Customer Experience Management Software

Customer Experience Management Software Overview

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.

Top Rated Customer Experience Management Products

TrustRadius Top Rated for 2021

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.

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.

Customer Experience Management Products

(1-25 of 152) Sorted by Most Reviews

The list of products below is based purely on reviews (sorted from most to least). There is no paid placement and analyst opinions do not influence their rankings. Here is our Promise to Buyers to ensure information on our site is reliable, useful, and worthy of your trust.
Gainsight Customer Cloud

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…

Key Features

  • Dashboards (202)
    95%
    9.5
  • Customer health scoring (200)
    94%
    9.4
  • Automated workflow (199)
    89%
    8.9
Qualtrics CoreXM

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…

Key Features

  • Multiple question types (124)
    95%
    9.5
  • Survey logic flexibility (124)
    94%
    9.4
  • Response tracking (121)
    90%
    9.0
Genesys Multicloud CX (formerly Genesys Engage)

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.…

Key Features

  • Agent dashboard (97)
    88%
    8.8
  • Interactive voice response (96)
    82%
    8.2
  • Warm transfer (94)
    81%
    8.1
Zendesk Support Suite

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,…

Key Features

  • Ticket creation and submission (87)
    86%
    8.6
  • Ticket response (86)
    84%
    8.4
  • Organize and prioritize service tickets (86)
    77%
    7.7
Genesys PureConnect

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…

Key Features

  • Warm transfer (54)
    85%
    8.5
  • Call forwarding (53)
    80%
    8.0
  • Agent dashboard (52)
    68%
    6.8
MindTouch

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.

UserTesting

UserTesting

Customer Verified
Top Rated
TRUE

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 (formerly Oracle Service Cloud)

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.…

Key Features

  • Email support (79)
    90%
    9.0
  • Organize and prioritize service tickets (76)
    89%
    8.9
  • Internal knowledge base (77)
    87%
    8.7
Sprinklr Social Engagement & Sales

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…

Key Features

  • Facebook (50)
    90%
    9.0
  • Twitter (50)
    89%
    8.9
  • Real-time tracking (50)
    82%
    8.2
Pendo.io

Pendo.io is a product engagement platform with features for in-app analytics, surveys and feedback, and guidance.

Adobe Experience Manager

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…

Key Features

  • Page templates (37)
    72%
    7.2
  • Role-based user permissions (37)
    71%
    7.1
  • Bulk management (36)
    67%
    6.7
Kustomer

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…

Key Features

  • Email support (16)
    90%
    9.0
  • Ticket creation and submission (15)
    87%
    8.7
  • Organize and prioritize service tickets (15)
    86%
    8.6
Khoros Communities (Formerly Spredfast + Lithium)

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

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 CRM Plus

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

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

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

Whatfix

Customer Verified
Top Rated

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

WalkMe

Customer Verified

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…

Sprinklr Modern Care

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…

Medallia

Medallia

Customer Verified

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.

Keatext

Keatext

Customer Verified

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-…

CustomerSuccessBox

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…

Key Features

  • Customer segmentation (15)
    96%
    9.6
  • Dashboards (15)
    94%
    9.4
  • Product usage (15)
    94%
    9.4
Crownpeak Digital Quality Management (DQM)

Crownpeak DQM

Customer Verified
Top Rated

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

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,…

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.

More Resources

Frequently Asked Questions

What does customer experience management software do?

Customer experience management software systems are used by companies to measure and track customer and business interactions. Data drawn from these interactions is then used by businesses to enhance their overall customer experience. The platforms generally use customer feedback to help provide a more personalized experience for each user.

What are the benefits of using customer experience management software?

Using these tools allows companies to continue to grow and improve the experiences they offer their customers. This helps increase key business outcomes like customer satisfaction, advocacy, and loyalty. Being able to provide excellent customer experiences also allows companies to stand out from their competitors.

How much does customer experience management software cost?

The price of customer experience management software can range from $5 to $300 per user per month. Vendors may charge on either a monthly or annual basis. Some software tools will offer a free version as well as a free trial. Contact the vendor directly for specific pricing.