Sprinklr Industry Benchmarking Reports Reveal Best Practices for Improving Digital Customer Experiences
October 25 2021 - 11:22AM
Business Wire
Analyzing the state of Unified-CXM across 5
industries: retail, technology, food & beverage, media &
entertainment, and the pharmaceutical industry
Sprinklr (NYSE: CXM), the unified customer experience management
(Unified-CXM) platform for modern enterprises, today unveiled its
Industry Benchmarking Reports for Digital Unified-CXM. The
research surveyed more than 1,500 professionals worldwide and
leveraged Sprinklr Modern Research to analyze owned and earned
digital conversations from the top 2021 Forbes Global 2000
companies to help brands compare their own customer experience
management maturity against industry peers.
The reports highlight how leading companies encourage brand
advocacy, engage with customers, and respond to them efficiently
across digital channels. To download the reports, please click one
of the following industries: retail, technology, food &
beverage, media & entertainment, and pharmaceutical.
Key insights from the reports:
● RETAIL: More than half of retail brands respond to
customer comments within 5 hours - 18% respond within 30
minutes.
● TECHNOLOGY: 82% rate their unified CXM maturity on a
high scale with 17% ranking themselves at the highest level, known
as "transformational" CX. 84% report they are embracing AI
frequently to understand the intent of the unprecedented volume of
publicly available data.
● FOOD & BEVERAGE: Only 45% of food and beverage
companies use listening for competitive insights that could fuel
innovation.
● MEDIA & ENTERTAINMENT: 85% of large, global media
and entertainment companies use insights from listening to public
consumer social media conversations to inform their marketing
strategy.
● PHARMACEUTICAL: 64% of pharmaceutical companies take
over 1 week to respond to customer inquiries on social media and
messaging channels, or don’t respond at all, and less than 50% of
pharma companies make an effort to respond to questions requiring
individual follow up.
“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.”
Download the reports: Please click one of the following
industries – retail, technology, food & beverage, media &
entertainment, and pharmaceutical.
Methodology
Sprinklr’s Digital Unified-CXM Benchmarking Reports analyzed
both owned and earned digital conversations from the second quarter
of 2021 (April 1 to June 30, 2021). In addition, brand time to
first response (SLA) was calculated between 9:00 AM EST - 5:00 PM
EST, Monday - Friday across the top Facebook and Twitter accounts
for the brand (if the brand had a dedicated Twitter support handle
that was also included in the time to first response calculation).
Sprinklr also included data from a commissioned 3rd-party survey of
300 senior executives in each industry (1,500 total) from April 1,
2021 to August 13, 2021. Furthermore, the reports include an
analysis of the 60 top technology brands by revenue from the 2021
Forbes Global 2000.
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.
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version on businesswire.com: https://www.businesswire.com/news/home/20211025005576/en/
Public Relations Contact Rachel Alvarez
PR@Sprinklr.com
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