Customer Experience Management Software
Top Rated Products
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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.
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.
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.
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…
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…
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H2insight in Tampa aims to help organizations in many industries to strengthen and expand customer relationships using proven strategies to proactively engage customers. They state they bring fresh thinking and apply technological expertise to surveys, telemarketing, and online…
TouchpointCX is a cloud-based enterprise experience management platform that executes and consolidates customer feedback data in unified dashboards with an interactive resolution system and analytics reporting function. Ensure feedback is sent to the right people, to generate immediate…
Contiinex, from SmarterBiz Technologies in Bangalore, is a customer experience management solution that enables users to manage each of the channels including SMS, WhatsApp, VoiceBot, Chatbot, email, and human workforce through a dialer.
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Millions of product reviews are written every day. Wonderflow is presented as a simple AI-based solution to analyze them and turn this extremely vast stream of customer feedback into impactful actions.Wonderflow's AI analyzes the Voice of Customers from all over the world, both from…
Easyrewardz Collecta Feedback Engine is a platform to gather customer feedback across multiple touchpoints, provides real-time analytics and text analysis, enabling brands to capture sentiments and satisfaction level.Collecta Key features:Capture the real-time voice of the…
Survaider is an online SaaS CEM platform which aims to let enterprises understand voice of customers and act on it, across all their business locations in real time.According to the vendor, Survaider applies machine learning and NLP techniques to let their customers unlock huge stores…
Servion Global Solutions headquartered in India offers ServIntuit, a customer experience platform for enterprises managing and uniting chat, voice, website, mobile, and email communications.
TELUS International (formerly Xavient Digital) offers Customer Experience (CX) Connectors, a digital enablement solution which links back-end platforms, collates user data, and provides a unified customer record to increase customer automation, improve Voice of the Customer (VoC)…
VEMT Experience & Loyalty Cloud is a CXM platform with 70+ compelling pre-configured end-to-end CX-Flows. The vendor says it is smart, easy-to-implement, and easy-to-update, and that it is designed to enable rapid implementation of high-conversion Customer Experience all along…
The BryterCX Journey Management Suite (formerly ClickFox) is designed to transform omnichannel event data into a clear map of customer behaviors and journeys. With it, companies can monitor and measure true customer journeys against key benchmarks to identify friction and quickly…
inCust Kiosk aims to help businesses enable their customers get the wide range of services by interacting with the tablet device with Kiosk software running on it. A tablet can be installed next to the cash desk, in the sales area or right at the entrance to the point of sale. The…
Since 1996, SQM Group has connected customer feedback and QA to agent performance, coaching, and recognition to improve CX using a call center. The mySQM Customer Service QA software empowers, recognizes, and engages agents by providing them with real-time customer feedback, quality…
DataOrb is an AI-first company that enables companies to operationalize customer empathy across all touchpoints and channels. With DataOrb’s Customer Engagement Hub, companies can enhance their playbooks by turning insights into action. DataOrb enables employees to drive measurable…
Retain is a Customer Insights Engine (CIE) that delivers a system for identifying and sharing customer teams’ best habits that drive revenue and retention. Sitting naturally in a team's workflow, Retain enables everyone responsible for engaging customers to make data-driven decisions…
Engage Hub is a global provider of data-driven consumer engagement and customer retention solutions.
Roojoom specializes in AI for Customer Analytics, brand management and engagement and user onboarding.
VAIL – Feedback is an omnichannel Customer Feedback software designed by Velosi. It encompasses a platform for cross-channel feedback management and versatile survey solutions to collect and analyze website as well as mobile feedback in real-time. The feedback software boasts features…
TRooReserve is a table booking system. Diners can book their table in advance through its app and restaurants get a notification of the booking. This helps restaurants manage their staff and their customers.
Newired is a digital adoption solution designed to allow companies and organizations to create seamless, smooth, and positive experiences for users, with interactive, step-by-step guidance or tooltips. With Newired, users are guided through the completion of tasks and processes, even…
Chatvisor is a combined customer engagement and analytics platform powered by Co-Browsing, designed to provide improved customer communication for companies. By bringing multiple channels under one roof, Chatvisor opens up all lines of communication between customer and agent, so…
MasterControl offers postmarket surveillance with Postmarket Excellence, so users can simultaneously manage product safety and ensure quality compliance. To mitigate risk, the solution includes reporting tools that keep the user up to date by tracking customer feedback according…
Tatvam Insights is a Voice of Customer tool that allows users to manage and analyze customer feedback comments from social media, online reviews, surveys, and support emails in one solution and report on all of customer feedback in one place, allowing customers to tell businesses…
Built exclusively for the housing industry, the vendor provides AvidCX to users so that they can understand everyone and everything that shapes their brand. With it, home industry professionals can measure, understand, and improve how their brands perform at every touchpoint. The…
Knexus is an AI decision making engine that delivers hyper-relevant content experiences to customers in owned digital channels plus colleagues in sales & account management, at scale & speed. It matches content (marketing, social & product) with customer data, delivering…
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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?
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What are the best customer experience management software products?
The top-rated customer experience management products include: