Sprinklr Customer Feedback Management

I led the end-to-end product design for Sprinklr’s new Customer Feedback Management (CFM) solution, collaborating closely with PMs and engineers. I helped define the product strategy, shaped the survey-to-action workflow, and delivered a scalable system that closes the feedback loop across listening, analysis, and response. The product filled a key gap in Sprinklr’s CX suite and unlocked a new market opportunity in enterprise feedback management.

Team

3 x UX Designer

4 x Product Manager

10 x Developer

Timeline

Sep 2023 - Now

Role

UX Design

Strategy Design

Context

What’s Customer Feedback Management (CFM) ?

Customer Feedback Management (CFM) is a structured, end-to-end approach that enables organizations to collect, analyze, and act on customer feedback at every stage of the journey.

Sprinklr CFM aimed to create a framework that helps businesses capture feedback, gain insights, and drive meaningful improvements in customer experience and performance.

Context

Problems in Current CFM Markets

Traditional surveys are struggling to keep up with today’s challenges. With low response rates, outdated formats, and fragmented feedback sources, marketers find it increasingly difficult to gather quality insights.

The manual processes required to analyze survey data only add to the frustration, leaving businesses with delayed actions and missed opportunities to truly understand their customers.

Overall Outcome