Bhavna Gupta

Jan 7, 2025 | sprinklr.com | Issac Thomas |Bhavna Gupta |Martin Hill-Wilson

Equipping customers with self-service options that eliminate the need for live agent intervention has become a top priority for companies of all sizes and industries. With rising customer expectations and diminishing patience — especially among Millennials and Gen Z — businesses are leaning toward customer self-service solutions. Why? Because they deliver the trifecta of modern customer demands: speed, efficiency and accuracy. Self-service automation lies at the heart of this shift.

May 15, 2024 | sprinklr.com | Bhavna Gupta

Today, the modern customer expects quick and personalized support. Now, there are two popular ways to deliver this – Live chat and Chatbots. Both have their own pros and cons. Live chat uses customer support agents to provide humanized responses but chatbots can provide assistance 24/7. There are many other nuances as well. So, who wins the battle of live chat vs. chatbot?  As a customer support executive, what would you prioritize – the human touch or speed and agility?

Mar 17, 2024 | sprinklr.com | Bhavna Gupta

Reaching customers has never been harder. They flit from channel to channel, online to offline, expecting personalized interaction with brands at every touchpoint they encounter. An omnichannel customer journey ensures they stay within the loop and move smoothly from awareness to purchase and beyond without experiencing any kind of friction.  Crafting an omnichannel customer experience might sound fundamental, but it calls for grassroots-level organizational and operational changes.

Feb 5, 2024 | sprinklr.com | Bhavna Gupta

AI has ushered in a new paradigm for businesses seeking enhanced efficiency and personalization via seamless human-machine collaboration. Two technologies helming this digital transformation are conversational AI and generative AI. The AI impact on client engagement, marketing, content production and customer service is evident if you look at these projections by Gartner: 30% of all outbound marketing messages will be AI-synthesized by 2025.

Feb 5, 2024 | sprinklr.com | Bhavna Gupta

There is no room for failure when it comes to delivering customer experience. The modern customer is unforgiving toward brands delivering inconsistent, broken experiences, especially after the pandemic. Customer journey analytics streamlines customer experience management by connecting individual interactions with business processes and outcomes directly.