Best Customer Experience Management Solutions

Get Recommendations

What is Customer Experience Management?

Customer Experience Management (CXM) solutions help businesses collect, analyze, and act on customer feedback to improve the overall customer experience. CXM solutions typically include features for customer feedback management, data analytics and reporting, workflow automation, collaboration tools, and integration capabilities.

To learn more, read our Customer Experience Management Buyer's Guide (Updated: June 2024).

Customer experience management solutions lead to higher customer satisfaction and loyalty, as well as improved customer retention rates and reduced churn. By using CXM, businesses can also experience increased sales and revenue, along with enhanced operational efficiency and a better brand reputation.

These solutions come in various types to cater to different needs:

  • Customer feedback management solutions enable companies to gather feedback from customers using surveys, polls, and other channels.
  • Data analytics and reporting solutions help businesses analyze the feedback data to spot trends and patterns.
  • Workflow automation solutions streamline tasks related to customer feedback, such as sending out surveys and resolving issues efficiently. 
  • Collaboration tools facilitate teamwork among businesses to collectively enhance the customer experience.

Moreover, CXM solutions can be integrated with other vital business systems like CRM, ERP, and marketing automation platforms for a more seamless overall operation.

Customer experience management software is judged by its speed and the accuracy of collecting all the customer interactions provided. Additionally, the PeerSpot members mentioned proper analysis of the collected data as an important factor, with the transparency of the data weighing in heavily. Members also want to see the number of similar cases in a clear and easy to access manner for closer examination, measuring, and analysis.

Buyer's Guide
Customer Experience Management
June 2024
Get the category report
Helped 793,295 peers since 2012

Customer Experience Management solutions mindshare

As of July 2024, in the Customer Experience Management category, the mindshare of Qualtrics Customer XM is 18.2%, up from 9.8% compared to the previous year. The mindshare of Freshdesk is 4.5%, up from 3.7% compared to the previous year. The mindshare of IBM Watson Customer Experience Analytics is 9.1%, down from 9.8% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Customer Experience Management

Top Customer Experience Management products

Rankings through
PeerSpot #1 Ranked
#1 Ranked
Qualtrics Customer XM
Qualtrics Customer XM is a comprehensive experience management platform that helps businesses understand and improve customer experiences. It enables organizations to collect, analyze, and act on customer feedback in real-time, allowing them to make data-driven decisions and drive customer loyalty.
8.5
Rating
6
Reviews
662
Words/ Review
376
Total Views
203
Category Comparisons
Popular comparisons
PeerSpot Leader
Leader
ServiceNow Customer Service Management
Customer Service Management groups key applications and capabilities into scalable packages that can grow with you as your needs change.
8.1
Rating
8
Reviews
372
Words/ Review
1,179
Total Views
107
Category Comparisons
Popular comparisons
Buyer's Guide
Customer Experience Management
June 2024
Download Free Report
Find out what your peers are saying about Qualtrics, ServiceNow, Salesforce and others in Customer Experience Management. Updated: June 2024.
DOWNLOAD NOW
793,295 professionals have used our research since 2012.
Salesforce
Build customer journeys on a powerful digital experience platform.Create secure websites, portals, and apps with connected data — fast.
8.1
Rating
33
Reviews
378
Words/ Review
137
Total Views
60
Category Comparisons
Freshdesk
Freshdesk is a cloud-based customer support solution that provides organizations with the features necessary to effectively streamline their support processes. This includes powerful multichannel capability, integrated game mechanics, smart automations, and more.
8.3
Rating
27
Reviews
662
Words/ Review
4,364
Total Views
134
Category Comparisons
Popular comparisons
Genesys Cloud CX
Genesys Cloud CX is a call center solution for customer service and contact centers. Its primary use case includes building IVR systems, transitioning from old platforms, and integrating with CRMs. The most valuable features are its expanded capabilities in digital channels, simple setup, good integration, and omnichannel experience. It saves time, is easy to learn, and offers easier troubleshooting compared to on-premise solutions. Genesys Cloud CX is a comprehensive and superior solution in the CCaaS market.
9.0
Rating
9
Reviews
958
Words/ Review
5,637
Total Views
83
Category Comparisons
Popular comparisons
IFS Cloud Platform
IFS develops and delivers cloud enterprise software for companies around the world who manufacture and distribute goods, build and maintain assets, and manage service-focused operations. Within our single platform, our industry specific products are innately connected to a single data model and use embedded digital innovation so that our customers can be their best when it really matters to their customers – at the Moment of Service​​​​​​​. The industry expertise of our people and of our growing ecosystem, together with a commitment to deliver value at every single step, has made IFS a recognized leader and the most recommended supplier in our sector. Our team of 4,500 employees every day live our values of agility, trustworthiness and collaboration in how we support our 10,000+ customers. Learn more about how our enterprise software solutions can help your business today at ifs.com.
7.9
Rating
29
Reviews
861
Words/ Review
5,616
Total Views
47
Category Comparisons
Popular comparisons
report
See which vendors are best for you
Use our free recommendation engine to learn which Customer Experience Management solutions are best for your needs.
See recommendations
793,295 professionals have used our research since 2012.
Delighted by Qualtrics
An experience management platform that does all the heavy lifting for you
9.1
Rating
7
Reviews
698
Words/ Review
46
Total Views
13
Category Comparisons
IBM Watson Customer Experience Analytics
IBM Watson Customer Experience Analytics is a powerful tool that enables organizations to gain deep insights into customer behavior and preferences. Its primary use case is to analyze customer interactions across various touchpoints, such as websites, mobile apps, and social media platforms.The most valuable functionality of Watson Customer Experience Analytics is its ability to provide a holistic view of the customer journey. It combines data from multiple sources, including clickstream data, customer feedback, and sentiment analysis, to deliver comprehensive insights. This allows organizations to understand the entire customer experience, identify pain points, and make data-driven decisions to improve customer satisfaction.By leveraging advanced analytics and AI capabilities, Watson Customer Experience Analytics helps organizations uncover hidden patterns and trends in customer behavior. It provides actionable insights that enable businesses to optimize their marketing strategies, personalize customer experiences, and enhance overall customer satisfaction.Furthermore, this tool helps organizations identify opportunities for cross-selling and upselling by understanding customer preferences and purchase patterns. It also enables businesses to proactively address customer issues and reduce churn by identifying dissatisfied customers and resolving their concerns promptly.
1
Review
626
Total Views
119
Category Comparisons
Popular comparisons
Teradata Customer Interaction Manager
Teradata Customer Interaction Manager (CIM) is a comprehensive solution designed to enhance customer interactions and drive personalized marketing campaigns. Its primary use case is to enable organizations to deliver targeted and relevant messages to their customers across various channels.The most valuable functionality of Teradata CIM is its ability to collect and analyze customer data from multiple sources, such as transactional systems, social media, and call center interactions. This data is then used to create a unified customer profile, allowing organizations to gain a holistic view of their customer's preferences, behaviors, and needs.With this valuable insight, organizations can create highly personalized and targeted marketing campaigns. Teradata CIM provides advanced segmentation capabilities, allowing marketers to divide their customer base into specific groups based on various criteria. This enables them to tailor messages and offers to each segment, increasing the likelihood of customer engagement and conversion.Teradata CIM also offers real-time decision-making capabilities, enabling organizations to deliver personalized messages at the right time and through the right channel. This helps organizations to optimize customer interactions and improve customer satisfaction.
419
Total Views
120
Category Comparisons
Popular comparisons
Medallia Experience Cloud
Medallia Experience Cloud is a comprehensive customer experience management platform that enables organizations to capture, analyze, and act upon customer feedback in real-time. Its primary use case is to help businesses understand and improve the customer experience across various touchpoints.The most valuable functionality of Medallia Experience Cloud is its ability to collect feedback from customers through multiple channels, such as surveys, social media, and online reviews. This feedback is then analyzed using advanced text and sentiment analytics, providing organizations with actionable insights into customer preferences, needs, and pain points.By leveraging these insights, organizations can make data-driven decisions to enhance their products, services, and overall customer experience. Medallia Experience Cloud also offers robust reporting and visualization tools, allowing businesses to track key performance indicators and measure the impact of their customer experience initiatives.Furthermore, Medallia Experience Cloud helps organizations close the loop with customers by automatically routing feedback to the relevant teams for prompt resolution. This proactive approach not only improves customer satisfaction but also helps organizations identify and address potential issues before they escalate.
161
Total Views
123
Category Comparisons
Popular comparisons
Cisco Webex Experience Management
Cisco Webex Experience Management is a comprehensive solution designed to help organizations enhance customer experiences. Its primary use case is to collect and analyze customer feedback across various touchpoints, such as surveys, social media, and online reviews. The most valuable functionality of Cisco Webex Experience Management is its ability to provide real-time insights and actionable recommendations. It leverages advanced analytics and AI to identify trends, sentiments, and customer preferences. This enables organizations to make data-driven decisions and improve their products, services, and overall customer satisfaction.By capturing and analyzing customer feedback, Cisco Webex Experience Management helps organizations understand their customers better. It allows them to identify areas of improvement, address customer pain points, and deliver personalized experiences. This ultimately leads to increased customer loyalty, higher customer retention rates, and improved brand reputation.Moreover, Cisco Webex Experience Management enables organizations to engage with customers proactively. It provides tools for targeted surveys, sentiment analysis, and social media monitoring. This helps organizations identify potential issues before they escalate and allows them to respond promptly, ensuring customer satisfaction.
6.0
Rating
1
Review
306
Words/ Review
168
Total Views
100
Category Comparisons
Popular comparisons
Adobe Web Experience Management
Adobe Web Experience Management (WEM) is a comprehensive content management system that empowers businesses to create, manage, and deliver personalized digital experiences across multiple channels. With its intuitive interface and robust features, WEM enables organizations to streamline their content creation process, enhance customer engagement, and drive conversions.One of the key features of Adobe WEM is its powerful content-authoring capabilities. The platform provides a user-friendly interface that allows content creators to easily create and edit web pages, blogs, and other digital assets. With its drag-and-drop functionality and customizable templates, users can quickly design and publish content without the need for technical expertise.Another standout feature of Adobe WEM is its robust personalization capabilities. The platform leverages advanced targeting and segmentation tools to deliver personalized experiences to each individual user. By analyzing user behavior and preferences, WEM enables businesses to deliver relevant content and offers, increasing customer engagement and driving conversions.Adobe WEM also offers seamless integration with other Adobe products, such as Adobe Analytics and Adobe Target. This integration allows businesses to gain valuable insights into user behavior and preferences, enabling them to optimize their digital experiences and drive better results. Additionally, WEM's integration with Adobe Target enables businesses to run A/B tests and personalized campaigns, further enhancing the effectiveness of their marketing efforts.Furthermore, Adobe WEM provides comprehensive content management capabilities, including version control, workflow management, and content reuse. These features enable businesses to efficiently manage their content lifecycle, ensuring consistency and accuracy across all channels.
2
Reviews
245
Total Views
108
Category Comparisons
Popular comparisons
FullStory
Meet FullStory, the app that captures all your customer experience data in one powerful, easy-to-use platform. Our tiny script unlocks pixel-perfect session playback, automatic insights, funnel analytics, and robust search and segmentation – empowering everyone in your organization to help build the best online experience for your customers.
182
Total Views
105
Category Comparisons
Popular comparisons
Sitecore Customer Engagement Platform
Sitecore Customer Engagement Platform delivers all of the capabilities that allow a digital conversation between a prospect and company to flow: It remembers the previous interaction and continues where the conversation left off, It "speaks" in the context of the prospect's needs vs. the needs of the marketing department, It anticipates needs and is ready to help customers take the next step and It asks questions of the prospect, to learn more. Furthermore, the Sitecore Customer Engagement Platform spans all digital channels - web, email, ecommerce, social and mobile - to ensure that no conversation thread is dropped.
142
Total Views
101
Category Comparisons
Popular comparisons
Zoho CRM Plus
Zoho CRM Plus unifies your sales, marketing, customer service, and every other customer-facing team on one platform so you can deliver exceptional customer experiences to every customer. Unify business data, customer engagements, ROI, and more—all while keeping your customer at the center of everything you do.
7.6
Rating
5
Reviews
243
Words/ Review
49
Total Views
28
Category Comparisons
Popular comparisons
IBM Watson Real-Time Personalization
Watson Real-Time Personalization helps digital marketers improve customer experience and makes personalization easier by learning through each interaction and delivering the right content to each visitor in the context of their previous interactions with the brand.
285
Total Views
73
Category Comparisons
Popular comparisons
Anthology Engage
Anthology Engage is a comprehensive customer engagement platform designed to empower educational institutions in effectively connecting with their students across diverse channels. This versatile platform equips institutions with the tools needed to create and manage marketing campaigns seamlessly, whether through email, chat, or social media. Moreover, Anthology Engage offers robust campaign performance tracking, enabling institutions to fine-tune their strategies for improved results. Institutions can take advantage of customer segmentation capabilities to group students based on interests and demographics, allowing for more precise and personalized communication. Personalization features further enhance engagement by tailoring messages with students' names and other relevant information.
121
Total Views
58
Category Comparisons
Popular comparisons
ASAPP Platform
Wherever your agents meet your customers — phone, chat, or text — the ASAPP platform augments them, so they can be more efficient and effective.
122
Total Views
58
Category Comparisons
Popular comparisons
Service Creatio
Intelligent service management platform to accelerate service delivery and customer delight
9.0
Rating
1
Review
246
Words/ Review
93
Total Views
16
Category Comparisons
SAP Service Cloud
SAP Service Cloud, SAP's cloud-based customer service management solution, aims to revolutionize customer service by facilitating strong connections throughout the customer journey. It prioritizes faster issue resolution and enhanced customer experiences. Key functionalities include intelligent case management, omnichannel support, and tools for agent productivity, ensuring an agile and connected service experience. Businesses leveraging SAP Service Cloud can anticipate benefits such as increased customer satisfaction, improved service efficiency, and valuable insights derived from data analysis. Additionally, the webpage offers options to explore product demos for practical understanding, as well as insights into the latest features and product roadmap for staying updated on the platform's capabilities.
255
Total Views
44
Category Comparisons
Popular comparisons
Oracle WebCenter
Oracle WebCenter is the center of engagement for business powering exceptional experiences for customers, partners, and employees. It connects people, processes, and information with the most complete portfolio of portal, content management, Web experience management, and collaboration technologies. 
7.0
Rating
12
Reviews
189
Words/ Review
1,786
Total Views
31
Category Comparisons
Popular comparisons
Alterian
Alterian helps organizations to create relevant, effective and engaging experiences with their audience that create value and reinforce commitment to their brand, through the use of the Alterian Integrated Marketing Platform.
195
Total Views
47
Category Comparisons
Popular comparisons
Tech Mahindra
Empower Clients with Seamless Digital Experience across Channels
56
Total Views
43
Category Comparisons
Popular comparisons
Vue.ai
Vue.ai is an AI-powered experience management suite which combines the power of product, customer and business intelligence using Computer Vision & NLP. Retailers across the globe trust Vue.ai as both their revenue growth driver and their cost saving engine. They use the suite to personalize and curate the customer experience while also enabling end-to-end retail automation across site merchandizing, product, eCommerce & marketing operations.
125
Total Views
25
Category Comparisons
Everise CX
Everise CX delivers award-winning omnichannel, multilingual customer experience solutions to some of the world's most important brands. From Fortune 1000 giants to Silicon Valley Unicorns to high-growth startups, we continually innovate to exceed our clients' most exacting demands of scale and quality
41
Total Views
29
Category Comparisons
Xoxoday Enterprise
Xoxoday helps enterprises digitize and gamify their engagement, reward & recognition programs for employees and channel partners.
59
Total Views
22
Category Comparisons
Popular comparisons
HappyFox
HappyFox is a web based customer support software hosted on the cloud. It helps to track and manage all customer support requests across multiple channels like email, chats, social media and phone in a centralized ticket support system.Integration with other web apps like CRM, live-chats,voice and bug tracking apps makes it practical help desk. Similar customer support queries can be handled using canned actions and smart rules to automate responses. Community forums help customers connect.
191
Total Views
28
Category Comparisons
Popular comparisons
ResponseTek
At Ignite, we help our enterprise customers perform better through the deployment of best-in-class business software applications across a range of functional domains. Ignite leads all its efforts with a sharp focus on a simple but challenging objective ― 100% customer success ― measured through achievements of its customers.
51
Total Views
22
Category Comparisons
Popular comparisons
Oracle Live Experience Cloud
Leading the cloud. From intelligent business applications to infrastructure, we deliver tomorrow’s emerging technologies today, like the world’s first - and only - autonomous database.
55
Total Views
20
Category Comparisons
UTIL360
UTIL360 is a digital customer experience platform that helps water, electricity, solar, and gas providers worldwide build future-ready businesses.
68
Total Views
17
Category Comparisons
Comarch Customer Experience Management
Comarch Customer Experience Management (CEM) plays an overarching role in service monitoring and service quality management, transforming service management by providing an insight into customers’ perceptions of services provided by telecoms operators. It helps network providers make the leap from network/resource-centric operations to customer-focused ones, delivering effective telecom customer experience management tools.
49
Total Views
23
Category Comparisons
Cavisson NetVision
Cavisson NetVision is a powerful and comprehensive solution to ensure exceptional online customer experience via monitoring responsiveness and ease of interactions with online assets. NetVision offers great insight into customer responsiveness and ability to record and replay entire user session along with interactions to determine any anomalies within the application that may affect user experience or revenue. Leading fortune 500 companies rely on Cavisson to boost their customer experience and digital transformation initiatives.
39
Total Views
24
Category Comparisons
Relay Network
Relay Network enables you to engage your customers with personalized mobile experiences on a secure, interactive channel that increases revenue, reduces costs, and improves outcomes. All with nothing to download.
88
Total Views
24
Category Comparisons
Aptedge
Revolutionize customer care with AI-driven answers and workflows powered by GPT (Generative AI). Turn disparate knowledge systems into faster case resolution, improved customer satisfaction, and lower customer support cost.
46
Total Views
17
Category Comparisons
Satmetrix Net Promoter
Use your NPS as the key measure of your customers’ overall perception of your brand. Because NPS is a leading indicator from growth, it provides the best anchor for your customer experience management (CEM) program. Complement NPS with other metrics and insights from various points along the customer journey, and you have a comprehensive, actionable view of your customer experience performance.
43
Total Views
18
Category Comparisons
Popular comparisons
Tatvam Insights
Tatvam is a customer feedback analysis platform that helps companies manage and analyze their customer feedback (surveys, reviews, etc.) and turn the data into actionable insights to improve their customer experience.
36
Total Views
18
Category Comparisons
Gainsight Platform
The Experience You Want With The Power You Need
281
Total Views
20
Category Comparisons
Popular comparisons
DIGITAL CX
Connect with customers across 20+ digital touchpoints like the web, social media, messaging apps, review platforms and your custom channels.
92
Total Views
19
Category Comparisons
DISQO
DISQO is a customer experience (CX) platform empowering businesses, from SMBs to enterprises, to make the right decisions for their customers by testing and measuring every product and brand experience with speed. DISQO’s insights, advertising measurement, and Feedback Loop applications connect to the company’s fully consented consumer data platform.
38
Total Views
15
Category Comparisons
Emojot
Unleash the full potential of customer-centric strategies with Emojot's all-in-one platform bystreamlining your processes, saving costs, and enhancing the customer experience from start to finish.
47
Total Views
15
Category Comparisons
Gladly
We believe legendary customer service starts with people talking to people. So we put customers and conversations at the heart of Gladly. Because customers aren’t ticket numbers or cases, they’re people.
72
Total Views
17
Category Comparisons
Popular comparisons
OvationCXM
OvationCXM is the first platform to take all of your uncoordinated internal, customer and third-party interactions and turn them into exceptional journeys, start-to-finish. No re-architecture required.
25
Total Views
17
Category Comparisons
Cognizant Virtual Workplace
Be virtual. Be secure. Be resilient.It goes without saying that the way we work will never be the same again. For business and IT leaders, the challenge ahead is to find ways to achieve real enterprise resilience and create a catalyst for moving forward. To meet this challenge, Cognizant’s Virtual Workplace solution elevates the employee experience and boosts productivity, securely and from anywhere. Imagine that your teams are productive and engaged, regardless of work location. Imagine they can securely connect to each other, and access the right information and resources whenever they’re needed.
39
Total Views
15
Category Comparisons
parcelLab
parcelLab is a data-driven customer experience software that enables users to provide their customers with the best experience in order to enhance the growth of the business. ... The software allows its users to determine the types of notifications sent to their customers irrespective of the quantity of shipping.
26
Total Views
15
Category Comparisons
User Replay
UserReplay's customer experience analytics solution enables businesses to discover the truth about their customers' digital experience. It combines replay of customer journeys with sophisticated analytics that identify customer struggles and monetizes their impact. This helps improve conversion, resolve technical and usability issues more quickly, recover lost customers and prevent fraud.
36
Total Views
14
Category Comparisons
Popular comparisons
Avanade Customer Experience
We can help you deliver these personalized, empathetic experiences at speed and scale. That’s because we’ve helped organizations around the world rethink their business models and put their customers at the heart of their business. By taking a human-centered approach that fuses talent with data and technology, our clients continue to deliver sustainable experiences that create revenue and increase loyalty.
28
Total Views
14
Category Comparisons
Unified-CXM Platform
Unified-CXM helps brands understand customer signals by connecting data across channels and organizational silos. It seeks out and spotlights the ways customer experiences continue to evolve, and prepares your teams to meet next-generation customer needs with strategy, process, and collaboration.
28
Total Views
14
Category Comparisons
Wipro Customer Experience Management
Harmonize, Optimize and Innovate Your CX Landscape
27
Total Views
14
Category Comparisons
ClickFox Fox
We build products that apply advanced customer journey analytics to provide a true omni-channel view of the customer journey.
32
Total Views
11
Category Comparisons
Airkit
Rapidly deliver secure digital experiences to drive revenue, exceed customer expectations, and reduce operating costs. Seamless journeys across any channel. Personalized using core systems. Move from reactive to proactive. No talent constraints.
66
Total Views
11
Category Comparisons
Alida Total Experience Management (TXM) platform
Broad and deep feedback combine in one platform for continuous innovation. By synthesizing and contextualizing feedback in one place, you can truly understand the why behind the what and determine what’s next.
75
Total Views
10
Category Comparisons
Verint Messaging
Deliver great customer experiences on the messaging channels your customers use every single day with personalized conversations, intelligent automation, and actionable insights.
55
Total Views
10
Category Comparisons
Popular comparisons
xFind
xFind’s breakthrough no-search, no-tag, no-friction. Contextual Intelligence platform redefines customer support with faster case resolution and actionable insights to take your product and business to the next level.
17
Total Views
7
Category Comparisons
Vivantio
Our service management solutions empower your teams through rapid and easy configuration, enabling effortless operations which means you can focus on elevating your customers experience for a future-ready business.
22
Total Views
4
Category Comparisons
Social CX
Allows you to interact with your customers via WhatsApp and different Social Media, such as Facebook, Instagram, Twitter, Email and others, from a single platform, streamlining processes and answering your customers inquiries 24/7.
13
Total Views
6
Category Comparisons
Nextiva
Have conversations with customers any way they prefer to communicate and work with teammates in a single app.
49
Total Views
2
Category Comparisons
Narvar
Narvar is a customer experience platform that focuses on enhancing the post-purchase journey. With seamless communication and tracking of shipments, Narvar ensures that customers are informed about their orders every step of the way. This helps build trust and loyalty, as customers feel confident and well-informed about their purchases. Narvar also provides a platform for easy returns and exchanges, further improving the overall customer experience.
11
Total Views
6
Category Comparisons
AiPlex Bridge
AiPlex Bridge is India’s only Digital-First Comprehensive ORM Platform. Digital Removal, Social Listening, Response Management, Review Management, Analytics, and the Digital Command Center are all under a single platform.
17
Total Views
3
Category Comparisons
Howazit
Earn more from every customer by unleashing their marketing potential.CX Marketing lets you maximize earnings from past, present, and future customers.
16
Total Views
3
Category Comparisons
NICE Satmetrix
NICE Satmetrix is the only complete and integrated holistic VOC solution, driving performance outcomes from the contact center, and beyond.
15
Total Views
3
Category Comparisons
Conversations by NLX
Conversations by NLX is an end-to-end no-code platform for building, managing, and analyzing all customer conversations in one centralized place. The platform enables brands to create personalized voice, chat, and multimodal conversations, all in one place. Plus, with built-in reporting and analytics, teams can adjust conversations according to real-time qualitative and quantitative customer feedback to improve the customer experience.
8
Total Views
4
Category Comparisons
DataEQ
DataEQ’s Customer Experience offering is an insights-based solution, helping you to identify areas of friction and opportunity in your customer journey. The solution uses the Purchase, Cancel and Service tags which help identify actionable opportunities for improvement.
11
Total Views
2
Category Comparisons
Retently
Retently is a customer feedback and satisfaction platform that allows businesses to gather and analyze customer feedback. With Retently, users can measure and track customer loyalty, identify areas for improvement, and make data-driven decisions to enhance their products or services. 
4
Total Views
3
Category Comparisons
Ordaana
Ordaana is purpose built for the unique needs of small businesses to empower business growth through better service delivery and higher client satisfaction. Ordaana streamlines workflows, saving time and resources for service business owners.
7
Total Views
2
Category Comparisons
TheyDo
CX and design teams map customer journeys to bring insights and data together. TheyDo enables your business to align strategy, planning and delivery around journeys.
3
Total Views
3
Category Comparisons
Gorgias
The unified customer experience platform – trusted by 15,000+ ecommerce brands – that saves time and money, freeing up your teams’ time to provide great experiences.
3
Total Views
3
Category Comparisons
Maven AGI
Maven acts as a seamless extension of your brand, scaling your customer support and service efforts. Automatically answer customer questions, elevate your top support reps, and easily report on CX insights to consistently deliver exceptional customer service.
3
Total Views
3
Category Comparisons
Yogi
Tap into what actual consumers really think, straight from their product reviews and ratings. Created exclusively for consumer brand leaders, Yogi helps you instantly identify market trends, discover product-level insights, and uncover competitive intelligence. Updated in real-time, Yogi's easy-to-use AI-powered platform enables you to always make the right decision quickly and confidently.
3
Total Views
2
Category Comparisons
Verint Open Platform
Leverage an open platform with data and AI at the core to increase CX automation and deliver AI Business Outcomes. Now. Platform Capabilities: WFM across all touchpoints, Enhance performance & reduce risk, Universal routing, based on context, Deliver omnichannel customer experiences, Speech, text & desktop analytics, Seamless self-service at scale, Consistent & compliant answers, Cross-channel CX insights, Trading and financial services compliance, Improve bank security investigations.
3
Total Views
2
Category Comparisons
NetSuite CRM
NetSuite CRM seamlessly consolidates interactions with existing and prospective customers, partners, and suppliers in one unified platform. In addition to traditional CRM functionalities like sales force automation, customer service management, and marketing automation, NetSuite CRM stands out with its robust features for managing quotes, commissions, sales forecasts, and partner relationships.
1
Total Views
1
Category Comparisons

Customer Experience Management experts

ElvisHenriquez - PeerSpot reviewer
reviewer3329071 - PeerSpot reviewer
MADHAV CHABLANI - PeerSpot reviewer
Kiran Singh - PeerSpot reviewer
Daniel Calatrava - PeerSpot reviewer
FabrizioMagistrelli - PeerSpot reviewer
Alexey Timchenko - PeerSpot reviewer
Rupesh Jethwa - PeerSpot reviewer
Join the PeerSpot community

Related categories

Customer Data Analysis
Web Analytics
Contact Center Platforms
Workforce Engagement Management
Contact Center as a Service (CCaaS)
CRM

Popular comparisons

Medallia Experience Cloud vs. Qualtrics Customer XM
Cisco Webex Experience Management vs. Teradata Customer Interaction Manager
SAP Service Cloud vs. ServiceNow Customer Service Management

Customer Experience Management Q&As

Read answers to top Customer Experience Management questions. 793,295 professionals have gotten help from our community of experts.
Jul 23, 2024
When evaluating Customer Experience Management, what aspect do you think is the most important to look for?
Nov 5, 2023
Why is Customer Experience Management important for companies?

Customer Experience Management FAQ

What are the different types of Customer Experience Management solutions?

Customer Experience Management solutions are tools and strategies businesses use to enhance and optimize the overall customer experience. These solutions help organizations understand their customers' needs, preferences, and expectations, enabling them to deliver personalized and exceptional experiences. Several CEM solutions are available, each with unique features and benefits.

Customer Feedback Management: This solution collects and analyzes customer feedback through various channels such as surveys, social media, and online reviews. It helps businesses understand customer sentiment, identify areas for improvement, and make data-driven decisions to enhance the customer experience.

Customer Journey Mapping: Customer journey mapping solutions enable businesses to visualize and understand the end-to-end customer journey. By mapping out each touchpoint and interaction, organizations can identify pain points, bottlenecks, and opportunities for improvement. This helps businesses optimize the customer journey and deliver a seamless experience across all channels.

Voice of the Customer Analytics: VoC analytics solutions analyze customer feedback and data to gain insights into customer preferences, expectations, and behaviors. By leveraging advanced analytics techniques such as sentiment analysis and text mining, businesses can uncover valuable insights that drive customer-centric decision-making.

Customer Relationship Management: CRM solutions focus on managing and nurturing customer relationships. They provide a centralized database for storing customer information, tracking interactions, and managing sales and marketing activities. By leveraging CRM solutions, businesses can personalize interactions, improve customer service, and build long-term customer loyalty.

Customer Service and Support: These solutions optimize customer service and support processes. They include features such as ticket management, live chat, self-service portals, and knowledge bases. Businesses can provide timely and efficient support by streamlining customer service operations, leading to higher customer satisfaction.

Personalization and Recommendation Engines: Personalization solutions leverage customer data and analytics to deliver personalized experiences across various touchpoints. Recommendation engines analyze customer behavior and preferences to provide relevant product recommendations, increasing customer engagement and driving sales.

Social Media Monitoring and Engagement: Social media management solutions enable businesses to monitor and engage with customers on social media platforms. Companies can enhance their brand reputation and build stronger customer relationships by actively listening to customer conversations, addressing queries and concerns, and leveraging social media for marketing campaigns.

What are the benefits of Customer Experience Management solutions?

By leveraging advanced technologies and data analytics, CEM solutions provide businesses valuable insights into customer behavior, preferences, and needs. Here are some key benefits of implementing CEM solutions in a straightforward and technical manner:

  1. Enhanced Customer Satisfaction: By analyzing customer feedback and sentiment, businesses can identify pain points and address them promptly, improving overall customer experience. CEM enables businesses to understand customer expectations and deliver personalized experiences, increasing customer satisfaction.
  2. Improved Customer Loyalty and Retention: Businesses can foster loyalty and increase customer retention rates by proactively engaging with customers and resolving issues. CEM helps businesses build strong customer relationships by providing personalized experiences and addressing individual needs.
  3. Increased Revenue and Profitability: By delivering exceptional customer experiences, businesses can attract new customers and increase customer lifetime value, ultimately driving revenue growth and profitability. CEM solutions enable businesses to identify cross-selling and upselling opportunities by analyzing customer behavior and preferences.
  4. Streamlined Operations: Businesses can improve operational efficiency and reduce manual efforts by centralizing customer data and integrating it with other systems. CEM solutions automate and streamline various customer-facing processes, such as feedback collection, complaint resolution, and service requests.
  5. Data-Driven Decision-Making: By analyzing customer behavior patterns, businesses can identify trends, make informed decisions, and optimize their products, services, and marketing strategies. CEM solutions provide businesses with actionable insights derived from customer data, enabling data-driven decision-making.
  6. Competitive Advantage: By delivering exceptional customer experiences, businesses can differentiate themselves from competitors and gain a competitive edge. CEM helps businesses stay ahead of market trends and adapt to changing customer expectations by continuously improving their offerings.

How do Customer Experience Management solutions work?

Customer Experience Management solutions are designed to help businesses improve and optimize customer interactions throughout their journey. These solutions provide a systematic approach to managing and enhancing customer experiences, ultimately leading to increased customer satisfaction, loyalty, and business growth. Here is an overview of how CEM solutions work:

  1. Data Collection: CEM solutions gather customer data from various touchpoints, such as websites, mobile apps, social media, and customer service interactions. This data includes customer feedback, preferences, behaviors, and demographics.
  2. Data Integration: The collected data is integrated into a centralized platform, giving businesses a holistic view of their customers' experiences across different channels and touchpoints. This integration enables businesses to identify patterns, trends, and areas for improvement.
  3. Customer Journey Mapping: CEM solutions help businesses map out the entire customer journey, from initial awareness to post-purchase support. This mapping allows businesses to understand the different stages, touchpoints, and interactions that customers go through, enabling them to identify pain points and opportunities for improvement.
  4. Real-time Monitoring: CEM solutions provide real-time monitoring capabilities, allowing businesses to track customer interactions and experiences as they happen. This monitoring helps businesses identify and address issues promptly, ensuring a seamless and positive customer experience.
  5. Analytics and Insights: CEM solutions leverage advanced analytics to analyze customer data and generate actionable insights. These insights help businesses understand customer preferences, behaviors, and expectations, enabling them to make data-driven decisions to enhance the overall customer experience.
  6. Personalization and Targeting: CEM solutions enable businesses to personalize customer experiences based on individual preferences and behaviors. Businesses can deliver targeted and relevant content, offers, and recommendations by leveraging customer data and enhancing customer satisfaction and engagement.
  7. Feedback Management: CEM solutions facilitate the collection and analysis of customer feedback through various channels, such as surveys, reviews, and social media. This feedback helps businesses understand customer sentiment, identify areas for improvement, and address customer concerns effectively.
  8. Performance Measurement: CEM solutions provide metrics and KPIs to measure the effectiveness of customer experience initiatives. These metrics help businesses track their progress, identify areas of success, and make data-driven decisions to continuously improve the customer experience.
Best Customer Experience Management Solutions
Get Recommendations