Customer Experience Management Software
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Genesys Cloud CX (formerly PureCloud, Genesys Cloud) is a contact center application optimized for automatic call distribution, interactive voice response, email, social media, chat, and text/SMS. It is also a VoIP interconnect service provider.
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,…
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, tha…
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…
NICE CXone is a cloud-based contact center platform that manages customer interactions across multiple communication channels. It includes features such as omnichannel routing, workforce optimization, automatic call distribution (ACD), interactive voice response (IVR) system, feedback…
SAP Service Cloud helps deliver customer value and protect the brand with intelligent customer service. It enables the user to engage with customers at their convenience, connect service with the value chain and deliver greater profitability.
Cisco Webex Contact Center is a cloud-based omni-channel (e.g. voice, email, and chat) contact center solution providing customer / agent matching, customer service self-service agent, and built-in chat and voice for collaboration between agents.
Verint Knowledge Management aim to help agents find and share the information needed to answer both customer inquiries and questions they may have themselves. The solution helps ensure the answers agents access are consistent, up to date, and easily accessible.
Sogolytics (formerly 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.
Khoros Communities is a fully-featured community platform, built for self-service support, education and collaboration. Organizations can host a vibrant space where customers can find answers, develop expertise, share experiences, and connect with their brand.
Formbricks is an open-source Experience Management tool used by businesses to understand their customers. As a solution for creating and managing research surveys, Formbricks boasts commitment to privacy and user experience.
Key Features:
- Open-Source Solution: Formbricks is an open-source tool, offering transparency and c…
Kustomer is a customer service CRM platform built for managing high support volume by optimizing experiences throughout the customer service journey. Kustomer was acquired by Facebook in late 2020, but spun out in 2023 and re-launched as an independent entity, Kustomer, LLC.
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.
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…
Crownpeak Digital Accessibility and Quality 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 practices, brand compliance,…
TrackingMore is a third-party logistic tracking platform tailored for e-commerce businesses. By optimizing the after-sales experience, TrackingMore enhances the management of all courier partnerships and enriches the visibility of parcel travel information.
Quadient Inspire offers a customer experience management portfolio that provides human-centric communication solutions that span the entire customer lifecycle, to help organizations to create meaningful connections with their customers, wherever, whenever they prefer.
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.
Verint® Experience Management™ empowers CX Leaders to optimize customer experiences in real-time. With Verint Experience Management, companies can listen everywhere, act immediately, and analyze. Verint offers prescriptive XM solutions across Web and Mobile, Enterprise-wide, and…
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 could deliver ‘proactive’ customer success. Customer Success tr…
Nicereply is a customer satisfaction survey tool built for support teams. With it, users can create and send one-click surveys to measure Customer Satisfaction, Net Promoter Score & Customer Effort Score.
Nicereply boasts users at hundreds of support teams at companies like Microsoft, Lenovo, Hubspot and Buffer , who use the solution…
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.
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Customer Experience Management Software TrustMap
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.
Learn More About Customer Experience Management Software
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 Software Features
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.
- Multi-channel customer feedback collection (e.g. surveys, SMS/messaging, social listening, in-app polls, customer focus groups, etc.)
- Product usage analytics
- Customer experience profiles
- Customer experience and activity dashboard
- Customer journey mapping
- Churn risk scoring
- AI-powered analytics and recommendations
- Website A/B testing
- Mobile applications and dashboards
- Integrations and APIs
Customer Experience Management Software Comparison
As a buyer, some qualities you may want to consider before purchasing include:
- Company size. If you’re part of a larger business, you’re likely to have a larger customer base and therefore require a software program that can help you understand the specific needs of each customer and process large amounts of interaction data.
- Ease of Use. If the product has a large learning curve, be sure you’re willing to undergo a longer implementation and training process.
- Integration. Some businesses may need to integrate their customer experience management platform with other tools in their tech stack. Be sure to research integration capabilities prior to purchasing.
Pricing Information
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.
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Frequently Asked Questions
What does customer experience management software do?
What are the benefits of using customer experience management software?
What are the best customer experience management software products?
The top-rated customer experience management products include: