New Leadership and AI Innovation: Sprinklr’s Strategic Shifts

Sprinklr’s latest earnings call underscored the company’s continued focus on adapting to a challenging macroeconomic environment through leadership reshuffles and a sharpened focus on AI innovation.

Central to these changes was the appointment of Trac Pham as co-CEO, a move designed to bolster operational execution while founder and co-CEO Ragy Thomas remains focused on product innovation and customer engagement.

AI-Driven Product Innovations

Sprinklr continues to integrate AI-powered features into its platform to enhance customer experience and operational efficiency. Highlights from the latest earnings call included:

• Sprinklr Digital Twin: An AI representation of a brand’s team and employees that accesses all systems and information with privacy and governance guardrails. Thomas described it as “the next evolution of AI for Unified-CXM.”
• Sprinklr Surveys: A new feature leveraging generative AI to gather real-time, actionable feedback from all customer touchpoints.
• Sprinklr Voice Connect: A vertically integrated CCaaS solution combining Sprinklr’s service and telephony to deliver high-quality voice connections for mission-critical contact centres.

Targeting an $800 billion market

Sprinklr’s leadership acknowledged the pressures on “everything outside the CCaaS” side of the business, and the necessity for strategic adjustments, though they stopped short of specifying precisely what this might mean for future investments.

“We’re seeing increased pressure on the core, which is everything outside the CCaaS. CIOs and CMOs are looking to find money and we’re a premium provider. We’re just getting squeezed,” Thomas explained. “On the contact centre side, we’re on the right side of that equation where we can actually deliver a lot more on with a lot less.”

“We need not just a better solution, but a cheaper solution as well. And with agents, our ability to move some of this is self-service, we can go after the $800 billion labour plus tech market and contact centre. So it’s a tale of two cities with our core and our CCaaS, and that’s how we are seeing the budget pressure.”

Strategic Leadership Enhancements Lead To “Cautious Optimism”

Thomas also emphasised the progress in Sprinklr’s go-to-market strategy and leadership changes: “We’ve brought in Trac with his rich experience at Synopsys, Scott from ServiceNow as our Chief Commercial Officer, and other leaders with proven track records. We feel like we’ve got the handle, we got the people, and I’m cautiously optimistic.”

He highlighted the importance of aligning the company’s go-to-market efforts with the C-suite within their customer base and investing in scalable onboarding experiences, leveraging their AI-powered platform for faster time to value and better retention.

Sprinklr’s latest earnings call underscored the company’s commitment to innovation, strategic leadership, and operational excellence. These developments are expected to impact call centres by enhancing customer experiences, improving efficiency, and supporting growth in a competitive landscape.

Author: James Groves
Reviewed by: Xander Freeman