Gainsight provides a Customer Success Management solution, to proactively manage retention, reduce unexpected churn and identify upsell opportunities by leveraging “big data” analytics across sales data, usage logs, support ticket, surveys and other sources of customer intelligence. Gainsight cu...
Customer Experience Management Software
Best Customer Experience Management Software
TrustMaps are two-dimensional charts that compare products based on satisfaction ratings and research frequency by prospective buyers. Products must have 10 or more ratings to appear on this TrustMap.
Customer Experience Management Software Overview
What is Customer Experience Management (CEM)?Customer Experience Management is an approach to managing and improving an organization's interactions with its customers across all channels and touchpoints in the customer journey. The goal of customer experience management is usually to increase customer satisfaction, foster loyalty, and even encourage advocacy, by making customers feel they have a real relationship with the brand. The strategy involves treating every customer as an individual and delivering a consistent and relevant experience across all communications, including in-store purchases, website visits, customer service requests, email communications, digital ad displays, social media channels, etc.
The process usually involves constantly gathering customer feedback, maintaining a single profile or source of data on each customer, and delivering a personalized experience in each channel based on that data.
What are Customer Experience Management Platforms?A CEM platform generally involves a suite of capabilities, including a mechanism for collecting and consolidating customer data analytics as well as customer feedback, and a mechanism for delivering the right content to the customer based on that data. The platform may include the full suite of capabilities, or achieve it through integration with point solutions such as A/B testing and personalization tools, web content management systems, product recommendation engines, tag management systems, voice of the customer tools, customer data platforms, data management platforms, customer relationship management systems, usability and UX testing tools, walkthrough software, etc.
Many software vendors are moving toward Customer Experience Management from a different starting point. The term is used by vendors who are more focused on collecting, listening to and analyzing customer sentiment, such as Clarabridge and ForeSee; vendors who are focused on content delivery, such as Adobe Experience Manager; vendors who are focused on understanding visitor sessions, such as IBM Tealeaf; and vendors who started as A/B testing and personalization tools, such as Qubit. Some live chat and help desk vendors also use the term customer experience management, but have only included those that work across multiple channels, or use customer behavior/segment information to personalize help content.
On the TrustMaps above, products fall into these categories. Thus they are not all directly comparable feature-wise; rather they represent different approaches to improving the customer experience.
- A/B Testing and Personalization: Oracle Maxymiser, Qubit, Evergage
- In-page Web Analytics: IBM Tealeaf, ClickTale
- Content Management: Adobe Experience Manager, Magnolia V5+, MindTouch
- Help Desk/Self-Service: Oracle Service Cloud, Zendesk, MindTouch
- Survey & Form Building: Qualtrics, Satmetrix
Customer Experience Management Products
Listings (1-25 of 108)
Qualtrics produces three Web-based products: Research Suite, which helps companies and schools conduct their own custom-made surveys and data analysis; Site Intercept, which allows websites to get feedback from visitors; and 360, a tool to help human resource operations assess employee performance.
Genesys PureConnect is an omnichannel contact center platform that offers cloud-based, on-premise, or managed service deployment options. It features an SIP-based architecture, including VoIP capabilities, which allows companies to connect legacy voice systems and use existing phone systems.
MindTouch is a customer experience management platform with content management and help authoring capabilities. Formerly known as MediaWiki, it is optimized for building knowledge bases for customer self-service and agent assistance purposes.
Genesys PureEngage is the Genesys customer engagement platform for enterprises. It is designed to be flexible for enterprises, who often have multiple and multi-national locations (including outsourcing) and large peak volumes and populations.
Zendesk is a cloud-based software solution that offers help desk ticketing, issue tracking, and customer service support. It integrates with dozens of content management systems, customer relationship management tools, and web apps. Features include hosted support email-ticket integration, online...
Oracle Service Cloud is the help desk and customer experience management platform from Oracle. The technology was developed and supported by RightNow Technologies as RightNow CX for cloud-based call center automation, until that company's acquisition by Oracle in 2011 for about $1.5 billion.
Pendo.io is a product engagement platform with features for in-app analytics, surveys and feedback, and guidance.
Oracle Maxymiser is a suite of website optimization tools acquired by Oracle in 2015. Maxymiser features professional services in addition to technology. Oracle Maxymiser competes with Adobe Test and Target, SiteSpect, Optimizely, and Webtrends Optimize.
Founded in 2014, Quantum Metric is headquartered in Monument, CO.
Adobe Experience Manager is a combined web content management system and digital asset management system. The combined applications of Adobe Experience Manager Sites and Adobe Experience Manager Assets is offered by the vendor as an end-to-end solution for managing and delivering marketing content.
Guru, founded in 2013 and headquartered in Philadelphia, Pennsylvania, provides a knowledgebase platform that feeds product content into sales, marketing, and support channels.
Sprinklr (@Sprinklr) is the world’s first Unified Front Office Platform for Modern Channels. Its mission is to enable every organization on the planet to make their customers happier. Sprinklr has offices in 15 countries and works with more than 1,000 global enterprises, including: Allstate, McDo...
ClickTale provides a full video playback option for each individual visitor's session (including mouse movement, clicks and keystrokes). In addition, it uses meta statistics to create visual heatmaps and behavioural reports, as well as conversion analytics and traditional web statistics.
Jahia is a Java-based enterprise content management system. It features an integrated user portal, web publishing and content management, document management, collaboration, and multi-channel publishing.
Lithium Community is a fully-featured community platform and is focused on the needs of marketers. Lithium most often competes with Jive Team Collaboration and Get Satisfaction.
WalkMe™ is the pioneer of the Digital Adoption Platform (DAP) — an enterprise-class guidance, engagement, insights and automation platform that helps companies -- across industries and all sizes -- get the most out of their digital assets.
Kustomer is a customer experience management platform from the company of the same name headquartered in New York, supporting retail, ecommerce, and enterprise entities with customer communication tracking, AI guided sentiment tracking, and call center and customer service agent assistance via au...
Quadient Inspire, formerly GMC Inspire, is an enterprise communication platform enabling large enterprises to consistently deliver relevant personalized messages, at the right time through the preferred channel. Quadient Inspire is a complete platform to plan, design, validate and produce especi...
Medallia is an enterprise customer feedback solution that allows companies to collect customer feedback across multiple channels and touchpoints, and analyze, understand and react to it in real time.
Satmetrix is survey-based customer experience management software. It contains summary and individual customer data for tracking the customer lifecycle. Individual features are net promoter scoring (NPS) surveying, automated triggers and alerts when indicants of poor customer experience or lack o...
Aptrinsic offers their customer engagement platform to software companies wanting to simultaneously build engagement with their applications and track customer engagement within their application, for segmenting or for finding elements in the application that work or that do not; of use for produ...
Pegasystems develops strategic applications for sales, marketing, service and operations. Pega’s applications streamline critical business operations, connect enterprises to their customers seamlessly in real-time across channels, and adapt to meet rapidly changing requirements. Pega’s Global 200...
SoGoSurvey is an online survey software solution that helps users create surveys quickly. The free package includes basic features for building surveys and the paid package includes advanced features.
Magnolia provides a digital business platform that includes a CMS at its core. Founded in 1997, Magnolia is a privately-held company headquartered in Basel, Switzerland. The company has offices around the globe, and customers in over 100 countries.