24 Best Customer Experience Management Software & Tools in 2023
Delivering a positive and memorable customer experience is vital for businesses to foster customer loyalty and gain a competitive edge. According to Gartner’s customer experience study, two-thirds of companies compete primarily based on customer experience, highlighting its critical role in today’s market. With customer experience significantly driving success, businesses need robust systems to monitor and improve the customer journey. It is where Customer Experience Management (CEM) software comes into play. It enables companies to prioritize customer-centric strategies and ensure that customer experience remains their top priority for the next five years and beyond.
What is Customer Experience Management Software?
CEM software is crucial in helping businesses monitor and enhance the entire customer journey, from initial discovery to post-purchase interactions. It enables companies to measure and optimize various aspects of customer experiences, such as customer service interactions, personalization, and user journey optimization. With customer experience becoming a key competitive differentiator, businesses prioritize CEM software to ensure positive and memorable customer experiences.
Top 24 Customer Experience Management Software & Tools for 2023
Here’s the list of 24 top customer experience management software and tools in 2023, along with a brief description:
Thoughtworks
Thoughtworks is a leading global software consultancy known for its customer experience and digital transformation expertise. With an emphasis on leveraging technology to deliver exceptional customer experiences, Thoughtworks aligns perfectly with the theme of enhancing customer experiences through software and tools in 2023. Their innovative solutions and customer-centric approach make them a reliable partner for businesses seeking to optimize customer experience management strategies.
Reputation
Reputation is a platform that helps businesses improve their customer experience by translating feedback data into actionable insights. It collects and analyzes customer feedback to provide valuable insights for enhancing the overall customer experience. By identifying areas of improvement, businesses can address customer concerns and improve their reputation.
Birdeye
Birdeye is an all-in-one reputation and customer experience platform designed to manage online reputation and gather customer feedback. It enables businesses to monitor and respond to customer reviews across various online platforms. By collecting and analyzing customer feedback, Birdeye helps businesses improve their products and services to enhance customer satisfaction.
Qualtrics
Qualtrics Customer Experience is a comprehensive platform leading brands use to understand and improve customer experiences. It allows businesses to collect and analyze customer feedback through various channels such as surveys, reviews, and social media. With real-time insights, companies can identify areas of improvement and implement strategies to enhance the overall customer experience.
SurveyMonkey
SurveyMonkey Enterprise is an AI-powered feedback management platform that integrates with business-critical applications. It enables businesses to create and distribute surveys to collect valuable customer feedback. With advanced analytics capabilities, companies can gain insights into customer preferences and behaviors to make data-driven decisions.
ChurnZero
ChurnZero is a customer success medium that helps subscription businesses improve efficiency, increase revenue, and deliver better experiences. It enables businesses to track customer interactions, identify at-risk customers, and take measures to retain them. ChurnZero helps businesses improve customer satisfaction and reduce churn by monitoring customer health scores and engagement metrics.
Medallia
Medallia Agent Connect provides insights into frontline team performance by connecting customer feedback, quality assurance, and coaching. It enables businesses to gather customer feedback and analyze agent performance to identify areas for improvement. By providing real-time insights, businesses can train and coach their agents to deliver exceptional customer experiences.
AskNicely
AskNicely is a customer experience management platform that collects feedback and aligns it with brand objectives. It allows businesses to measure customer satisfaction through surveys and gather real-time feedback. With sentiment analysis and actionable insights, AskNicely helps businesses improve customer experiences and drive customer loyalty.
InMoment
InMoment’s Experience Improvement (XI) Platform helps businesses transform metrics into meaningful insights to drive high-value business decisions. It collects and analyzes customer feedback to provide actionable insights for improving customer experiences. Businesses can make informed decisions to enhance the customer journey by understanding customer sentiment and preferences.
Alida
Alida is a platform that enables businesses to capture the truth about their customers, driving improved experiences. It collects customer feedback through various channels and provides advanced analytics to uncover valuable insights. By understanding customers’ requirements and expectations, businesses can make data-driven decisions to enhance customer experiences and drive loyalty.
Microsoft: Dynamics 365 Customer Voice
Dynamics 365 Customer Voice is a platform that gathers and tracks customer metrics based on survey data, enabling real-time action. It allows businesses to create and distribute surveys to collect feedback and measure customer satisfaction. With built-in analytics and integration with other Microsoft tools, businesses can gain insights and take immediate action to improve the customer experience.
AnyRoad
AnyRoad is a platform for experiential marketing that assists firms in optimizing events, tours, and activations to increase brand loyalty. It enables businesses to create immersive experiences and gather feedback from participants. Businesses can make informed decisions by analyzing customer feedback to enhance the overall event experience and build stronger customer relationships.
Forsta
Forsta is a comprehensive experience and research technology platform that breaks down silos and connects customer experience (CX) and employee experience (EX). It enables businesses to collect feedback from customers and employees to gain a holistic view of the overall experience. By analyzing feedback from multiple sources, businesses can identify areas of advancement and implement strategies to enhance customer and employee experiences.
ClearlyRated
ClearlyRated is a platform that helps B2B service providers place the client experience at the heart of their growth strategy. It enables businesses to collect and analyze client feedback through surveys and testimonials. By understanding client satisfaction and loyalty, businesses can improve service delivery and strengthen client relationships.
HappySignals
HappySignals Experience Management for IT enables IT departments to track end-user experiences and demonstrate the value of IT to stakeholders. It collects end-user feedback to measure IT service quality and identify areas for improvement. By focusing on user satisfaction, IT departments can enhance employee experience and drive productivity.
Medallia
By fusing customer feedback, quality control, and coaching, Medallia Agent Connect offers insights into frontline staff performance. It collects and analyzes customer feedback from various touchpoints, such as surveys and social media. By providing real-time insights, Medallia helps businesses make data-driven decisions to enhance the customer experience.
Gainsight CS
Gainsight CS is a comprehensive platform for customer-centric organizations that drives customer success and engagement. It enables businesses to manage customer relationships and deliver personalized experiences proactively. By analyzing customer data and behavior, Gainsight CS helps companies to reduce churn, increase retention, and foster customer advocacy.
GetFeedback
GetFeedback is a flexible customer experience (CX) solution that captures feedback across all channels and provides in-depth analysis. It allows businesses to create and distribute surveys to gather customer feedback. With advanced analytics and reporting, businesses can gain insights to boost the customer experience and drive satisfaction.
Resonate
Resonate is a powerful Voice of Customer (VoC) and Experience Management platform that helps businesses accelerate customer delight. It collects customer feedback and provides advanced analytics to uncover insights. By understanding customer preferences and expectations, businesses can make informed decisions to improve customer experiences and drive loyalty.
Nicereply
Nicereply offers one-click CSAT, CES, and NPS surveys to collect immediate feedback and increase insights. It enables businesses to measure customer satisfaction and gather real-time feedback. By understanding customer sentiment, businesses can identify areas for improvement and take corrective actions to enhance the overall customer experience.
CustomerGauge
CustomerGauge enables B2B companies to collect feedback from multiple stakeholders and create custom dashboards. It provides a comprehensive view of customer feedback and helps businesses track customer loyalty and satisfaction. Businesses can drive improvements and foster long-term customer relationships by understanding customer preferences.
Retently
Retently helps businesses understand their customers and take feedback-based actions to improve experiences. It collects and analyzes customer feedback through Net Promoter Score (NPS) surveys. Businesses can implement strategies to increase customer satisfaction and loyalty by identifying promoters and detractors.
Experience.com
Experience.com is a customer experience management platform that empowers companies to understand and act on customer feedback. It collects and analyzes customer feedback to provide actionable insights. By leveraging real-time data, businesses can make informed decisions to enhance the customer experience and drive loyalty.
Final Thoughts
Discover the power of exceptional customer experiences with Thoughtworks. Their expertise in customer experience and digital transformation can help your business deliver unforgettable journeys for your customers.
Contact them now to unlock new opportunities, enhance your reputation, and stay ahead in today’s competitive market. Elevate your customer experience with Thoughtworks today!
