Customer Experience Management Software

Best Customer Experience Management Software include:

Pendo.io, Guru, Gainsight, Genesys PureConnect, Qualtrics, Genesys Engage (formerly PureEngage), Oracle CX Service (formerly Oracle Service Cloud), and Zendesk.

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 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

(1-25 of 130) Sorted by Most Reviews

Gainsight
171 ratings
211 reviews
Top Rated
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 enable businesses …
Qualtrics
137 ratings
161 reviews
Top Rated
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)
164 ratings
126 reviews
Top Rated
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.
Genesys PureConnect
89 ratings
112 reviews
Top Rated
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…
MindTouch
70 ratings
110 reviews
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.
Zendesk
540 ratings
96 reviews
Top Rated
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…
Oracle CX Service (formerly Oracle Service Cloud)
134 ratings
74 reviews
Top Rated
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
31 ratings
70 reviews
Top Rated
Pendo.io is a product engagement platform with features for in-app analytics, surveys and feedback, and guidance.
Sprinklr Modern Engagement
76 ratings
69 reviews
Top Rated
Sprinklr Modern Engagement helps users listen to, triage, engage and analyze conversations across modern channels. The vendor states that users can increase revenue and reduce churn by engaging more customers while reducing cost per engagement and managing brand risk with enterprise-grade governance…
UserTesting
52 ratings
66 reviews
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 speed business dem…
Kustomer, from Facebook
5 ratings
36 reviews
Top Rated
Kustomer is a customer service CRM platform built for managing high support volume by optimizing experiences throughout the customer service journey. The vendor states that Kustomer helps brands resolve conversations on all digital channels by automating 40% of interactions via self-service, first c…
Adobe Experience Manager
148 ratings
31 reviews
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.
Zoho CRM Plus
21 ratings
26 reviews
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.
Guru
29 ratings
25 reviews
Top Rated
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.
SoGoSurvey
1 rating
22 reviews
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 (Formerly Spredfast + Lithium)
15 ratings
22 reviews
Top Rated
TRUE
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.
Sprinklr Modern Care
23 ratings
21 reviews
With Sprinklr’s Modern Care solution brands can proactively listen to customers across multiple channels, automatically route inbound messages to the right agent, quickly resolve customer issues using their full history and analyze overall performance of the care program in order to make improvement…
ClickTale
30 ratings
12 reviews
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.
WalkMe
10 ratings
11 reviews
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…
Quadient Inspire
1 rating
10 reviews
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…
Custify
0 ratings
10 reviews
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…
Medallia
7 ratings
9 reviews
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.
Gainsight PX
3 ratings
7 reviews
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 Customer Engagement Suite
24 ratings
7 reviews
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…