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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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…
Cisco Webex Experience Management (CloudCherry, before being acquired by Cisco) was a real-time, omni-channel Customer Experience Analytics and Sentiment Mapping product that helps customer-facing brands track, measure and improve customer delight. The product has been discontinued…
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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…
QuestionPro is an online survey creator software designed to gather insights for better data-driven decision-making through quantitative and qualitative research. The platform allows users to design surveys to deliver better customer experiences, create strategies for product-market,…
Reputation.com aims to help large B2C multi-location rooftops as well as B2B web-based companies monitor and improve their reputation, and optimize customer experience — online and onsite. By leveraging prescriptive analytics, the vendor's goal is to not only show customers where…
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…
Appcues is online software for creating in-product experiences such as user onboarding, feature announcements, etc. without writing any code. (The vendor believes it's the non-technical people who oftentimes have the best information about a software user's needs and desires.) The…
Alida CXM (formerly Vision Critical) is designed to enable users to listen to direct & indirect sources of customer feedback, perform automated actions on collected feedback and have complete visibility into key customer experience metrics so users can create exemplary customer…
Satmetrix was survey-based customer experience management software. It contained summary and individual customer data for tracking the customer lifecycle. Satmetrix was acquired by NICE Systems in July 2017, and is no longer available.
Keatext is a CX analytics solution that provides AI-based predictive recommendations to improve customer satisfaction. It finds recommendations in customer responses like reviews, open ended surveys, and contact center tickets to support data-driven decisions and be a more customer-…
Survicate is survey software for getting continuous customer insights at scale. It can be used to measure customer satisfaction (CSAT), track an organization's Net Promoter Score (NPS), get website feedback, or test product-market fit. Survicate supports any use case related to collecting…
Built on the Now Platform, ServiceNow offers their Customer Service Management solution through the Standard and Professional Customer Service Management bundles. Both include agent workspace, knowledge management, survey and assessment module, and the community module, oriented…
Delighted is a tool for gathering real time, actionable feedback from customers via email, web or SMS. Delighted uses the Net Promoter System to measure the customer journey, and takes care of aspects of the customer feedback process from collection and analysis, through notification…
Narvar, headquartered in San Francisco, offers their post-purchase oriented customer experience platform, providing shipment tracking, customer pick up options, notifications, and purchase return capabilities and features.
BrandsEye is a South African reputation management and social media monitoring system competing with vendors like Trackur. BrandsEye scours the social web for mentions and uses crowdsourced analysis to judge sentiment.
Lytics is a customer data platform (CDP) from the company of the same name in Portland.
Clarabridge was a solution that helped users understand how customers and employees feel about a company without having to ask. It was acquired by Qualtrics, and its capabilities are now part of the Qualtrics product suite's capabilities.
PlaybookUX is a user testing software for both moderated and unmoderated research. The vendor helps companies receive video based feedback from their target demographic on product usability, designs, websites, ideas and more. They handle recruiting, incentivizing, transcribing, and…
LiftIgniter offers a real-time personalization platform that aims to empower marketers in eCommerce, Media and Consumer brands to leverage machine learning to deliver end to end personalization at scale for their consumers. The company says it helps enterprises transform their customer…
ShipperHQ is designed to streamline the shipping process for eCommerce businesses. This platform gives eCommerce businesses the power to set their own shipping rates and delivery options.
SurveySparrow headquartered in Los Angeles offers their customizable survey platform, deployed via webpage, chatbot with conversational format, or distributable to audience segments.
According to the vendor, businesses already spend a lot of time and resources creating a strong knowledge base and FAQ section in their database. Inbenta incorporates that information into a chatbot so the user's customers can ask a question and receive the information they need…
Apptentive allows companies to measure shifts in customer emotion and gather actionable feedback across their mobile customer journeys. Their mobile customer feedback solution helps brands manage their brand reputation, prioritize product roadmaps, and measure customer experience…
The Infor Customer Experience Suite (CX Suite) bundles Infor CRM and CPQ, as well as the Infor MRM, Omni-Channel Campaign Management, and the Infor Interaction Advisor, with other capabilities such as contract management, sales intelligence, and Infor Rhythm BtoB.
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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: