1、From Cost Center to an Experience Center Transform your CX with unified and digital-first careIntroductionCX transformation begins with a shift in mindsetNext-gen CX with the Experience CenterExperience Center Maturity-the path to being future-readyA business case for changeCustomers are driving the

2、 bus.Are you onboard?030510121304TABLE OFCONTENTS 2023 Sprinklr,Inc.All rights reserved.From Cost Center to an Experience Center 2IntroductionThe on-demand economy upended service expectations.Once people experienced one-day deliveries from ecommerce giants,they now expect it everywhere.Challenger b

3、anks can answer your queries immediately,so consumers learn to expect that from legacy operators.Consumers want same-day healthcare appointments,always-on content and instantaneous support.As Dan explains,“Its not the prices at which the likes of Amazon offer services,but the experience,that makes i

4、t such a great experience to go shopping there.”More than 80%of businesses agree that customer experience(CX)offers them a competitive edge;yet just 14%say it forms a crucial part of their strategy.Customer expectations have evolved drastically in the recent past which has put businesses in a race t

5、o outdo each other through CX to survive and grow.Nearly 80%of the businesses agree that delivering digital CX is extremely important.Customer expectations are going only in one direction“Consumer expectations are only going in one directionup.”,says Dan Gingiss,a renowned CX expert.His prediction i

6、snt surprising.Experts are witnessing skyrocketing customer expectations across all industries.Your customer experience IS your competitive advantage 2023 Sprinklr,Inc.All rights reserved.From Cost Center to an Experience Center 3 2023 Sprinklr,Inc.All rights reserved.2022 Sprinklr,Inc.All rights re