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Sprinklr Surveys Mark the Company's Entry into Customer Feedback Management

By Tracey E. Schelmetic May 10, 2024

Attracting customer feedback is a critical element of measuring the customer experience (CX). It’s never been an easy prospect; in the past, many customers found the procedures for sharing their experiences inconvenient. But in truth, traditional surveys are dated, and it is becoming increasingly challenging to secure sufficient quality responses to generate meaningful insights. Clearly, a modern, AI-first approach is needed.

Unified CX management platform provider Sprinklr recently announced the launch of Sprinklr Surveys. Built on Sprinklr’s Unified-CXM platform, Sprinklr Surveys marks the company’s entry into the Customer Feedback Management (CFM) market with an AI-powered survey offering feedback sources to help customers derive actionable and complete insights.

Sprinklr Surveys offers unique capabilities, including an AI-assisted survey builder that offers Generative AI capabilities to help insights teams generate questionnaires in seconds. It also offers modern conversational surveys to replace traditional forms and provide an interactive experience for respondents, and automated insights that use a combination of Sprinklr industry-specific AI and Generative AI capabilities to provide fully automated insights to help customers understand results (the what) and the root cause (the why). Automated insights reduce time to insights and make it easier to drive NPS (Net Promoter Score) growth. In addition, the new solution allows for hypothesis testing with digital data: business insights teams can validate survey results by comparing to large volumes of unsolicited social and review data to confirm findings in a just a few clicks, all within the Sprinklr Survey platform, giving teams greater confidence and improved actionability.

“We continue to execute against our vision of a completely unified front office on the only Unified-CXM platform on the market,” said Sprinklr founder and CEO, Ragy Thomas. “Sprinklr Surveys will help enterprises redefine their CFM process by combining solicited survey feedback with unsolicited feedback and internal business data to derive meaningful, actionable insights. Modernized surveys with conversational UI are the future of research and critical for brands that want to accurately capture feedback from customers.”

Edited by Alex Passett
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