Market Perspectives

We are happy to share some insights about Sprinklr drawn from our latest Value Index research, the 2023 Ventana Research Value Index: Customer Experience Management, which assesses how well vendors’ offerings meet buyers’ requirements.

In all of our Value Indexes, we utilize a structured research methodology built on evaluation categories designed to reflect real-world criteria and derived from RFP responses and a vendor selection process for analytics and business intelligence. We evaluated Sprinklr and 21 other vendors in seven categories, five relevant to the product — Adaptability, Capability, Manageability, Reliability and Usability — and two related to the vendor — TCO/ROI and Vendor Validation. To arrive at the Value Index rating for a given vendor, we weighted each category to reflect its relative importance in an RFP process, with the weightings based on our experience and on data derived from our Benchmark Research on Customer Experience (CX).

Sprinklr is a CX software developer with roots in the marketing technology stack, in social listening systems in particular. It was categorized as an Exemplary Vendor, ranking ninth overall in this Value Index evaluation. Sprinklr was a Value Index Leader in the Customer Experience category and performed best in Vendor Validation, where it ranked first, earning the designation of Value Index Leader in that category.

Sprinklr has built a platform for artificial intelligence (AI) and workflow automation with domain-specific applications for care, research, social engagement and marketing/advertising integrated throughout. The marketing and advertising component in particular leverages the underlying AI to execute and track campaigns, analyze performance, mitigate risk and optimize content for omnichannel interactions.

Sprinklr ranked fifth in Capability with strong features in each of the five core customer experience management (CXM or CEM) areas. Gaps include the lack of a product information management (PIM) function and limited support for some B2B marketing and sales activities. Its leadership in Vendor Validation sources from roadmap transparency and clarity as well as a documented commitment to customer support before and during the sales and onboarding process. To improve its overall ranking, Sprinklr should focus on Reliability by providing more metrics related to performance of data, users and instances and Adaptability by looking specifically at the flexibility of its configuration and customization options.

This assessment was based on Sprinklr’s CXM products available in Fall of 2022.

Sprinklr, like all vendors in this space, should continue working towards a holistic, integrated CX platform that addresses the needs of users from across the enterprise. Connecting workflows from marketing, sales and service teams should be a key priority.

This research-based index is the most comprehensive assessment of the value of CXM software in the industry. Technology buyers can learn more about how to use our Value Index by clicking here and included vendors that wish to learn more can click here. Read the report here.