Enterprise customer experience platforms are increasingly evolving into unified AI-powered ecosystems that connect customer data, engagement, and analytics across business functions. Reflecting this shift, Sprinklr has been recognized as an Exemplary Provider in the 2026 ISG Buyers Guide™ for Customer Experience Management (CXM), highlighting the growing importance of AI-native platforms that enable organizations to manage the entire customer lifecycle from a single system.

Customer experience has become one of the primary competitive differentiators for enterprise organizations. As customer interactions span websites, contact centers, social media, messaging platforms, mobile applications, and digital commerce channels, businesses are increasingly replacing disconnected customer engagement tools with unified customer experience management platforms.

Sprinklr announced that it has been named an Exemplary Provider in the 2026 ISG Buyers Guide™ for Customer Experience Management and recognized as a Leader in Capability, placing it among only three vendors to receive that distinction in the latest evaluation.

The recognition comes as enterprise organizations continue modernizing customer engagement through AI-powered platforms capable of orchestrating customer journeys, automating workflows, and delivering consistent experiences across multiple channels.

According to ISG Research, this year's evaluation assessed customer experience management providers based on their ability to satisfy enterprise requirements across two primary dimensions: product experience—including platform capabilities—and customer experience. Sprinklr scored above the median in both categories, resulting in its placement within the Buyers Guide's highest "Exemplary" classification.

The recognition reflects broader changes taking place across the customer experience technology market.

Organizations have traditionally relied on separate applications for customer service, social media management, marketing, contact centers, conversational AI, employee collaboration, and analytics. These fragmented technology environments often create inconsistent customer experiences while making it difficult for organizations to maintain a unified view of customer interactions.

Enterprise software providers are increasingly responding by consolidating these functions into unified customer experience platforms built around artificial intelligence, centralized customer data, and workflow automation.

Sprinklr positions its Unified Customer Experience Management (Unified-CXM) platform as an AI-native environment designed to connect customer engagement, analytics, workflow orchestration, and decision-making across front-office operations.

Rather than managing customer interactions within isolated business units, organizations can coordinate marketing, customer service, digital engagement, and contact center operations through a common platform supported by shared data and AI-powered insights.

ISG Research notes that the customer experience management market is transitioning from department-centric software toward integrated platforms capable of supporting journey orchestration, lifecycle analytics, and AI-driven decision-making.

That transition aligns with broader enterprise technology trends.

Companies including Google, Microsoft, Salesforce, Adobe, and Amazon continue expanding AI-powered customer engagement capabilities across their cloud platforms, integrating generative AI, conversational assistants, predictive analytics, and workflow automation to improve enterprise customer experiences.

Sprinklr's platform addresses similar objectives by providing organizations with unified visibility into customer interactions while enabling AI-powered recommendations, automation, and operational coordination across customer-facing teams.

Industry analysts increasingly view this level of integration as essential for organizations seeking to improve customer satisfaction while reducing operational complexity.

According to Gartner, enterprises are prioritizing AI-enabled customer experience technologies capable of delivering personalized, contextual interactions across every stage of the customer journey. Meanwhile, Forrester continues to identify unified customer data and cross-functional customer engagement as foundational capabilities for modern customer experience strategies.

The latest ISG Buyers Guide also emphasizes governance, reliability, and integrated application architecture as key evaluation criteria for enterprise buyers. Rather than assembling customer engagement solutions from numerous independent products, organizations increasingly seek platforms that simplify deployment, reduce administrative overhead, and maintain consistent governance across customer interactions.

For marketing organizations, these developments reinforce the growing convergence of marketing technology, customer service, digital experience, and artificial intelligence.

Modern customer experience platforms now extend beyond traditional CRM capabilities by combining customer data, omnichannel communications, AI-powered analytics, workflow automation, and decision intelligence into unified operational environments capable of supporting the complete customer lifecycle.

As organizations continue investing in AI-native customer engagement strategies, independent industry evaluations such as the ISG Buyers Guide provide insight into how enterprise software providers are adapting to changing customer expectations and increasingly complex digital ecosystems.

Sprinklr's recognition illustrates the broader evolution of customer experience management from collections of disconnected engagement tools toward unified AI-powered platforms designed to help enterprises coordinate customer interactions, improve operational efficiency, and deliver more consistent experiences across every digital touchpoint.

Market Landscape

The Customer Experience Management (CXM) market is rapidly shifting toward AI-native, unified platforms that integrate marketing, customer service, contact centers, analytics, and workflow automation. Gartner identifies customer experience and AI-driven decision intelligence as strategic priorities for enterprise digital transformation, while Forrester highlights unified customer engagement platforms as essential for delivering consistent omnichannel experiences. As organizations reduce reliance on fragmented technology stacks, integrated CXM platforms are becoming central to enterprise customer engagement strategies.

Top Insights

• Sprinklr has been recognized as an Exemplary Provider in the 2026 ISG Customer Experience Management Buyers Guide and named a Capability Leader among enterprise CXM vendors.
• The recognition reflects increasing enterprise demand for unified AI-native platforms that integrate customer engagement, analytics, workflow automation, and journey orchestration.
• ISG Research highlights a market transition from fragmented customer experience tools toward centralized platforms built on governed customer data and artificial intelligence.
• Sprinklr's Unified-CXM platform is designed to connect front-office operations through shared customer intelligence, enabling more consistent omnichannel customer experiences.
• Independent analyst evaluations continue to emphasize AI, unified data, governance, and integrated application architecture as key differentiators in enterprise customer experience platforms.

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