Sprinklr polled over 1,500 professionals globally and assessed owned and earned digital conversations from the top 2021 Forbes Global 2000 companies.
The report found that over 50% of retail brands respond to customer comments within 5 hours, while 18% respond within 30 minutes. Pharmaceutical companies, however, take up to a week to react to consumer queries via social media and messaging channels, if they respond at all.
When it comes to technology, 82% rank their unified customer experience management (unified-CXM) maturity at a high level. 17% rank themselves at the highest level known as “transformational.” In addition, 84% use AI frequently to decipher the intent of the public data available.
45% of food and beverage companies leverage social media listening for competitive insights. Media and entertainment brands (85%) inform their marketing strategy via insights from social media conversations.
[2 minute read]