Sprinklr Inc Dossier
Qualitative Analysis
Business overview
Sprinklr, Inc. (NYSE: CXM) is a leading provider of a unified, AI-native Customer Experience Management (Unified-CXM) platform designed for modern enterprises. Founded in 2009 by Ragy Thomas, the company's platform integrates four core product suites: Sprinklr Service, Sprinklr Social, Sprinklr Insights, and Sprinklr Marketing. These suites enable customer-facing teams to break down internal silos, collaborate seamlessly, and manage customer journeys across more than 30 digital, social, and voice channels. Sprinklr serves over 1,900 global enterprises, including approximately 60% of the Fortune 100 companies, such as Microsoft, Procter & Gamble, and Samsung.
Research as of 20 Jun 2026
Strategic Initiatives
Growth programs, investments, and their expected impact
A strategic customer success initiative focused on deeply engaging, protecting, and expanding relationships within Sprinklr's top-tier enterprise customer accounts (initially top 500, later expanded to top 900). The program prioritizes high-value enterprise clients over smaller 'mom-and-pop' accounts to drive multi-product suite bundling and improve renewal rates.
Expected impact: Stabilize the customer base, reduce churn, increase net dollar expansion (NDR) for top-tier accounts, and drive long-term contract commitments.
Upgrading the Unified-CXM platform with advanced generative AI capabilities, including proactive Agent Copilot features, AI agent testing, AI performance analytics, and no-code AI studio tools to support autonomous agentic customer experience (CX).
Expected impact: Enable enterprises to automate customer service workflows, achieve over 50% call deflection, and improve core service metrics like first call resolution (FCR).
Mergers, Acquisitions & Partnerships
Recent deals and strategic collaborations
Recent Acquisitions
Acquisition of assets to strengthen Sprinklr's leadership in modern, multimodal customer intelligence. ViralMoment's video-native AI analyzes short-form video content frame-by-frame across visuals, audio, and on-screen text, allowing Sprinklr to offer complete multimodal listening and insights across TikTok, Reels, and YouTube.
Financial impact: Acquired using cash on hand; transaction value was not publicly disclosed.
Strategic Partnerships
Connects CreatorIQ's creator intelligence and Creator Graph™ directly with Sprinklr's enterprise social media reporting environment. This allows brands to measure and scale creator marketing alongside paid and organic social campaigns in a single unified dashboard.
Terms: Not publicly disclosed
Combines Sprinklr's AI-native Unified-CXM platform with SAMY's social-first creative and marketing expertise to deliver regionally integrated digital transformation solutions for global brands.
Terms: Not publicly disclosed