Sprinklr Reviews, Ratings & Features 2026 | Gartner Peer Insights

Gartner defines a voice of the customer (VoC) platform as one that integrates feedback collection, analysis and action into a single interconnected platform that helps understand and improve the customer experience. Sources of feedback extend beyond direct surveying to include other, more indirect and inferred sources. VoC platforms enable leaders responsible for functions such as customer service, marketing, or sales to better manage the customer experience (CX) through a deep understanding of customer needs, motivations, goals and behaviors. The resulting insights trigger recommendations and actions across the enterprise.

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Voice of the Customer Platforms

Sprinklr Insights

Sprinklr

Marketing Associate

Sprinklr is a great tool and helps us in our day to day work flows, reporting, insights as well as service from their team has been exceptional. What I appreciate the most about Sprinklr is its ability to bring various aspects of social media operations into a single platform. The publishing workflows, listening and reporting dashboards help streamline activities that would otherwise require multiple tools. For large enterprise organizations, the governance controls and role-based permissions are particularly valuable. The listening and analytics capabilities provide meaningful insights into audience coversations, competitor activity, trending topics and content performance. Custom dashboards and reporting options make it easier to derive actionable insights for stakeholders across different regions in the organisation. Like any enterprise platform, there is a learning curve, and some workflows can occasionally feel complex - like the set up of widgets in the competitor and listening modules. However, the depth of functionality and customization available often outweigh these challenges, especially for global teams managing large scale social media operations. Overall, Sprinklr Insights has been a powerful platform for managing end to end socail media activities, enabling better collaboration, stronger governance, deeper audience insights, and more data-driven decision making. 

3B - 10B USD

30B + USD

500M - 1B USD

<50M USD

250M - 500M USD

1B - 3B USD

10B - 30B USD

50M - 250M USD

Gov't/PS/ED 5,000 - 50,000 Employees

Manager, Customer Service and Support

I can really see that Sprinklr has strong capabilities and a lot of potential and great functionalities to use in the social sphare. The engagement possibilities and the development of AI within social listening is great. It's fun to see how new features are brought into the product.

However, the highly customized and complex setup makes it difficult to understand the implications of changes and identify the best solutions for specific use cases. This complex set-up makes it less suited to fast-moving, agile organisations and might work better for teams and organisations with a more rigid approach.  

I think that success with the platform depends on having the right expertise from the Sprinklr side to advise on the customer’s set-up, needs and purpose as well as having a stong foundation.

Manager

Overall my experience with Sprinklr Insight has been very positive, it has helped us understand customer conversations across different channels in one place making it easier to track trends and identify recurring issues, the dashboards are detailed and the sentiment analysis gives useful directories when reviewing customer feedback, I also like that reports can be customized based on business needs, the platform has a lot of features so it can take some time to learn everything but once you are familiar with it it becomes a valuable tool for monitoring customer experience.

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Pisano

Sprinklr is an enterprise that aims to unify different teams to improve customer satisfaction. Established in 2009, the company initially observed that fragmented software solutions were disrupting the customer experience and stifling growth. To address this, Sprinklr developed a single-code architecture platform to eliminate internal organizational silos. The company has now evolved into a prominent organization delivering a Unified Customer Experience Management platform. This system utilizes Sprinklr AI+ to assist teams across customer service and marketing departments in engaging with and enhancing customer experiences across all modern channels. Sprinklr, while based in New York City, operates in 25 countries, across 24 time zones, and serves numerous notable enterprises.

Sprinklr‚Äôs value to the enterprise is simple: We un-silo teams to make customers happier. Way happier. When we started in 2009, we saw the dark side of wildly popular SaaS point solutions ‚Äì Frankenstacks fragmenting customer experience. Dividing brands from the people they serve. Killing sales and growth. Sprinklr‚Äôs true, unified platform with single-code architecture solves the problem of internal silos. Today, Sprinklr is the leading customer experience cloud for the enterprise front office. Our category-defining Unified Customer Experience Management (Unified-CXM) platform is infused with Sprinklr AI+ ‚Ñ¢ to help every team across customer service and marketing to understand, engage, and deliver remarkable customer experiences on any modern channel. Headquartered in New York City, Sprinklr is in 25 countries, across 24 time zones, in 1,400 of the world‚Äôs most valuable enterprises ‚Äî including Microsoft, P&G, Samsung and 50% of the Fortune 100. More information at www.sprinklr.com 
More information at www.sprinklr.com 

Reviews

Ratings Overview

Overall experience with

Favorable Review

Detailed dashboards and flexible reports enhance understanding of feedback

Critical Review

New features add value, but setup poses challenges for agile teams

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