Sprinklr, the unified customer experience management (Unified-CXM) platform for modern enterprises, today announced that Karthik Suri will join Sprinklr as Chief Product and Corporate Strategy Officer, effective immediately, reporting to Sprinklr President and CEO, Rory Read. In this role, Suri will lead the company’s product vision and execution, and corporate strategy.

“Karthik is a unique product leader with the rare combination of technical depth, strategic acumen and operational rigor,” said Rory Read, President and CEO of Sprinklr. “His ability to identify market opportunities, build and transform products that customers love, and drive strategic growth through both organic innovation and inorganic opportunities makes him a strong fit for this role, particularly given the transformation we are currently going through at Sprinklr. As we continue to accelerate our product roadmap to drive and define the unified customer experience market, Karthik’s leadership will be invaluable.”

Suri brings more than 25 years of product leadership and strategic experience in the technology industry, most recently serving as Chief Product Officer at Cornerstone OnDemand, where he was responsible for the multi-year vision to transform Cornerstone’s product from a learning solution to a full-stack, workforce agility and intelligence platform. Prior to this, Suri served as Chief Product and Technology Officer at Invitae, where he led the Global Products and Technology organization for the Personalized Health Management company. Suri also led strategic growth planning, business operations, market intelligence, M&A integration and other operational functions as Senior Vice President, Chief Operating Officer at GE Digital. He has held leadership roles at leading tech companies, including PayPal, eBay, Magento, and Yahoo!. He brings deep transformation experience and a strong track record for building scale and driving growth profitably.

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“I’ve long admired Sprinklr’s bold mission to make every customer experience extraordinary,” said Suri. “The company has built remarkable technology and an exceptional team, and I’m thrilled to help shape this next chapter of growth. I look forward to working with this talented team to deliver the definitive, AI-native unified customer experience platform that truly makes a difference for our customers, while identifying strategic opportunities that will expand our impact and drive long-term value.”

Suri holds a B.E. in Mechanical Engineering and an M.Sc. in Chemistry from BITS, Pilani, India, an M.S. in Industrial and Systems Engineering from The Ohio State University, and a dual M.B.A. from Columbia Business School and University of California, Berkeley, Haas School of Business.

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Sprinklr, the unified customer experience management (Unified-CXM) platform for modern enterprises, announced the release of a new research report prepared by Metric Sherpa: The CX Confidence Disconnect: Why Customers Struggle to Believe What Brands Promise. The findings, drawn from dual surveys of more than 2,600 business leaders and consumers, reveal a potential disconnect between how business leaders perceive their customer experience (CX) and how consumers live it. The gap can threaten trust, performance, and readiness for AI.

The Brand and Customer Divide

Across every customer touchpoint, from marketing, to service, to post-purchase care, business leaders report high confidence in their ability to deliver a consistent, trustworthy experience. But consumers report something very different.

• 91% of business leaders believe customers understand and experience their brand as intended.
• Yet only 36% of consumers say their experiences with brands are consistent across channels: website, app, support, and store.
• Additionally, 79% of customers say they often feel unrecognized or forgotten by brands they’ve interacted with multiple times.

This gap reveals a blind spot embedded deep within daily operations. Leaders believe CX organizations are executing effectively. The data suggests that customers experience fragmentation, repetition, and erosion of trust.

“This report makes it clear that many enterprises are leading with confidence built on false assumptions,” said Justin Robbins, Founder & Principal Analyst at Metric Sherpa. “Executives may believe their brands are trusted and consistent, yet customers describe fragmented and forgettable experiences. Closing this gap demands decisive action: measure trust with the same rigor as revenue, unify data and teams so promises match delivery, and redesign recovery around speed and accountability. Brands that take these steps will earn durable trust in an era where skepticism is high and switching is easy.”

The Broken Promises Behind the Brand Narrative

Among the business leaders surveyed, nearly half of whom hold executive roles, confidence in brand trustworthiness runs high:

• 86% say customers mostly or completely trust them to follow through on promises.
• But among consumers, nearly half say brands overpromise and underdeliver sometimes, often, or always.

A divergence exists between the confidence brands project, and the skepticism consumers carry. Brands must also contend with a broad structural breakdown in how trust is earned and maintained that we see reflected across culture today. In this environment, misleading advertising, over-hyped AI, and failed service recovery are even more costly and among the most often cited reasons customers lose faith.

The result: nearly 6 in 10 consumers say they’ve stopped doing business with a brand because of a single poor experience.

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Is AI the Next Inflection Point for Trust?

AI has the power to transform CX, helping companies deliver tailored experiences and drive faster resolutions for customers at scale. As businesses look to deploy AI across customer-facing functions, the research reveals an important early warning:

• While leaders believe customers are comfortable using AI for basic support tasks, only 17% of consumers are “very comfortable” doing so.
• 43% don’t trust AI to make decisions that affect their finances or personal data.
• And 72% of consumers say they expect to be told every time they’re interacting with AI.

These numbers are meaningful enough to raise attention. They point to a tenuous foundation for AI acceptance—where transparency, human intervention, and context continuity are still preferred, and expected.

Recovery is the Moment of Truth That Most Brands Miss

What customers value most after a brand failure isn’t a discount or an apology. It’s action.

• The #1 loyalty driver for consumers post-failure is fast, honest resolution.
• Yet only 36% of business leaders say their organizations follow up to confirm resolution.

This is where reputations are salvaged, strengthened or lost. When resolution is mishandled or absent, customers don’t simply complain. They walk away, and they bring others with them. Negative experiences are shared socially, passed along privately, reviewed publicly, and remembered long after a campaign ends.

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The Strategic Risk and Opportunity Ahead

This research offers a rare side-by-side view of expectation versus execution. The message highlights a common reality: many organizations have grown confident in their messaging, but struggle with their delivery. The discrepancy between perception and performance is measurable, material, and mounting. However, Sprinklr believes that this discrepancy also creates amazing opportunities for brands willing to lead customer experience in the age of AI.

“Extraordinary customer experiences don’t happen by accident—they’re built through intentional, omni-channel listening and action,” said Sprinklr CMO, Arun Pattabhiraman. “Sprinklr helps brands unify the channels, signals, and teams surrounding the customer. Our AI-native platform isn’t just built to automate—it’s built to understand and offer insight. When brands move from fragmented efforts to connected intelligence, they aren’t just able to improve experiences—they gain the power to make them extraordinary.”

Download the full report – The CX Confidence Disconnect: Why Customers Struggle to Believe What Brands Promise.

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Sprinklr, the definitive AI-native platform for unified customer experience management (Unified-CXM), today announced the launch of next-generation AI capabilities and solutions, including Sprinklr Copilot and Sprinklr AI Agents, as well as enhanced capabilities for Sprinklr Customer Feedback Management (CFM).

The Customer Experience Revolution Demands AI-Native Solutions

Hyper-connected customers have changed the rules of engagement. Customers control when, where, and how they interact with brands. They expect personalized, instant experiences across every touchpoint. Meanwhile, employees struggle with fragmented tools, disconnected data, and legacy systems that cannot keep pace with the evolving needs of the organization.

“Today’s customers are in the driver’s seat — they expect brands to meet them where they are, with context, speed, and insight,” said Rory Read, President and CEO at Sprinklr. “Our platform is built to help brands lead in this new era of engagement, connecting with their audiences in a bold, differentiated way.”

Legacy platforms with retrofitted AI simply cannot bridge this gap. Enterprises need AI-native solutions that reimagine how brands and customers connect by embedding AI into the architecture of customer experience.

Sprinklr is meeting this moment with intelligent, domain-specific AI that augments human teams and unlocks intelligent collaboration. The innovations announced this week are designed to unify data, teams, and tools on a single platform, elevate operational efficiency through intelligent human-AI collaboration, and help transform customer experiences into revenue-accelerating, loyalty-building moments.

AI-Native Architecture Purpose-Built to Reimagine Extraordinary CX

Next-generation AI from Sprinklr is transforming customer experience by solving long-standing challenges around collaboration, intelligence, and automation, based on more than a decade of hands-on expertise. Rather than stitching together point solutions, Sprinklr’s unified architecture integrates domain-specific and general-purpose AI across every CX function. Sprinklr customers can deploy, scale, and optimize AI-driven experiences from one platform.

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These innovations will be highlighted this week at CXUnifiers 2025, Sprinklr’s flagship event and exclusive gathering of the world’s most forward-thinking marketing, service, and insights leaders. At CXUnifiers, Sprinklr will demonstrate how its platform is helping global brands reimagine engagement, move past AI hype, and unlock the full potential of AI-powered experiences. Sprinklr will highlight new solutions and capabilities this week, including:

• Sprinklr Copilot: Sprinklr Copilot is an always-on companion for customer-facing teams, delivering real-time, AI-powered conversational assistance across all product suites:
  • Interact with dashboards conversationally: Surface insights instantly without manually parsing charts, widgets, or KPIs.
  • Ask simple questions like “Tell me what failed last week” instead of navigating manual filters.
  • Proactively monitor critical systems and workflows: Receive real-time alerts when anomalies or spikes occur.
  • Empower agents with a fully configurable and customizable Copilot to improve First Contact Resolution and CSAT.
  • Help ensure transparency and trust: Every response is explainable and backed by precise citations.

• Sprinklr AI Agents: Build and deploy autonomous AI agents that enable decision-making, automate the drudgery of repetitive tasks, and drive engagement.
  • Native Advantage: Unlike external AI solutions, Sprinklr AI agents are built natively into the platform, providing a seamless experience. Sprinklr AI Agents inherently understand the platform’s data models, journey vocabulary, and embedded AI capabilities—enabling them to orchestrate customer experiences that are more personalized, efficient, and context-aware than is possible with an external agent.
  • Scale Confidently: Sprinklr AI Agents get smarter with every interaction. Reduce handoffs and improve containment with AI agents that escalate when needed and self-train from human interactions.
  • Retain context across channels: Sprinklr AI Agents can seamlessly switch across voice, chat, email, and social without customers needing to repeat themselves.
  • Integrate Seamlessly: Sprinklr AI Agents integrate seamlessly with the front-office workflows and business processes you are already managing with Sprinklr.
  • Grounded in your business: Sprinklr AI Agents are grounded in the business rules, enterprise data, and guardrails to minimize hallucinations and are designed with governance and security in mind.

• Customer Feedback Management (CFM): Enhanced capabilities to help modernize and simplify customer feedback management with a unified, AI-native platform.
  • AI in Survey Collection: Adaptive AI surveys that personalize in real time — asking fewer, smarter questions to drive higher response rates and richer insights.
  • AI in Data Analytics: AI delivers automated insights and validates them against social data – breaking silos for better insights with more data and context.
  • AI in Closed-Loop Feedback: AI that doesn’t just detect issues but prescribes actions and empowers teams to address feedback better.
  • Unified Feedback Management: One unified system of record and single source of truth connecting solicited and unsolicited feedback.

“Our AI isn’t just a collection of generic tools — it’s embedded natively across our unified platform, powering every suite with domain-aware intelligence refined over 10+ years,” said Sprinklr Chief Technology Officer Amitabh Misra. “With AI Copilots and Agents that deploy in days, organizations can augment human teams — unlocking new levels of productivity and delivering real results rapidly, consistently, and with enterprise-grade safety and governance.”

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Unify. Elevate. Transform. To Drive Results that Matter

“We believe extraordinary experiences are built on a foundation that unifies, elevates, and transforms,” continued Read. “By unifying data, teams, and tools, elevating human potential through intelligent AI collaboration, and transforming every interaction into a moment of impact, we’re helping organizations unlock new levels of agility, accelerate growth, and deliver outcomes that matter — for customers, employees, and the business.”

The innovations announced today are just a part of the Unified Customer Experience Management Platform Sprinklr will highlight this week with customers and CX leaders in Nashville. Sprinklr continues to lead the way in helping brands deliver extraordinary experiences in a digital-first world. Combining domain-specific AI with a unified platform approach, the company is setting a new standard for what’s possible in customer engagement.

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