Sprinklr on CX Today
98 stories · 29 in 2026 · 14 in the last 90 days · 24 sponsored
CX Today coverage mentioning Sprinklr, newest first. Sponsored work is identified clearly on each story.
AEO Is Not SEO With a New Acronym: The Metrics CX Leaders Need to Track Now
AEO is forcing CX and marketing leaders to measure something traditional search analytics cannot fully show: whether a brand is visible, accurately described...
Rob Wilkinson · 6 min read · 21 Sept 2026
Customer Engagement Weekly Roundup: Sprinklr Chases the Action Layer as AI Agents Demand Better Context
This week’s customer engagement news covers Sprinklr, Tealium, LivePerson, and Monte Carlo’s latest AI and journey updates
Rhys Fisher · 5 min read · 15 Sept 2026
Your Brand Has an AI Reputation. You May Not Like What It Is Saying
AI reputation is becoming a live business risk for brands as customers increasingly use large language models (LLMs) to compare products, shortlist vendors, ...
Rob Wilkinson · 6 min read · 14 Sept 2026
Customer Intelligence Is Entering Its Action Era
Salesforce reportedly explores a $2BN Listen Labs deal as OpenAI pushes AI safety rules and Sprinklr advances AI-powered intelligence.
Francesca Roche · 4 min read · 10 Sept 2026
The Prompt Gap: Why Keyword-Based AI Search Tracking Misses What Customers Actually Ask
In this CX Today interview, Rob Wilkinson speaks with Sean Jackson, Lead AI Architect at Sprinklr , about how AI-generated answers are changing customer di...
Rob Wilkinson · 1 min read · 7 Sept 2026
Can Sprinklr Customers Keep Up With Its AI-Powered CX Ambitions?
Sprinklr is scaling customer intelligence and agentic AI, yet data quality and workflow design remain critical customer hurdles.
Francesca Roche · 6 min read · 3 Sept 2026
Stop Asking for Feedback: How Context-Aware Listening Replaces the Survey Link
For years, the survey link gave brands a simple way to ask customers what happened. But simplicity has come at a cost. Feedback is often delayed, disconnecte...
Rob Wilkinson · 5 min read · 22 Jul 2026
Big CX News from Gartner, Genesys, Sprinklr & IBM
The latest news and insights from the biggest vendors in the CX space, including: Gartner, Genesys, Sprinklr & IBM
Rhys Fisher · 4 min read · 17 Jul 2026
Sprinklr Expands AI Capabilities to Shrink the CX Action Gap
New Sprinklr AI tools aim to help brands act faster on customer signals across workflows, helping CX teams turn insights into action.
Francesca Roche · 5 min read · 16 Jul 2026
The Survey Link Is Dead - Long Live the Survey
The survey link is losing ground, and CX leaders know it. Response rates are falling, context is disappearing, and teams are left trying to make decisions fr...
Rob Wilkinson · 5 min read · 15 Jul 2026
Gartner Magic Quadrant for Conversational AI Platforms 2026: The Rundown
Gartner has published its 2026 Magic Quadrant for Conversational AI Platforms. Discover every Leader, Challenger, Visionary, and Niche Player
Rhys Fisher · 9 min read · 15 Jul 2026
Gartner Magic Quadrant for Social Media Management and Listening 2026: The Rundown
Explore Gartner’s 2026 Social Media Management and Listening Magic Quadrant, featuring Emplifi, Sprinklr, Hootsuite, and more.
Francesca Roche · 6 min read · 13 Jul 2026
Death of the Survey Link: The Future of Customer Feedback Is Conversational
Are traditional survey links dead? With response rates at historic lows, the answer might be yes. In this episode, Rob Scott sits down with Sprinklr’s Sonal ...
Rob Scott · 1 min read · 8 Jul 2026
The ISG Customer Experience Management Advanced Buyers Guide 2026: 6 Top Takeaways
ISG evaluated 28 CXM vendors in its 2026 Buyers Guide. Here are the six key takeaways for contact center, customer service, and CX leaders.
Rhys Fisher · 7 min read · 30 Jun 2026
Big CX News from Verizon, NiCE, Anthropic & Sprinklr
The latest news and insights from the world of CX and customer service, including Verizon, NiCE, Anthropic & Sprinklr
Rhys Fisher · 4 min read · 12 Jun 2026
Sprinklr Launches LLM Insights to Track and Fix How Brands Appear in AI Search
Sprinklr's new LLM Insights tool gives CX and marketing teams real-time visibility into how their brand appears in AI-generated search.
Rhys Fisher · 3 min read · 10 Jun 2026
The Legacy Survey is Dead: How Sprinklr's AI Containment is Ruthlessly Displacing Point Solutions
Sprinklr’s Q1 shows enterprises replacing survey-only CX tools fast, chasing AI containment and consolidating stacks into unified experience platforms.
Rob Wilkinson · 3 min read · 3 Jun 2026Big CX News from Zoom, Salesforce, Sprinklr & IBM
The latest news and insights from the world of CX and customer service, including Zoom, Salesforce, Sprinklr & IBM
Rhys Fisher · 4 min read · 29 May 2026
Sprinklr Targets the CX Blind Spot With ViralMoment Deal
Sprinklr acquires ViralMoment to add video, image, and audio intelligence to its Unified-CXM platform as CX listening goes visual.
Rob Wilkinson · 5 min read · 28 May 2026
Big CX News from Zendesk, Qualtrics, 8x8 & Sprinklr
The latest news and insights from the world of CX and customer service, including Zendesk, Qualtrics, 8x8 & Sprinklr
Rhys Fisher · 3 min read · 22 May 2026
Brand Awareness Is Overrated, Sprinklr Social Index Finds
Sprinklr reveals 78% of retail brands fail to generate meaningful engagement, as high social visibility no longer guarantees brand relevance.
Francesca Roche · 5 min read · 20 May 2026
Sprinklr Spring 26: The Governance Frontier For Autonomous AI
View on YouTube . Sprinklr's Spring '26 release is built around a challenge most CX leaders know well: autonomous AI only delivers if you can actually trust ...
Rob Wilkinson · 1 min read · 17 Apr 2026Big CX News from Twilio, Salesforce, FCC, and Sprinklr
This week’s CX highlights cover Twilio’s major renewal, AI layoff debates, FCC regulations, and Sprinklr’s AI upgrades.
Francesca Roche · 4 min read · 10 Apr 2026
Sprinklr Wants CX Leaders to Trust AI Agents With Proof, Not Promises
Sprinklr’s Spring ’26 release introduces Autonomous Evaluation to validate AI agent performance and strengthen governed automation for CX teams.
Rob Wilkinson · 3 min read · 7 Apr 2026
Gartner Magic Quadrant for Voice of the Customer (VoC) Platforms 2026: The Rundown
Gartner's 2026 Magic Quadrant for Voice of the Customer platforms is here. Discover how all 12 vendors performed and what changed from 2025.
Rhys Fisher · 8 min read · 13 Mar 2026
Sprinklr’s Earnings Signal a Shift Toward AI-Native CX Platforms
Sprinklr’s Q4 FY26 earnings highlight a shift toward AI-native CX platforms as Project Bear Hug sharpens execution and enterprise demand grows.
Rob Wilkinson · 4 min read · 12 Mar 2026
The Top 10 Platforms To Know About For Customer Community Engagement In 2026
Explore nine customer community platforms shaping enterprise CX in 2026, from Salesforce Experience Cloud to Sprinklr and Sprout Social.
Sophie Wilson · 8 min read · 2 Mar 2026
Command, Not Control: Surviving Social CX Without Losing Your Soul
Customers don’t complain in private anymore. They post. They tag. They amplify. And they expect a response before the next refresh. In this CX Today conversa...
Rob Wilkinson · 1 min read · 25 Feb 2026
How to Measure Dark Social: A Practical Guide for CX and Community Teams
Dark social measurement helps CX teams understand private sharing. Learn how to track signals like direct traffic, share intent, and trust.
Sophie Wilson · 8 min read · 23 Jan 2026
Can Sprinklr’s Bear Hug Stop Revenue Slide in 2025?
Explore Sprinklr's Project Bear Hug aimed at strengthening ties with top clients and boosting enterprise engagement.
Rhys Fisher · 5 min read · 4 Dec 2025
The Platform Advantage: How Sprinklr Is Redefining CCaaS for the Next Era of CX
In this interview, Sprinklr’s VP of Product Management explains how a platform-led approach is redefining customer experience by uniting contact center, conv...
Rob Scott · 1 min read · 24 Nov 2025
The New CX Power Players: Why AI Leadership Is Reshaping the C-Suite
CX leaders are redefining the C-suite with AI-focused executive roles. Why is specialist AI leadership becoming essential?
Nicole Willing · 4 min read · 7 Nov 2025
When Reality Fails to Meet Expectation: Sprinklr Study Uncovers Huge CX Flaw
A CX report has discovered that whilst 91% of businesses leaders believe they deliver consistent customer service, only 36% of customers agree. In the report...
Francesca Roche · 4 min read · 20 Oct 2025
Sprinklr Takes on CCaaS Giants with a Broader Platform Strategy
Here’s the best-kept secret in cloud contact center technology: it has become largely commoditized. Of course, some can offer a better voice platform, data s...
Charlie Mitchell · 4 min read · 15 Oct 2025
Sprinklr Launches Three New AI-Powered Innovations - How Do They Work?
Sprinklr has announced the launch of its three new AI-powered innovations: Sprinklr Copilot, Sprinklr AI Agents, and Enhanced Customer Feedback Management. S...
Francesca Roche · 3 min read · 30 Sept 2025
CXUnifiers 2025: An Event Designed to Unite Customer Experience Teams
Customer experience isn’t a job title, a department, or a project to check off a list. Instead, the reality customers feel is the result of promises made by ...
Nicole Willing · 4 min read · 24 Sept 2025
Is My Contact Center AI Investment Futureproof?
In AI, 12 months is a lifetime. While laptops and smartphones may last a few years, today’s AI models go stale much sooner. That’s a big problem for brands b...
Charlie Mitchell · 6 min read · 17 Sept 2025
Gartner Magic Quadrant for Conversational AI Platforms 2025: The Rundown
Gartner has dropped its first Magic Quadrant study into the Conversational AI space in over two years. The report, previously known as the "Gartner Magic Qua...
Charlie Mitchell · 11 min read · 19 Aug 2025
The ISG Customer Experience Management Advanced Buyers Guide 2025: 7 Top Takeaways
Customer service, sales, and marketing teams are catching on: they're part of a bigger front office. As they begin to collaborate, they’re recognizing overla...
Charlie Mitchell · 8 min read · 23 Jul 2025
Top Conversational Intelligence Vendors: AI-Driven Insights for Smarter Enterprises
Conversations aren’t just touchpoints, they’re valuable insights into your customers, how your business runs, and what you need to improve. The top conversat...
Rebekah Carter · 14 min read · 21 Jul 2025
"Customer Service Is the New Marketing": Reimagining the Golden Concept
46 percent of organizations are funneling more AI investment into customer service than any other customer-facing function. That's according to a 2025 CX Tod...
Charlie Mitchell · 4 min read · 26 Jun 2025
Sprinklr Shares Its Vision for the Autonomous Contact Center
Sprinklr is the only CCaaS provider to feature on the Gartner Magic Quadrant and Forrester Wave for conversational AI. That alone is a testament to its prowe...
Charlie Mitchell · 3 min read · 9 May 2025
Gartner Magic Quadrant for Voice of the Customer (VoC) Platforms 2025: The Rundown
In a repeat of last year, Qualtrics and Medallia lead the Gartner Magic Quadrant for VoC platforms 2025. However, a new entrant joins them: Sprinklr. It shoo...
Charlie Mitchell · 8 min read · 2 May 2025
Gartner Magic Quadrant for Content Marketing Platforms (CMPs) 2025: The Rundown
Optimizely and Storyteq lead the pack in the Gartner Magic Quadrant for content marketing platforms (CMPs) 2025. Yet, this year, they face new competition in...
Floyd March · 7 min read · 25 Apr 2025
The Future of Social Customer Service: An Inside Look
“Be where your customers are” is the conventional wisdom for customer experience. Where are those customers? On social media. As such, brands have spread the...
Charlie Mitchell · 4 min read · 17 Apr 2025
The Forrester Wave for CCaaS Platforms 2025: Top Takeaways
CCaaS (Contact Center as a Service) is a cloud-based model for delivering contact center infrastructure and applications. In short, CCaaS platforms help orga...
Rhys Fisher · 5 min read · 11 Apr 2025
Sprinklr Initiates “Project Bear Hug” to Prioritize Enterprise Customers, Opens Up on Its Layoffs
Sprinklr is planning to operate under an enterprise-first model moving forward, with "mom-and-pop shops" being pushed to the back of the queue. Speaking duri...
Rhys Fisher · 4 min read · 13 Mar 2025
Sprinklr Integrates with Bluesky for Publishing Content & Deeper Analytics
Sprinklr has announced an integration with Bluesky, the burgeoning social media platform. The integration will allow Sprinklr Social users to create, manage,...
Floyd March · 2 min read · 13 Feb 2025
Sprinklr Slashes 15% of Staff, But Keeps Hiring in “Prioritized Areas”
Sprinklr has confirmed plans to lay off 15 percent of its workforce, amounting to approximately 500 employees. The CX management platform provider cited poor...
Rhys Fisher · 4 min read · 7 Feb 2025
10 Conversational AI Providers to Watch Out for in 2025
Each year, industry researchers like ISG and Opus Research present conversational AI market evaluations that rank providers. This is not one of those assessm...
Charlie Mitchell · 7 min read · 27 Dec 2024
AI and the Contact Center: 2025 Trends from Sprinklr
CX Today and Sprinklr explore the AI trends reshaping contact centers in 2025, from hyper-personalization to conversational AI that meets rising customer expectations.
Linoy Doron · 3 min read · 16 Dec 2024
EE Deploys Sprinklr for CCaaS & More, Automates 60,000 Customer Conversations a Week
EE has implemented Sprinklr Unified-CXM across its customer experience operations. The Unified-CXM offering houses Sprinklr’s solutions for contact center, m...
Charlie Mitchell · 3 min read · 12 Dec 2024
Big CX News - The Latest on Microsoft's AI Agents, Afiniti's Bankruptcy, & Sprinklr's New CEO
Watch on YouTube. CX Today's Charlie Mitchell presents the latest trending news from the customer experience world. He's joined by five prominent CX analysts...
Charlie Mitchell · 1 min read · 4 Dec 2024
The Forrester Wave for Customer Feedback Management 2024: Top Takeaways
Managing customer feedback effectively is an essential part of customer experience management. While contact center analytics provide insights into metrics l...
Rhys Fisher · 6 min read · 22 Nov 2024The Latest BIG News from Freshworks, Sprinklr, Afiniti & Shopify
This week in CX has seen layoffs at Feshworks, a new CEO for Sprinklr, financial troubles for Afiniti, and a war of words between Shopify and Salesforce. Her...
Rhys Fisher · 4 min read · 8 Nov 2024
Sprinklr Appoints Rory Read as CEO, Scraps Its Co-CEO Strategy
Sprinklr has confirmed the appointment of Rory Read as the company’s new CEO and President, effective immediately. The former Vonage head honcho will take ov...
Rhys Fisher · 4 min read · 5 Nov 2024
Sprinklr Adds 70 CCaaS Features, Boosts Its Knowledge, Workforce, & Case Management Capabilities
Sprinklr has announced 70 new capabilities as part of its latest release for its CCaaS platform: Sprinklr Service. The new features will enhance several elem...
Rhys Fisher · 5 min read · 29 Oct 2024
Contact Center Virtual Agents: Trends, Best Practices, & Providers
Over the past 12 months, contact center virtual agents have proved to be the talk of the CX town. In May, the head of Tata Consultancy Services, K Krithivasa...
Charlie Mitchell · 7 min read · 19 Sept 2024
Sprinklr Opens Up on Its CCaaS Challenges, Scales Up Its Contact Center Business
Earlier this month, Sprinklr announced its Q2 revenues, which grew 11 percent year-over-year (YoY) to $197.2MN. Such double-digit growth is strong in the CX ...
Charlie Mitchell · 5 min read · 17 Sept 2024
CCaaS: Addressing the Elephants in the Room
Despite the significant advancements made, the behind-the-scenes of CCaaS is still rather disjointed, causing a myriad of challenges for contact centers. Acc...
Linoy Doron · 5 min read · 15 Jul 2024