Prithvi Surendranath

Director, Solution Consulting, APAC Sprinklr

Prithvi is the Director of Solution Consulting at Sprinklr, the world’s leading platform for Unified Customer Experiences for brands. With a work experience of 15 years and having spent over 12 years in Sprinklr leading teams in both services and solutioning, his role entails working with leading brands and leadership teams in understanding business challenges, organisational vision for transformation and solving for critical needs of brands that aim to deliver premium experiences for their customers across the field of customer service, content marketing, brand amplification and actionable insights.

His technology experience spans the areas of CCaaS, Conversational AI, Digital Marketing, Social Marketing, Social Listening and Advocacy. He is currently based in Singapore. Outside of work, he is an avid reader, enjoys hikes & cycling and photography. Prior to Sprinklr, he worked in Cognizant.

Day One - 19 March 2024

11:30 AM AI in CX: Measuring the true VOC with real time AI powered insights

  • Here’s the big bold statement of the day: Customers don’t always know what they want, until they experience it.  
  • For example: When Disney surveyed customers who went to their theme park, they said they’d like salad for food. Even though this was their stated preference, Disney’s data showed that nobody really orders salads at theme parks. 
  • Therefore, it’s important to derive insights from contact center interactions to really understand what the customer isn’t saying. 
  • We all know this, but data shows that on average only 3-15% of all contact center interactions are being analyzed today.