In a strategic move to solidify its position as a leader in Unified Customer Experience Management (Unified-CXM), Sprinklr Inc. (NYSE: CXM) announced today the acquisition of assets from ViralMoment, an innovative AI-driven solution specializing in social video intelligence and analytics. This acquisition is poised to redefine how brands engage with their customers by integrating advanced multimodal insights into Sprinklr’s AI-native platform.

1. Embracing a Video-First World

The evolution of social media has seen a significant shift towards video-first and image-led communication, with platforms such as TikTok, Instagram Reels, and YouTube dominating user engagement. Despite this trend, many traditional Voice of the Customer (VoC) programs remain heavily reliant on text-based data, resulting in a critical oversight of customer signals embedded within visual and audio content.

Karthik Suri, Chief Product and Corporate Strategy Officer at Sprinklr, emphasized the necessity for brands to adapt to modern communication styles. “Modern listening requires understanding customers the way they actually communicate today — visually, emotionally, and at speed,” he stated. The acquisition of ViralMoment will enable Sprinklr to enhance its AI capabilities to "see," interpret, and reason across various forms of media, thereby unlocking new potentials for customer intelligence.

2. ViralMoment: A Game Changer in Social Listening

ViralMoment was designed to address the demands of a video-centric social landscape. Its proprietary technology analyzes content frame by frame, examining visual elements, audio components, and on-screen text. This deep dive into multimedia allows brands to uncover emerging trends, creative patterns, and cultural narratives in real time—transforming video into actionable customer intelligence.

Chelsie Hall, CEO of ViralMoment, expressed enthusiasm about the merger, stating, “Joining Sprinklr allows us to bring that capability into an enterprise platform built to operationalize those insights at scale.” This partnership is expected to help brands transition from fragmented insights to a holistic understanding of cultural and consumer behavior.

3. Enhanced Capabilities for Sprinklr Customers

With the integration of ViralMoment’s technology, Sprinklr's offerings will be significantly enriched. Key capabilities that customers can expect to gain include:

Early Detection of Trends: Leverage video and image-native intelligence to identify cultural and market trends ahead of competitors.

Performance Insights: Understand not only which content is engaging but also why it resonates with audiences.

Visual Sentiment Analysis: Capture customer sentiments and product feedback expressed through visual media.

Real-Time Activation of Insights: Facilitate the flow of insights across marketing, insights, product, and service teams seamlessly.

This comprehensive approach to multimodal insights positions Sprinklr to deliver the industry's most robust listening and insights system, integrating text, images, video, and audio into a unified framework operationalized within enterprise workflows.

4. A Strategic Move for Future Growth

The acquisition of ViralMoment is not just a technological enhancement; it is a strategic maneuver designed to position Sprinklr as a partner of choice for brands seeking to navigate the complexities of modern consumer engagement. By moving from fragmented insights to a cohesive understanding of customer behaviors, Sprinklr aims to anticipate cultural shifts, inform strategic decisions, and drive measurable business outcomes.

As businesses increasingly recognize the importance of multimodal customer intelligence, Sprinklr's expanded capabilities are expected to enhance its appeal to a growing roster of enterprise clients. Currently, over 1,600 enterprises, including industry giants like Microsoft, Procter & Gamble, and Samsung, depend on Sprinklr to deliver exceptional customer experiences across various touchpoints.

In conclusion, the acquisition of ViralMoment not only reinforces Sprinklr's commitment to innovation in customer experience management but also marks a pivotal moment in the evolution of how brands engage with their customers in a rapidly changing digital landscape.

Original press release