We were able to pare down from four technology solutions to one and eliminate millions of dollars in contractual expenses for single-point solutions. The way I describe it is that we now have our social data house in order.

It just goes to show the power of a tweet turning into a trend, turning into an in-real-life activation. And if we didn't have our Sprinklr tool, there's no way we would've ever seen this.

We used Sprinklr’s 30,000-feet view to understand the true impact of our efforts. Based on that knowledge, we could identify the KPIs most important to us, measure ourselve against them, and streamline our social presence and processes accordingly.

Sprinklr is such an integrated platform. It has become part of our digital ecosystem because it’s connected with different kinds of digital tools, including Adobe, Hadoop and Google Campaign Manager and that was really important for us. We can directly see the social media metrics within the Sprinklr platform.

We believe the future of our luxury brands will be defined by the experiences we create for our customers. Each brand within the Prada Group will be unified across in-person and digital channels in order to serve customers when and where they desire the best experience.

Sprinklr makes it easy for us to see everything that’s happening in the world across brands. It gives us the ability to see real-time sentiment and to deep dive into customer reactions and responses to our content.

We couldn’t do that if we didn’t have a platform that combines the process, creates automated reports, automatically boosts postings, and makes it so easy to get campaign insights in a holistic way.

Sprinklr Service has transformed the way we provide customer service on social channels. We’ve found that perfect blend of AI and human interactions, and our customers are happier.

What attracted us to the Sprinklr Service Self-Serve solution is that we would have one single tool that would allow us to receive messages from, and engage with, customers. That on whichever contact channel is right for our customers, we would be able to take those messages and respond to them quickly and, more importantly, efficiently.

Sprinklr’s custom-trained AI models can automatically detect the intent of user feedback on our posts and route the comments to the appropriate teams depending on the response required. These in-platform workflows help us provide a consistent experience for users across channels and give us the capabilities we need to scale further on TikTok.

Consumers do everything on their mobile phones, so the shift to digital is inevitable. Sprinklr’s Unified-CXM platform helps us serve customers through their channels of choice, be it via a chatbot, social platform or messaging app, like WeChat or WhatsApp. We think omnichannel CX, coupled with AI and analytics, is the only way forward.

We were able to pare down from four technology solutions to one and eliminate millions of dollars in contractual expenses for single-point solutions. The way I describe it is that we now have our social data house in order.

It just goes to show the power of a tweet turning into a trend, turning into an in-real-life activation. And if we didn't have our Sprinklr tool, there's no way we would've ever seen this.