past 7.5 years the company has been around.<\/p>\n

The newly expanded\u00a0platform adds\u00a0five modules including marketing, advertising, research, customer care and eCommerce, in addition to the social component that has been at the center of the company\u2019s approach up until now.<\/p>\n

It\u2019s worth noting that the company released the platform notion in 2015, but it had just the social piece back then. This is an entirely new bundle of options, according to the company. Being a platform play, as you would expect there is a set of shared capabilities underpinning each of the categories such as asset management, APIs, reporting, security and collaboration.<\/p>\n

\"\"<\/p>\n

Photo: Sprinklr<\/p>\n<\/div>\n

Thomas doesn\u2019t actually see his company competing with Adobe\u2019s product in spite of the identical names. Instead, he sees it as complementary, something that could work alongside Adobe\u2019s offering. \u201cWhen you think about Adobe\u2019s Experience Cloud, when you take their core offering, they\u2019ve got content creation capabilities, web management, web analytics and campaign and email capability,\u201d he said.<\/p>\n

He contrasts that with the offerings on his platform. \u201cFor influencer marketing, we have included content marketing, listening insights, visual insights and community care. These are things you don\u2019t find in other places,\u201d he claimed.<\/p>\n

Many of the platform pieces came by way of acquisition. Sprinklr has quietly purchased 10 companies since 2014<\/a>, all with the ultimate goal\u00a0of building out\u00a0the social signals platform into something more.<\/p>\n

\"\"<\/p>\n

Chart: Crunchbase<\/p>\n<\/div>\n

The company wants to give customers this broad set of tools to help manage customer\u00a0experience across a variety of roles. Thomas believes that each platform category\u00a0can feed off of the social information, whether that\u2019s an ad you\u2019re delivering to\u00a0the customer or a product you\u2019re selling them online. There\u2019s no doubt it\u2019s ambitious and is attempting to take the company in a much more extensive\u00a0direction.<\/p>\n

There has been chatter over the past couple of months that Sprinklr itself was an acquisition target. When asked about this Thomas would only say, \u201cWe\u2019ve not been commenting on that.\u201d He added, \u201cIn our history, we\u2019ve passed on multiple acquisition proposals.\u201d For now at least, today\u2019s release signals that the company is not sitting still waiting to be bought.<\/p>\n

Thomas sees customer experience management, a notion that has been around for some time, finally beginning to take off, and he believes this new platform puts them in a position to capitalize on it.<\/p>\n

Featured Image: Tim Clayton – Corbis<\/small><\/p>\n","protected":false},"excerpt":{"rendered":"

\"David Sprinklr, the unicorn startup with a valuation of $1.8 billion, announced a major update today, which shifts the company’s focus from a pure social signals platform to customer experience management. While it still uses social as a central processing point, the idea is to bring a\u00a0typical set\u00a0of marketing tasks under a single umbrella they are calling the Experience Cloud. If that… Read More<\/a><\/p>\n

\n<\/img><\/a> <\/img><\/a> <\/img><\/a> <\/img><\/a> <\/img><\/a> <\/img><\/a>\n<\/div>\n

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