These products won a Top Rated award for having excellent customer satisfaction ratings. The list is based purely on reviews; there is no paid placement, and analyst opinions do not influence the rankings. Read more about the Top Rated criteria.
TrustMaps are two-dimensional charts that compare products based on trScore and research frequency by prospective buyers. Products must have 10 or more ratings to appear on this TrustMap.
(1-25 of 152) Sorted by Most Reviews
Gainsight’s customer-centric technology aims to drive the future of customer success. The company’s Customer Cloud offers a set of solutions focused on customer success, product experience, revenue optimization, customer experience, and customer data, that together are designed to…
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…
Genesys Multicloud CX (formerly Genesys Engage, or 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.…
The Zendesk Support suite is a cloud-based customer support software built for better customer relationships. Designed to improve customer satisfaction and to support customers on any channel: text SMS, web, mobile app, phone, email, social media. The vendor states more than 200,…
Genesys PureConnect was an omnichannel contact center platform that offered cloud-based or on-premise deployments. It featured a SIP-based architecture with VoIP capabilities, allowing companies to connect legacy voice systems and use existing phones. It remains available, but new…
UserTesting aims to enable every organization to deliver the best customer experience powered by human insight. The vendor states that with UserTesting’s on-demand Human Insight Platform, companies across industries can make accurate customer-first decisions at every level, at the…
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.…
Sprinklr Modern Sales & Engagement helps users listen to, triage, engage and analyze conversations across modern channels. It helps mid-large organizations to convert social into a revenue driver and reduce churn by proactively engaging more customers. Sprinklr helps teams across…
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…
Kustomer is a CRM built on customer service intended to be a one stop shop for support across several platforms, including online chat, phone, email and social media. By using AI automation for self service options and matching customers with agents based on their needs, Kustomer…
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.
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…
Zoho Corporation offers Zoho CRM Plus, a customer experience management platform that features a virtual AI assistant, process automation and business rules engine, and customer behavior analytics.
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.
Guru is a knowledge management platform that integrates with Slack, as well as feeds product information into a company's sales enablement, customer support, and content marketing channels.
Whatfix is a SaaS-based platform that enables businesses to create real-time interactive guides on their application. Whatfix can be integrated with ease across all user touch-points inside any platform across the web and desktop. Whatfix helps businesses with:Simplifying User…
WalkMe is a Digital Adoption Platform (DAP) that promises to transform the user experience in "today’s overwhelming digital world." Using artificial intelligence, analytics, engagement, guidance and automation, WalkMe offers a transparent overlay that assists users to complete tasks…
Modern Care is a digital-first, proactive customer experience solution that lets brands analyze billions of conversations in real-time. Sprinklr’s AI engine taps into conversations across chat, social, messaging, email, SMS, voice, and video to identify intent and sentiment, using…
Keatext is a cloud-based AI-powered text analytics platform for feedback interpretation. It synthesizes large volumes of feedback from multiple channels to produce actionable insights delivered on one comprehensive dashboard. Designed to minimize response time, the Keatext opinion-…
What is CustomerSuccessBox? An AI-powered customer success platform for B2B SaaS that provides actionable insights to drive customer success. Backed with $1 Million in March 2018 by pi Ventures and Axilor Ventures, CustomerSuccessBox was built from a clear need for a solution that…
Crownpeak Digital Quality Manager (DQM) is a digital governance and web content management and monitoring solution designed to support excellent customer experience across all digital touchpoints, supporting web accessibility needs, error catching, SEO best practice, brand compliance,…
Cisco Webex Experience Management (formerly CloudCherry) is a real-time, omni-channel Customer Experience Analytics and Sentiment Mapping product that helps customer-facing brands track, measure and improve customer delight. The software is described by the vendor as a customizable,…
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.
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.
Some customer experience management products may focus on one specific area, such as analyzing product usage, collecting customer feedback, testing and optimizing customer journeys, or providing personalized content across digital touchpoints.
As a buyer, some qualities you may want to consider before purchasing include:
Pricing for customer experience management software tools varies according to the number of features and users. Some vendors will charge per agent, anywhere between $5 to $300 per user per month. Others will have either a monthly or annual set price. Prices can range widely according to the plan. Therefore it is best to contact the vendor directly to request a free demo. Some software tools will offer a free version as well as a free trial.
The top-rated customer experience management products include:
