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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Chameleon offers a platform to build user guidance for web products, without writing code. The product enables users to create product tours to help teach, guide and convert users. Tours are built with a simple WYSIWYG editor with reusable components, customized styling, automated…
TheyDo aims to help find the right customer problems to solve using customer journeys. TheyDo is described by the vendor as a modern product for innovation, personas & customer journeys to find and solve problems.
Software to surface customer friction and guide frontline teams in the moment to better serve clients. Designed to improve processes, products, and digital properties, as well as increase customer lifetime value. The flagship Qualtrics Frontline Digital CX is a customer journey management…
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InMoment's Voice of the Customer product helps companies gather customer feedback and channel it to the right individuals in the organization. InMoment was created when Empathica and Mindshare combined into one company.
Merchant Centric is a solution used to monitor business performance, spot operational and employee issues, plus reply to reviews for all business locations. The solution shines a light on customer feedback that impacts sales and shows all levels of management their progress at a…
SMG is an enterprise-level experience management (XM) provider that offers a software with a service (SwaS) solution that combines technology with hands-on professional services to help organizations reduce churn and detractors and drive operational efficiencies. By delivering insights…
Customer Monitor is a fully-managed customer experience management platform developed by Perceptive headquartered in Auckland. Through regular short surveys, Customer Monitor automatically collates and analyses customer feedback to uncover important themes and trends. These results…
Customer Radar aims to make customer feedback easy, actionable and insightful. Users can choose from multiple feedback channels that best suit the customers including SMS, email, QR codes, online or even printed material.
Platform One is an platform to drive customer, employee, product and brand experiences, using insight communities for gaining an understanding. The platform helps identify and assign macro trends to the relevant people within the business, and focus on key business improvements to…
SendUsReviews is a customer review platform that allows businesses to collect, manage, and improve reviews from customers. With SendUsReviews, businesses can send customizable surveys via text message or email. Surveys are designed to get the most relevant feedback from customers,…
Returnly provides digital return experiences for direct-to-consumer brands, helping customers to get the right item before returning the wrong one. Returnly also offers a turn-key solution around its financial technology that includes returns management tools as well as hosted and…
A platform for managing customer experiences across various digital channels, allowing users to listen, comprehend, engage, and cultivate enduring customer relationships through 25+ channels. For India, AiPlex Bridge is presented as a comprehensive Online Reputation Management (ORM)…
CX Moments, a Scorebuddy solution since the 2021 acquisition, gathers insights from customer conversations to help users discover what bothers customers and hurts a business the most. Users can categorize and trend 100,000's of customer support cases, tickets and live chats.
Churnfree is a solution for reducing churn and retaining customers. It helps create customer retention flows and win back customers. Churnfree can be used to create custom retention flows to keep customers engaged and if they do ever slip away, Churnfree helps to win them back with…
nps.today is a solution used to automate a company's customer experience program across all IT systems, touchpoints and communication channels. It can be used to generate surveys from Zendesk or Salesforce, send them by e-mail or text message, or even embed them in an online communication,…
Reptrics is a customer success management platform for businesses that interact with customers. Reptrics aims to modernize the way businesses interact with their customers providing feedback and data that helps improve business online customer retention.
Clari5 Customer Experience Management for Banks helps banks offer individualized customer experience across all channels and communication. It has the ability to analyze and interpret every transaction in real-time, to improve bank conversations, and ensure services and products…
Qmatic offers a Customer Journey Management system for customer flows that includes appointment scheduling and check-in to queue management, reporting & analytics, and customer feedback. This helps organizations to enable appointments, decrease wait times, and gather data to…
ProsperStack is a platform that automates and enhances subscriber acquisition and retention experiences to help subscription businesses keep the customers they've already earned. ProsperStack features cancellation flow branding with drag-and-drop custom branding that allows a seamless…
Black Box Intelligence™, a provider of restaurant performance benchmarking, offers their experience management platform, GuestXM.™ The GuestXM™ platform helps hospitality brands to deliver best-in-class experiences by capturing omnichannel guest feedback with natural language processing…
SentimarQ (Sentiment Analysis Tool) is designed as a one-stop solution to analyze and work upon ever-expanding customer data sets, spread across social media platforms, online review panels, sites, surveys-internal and external. It is presented as a way to listen to customer sentiments,…
Serving customers well is an increasingly complicated challenge to overcome because new communication channels generate complex interaction processes. So Akio aims to transform the agent into an Augmented Advisor placed in the best position to interact with customers, thanks to the…
Kiamo, software from the company of the same name in Paris, captures, orders and distributes all multimedia streams (voice, email, live chat, sms & messaging, social network, video, etc.) according to business rules, availability and skills of advisers. Designed for all users, the…
Yumpingo headquartered in London aims to provide hospitality managers clarity of how happy their customers are, and why, by capturing in-the-moment feedback, everywhere guests interact with a brand.
Eliant, from the company of the same name in Alison Viejo, is a customer experience management software for homebuilders, vendors, trades and lenders designed to produce more referral sales, better partnerships, and happier homebuyers.
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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: