As social media goes video-first, most brands are still listening with text-era tools. Sprinklr just made its move to close that gap.
Sprinklr, an AI-native platform for Unified Customer Experience Management (Unified-CXM), today announced the acquisition of ViralMoment’s assets, an AI-powered social video intelligence and analytics solution, strengthening Sprinklr’s leadership in modern, multimodal customer intelligence.
Social has become video-first — and increasingly image-led—with the majority of engagement and influence now driven by short-form video and visual storytelling across platforms like TikTok, Reels, and YouTube. Yet most listening and Voice of the Customer (VoC) programs remain text-centric, leaving brands with a growing blind spot as critical customer signals embedded in visuals and audio go largely untapped.
“Modern listening requires understanding customers the way they actually communicate today —visually, emotionally, and at speed,” said Karthik Suri, Chief Product and Corporate Strategy Officer at Sprinklr. “While short-form video is becoming one of the dominant formats for brand engagement and discovery, most solutions still interpret culture through text. We believe that this acquisition allows us to advance our AI-native platform with the ability to ‘see’, interpret, and reason across video, imagery, and audio — unlocking a new generation of agentic AI systems grounded in real-world customer context.”
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ViralMoment was purpose-built for this new reality. Its video-native AI analyzes content frame by frame across visuals, audio, and on-screen text — cutting through the noise of modern platforms to uncover emerging trends, creative patterns, and cultural narratives as they form – turning video into structured, actionable customer intelligence.
“We built ViralMoment around the belief that modern social requires a fundamentally different approach to listening to and understanding customers,” said Chelsie Hall, Chief Executive Officer at ViralMoment. “Joining Sprinklr allows us to bring that capability into an enterprise platform built to operationalize those insights at scale — helping customers move from fragmented visibility to a more complete understanding of how culture and behavior evolve.”
With this acquired technology, Sprinklr’s customers will be able to:
- Detect emerging cultural and market trends earlier through video- and image-native intelligence
- Understand not just what content performs, but why it resonates
- Capture customer sentiment and product feedback expressed visually
- Activate insights across marketing, insights, product, and service teams in real time
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By combining ViralMoment’s video intelligence with Sprinklr’s enterprise-grade Unified-CXM and VoC platform, Sprinklr believes it will deliver the industry’s most complete multimodal listening and insights system — spanning text, images, video, and audio — and operationalized directly within enterprise workflows at scale. This will uniquely position Sprinklr as a partner of choice to help brands move from fragmented insights to comprehensive customer understanding — anticipating cultural shifts, informing decisions, and driving business outcomes.