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Opinion CX on Social

Sprinklr Pulls an 'Apple' in the Corporate Social Tools Space

Increasingly, Sprinklr is making it tougher for its competitors to go after its customers. Once they're in, customers are in the 'ecosystem' and other vendors offering specialized subsets of Sprinklr's toolset find themselves not fighting a feature battle but a 'moving away from home' battle.

Apple put a dent in the audiophile industry with the uber convenience of iTunes. Now,  Sprinklr has companies giving up some specific features offered by specialized social media solutions.  In exchange, they get the integrated solutions of companies like Sprinklr and close to instant rollout across social channels and platforms.

The reality is the biggest challenge facing companies is execution -- and silos are the biggest hurdle. Adding more independents systems only compounds the challenge with human silos being compounded by technological ones.

Apr 27, 2015 | Original Link

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Article CX Strategy

It's impossible for companies to focus on the 'easy' market segments (ie. non millenials) and get comfortable with a less than competitive product or service offering. 

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Achieving customer satisfaction has never been more complicated -- with so many generations of customers (Boomers and Gen X, Y and Z).  Throw in a multitude of communications platforms and the problem gets even more complex.

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