CEO Rory Read kicked off the event by positioning it as the coming-out party for a new Sprinklr, marking the culmination of two years of transformation focused on addressing technical debt and making the company more customer-centric.
The transformation included four key initiatives:
Stabilizing and reinvigorating Sprinklr’s core Social business, which had been neglected during its aggressive expansion into CCaaS.
Refining its ideal customer profiles, identifying 4,000 target enterprises, and focusing its go-to-market strategy on these accounts.
Building a more customer-centric culture through what it affectionately calls Project Bear Hug.
Addressing the technical debt accumulated as it broadened its product portfolio.
Following its 2022 launch, Sprinklr had rapidly grown its customer service business, securing several high-profile wins in Europe and growing the business to approximately 20% of revenue.
The CCaaS product has been a key focus of the architectural overhaul. In particular, Sprinklr developed its own voice infrastructure, Voice Connect, to replace the Twilio infrastructure it had previously relied on, rolling it out to 80% of its CCaaS customers in just six months. Its largest CCaaS customers now have deployments exceeding 10,000 agents, with the biggest reaching 40,000.
Sprinklr takes a three-pronged approach to the market, positioning Social, VoC and Service as three entry points, or “towers,” into its broader suite. Built on a common software stack and unified database, the architecture makes it easy for customers to expand from an initial tower into the full suite.
While the past two years were largely devoted to internal transformation, Sprinklr also managed to launch and grow its VoC offering, unifying insights from social media, surveys, service interactions and reviews. By correlating customer signals across channels and turning insights into action through workflows, Sprinklr has developed a differentiated approach that has earned strong recognition in leading industry analyst reports.
At the event, Sprinklr unveiled its Context Graph, an ambitious initiative leveraging years of investment in platform instrumentation to extract signals and infer intent from customer conversations. Drawing on its unified data foundation and working in tandem with Sprinklr’s Universal Profiles, its built-in CDP, the Context Graph connects data and traces conversations, decisions, actions, and outcomes across the platform. It can also federate third-party data sources.
Discussions with customers helped me appreciate another aspect of Sprinklr’s differentiation. Over the years, the company has developed a rich set of models to classify intents in social conversations. While not generative, these models provide a reliable first layer of intent recognition on which generative AI can build.
Sprinklr has also further matured its agentic platform, putting it to the test by using it to build Agent Architect, an agent that can create other agents from a simple brief, automatically generate test scenarios, and run them. Many businesses are leveraging Sprinklr’s data and intent classification foundation to progressively implement agentic strategies, tackling one use case at a time.
Sprinklr offers a unique product combination, underpinned by a rich data foundation bringing together social engagement, customer feedback and service interactions. As Sprinklr returns to the offensive, Rory points to large customer wins and full-suite adoption as key indicators of renewed momentum. He also reminded us that Sprinklr remains profitable and debt-free, emphasizing that growth had been held back by the company’s focus on putting its house in order.