ISG Software Research Analyst Perspectives

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for Topic: Field Service

Is Sprinklr the Model for a Post-CCaaS CX?

Posted by Keith Dawson on 16 June 2026

Nothing illustrates the degree to which the contact center market has changed as much as the emergence of Sprinklr as a competitive player in CCaaS. Here is a company that comes directly at the service environment from a role in MarTech (specifically social media management and monitoring), with no legacy baggage to weigh it down. The change we’re seeing is the convergence of once-separate... Read More

Topics: Contact Center, Field Service, CCaaS, Customers and CX - Business & Technologies, Sprinklr, Unified CXM

Why Customer Journeys Matter to Enterprise CX

Posted by Keith Dawson on 30 September 2025

The idea of customer experience (CX) as a business practice relies heavily on being able to understand and track customer journeys. And that can be tricky because there isn’t a standard definition as to what a journey consists of. For example, inside a contact center the journey is perceived in terms of the steps a customer takes to achieve a particular result. Sometimes that is broadened out to... Read More

Topics: Contact Center, Field Service, CXM, Customers and CX - Business & Technologies, Customer Journey, Journey Management