Pegamento congratulates partner Sprinklr on their tremendous growth over the past year compared to last year, which is why Pegamento has named them the fastest growing vendor of 2022.
In the first half of 2022, Pegamento already handled 2.7 million incoming calls and 26 million contacts on social channels. In particular, contacts on social channels have skyrocketed, but so has their handling. “It is a confirmation that we see that people are talking about you more than talking to you,” indicates Pegamento CEO Serge Poppes. According to Poppes, this has been an observable trend since 2015. The use of social channels is growing every year and there is now more communication about the organization, than with the organization. “Ultimately, this is not surprising, because if you ask a good friend about his experience with a product or service, it is separate from the brand but associated with it. These are conversations that are difficult to manage as an organization in the completely unstructured digital world.”
It starts with understanding all communications
Today, with Sprinklr’ s solution, you can gain insight into these unstructured channels and thus start dialogues where monologues used to dominate. Big brands like AkzoNobel and Heineken also see this and therefore choose Sprinklr’s solution.
Poppes also sees Sprinklr as at the forefront of customer contact. “The technology is extremely advanced with almost unbelievable content statistics. We often hear that back from our customers as well, “to-good-to-be-true.” With 10 billion predictions on digital channels per day, more than 750 standard and 500 customer-specific AI models in more than 100 languages, it is the solution for understanding the customer and establishing effective and unified customer service in the digital age we are in. This is truly the essence of customer contact 3.0.”
Kevin Jonkergouw, Vice President Benelux & Nordics Sprinklr: “we are happy to have a specialized partner like Pegamento who is especially focused on customer contact. We would not be able to keep up with our growth otherwise either, because the implementation of our technology is essential for the end users.”
Increase customer experience success with a unified approach
New findings from Forrester Consulting in partnership with Sprinklr reveal what companies must overcome to deliver great customer experiences – and why unified customer experience management (CXM) platforms provide a competitive advantage.
