Deloitte Digital + Sprinklr: Helping Global Brands Focus on Customer Experience

Today, I’m pleased to announce that Deloitte Digital has entered into a strategic alliance with Sprinklr. This alliance will provide global companies with Deloitte Digital’s consulting services and Sprinklr’s enterprise social technology, so they may deliver better experiences for their customers. (You can read the official press release here.)

How We Got Here

In 2012, Deloitte Digital was established with one purpose in mind: to help companies make the complex (but critical) business transformations necessary to succeed in the digital era. The idea was to pair Deloitte Consulting’s global scale and deep industry knowledge with a curated set of “market-leading” technologies. I believe Sprinklr is one of these technologies that will help companies move forward in the digital era.

What the Deloitte Digital and Sprinklr Alliance Brings to the Market

As an official Deloitte Technology Alliance partner, Sprinklr will work alongside Deloitte Digital to help companies put a “social enterprise layer” over their legacy enterprise technology systems (e.g., CRM, CMS, e-commerce), bridging the gap between digital and traditional technologies.

Working together, Deloitte Digital and Sprinklr will help companies to connect the dots between disparate business units. This means that teams within the front office – from customer service to marketing to sales – have one unified view of the customer and can communicate with him/her in one brand voice. The larger enterprise can navigate the digital age as a single, unified organization that’s centered around the customer experience.

Why the Impetus to Put the Customer Experience First?

The world of business is changing. It’s turning into one that’s powered by social conversations and controlled by connected consumers. These connected consumers want to have real, one-on-one, personal interactions with brands (and other consumers). Actually, they demand it. Brands are going to have to change and adapt accordingly.

Some companies have already started to make this transformative shift:

• A US car manufacturer brings the voice of the customer directly to the assembly line by installing social media command centers in their warehouses, allowing those building the cars to see what customers are saying about these products in real time. As a result, the brand can now integrate real customer feedback into future product designs and updates.
• An online retailer noticed that more and more of its customers were taking to social for service-related issues. They adapted to this trend by building out their social customer care program – holding themselves to a five-minute standard for responding to messages. As a result, customer service issues are resolved in less time than it would take to route someone through a call center.

But this is just the beginning.

Putting the focus back on customer experience is a critical next step for businesses. The path there may not be easy or clear, of course, but it’s one that can be made dramatically easier by having the right strategy coupled with the right technology.

At Deloitte Digital, we are excited to work with the folks at Sprinklr to help brands undergo this transformation.

This publication contains general information only, and none of the member firms of Deloitte Touche Tohmatsu Limited, its member firms, or their related entities (collective, the “Deloitte Network”) is, by means of this publication, rendering professional advice or services. Before making any decision or taking any action that may affect your business, you should consult a qualified professional adviser. No entity in the Deloitte Network shall be responsible for any loss whatsoever sustained by any person who relies on this publication.

Copyright © 2015 Deloitte Development LLC. All rights reserved.Member of Deloitte Touche Tohmatsu Limited.

About the Author: Doug Palmer, Principal, Deloitte Consulting LLP, leads the Social Business practice within Deloitte Digital, helping clients use “social” to drive organizational and business transformation. His research and thinking on the topics of social business, digital strategy, and gamification have been cited in leading publications such as The Wall Street Journal, MIT Sloan Management Review, Time Magazine, and USA Today.