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50 Best Customer Experience Management Software Solutions

Mike Marks November 17, 2020

Discovering powerful insights buried deep in user interaction data, getting said data in the first place and acting on your findings are all key elements of the customer experience management process.

By focusing on the customer experience, businesses can effectively build brand loyalty and advocacy while improving their core products and services in the process. However, to do so, you need to know just what customer experience is all about.

What is Customer Experience?

Customer experience is the customer’s emotional takeaway after interacting with a given company. Regardless of the chosen touchpoint, when a customer deals with your company directly, they will walk away with a unique experience.

A great customer experience keeps people coming back for more, but a bad experience with your company can put them off for good. That is why managing the customer experience carefully is so important.

If you are looking to streamline your CX management process, then the tools below just might do the trick. While these CX management software solutions are not ranked or rated in any particular order, we’ve grouped them into the following two categories to help you identify the solutions that best meet your needs.

Customer Experience Management Software for Analysis

1. Pendo

Pendo is a product cloud that helps you understand your users’ product journey, capture how they feel about their experience, and guide users to help them get the most from your product.

Key Features:

  • Insights on the features that customers use and love most and least
  • Survey tools to capture customer sentiment
  • Provide in-app messaging and guided walkthroughs

2. Wootric

Using Wootric’s CX suite, businesses can assess sentiment in surveys at scale while maintaining a bird’s eye view of data stores over time.

Key Features:

  • Easily maintain continuity of historical data
  • Premium support options available
  • Integrates well with other systems

 

3. Netcracker

This solution traces the entire customer journey, providing tailored tools to enhance and assess each stage in depth.

Key Features:

  • Automated sales and marketing management
  • Centralized product management
  • Ecommerce storefront functionality

 

4. Mize

Mize offers a suite of CX tools ranging from digital platform device optimization utilities to full CX integration solutions for complete control over data storage across applications.

Key Features:

  • Common delivery framework for responsive web-based platforms
  • Centralized service data management
  • Integrate systems or record seamlessly

 

5. Smaply

Smaply provides journey mapping and persona-defining tools to power a data-driven approach to CX management.

Key Features:

  • Journey maps can be tailored to show only relevant, project-specific details
  • Collaboration and centralized workflow features
  • Create customer journey maps, personas and stakeholder maps

 

6. Infor

This CX suite leverages an omni-channel approach for greater flexibility in coordinating sales and obtaining actionable insights from data.

Key Features:

  • Omni-channel marketing campaigns
  • Deep customer interactions analysis
  • Turn customer interactions into revenue opportunities

 

7. To Your Success

The customer experience management solutions offered by To Your Success take advantage of cloud-based capabilities to organize feedback into unique reports in real time.

Key Features:

  • Monitoring by branch, division and location
  • Customer satisfaction and NPS reporting
  • Automatically capture customer feedback

 

8. Genpact

Genpact offers custom solutions to CX challenges, incorporating emerging technologies such as conversational AI for greater adaptability.

Key Features:

  • Rapid application prototyping
  • To-measure solutions built for your business
  • Custom solutions designed for industry-specific needs

 

9. Acoustic Experience Analytics (Tealeaf)

This solution offered by Pereion Solutions makes replaying customer interactions with digital platforms possible, allowing companies to identify bottlenecks and improvement opportunities.

Key Features:

  • Simplified web interaction capture
  • Mobile platform interaction analysis features
  • Ready-to-use reports and dashboards

 

10. KPMG Nunwood Experience Cloud

The cloud-based CX solutions on offer from KPMG Nunwood make data integration from multiple sources and scalability easy to handle when managing the customer experience.

Key Features:

  • Modular tool design
  • Measures customer journeys
  • Allied with Microsoft technology

 

11. Lia CX from Intouch Insight

Intouch Insight offers a suite of automated solutions designed to complement existing workflows while capturing and analyzing real-time data.

Key Features:

  • Social media monitoring features and third-party data integration
  • Voice of Customer capturing across unlimited sources
  • Cross-program reporting and AI-driven actions

 

12. LitmusWorld

LitmusWorld makes it possible to obtain better insights from customers by triggering surveys when experience recall is still fresh.

Key Features:

  • Interactive, conversational UI
  • Multilingual support
  • Real-time measurement of NPS, CSAT and more across touchpoints

 

13. Medallia

Medallia offers sophisticated AI (Athena) to predict user behavior and encourage leads to grow into happy customers.

Key Features:

  • Unstructured text analytics
  • Customer risk scoring functionality
  • Suggested actions

 

14. Dynatrace

Dynatrace’s user experience monitoring tools make it possible to capture and parse data relating to application performance, user behavior and more with ease.

Key Features:

  • Real user monitoring
  • Automatic deployments and AI-enhanced assistance
  • Synthetic monitoring to discover problems proactively

 

15. Alida Sparq

This CX platform provides relationship-based profiling features for customer interaction analysis, yielding buying behavioral insights and more.

Key Features:

  • Opt-in functionality for compliant data capturing
  • Idea generation templates to simplify strategizing processes
  • Discover customer motivations, beliefs, preferences and more

 

16. Progress Sitefinity

The tools offered by Progress Sitefinity enhance the content management process, allowing engagement to be cultivated and then tracked to discover actionable trends among leads.

Key Features:

  • Autoscaling architecture powered by Azure CDN
  • Sophisticated personalization options
  • Testing tools to impact growth-driving business metrics

 

17. Oracle Eloqua

Oracle Eloqua allows organizations to personalize user experiences through tailored campaigns, account scoring and CRM integrations.

Key Features:

  • Trigger experience alterations in response to key steps in the customer’s journey
  • Centralized incorporation of omnichannel data for sales-based CX
  • Adaptive campaign orchestration

 

18. Confirmit

Confirmit allows your team to manage feedback data from a single multi-channel platform, leveraging advanced survey design features and data gathering functionality across different devices.

Key Features:

  • Flexible real-time insights
  • Text and social analytics
  • Consolidates research and feedback data

 

19. Adobe Experience Manager

Adobe Experience Manager provides tools for streamlining user experiences across digital destinations and channels, simplifying the creation of custom websites, digital assets and more.

Key Features:

  • Forms and communications integrations
  • Cloud native architecture
  • Bring personalized, content-led experiences to market faster

 

20. Monetate

Monetate pairs behavioral and contextual data with third-party information to help companies create more personalized user experiences.

Key Features:

  • Omnichannel capabilities
  • Dynamic testing and optimization functionality
  • Customer segmentation and targeting

 

21. Exponea

Using the software suite provided by Exponea, companies can tap into data silos and make customer data useful across all touchpoints.

Key Features:

  • Real-time customer behavior predictions
  • Omni-channel marketing campaign management tools
  • Enrich customer data through AI

 

22. Gainsight

Gainsight’s CX offering provides companies with the necessary technology for identifying customer sentiment and churn risk in real-time.

Key Features:

  • Natural language processing
  • Multiple survey types available, including NPS and CSAT
  • Journey orchestration

 

23. Primary Intelligence

Primary Intelligence offers a comprehensive customer experience analytics platform to help businesses get to the bottom of their customers’ journeys and pressing desires.

Key Features:

  • Win-Loss analysis features
  • Retention-focused analytics tools
  • Online surveys and transcribed interviews

 

24. Hawksearch

This unique solution leverages the suggestive power of search and the self-sufficiency of machine learning processes to enrich user experiences and bolster marketing efforts.

Key Features:

  • Sophisticated user search tracking and interaction analysis
  • Dynamic, search-centric marketing tools
  • Increase conversations through programmatic learning

 

25. Google Optimize

Google offers an effective website enhancement solution designed to maximize the customer experience with help from its native Google Analytics integration.

Key Features:

  • Native statistical reporting for website changes
  • User segmenting capabilities
  • Ability to focus on specific user segments

 

26. Moogsoft

This platform allows for organizations to monitor usability for end users with the help of AI.

Key Features:

  • Consolidated monitoring panel
  • Correlated incident alerting features
  • Minimizes actionable alerts

 

27. InMoment

InMoment facilitates experience improvement using highly scalable data harvesting tools that work across all touchpoints.

Key Features:

  • Predictive analytics and text analytics
  • Survey functionality and integrated case management tools
  • Help employees identify and react to pivotal customer moments

 

28. Zendesk Sunshine

This tool set gives companies the power to develop their own custom ecosystem of tools with full compatibility with Sunshine’s AWS-based CRM system of custom events and conversations.

Key Features:

  • Compatible with third-party applications
  • Omni-channel conversation sources appear in unified customer view
  • Capture every customer interaction

Customer Experience Software Solutions for Communication and Surveys

29. NICE Satmetrix

NICE delivers a suite of tools capable of collecting and assessing all kinds of customer experience information via text, speech and surveys.

Key Features:

  • Analytics automation
  • Operational metrics analysis
  • Collect and integrate all types of customer experience data

 

30. Salesforce

Salesforce for Marketing enables marketers to put the customer at the center of every interaction and give them a reason to love your brand by integrating multiple data sources and leveraging AI to plan and optimize every interaction.

Key Features:

  • Engage across marketing, sales, service and other touchpoints
  • Automate engagement with customers
  • Collect and manage data from multiple sources

 

31. Feefo

This survey suite allows businesses to collect valuable feedback from customers across multiple channels and at separate stages of each customer’s journey.

Key Features:

  • SMS engagement functionality
  • Review collecting features
  • Campaign Manager Tool for tailored feedback requests

 

32. Augment CXM

Augment CXM offers CX tools tailored for use in a call center, including AI agent-assistance tools and real-time voice communication monitoring.

Key Features:

  • Real-time coaching functionality for customer service agents
  • Support for popular integrations like Salesforce and Genesys
  • Monitor digital and voice communication in real-time

 

33. Ungapped

This platform provides a wide variety of survey, form and marketing tools for companies to take advantage of, including SMS features and codeless design interfaces for rapid campaign development.

Key Features:

  • Omni-channel survey options
  • Support for popular integrations such as Hubspot and Salesforce
  • Design emails, newsletters and invitations

 

34. DialogTech

DialogTech bridges the gap between both traditional voice experiences and digital ones, allowing companies to gather valuable insights from both to optimize the customer experience.

Key Features:

  • Real-time analytics of all types of conversations
  • AI-enhanced call transcription and data mining
  • Optimize marketing for lower cost-per-lead or higher sales conversions

 

35. Swell

Swell helps businesses improve their customers’ experiences by engaging with them through chat, social messaging systems and more, while assessing overall brand performance from a single dashboard.

Key Features:

  • SMS-based survey features
  • Integrated payment and invoicing solution
  • Multichannel engagement options

 

36. Quadient

Quadient provides compliant, omnichannel customer communication tools for businesses to streamline their user interactions, while mapping out customer journeys.

Key Features:

  • Push notification support
  • Public and private cloud-ready
  • Deliver personalized and compliant communication from a central hub

 

37. SoGoSurvey

SoGoSurvey provides a full tool set to power a company’s entire enterprise feedback management process. Feedback can be captured across all touchpoints with relative ease.

Key Features:

  • Enterprise-grade data security measures
  • Multichannel survey distribution and analytics
  • Connect to your CRM for automated feedback collection

 

38. Mindsay

Mindsay offers customer interaction automation tools that leverage comprehensive conversational AI.

Key Features:

  • Industry-specific chatbot versions
  • Integrated performance monitoring and optimization deployment
  • Easy-to-build processes and monitor performance

 

39. Solvvy

This chat automation suite gives customers great answers with an automated chatbot, while recording interaction data to parse with advanced analytics.

Key Features:

  • Intelligent self-service tools
  • AI-powered for real-time personalized customer interactions
  • Custom no-code workflows

 

40. LivePerson

LivePerson provides a cloud-based conversation suite to enhance customer relations across different channels with the help of AI.

Key Features:

  • Conversation analytics for real-time strategy monitoring
  • AI-powered chatbots
  • Monitor customer intentions in real-time

 

41. Yotpo

Yotpo makes it easier for companies to assess user feedback by leveraging AI, while bolstering marketing efforts over multiple channels.

Key Features:

  • Customer journey-centric marketing customization features
  • Pull in review data and more to distribute to channels for social proof
  • Craft customer loyalty programs

 

42. Statusbrew

This tool set gives businesses the ability to completely automate time-intensive portions of their social media marketing and feedback management processes, allowing for the customer experience to be maintained across a multitude of channels.

Key Features:

  • Automated content moderation
  • Omni-channel performance analytics
  • Provide automated support at scale

 

43. GetFeedback

GetFeedback empowers companies to quickly create and deploy surveys across diverse communication channels.

Key Features:

  • Real-time feedback collection
  • Intuitive dashboard customization options
  • Tools to take immediate action to turn negative experiences into positive experiences

 

44. Kustomer

Kustomer enables companies to tailor customer support to individual customers with robust data and collaboration tools.

Key Features:

  • Customer-specific IVR tree tailoring
  • Customer sentiment tracking and comprehensive analytics
  • Makes relevant, contextual customer information easily accessible to agents

 

45. Genesys Engage

Genesys Engage unifies all your existing communication channels and interactions to help your team foster stronger relationships with your customers.

Key Features:

  • Powerful enterprise routing features
  • Both public and private cloud options available
  • Unified experiences across voice and digital channels

 

46. Sprinklr

This omni-channel solution integrates over 35 modern media channels to simplify communication between your in-house team and customers, allowing for ratings and more to be assessed with third party tools.

Key Features:

  • AI-enhanced conversation management
  • Custom analytics dashboards
  • Campaign management tools

 

47. Active Campaign

Active Campaign’s solutions center on email automation for CX optimization, enhancing the marketing process with dynamic content and segmentation.

Key Features:

  • Powerful email automation features
  • Integrated CRM suite
  • Contact & lead-scoring tools

 

48. Birdeye

Birdeye makes managing and responding to customer feedback easier with a comprehensive suite of sophisticated tools.

Key Features:

  • Mass texting capabilities
  • Custom survey designs
  • Customer review tools

 

49. SAP

SAP provides e-commerce-tailored software solutions to enhance the online user experience using chatbots, progressive web apps and experience personalization.

Key Features:

  • GDPR and CCPA compliance
  • Rich customer data reports and analysis
  • Unification of known and anonymous data from multiple sources

 

50. Verizon Unified Customer Experience

This tool set uses Cisco’s Hosted Collaboration Solution to create a full-featured, omnichannel, CX-first contact center platform.

Key Features:

  • International solutions available
  • Simplified feature deployment
  • Monitor interactions over multiple customer service channels across centers to fine-tune operations

 

 

 

 

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