Sprinklr announced the release of a new research report, 'The CX Confidence Disconnect: Why Customers Struggle to Believe What Brands Promise,' prepared by Metric Sherpa. The report's findings, drawn from surveys of over 2,600 business leaders and consumers, reveal a significant gap in how enterprises perceive customer experience versus how consumers actually experience it.
The research indicates that while nearly half of business leaders express high confidence in their brand's trustworthiness and consistent CX delivery, consumers report fragmented, repetitive, and trust-eroding experiences. This disconnect can threaten customer trust, business performance, and readiness for AI adoption.
Sprinklr's CMO, Arun Pattabhiraman, stated that 'extraordinary customer experiences don’t happen by accident—they’re built through intentional, omni-channel listening and action.' He emphasized that Sprinklr's AI-native platform is designed to unify channels, signals, and teams to bridge this gap and transform customer interactions into loyalty-building moments.
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