Best Customer Experience Management Software26Customer Experience Management (CX, or CXM, or alternately CEM) is an approach to guiding the customer experience with an emphasis on personalization, customer journey, feedback, knowledge, and self-teaching. CXM platforms present a centralized place to oversee and manage the customer experience through integrations with a web content management system, a CRM, and other sources of data to improve customer engagement and enhance the online user experience.Gainsight1https://media.trustradius.com/product-logos/9a/y8/JVECOPT0CJWO-180x180.PNGQualtrics2https://media.trustradius.com/product-logos/1K/iE/UAP4MGDN2U56-180x180.PNGGenesys Engage (formerly PureEngage)3https://media.trustradius.com/product-logos/x8/o2/CCV2UJHVOJZD-180x180.PNGMindTouch4https://media.trustradius.com/product-logos/Ac/31/IS68LCWJTK93-180x180.PNGGenesys PureConnect5https://media.trustradius.com/product-logos/Yh/cn/DHNJ05RRIICE-180x180.PNGZendesk6https://media.trustradius.com/product-logos/RS/1F/8B5NCQLPFVIT-180x180.JPEGOracle Service Cloud7https://media.trustradius.com/vendor-logos/e7/6G/F3JK0T3RS775-180x180.PNGPendo.io8https://media.trustradius.com/vendor-logos/kp/8H/75XWHCRCCV2Q-180x180.PNGOracle Maxymiser9https://media.trustradius.com/vendor-logos/e7/6G/F3JK0T3RS775-180x180.PNGAdobe Experience Manager10https://media.trustradius.com/product-logos/Sb/xC/DL5LZUSH5LJK-180x180.PNGGuru11https://media.trustradius.com/product-logos/Tp/4E/95DLZH5K88E2-180x180.PNGKustomer12https://media.trustradius.com/product-logos/vU/Fh/HR987WU12B1E-180x180.PNGKhoros Communities (Formerly Spredfast + Lithium)13https://media.trustradius.com/product-logos/dI/kc/BO3TJGMUS62F-180x180.PNGSprinklr Modern Care14https://media.trustradius.com/product-logos/jQ/qC/76E410UOZWOB-180x180.PNGUserTesting15https://media.trustradius.com/vendor-logos/3a/0x/X47ZC32JX4RC-180x180.PNGClickTale16https://media.trustradius.com/product-logos/s5/1G/3Q2CCMTR2ARX-180x180.JPEGWalkMe17https://media.trustradius.com/product-logos/hH/14/WR39V6B0LOWW-180x180.JPEGSoGoSurvey18https://media.trustradius.com/product-logos/mF/Mo/K6IE08P0E9DR-180x180.PNGQuadient Inspire19https://media.trustradius.com/vendor-logos/hB/wg/9V059TO36KW0-180x180.JPEGCustify20https://media.trustradius.com/product-logos/mv/K6/Q1PF78N451EH-180x180.JPEGMedallia21https://media.trustradius.com/vendor-logos/y7/sn/RN1XBOTTL6RR-180x180.PNGGainsight PX22https://media.trustradius.com/product-logos/Oe/Yh/WA1ZSV7KC7T0-180x180.PNGPega Customer Engagement Suite23https://media.trustradius.com/product-logos/vU/CL/K2JJ9IOC3633-180x180.JPEGUserZoom24https://media.trustradius.com/vendor-logos/Td/8z/TDPXLI1J2DGJ-180x180.PNGNICE Satmetrix25https://media.trustradius.com/product-logos/8M/wQ/4ZQ1RDPCDG5D-180x180.JPEG

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

More Resources

Customer Experience Management Products

Listings (1-25 of 111)

Gainsight

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Top Rated
379 Ratings

Gainsight says they enable business transformation through their passionate community, proven expertise, and cutting edge technology. In addition to the largest customer success community, the vendor says they also have a diverse, 333+ customer base spanning across Fortune 1000 companies such as HP,…

Qualtrics

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Top Rated
284 Ratings

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 Engage (formerly PureEngage)

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Top Rated
270 Ratings

Genesys Engage (formerly 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.

180 Ratings

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 PureConnect

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Top Rated
194 Ratings

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 users are encourag…

Zendesk

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Top Rated
594 Ratings

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 fo…

Top Rated
198 Ratings

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

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Top Rated
95 Ratings

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.

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

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Top Rated
52 Ratings

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.

Kustomer

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Top Rated
25 Ratings

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 autom…

Khoros Communities (Formerly Spredfast + Lithium)

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Top Rated
33 Ratings

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.

With Sprinklr Modern Care, brands have the ability to listen, route, resolve, and measure customer care issues in an integrated, cross-channel solution. Sprinklr Modern Care aims to help companies achieve the following: Quickly respond to customers and ensure customer satisfaction.Bring in messages…

42 Ratings

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.

20 Ratings

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 easily within an…

SoGoSurvey

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12 Ratings

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.

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 especiall…

8 Ratings

Custify is a customer success platform designed for B2B SaaS businesses. It helps users better meet customers' needs, reduce churn and increase lifetime value. The user can see in-product usage insights as well as data from CRM, support, billing, and other systems in one place. Relevant customer su…

14 Ratings

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.

10 Ratings

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 product …

Pega's Customer Engagement Suite includes: •Pega Marketing to engage customers with real-time one-to-one marketing on any channel•Pega Sales Automation to intelligently guide sales professionals and streamline the sales process using AI•Pega Customer Service to deliver end-to-end service across th…

15 Ratings

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 of e…

TrustRadius Top Rated for 2020

2020 Top Rated Customer Experience Management Software

There are plenty of options out there, but here's our shortlist of the best Customer Experience Management Software. 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. To qualify, a product must have 10 or more recent reviews and a trScore of 7.5 or higher, indicating above-average satisfaction for business technology. The products with the highest trScores appear first on the list. Read more about the Top Rated criteria.