Ahead of Sprinklr’s 10-year anniversary tomorrow (follow the celebration with #Sprinklr10), I sat down with Sprinklr President Carlos Dominguez to learn about how he knew Sprinklr was going to be a successful company, what he thinks makes Sprinklr special and where he thinks we’re heading in the next decade. As someone who spent 22 years at Cisco thinking about the future of work, Carlos has a natural talent for predicting the opportunities that lie ahead. Here is what he has to say about Sprinklr:
How did you know that Sprinklr was going to grow to be a billion dollar company from the beginning?
Prior to coming to Sprinklr, I was a technology evangelist at Cisco where I helped drive the networking giant’s strategy around emerging technologies. So I was always looking at what trends were happening in the enterprise tech industry – what was changing our society and how business was done. I was seeing the emergence of social media, and even though not many people my age were using social yet, I kept monitoring the growth of social. I knew if 100 million people were on social, there has got to be something there, especially because the adoption happened so quickly. I realized that this was the next generation of how the world was going to communicate.
I went back to my team at Cisco and wanted to learn more about how they were using social and what benefits they were seeing. They connected me to some of the key thought leaders in this space, provided me with a lot of stuff to read and asked me to get on this platform by the name of Sprinklr.
They informed me that in order to maximize the potential of Sprinklr, I should get some hands on training. During my second training session, the Sprinklr’s CEO/Founder Ragy Thomas interrupted my training and asked me why a Senior Executive wanted to learn more about using the Sprinklr platform. After giving him a response he proceeded to provide his thoughts on how social was changing the business world. He told me about this concept of unifying marketing, customer care, advertising, PR and research all on one platform to manage social media. Ragy’s vision from the beginning of managing social in a unified way across the company’s front office functions was very powerful. Any time there is an emerging technology, I knew that point solutions never worked in the long run.
He told me that Sprinklr was going to be a 100 million dollar company. After hearing his unified vision and realizing how different it was from point solutions, I said “No. it’s going to be a billion dollar company.” And here we are a decade after Sprinklr was founded, and the company is on its way to becoming a multi-billion dollar company.
What do you believe makes Sprinklr successful?
The market for helping brands understand and act on public data across social channels is so big, and so complicated. Sprinklr was and still is the only company thinking about solving this challenge for large brands with a unified platform. This is the winning solution.
We have the only technology solution for the problem that all large enterprises are facing – managing modern channels at scale. We also have an incredible focus and commitment on the customer. And the third thing is the people we’ve attracted are so passionate about our vision and incredibly talented.
What’s one thing you’ve learned from your years at Sprinklr?
Steve Jobs is famous for saying that “people don’t know what they want until you show it to them.” He didn’t believe in asking customers what they wanted. At Sprinklr, I’ve learned that this is not always the case, and that partnering with customers to build a product can be the foundation for success. What we do at Sprinklr with our product development is exceptionally unique – we have a vision for the art of the possible and then we go directly to our customers and say, “we’re building this, would you want it or something different?” Focusing our energy around a direction that customers are willing to bet on has added clarity to our roadmap and helped us maintain consistent growth.
Has anything surprised you about Sprinklr’s journey?
What surprised me the most is that our vision was so far ahead of the marketplace and our customers and competitors. We knew how transformative these modern channels would be for the world and business.
In the early days, when we would talk to customers about what we were building, they looked at us like we had three heads. Because we were so far ahead of everyone else, we couldn’t say we were “just like XYZ” because there was no XYZ. This was a 10-year vision for a unified customer experience management platform and the market is just now catching up to us.
We also understood the scale of social really well and built the only platform to handle the massive amount of data across social channels. The data Sprinklr’s platform is able to analyze on a daily basis is wild. We analyze more than 1B records in a single day for our customers with real-time reporting on 600B records and real-time alerting on 10M keywords.
Where do you think Sprinklr is heading for the next decade?
Sprinklr has the opportunity to capitalize on its position as the only platform that can provide a real-time voice of the customer for brands. We are the only company with the ability to provide brands with a single platform for listening to customers and learning from them, that sits across all of their entire customer-facing functions.
In the next decade, new messaging apps and social channels will likely become popular, and customers will start using these to connect with brands. More brands will turn to Sprinklr to help them consolidate and understand customer conversations on these new channels. We’ll continue creating a new model for how marketing, advertising, research, customer care, PR and engagement should be done in the future. And of course, we’ll continue helping companies revamp their infrastructure to focus on creating great customer experiences.
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