Customer experience management (CXM) is an emerging area of research and innovation. It involves the analysis of an end-to-end omnichannel customer journey to identify bottlenecks, opportunities, and moments of truth to make value-generating interventions.
A 2021 survey by CXM company Sprinklr found that improving customer experience was a priority for 82% of decision-makers – yet 90% were missing critical capabilities in their technology stack to achieve the desired results.
A customer experience management tool is sometimes a wise investment for companies committed to the CX approach. Yet, no two are the same.
Here are 14 examples, each with unique capabilities to enable teams to improve customer experiences.
1. Alida CXM
Alida CXM is a closed-loop customer feedback system where users collect feedback, analyze it, and follow up with the customer in a single, consistent loop.
In addition, the tool aligns the feedback to specific stages of the customer journey. As such, CX teams gain a clear view of the end-to-end experience.
2. Sprinklr
Sprinklr offers a central CXM platform, including tools for customer care, marketing, research, and engagement teams.
Offering so many capabilities, the company names its solution a unified CXM platform, sharing data across numerous functions to deliver an all-encompassing view of the customer.
3. Adobe Experience Manager
Adobe Experience Manager provides CX managers with content personalization capabilities, delivering customized customer communications to increase engagement rates.
The solution also automates the delivery of customer surveys, enabling hyper-personalization strategies infused with AI and customer analytics.
4. Gupshup
Gupshup is a Communication Platform as a Service (CPaaS) tool that allows customer experience managers to engage with customers across 30+ messaging channels.
With only one API necessary, Gupshup also allows users to build bots across these channels to automate both inbound and outbound interactions.
5. StoryPulse
StoryPulse is a closed-loop system where customer-facing teams gather feedback, update customer relationship management (CRM) systems, and follow up with customers automatically.
Integrating with a wide range of CRM and CX tools, its primary use cases are for the healthcare and education sectors.
6. Pobuca
Pobuca offers several tools for customer experience managers, from CX measurement to designing customer journeys.
However, its core product is a cloud-based insight and analytics engine built on Microsoft Power BI. It incorporates machine learning algorithms to identify patterns in customer behavior and make recommendations accordingly.
7. Qualaroo
Qualaroo is a contextual CX analytics tool for customer experience managers. It allows users to run feedback surveys on various channels, including your website, e-commerce store, mobile apps, and third-party websites.
Harnessing this feedback, Qualaroo generates actionable insights across design, functionality, service, and other aspects of CX.
8. EngageBay
EngageBay is an “all-in-one” platform to support marketing, sales, and customer service teams. It packs several features into a single tool, from CRM and marketing automation to help desk and live chat software.
Typically, EngageBay proves popular for small to mid-sized businesses looking for an affordable CXM solution. Although, it includes many advanced analytics modules to increase customer understanding.