Case Study: Standard Chartered achieves a more humanized digital customer experience with Sprinklr

How Standard Chartered humanizes the digital customer experience with Sprinklr

Standard Chartered, a multinational bank operating in 59 markets, needed to simplify and speed up digital banking while delivering more personalized, real-time service across many channels. Customers were increasingly frustrated by having to repeat themselves, and the bank wanted better visibility into conversations and data-backed insights to improve service and growth. Standard Chartered used Sprinklr’s Unified-CXM platform to support this transformation.

With Sprinklr, Standard Chartered unified customer care, listening, analysis, and engagement across 31 retail markets, and within four years handled 1 million customer engagements as social care interactions grew 10x year over year. Sprinklr Insights and Sprinklr Social helped the bank turn social listening and sentiment data into sharper product recommendations and more targeted marketing, while conversational AI is expected to digitize 70% of conversations and free live agents for more complex work.

Standard Chartered

Aalishaan Zaidi

Global Head, Personal Banking