Sprinklr Unveils Social Index Revealing Brand Engagement Gap
Event summary
- Sprinklr released the Social Index report analyzing 1.16M interactions across 1,160 brands over 11 months in 2025
- Index reveals 78% of retail brands fail to generate meaningful engagement despite high activity
- Telecom brands show -19 median sentiment while financial services have 45% negative sentiment
- Sprinklr's normalized 0-10 scoring system identifies five maturity stages for social performance
The big picture
Sprinklr's Social Index highlights a fundamental shift in social media strategy from volume to relevance. The data suggests brands are prioritizing visibility over meaningful engagement, creating an opportunity for those that can unify customer experience management. With 1,600+ enterprises using Sprinklr's platform, the findings have significant implications for how Fortune 100 companies approach social media engagement.
What we're watching
- Performance Metrics
- How brands will adapt their social strategies to bridge the gap between activity and impact
- Industry Benchmarks
- Whether the Social Index becomes the standard benchmark for measuring brand social performance
- Operational Integration
- The pace at which brands unify social, care, and AI-driven insights for real-time engagement
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