Sprinklr, Inc. is an American enterprise software company based in New York. Its specialty: helping brands listen to, understand and handle exchanges with their customers, particularly on social media and digital channels. Offered on a subscription basis, its platform combines publishing, analytics, marketing and customer service features. It aims to bring together teams whose tools and data often remain scattered.
From social media to customer experience
Founded in 2009 by Ragy Thomas, Sprinklr grew as social media became an essential point of contact between companies and their audiences. The initial need was to manage multiple accounts, large volumes of messages and complex approval processes at the scale of large organizations.
The software company then expanded its scope, through product development and acquisitions, into sentiment analysis, digital advertising and customer service. Its listing on the New York Stock Exchange in 2021, under the ticker symbol CXM, marked a milestone in this journey. Sprinklr now describes its approach as “Unified Customer Experience Management”: unified management of the customer experience, beyond social media management alone.
A platform for listening, publishing and responding
The offering brings together several categories of tools. Social media management makes it possible to prepare posts, organize their approval and track their results. Listening and analytics features help identify trends, reactions to a campaign or signs of a crisis in conversations accessible to the platform. Marketing teams can also coordinate their content and campaigns.
In customer service, Sprinklr offers contact center, request routing and agent assistance features. Artificial intelligence is used in particular to classify messages, analyze their sentiment, summarize exchanges and help draft responses. The operational goal is to share actionable information across business functions, rather than multiply standalone interfaces.
This positioning requires integrations with existing systems, particularly customer relationship management software. For large companies, the value also depends on governance: access rights, traceability and consistency of responses across brands, countries and teams.
What next?
The spread of generative AI opens up new possibilities for automation, but also raises reliability requirements. For Sprinklr, the challenge will be to turn these features into measurable gains without compromising the quality of interactions or control over data. Human oversight will remain particularly important in sensitive situations.
The company competes with customer service specialists, social media management tools and major software suites. Its ability to simplify deployments and demonstrate the value of a shared platform will be decisive. It will also have to navigate the data access rules set by digital platforms and the requirements for protecting personal information.