20 Best Customer Experience Management Solutions in 2024

During and after the COVID-19 pandemic, consumers have largely shifted in preferences and buying behavior, dropping off in engagement at weak points on websites, apps, or multichannel ad campaigns. Consumers now value their entire user experience from browsing to purchasing, and companies have segmented these touchpoints into further distinct behaviors. As early as campaign invites in multichannel settings, consumers are monitored from initial website clicks to website browsing behavior. Choke points are identified where the user hesitates, pauses, or completely abandons his/her experience.

Conversion rates, from the first purchase to becoming loyal customers, are monitored in user timelines, identifying key insights to adopt for future users. As one can imagine, all the details required to capture and retain customer attention and attraction to your website, products, and services are staggering, and only through customer experience management platforms can you efficiently do these at scale.

There are many emerging platforms that currently integrate CX management as part of their solutions or are used as stand-alone apps and programs that can be called by external APIs. This article will introduce the best customer experience management solutions, with an emphasis on their capabilities and unique features.

Calculating your churn rate gives you a good picture of where your business is heading. This phenomenon is common in subscriber-based service models where the customer base is mostly contractual.

A recent survey of United States industries’ customer churn rates showed that across the board, a significant percentage of customers have left their company’s services and moved to other providers, from 11% to 25%. The highest churn rates were found in the cable and general retail industries at 25% each.

These losses can be detrimental to a company’s immediate and future revenue, and a loss of a quarter of its profits can cause companies to struggle. Therefore, the importance of an effective customer management solution cannot be understated in keeping customers and ensuring business success. With that, here’s our list of the best customer experience management solutions in 2025.

Best Customer Experience Management Solutions in 2025

1. Zendesk

Zendesk is a complete CRM solution that encompasses the whole gamut of customer-related services to help you automatically handle all aspects of customer relations. It utilizes an omnichannel approach to customer support. Knowledge management is one of Zendesk’s strengths, and its help center functionality organizes institutional knowledge and empowers customers to find answers by themselves. Customer self-service is quick and easy on this platform.

Zendesk enables you to create and publish help articles and documentation that allow customers to find answers by themselves, reducing help and query tickets. The software can also provide automated responses through its Answer Bot which indexes and searches text hits across various channels to suggest relevant help documents or articles to your customers.

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Managing all customer and business information from one platform allows for automatic lead follow-ups, quick data exchange across teams, predicting sales volume and forecasting revenue, all in real time. Alerts, templates, and automatic tracking make work go faster and customers more engaged. All of your familiar apps are accessible through the Zendesk Marketplace.

The platform’s prebuilt dashboards empower your company to gain actionable insights using real-time sales metrics. You can analyze, monitor, and act based on your customer needs at any given moment. It all works across sales, service, and third-party systems with easy-to-use analytics and reporting.

Customer support management can be done via different channels, including instant messaging, live chat, social, email, or voice, making it simple for customers to get answers. Customers stay connected in all conversations regardless of channel. Integrated help centers and community forums can be built from the ground up for your customers using the software, enabling them to resolve issues on their own, and decreasing issue resolution times for your sales and tech support teams.

AI and bots provide intelligent support, providing customers with instant answers, decreasing your agents’ workload, and saving your company time and money. One advantage of these is that you can scale up your business without affecting AI and bot efficiency as they are just independent instances spawned by the system per user.

As a centralized hub, Zendesk makes it easier to track, prioritize, and respond to customers with one unified agent workspace. 1,000+ pre-built integrations within this environment enable your sales and CS reps to provide better and more personalized support. The more relevant customer data, including code and no-code functionality are integrated, the easier it is to help your customers.

Zendesk offers a free trial and the following packages: Zendesk Support Essential at $9/agent per month, Zendesk Support Team at $25/agent per month, Zendesk Support Professional at $59/agent per month, Zendesk Support Enterprise at $125/agent per month, Zendesk Support Elite at $199/agent per month, Zendesk Chat Lite at Free Zendesk Chat Team at $19/agent per month, Zendesk Chat Professional at $35/agent per month, Zendesk Chat Enterprise at $70/agent per month, Zendesk Talk Lite at Pay for usage only, Zendesk Talk Team at $25/agent per month, Zendesk Talk Professional at $59/agent per month, Zendesk Talk Enterprise at $110/agent per month, Zendesk Talk Partner Edition at $14/agent per month, Zendesk Guide Lite at Free Zendesk Guide Professional at $19/agent per month, Zendesk Guide Enterprise at $34/agent per month, and Zendesk Guide Answer Bot at $50 per month.

2. Alchemer

Alchemer is an industry-leading survey software platform for creating and managing surveys, questionnaires, forms, and other survey tools to collect feedback from customers and business partners. It helps turn customer feedback into transformative action plans. Suitable for both Enterprises and SMBs aiming to foster customer-centricity throughout their organizations, Alchemer does this through a centrally-managed secure platform.

The survey platform is not just for customer information gathering and analysis; you can also use the software for internal company surveys of employees. Its main strengths are in identifying high-value customers, which products really will hit the mark, and which actions will really succeed.

Your users can use the platform to do training on the Alchemer application, or take more specific training courses. Alchemer has self-paced e-learning courses for untrained employees to quickly learn how to create and operate survey builders. As a great bonus, Alchemer University offers these courses for free, which include product tours, first project creation, different types of questions, actions, logic, and style, survey testing and distribution, data gathering, and results reporting. The Alchemer Professional Services team can also help you with technical issues.

The platform can be applied to many aspects of your business, including voice of the customer, customer feedback, product development, market research, marketing, risk assessment, and partner programs. The main goal is to enhance customer engagement to improve identification, acquisition, and retention of more customers.

The solution translates dashboards into actionable insights that enable your employees to build the customer ecosystem where they engage with customers directly and incorporate them into their workflows.

Aside from offering a free trial, it has a free package and three other packages: collaborator at $49/month, professional at $149/month, and full access at $249/month.

3. Qualtrics CX

Qualtrics CX is an end-to-end customer experience management platform that has a scalable and customizable component called CustomerXM, the heart of the system. It is an enterprise-grade platform that boasts best-in-class security and compliance.

The system can capture real-time feedback with 27 channels and 128 data sources all feeding into CustomerXM, giving you a complete view of what your customers are thinking and feeling. As with predictive analysis platforms, its Predictive AI shows you exactly how to retain customers by uncovering trends, patterns, and key drivers of customer loyalty with their predictive intelligence engine, giving you a holistic understanding of your customers’ experiences. You can utilize prescriptive insights to improve areas that will maximize revenue. You can easily visualize these insights via customizable dashboards and roadmaps.

The system can perform automated actions and you can forward recommended actions to the best people and the right teams. A unified action system integrates drag-and-drop actions to automatically trigger other actions in your CRM, ticketing systems, messaging apps, and other parts of your platform. These make your customer experience more complete across all channels and across all types of help that they need.

You can also control team and department access to specific data points, making sure that each team gets the right data. Additionally, customers are not the only people you can use this platform for—employee engagement can also be measured by this software, allowing you to use the same features and capabilities to improve workforce efficiency and engagement.

The company has around 120+ partners, expert guidance through the XM Institute, and a team of industry-expert XM Scientists who can support you in adopting best practices and in answering all your technical queries. They can also tailor services to your company’s requirements.

Qualtrics CX has a free trial and a quote-based plan available from the vendor.

4. Verified Reviews

Verified Reviews is a trusted third-party company that offers review services for products and services of other companies. Its main goal is to help online consumers find trustworthy online stores. It provides a complete solution for collecting, moderating, and publishing authentic customer reviews of your business. Its authentic reviews also come with full transparency, and ratings and are all done by the customers themselves.

For your company, the platform manages customer feedback and allows for unbiased reviews to be published, giving your company real and honest insights into how well your products and services are perceived by customers, and what suggestions for improvement can be taken into consideration.

By leveraging its services, you can increase organic traffic, click-through rates through Google Seller Ratings, and eventual conversions of prospects to actual customers while optimizing your conversion rate. Content authenticity and data security come standard with the platform. A great benefit of the service is that your customers themselves can help improve your brand’s visibility and reputation. Reviews can bring positive ROI to your business, and this is automatically calculated by the platform.

Verified Reviews allows customers to make video reviews of your products or services and post them online, and there is no faster way to do so. This is because most consumers make informed purchase decisions after viewing videos. This leads to a higher conversion rate, getting you more customers.

The company has a high-expertise and dedicated team to help you with customer strategy, and they can support and develop co-created and customized products for your company. Small, medium, and large companies can use the platform as it is highly scalable.

Verified Reviews has a free trial and several paid plans: Silver at 99/month, Gold at 159/month, Platinum at 259/month, Diamond at 619/month, Ultimate at 1,299/month, and Infinite (contact vendor).

5. NICE inContact CXone

NICE inContact CXone is an enterprise-grade and cloud-based customer experience platform that scales securely and deploys quickly to service your global customers. Additionally, the platform has a strong suite of automation features exemplified by the NICE Robotic Process Automation and AI contact center solutions. These features help simplify service delivery and quicken issue resolution.

All customer digital entry points can be covered, and knowledge management can be done across search, websites, and mobile. You can guide customers and build their personalized journey with your company backed by AI-powered experiences.

NICE inContact CXone

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A customer-focused, purpose-built artificial intelligence engine powers the platform’s analytics and recommendations, ensuring quick and accurate data on your customers’ experience. The platform also allows you to help customers utilize smart self-service with AI, bots, and proactive human engagement.

In addition, it helps create a smarter and more meaningful experience for both your customers and your company’s contact center employees, and workforce optimization reports can help your service reps improve. The platform also has the NICE CXone CXexchange marketplace with single click access to pre-integrated certified partner applications and open APIs, enabling your company to pick and choose proven apps for your workflows and to develop your company’s apps for specific requirements.

The CXone contact center’s professional services is another plus of this platform. Your company can avail of CXsuccess Services for access to knowledge, processes, and best practices in achieving your contact center goals. The right people, tools, and technology at every step will definitely help you quickly improve in areas where you need to.

NICE inContact Cxone has a free trial and a quote-based plan depending on your needs.

6. Tremendous

Tremendous is an online platform for building flexible customer rewards and incentives programs. The platform can manage customer campaigns and monitor all customer data and behavior to provide them with a complete and memorable customer experience. The solution can be configured to allow customers to choose how they utilize their rewards from your loyalty or rewards programs and to track your overall spending on rewards.

How it works is that users transfer funds into their Tremendous accounts and then choose from the platform’s extensive catalog of incentives. These include prepaid cards, gift cards, or cash incentives in the form of cash disbursements, made possible through bank and PayPal transfers. Tremendous has many international partner banks to allow your system to do direct bank transfers in their local currencies.

The platform’s extensive coverage and scalability make it ideal for companies sending rewards in large amounts or in multiple small amounts.

Tremendous’ API boasts of easy and seamless integration with a wide list of applications, enabling your company to distribute survey rewards, manage customer rewards programs, and improve employee performance and morale. Its powerful dashboard is the centralized hub where you can monitor and track sales and customer incentives.

You can also configure the dashboards for bulk orders and set redemption rules and restrictions within the software. Both customers and your employees can be analyzed by this system to find out the best incentives and rewards programs for them to be more loyal to your brand, or to be more productive workers.

Tremendous has a free trial.

7. LiaCX

LiaCX is an all-in-one customer experience measurement solution, part of the Intouch Insight suite of solutions. Using this platform, you can discover customer insights, act on them, and increase customer satisfaction through their entire customer experience journey.

AI-driven action for learning customer behavior and preferences gives you the advantage of knowing exactly what customers think or how they feel about your products and services. Real-time dashboards and reporting make results visualization very intuitive and easy to understand and react to. You can also use external programs and integrations to enhance your CX platform. In addition, customer experience workflow automation makes it efficient to trigger actions across your entire organization.

Built-in survey capability allows you to do customer surveys, measure customer satisfaction, and visualize results against KPIs and metrics. In-depth analysis can be performed by drilling down into individual regions, departments, or service reps to uncover trends and insights. AI-driven modeling can help you predict customer satisfaction and adjust your processes accordingly through predictive analytics.

Its customer journey mapping program includes sentiment analysis, which gives great insight into what customers feel about your products, services, and even documentation, articles, and social media posts. You can take advantage of this knowledge to tweak your strategy, approach, wording, and tone.

A very valuable tool unique to this solution is the ability to manage mystery shopping activities as customers are encouraged to honestly report what they think—the layer of anonymity makes for truthful answers, and is very valuable as actionable insights. Mystery shopping data can lead to decisions on where and how to improve the customer experience.

Operational and compliance audits ensure that your company is obeying regulations and standards, and these are automatically activated in each step of your CX workflows.

The company has its own curated CEM Library and CX tools to help build flawless customer experiences. This solution has been applied to several industries, including the restaurant and QSRS, petro-convenience, grocery, retail, and hospitality industries, among others.

LiaCX has a free trial and a quote-based plan based on your needs.

8. SoGoCX

SoGoCX is a platform for omnichannel customer feedback collection and management. There are many tools contained in this solution that can help your company optimize your customer experience management strategy and grow your business.

Measurement of customer sentiment and monitoring how customers feel about your company, products, and services are performed across multiple channels. Customer profiling and customer segmentation/filtering allow you to identify the most profitable customer segments and focus on those for maximized revenue.

Using statistical analysis and trend analysis, you can make small course adjustments or predict and prevent potential problems in the future. Customer churn prediction allows you to know what factors cause customers to leave your service and why, and enables your team to design solutions to prevent it.

Online surveys and feedback gathering can always be done anywhere via quick links into any post, site, SMS message, form, app, QR codes for contact-free feedback, and social media. SogoCX has many message distribution options towards customers, including email invitations, quick SMS invites, embedded forms, etc.

Management of report creation, report distribution, and data visualizations help in business analysis and allow everyone to see what is going on in real time and to make intelligent business decisions. It also has efficient migration tools/services that allow you to import all data into the platform’s cloud architecture.

Anonymous feedback collection is also another important source of data—not all customers are comfortable revealing their identities, and anonymous feedback gives a lot of useful information you would not be able to obtain otherwise.
SogoCX has a free trial, and two packages, the Customer Experience package and the Employee Experience package, both available by quote.

9. Smartlook

Smartlook is a software solution that provides powerful qualitative data analytics on consumer engagement on your entire company’s platform, including engagement with your websites and apps. Powerful qualitative insights can be obtained from session recordings of users, with advanced filtering capabilities taking you right to the critical moments. Coupled with event-based analytics, you can accurately identify choke points in your service. Recordings of all the drop-offs are your revenue leaks—you can take action to plug these leaks.

One of Smartlook’s advanced mobile app analytics features is funnels, which allow you to see where your service went wrong with the customer in the UX or implementation and to discover undetected problems. Multiple dashboards help you analyze user behavior from one central viewpoint powered by an AI engine, enhancing accuracy and efficiency.

A unique feature of this software is heat mapping, which assigns color codes in activities, giving you instant overviews and answering questions about your most crucial page elements, how far and how long your users click and scroll, and where they drop off from interacting with your website.

The platform has what it calls customer “behavior flows” where you can visually map out how your users move on your website pages or apps and where you lose them on your site and apps. These drop-offs are called funnels, which help identify pages or parts of your apps that need improvement.

The software boasts of fast setup and smooth integration via GTM and plugins. Smartlook can easily integrate with your own technology stack with more than 50 integrations, making the need for software developers unnecessary. Mobile analytics automatically take into account mobile user consent under data privacy regulations (GDPR, CCPA, and SOC 2 compliance), a very important aspect of international legal compliance.

Smartlook has a free trial and the following plans: Startup at $31/month, Business at $79/month, and Ultimate with pricing available from the vendor.

10. Yotpo

Yotpo is an ecommerce marketing platform that has a powerful suite of customer-related services that helps win life-long customers. Its main strengths are in its functionalities for customer reviews, SMS marketing, customer loyalty, referrals, subscriptions, and visual User Generated Content UGC). In addition, the platform supports more than 25 languages, catering to a wide variety of customers and locations.

Visual UGC is content from users in the form of videos, images, and photos. Its visual marketing feature can showcase customer photos and videos across the buyers’ journey, enhancing customer trust in your products and services.

The app’s SMSBump program helps engage shoppers and aims to convert them into loyal customers via positive mobile experiences. It also helps drive sales and make instant connections with potential customers by sparking engagement.

The platform allows you to create custom-tailored loyalty and referral programs, allowing for increased life-long customers and repeat business. Your own tailored and customized subscription offerings are easy to add and allow you to boost recurring revenue, motivate customers with rewards and turn them into your own brand advocates who advertise for you on their own initiative, developing community advocacy.

Its ecommerce marketing functionality supports more than 15 ecommerce platforms and connected solutions, allowing you to develop your campaigns straight away with no additional learning curve. Integrations are seamless with the tech and apps you already use, eliminating learning curves with software your staff are not familiar with. The platform is GDPR compliant and SOC2 and Privacy Shield approved.

An important tool this platform has is its loyalty ROI calculator, which measures and predicts the revenue you can get or potentially obtain from loyalty programs, marketing campaigns, and other customer-related activities you have planned. This allows for quick simulations, planning, and adjustments as you drive your campaigns.

Customer reviews and content are collected and displayed using the power of AI and easy-to-use analytics dashboards. Reviews help increase conversion by showcasing your customers’ authentic reviews, as it is generally known that potential customers tend to believe other people who give realistic reviews. Their practical guides include the Google Shopping Guide, which is essential as Google is the main search engine people use every day. It also has an active Google Partnership and Walmart syndication for more sales and marketing and revenue options.

Yotpo has a free trial, a free plan, and three packages, the Powerhouse, Visual Marketing, and Enterprise packages, all available by quotation.

11. Podium

Podium is a cloud-based software platform for customer workflow management that includes customer messaging, customer feedback management, online reviews, selling products, and requesting payments.

The platform’s customer reviews management software makes your customer reviews your company’s competitive advantage. Leaving reviews is effortless for the customer via simple review invitations through text.

The platform can collect lead information before the conversation even starts, conversion rates increase as you turn satisfied customers into your company’s biggest brand advocates. These are smoothly facilitated by one easy-to-use dashboard where you can automate customer review invites and manage your surveys and forms across multiple sites. Card readers are another option you can consider—these make gathering reviews and opt-ins easier to implement.

Podium is very adept at capturing website leads. Its Webchat feature helps you generate more inbound leads from your website, and with text persistence, a chat history will always be available long after they leave your websites. On top of this, customers will know they are talking to a real human instead of a chatbot, delivering a more personalized customer experience. It also allows you to automatically collect their names and phone numbers, increasing lead conversion rates.

Text marketing is one of the platform’s strengths—Its powerful single text campaign can give instant results with just a single line of text. The platform enables you to have a less than one minute response rate, quite a huge advantage as most customers seek instant answers. Pre-prepared answer templates can be set up and automated as needed. Efficient message handling helps you minimize back and forth conversations with your customers

Personal Inboxes help you manage all messages in one place, and messaging through Podium is always available within all channels, no matter where your business activities are found. Contact profiles allow you to see every customer’s individual activity, as well as overall customer behavior as a snapshot of your business.

Seamless payment processes make it easy and convenient for customers to pay using major payment methods and payment tools, even text payments, which allow customers to pay through a single text.

Podium has a free trial and a quote-based plan.

12. Contactually

Contactually, now part of the Compass suite of solutions, is a cloud-based intelligent customer relationship management platform designed and honed specifically for the real estate industry.

The software tool allows companies to oversee and manage communications with customers and business partners within an easy-to-use and intuitive interface. The software is ideal for small and medium-sized construction, real estate, and building companies to manage communications with their contractors, collaborators, suppliers, freelancers, and retail customers.

Ease of use of the software tool is its main strength, which is shown in the ease of contact import, creation of categories for contacts, user templates, account merging, and automating actions.

Team members can share contacts and perform specific roles assigned to them within your task and customer workflow framework. You can easily assign users access to advanced features such as bulk messaging, quarterly business and usage reviews, customer targeting, market segmentation, and a comprehensive library of knowledge bases and articles, among others.

The company’s usability and knowledge-sharing principle allow your company to get access to trained experts and dedicated customer success managers, training and coaching sessions, and other materials that can help you manage your customers’ overall journey and experience. Their customer support team is quite knowledgeable and gives fast assistance regardless of the plan you availed of.

Its open API infrastructure allows developers and your own team to design custom integrations. Contactually has a free trial and three plans: the Basic plan at $45/month, the Professional plan at $69/month, and the Accelerator plan at $119/month.

13. Hotjar

Hotjar is a platform designed for measuring product experience insights about customer behavior analytics and feedback data. Its multi-device support allows your users to use all features on desktop, mobile, and tablet versions of your website. Surveys are easy to conduct with the use pf prebuilt survey templates, saving you time and effort in creating and deploying customer surveys. Smart visitor targeting allows you to generate customer-specific data quickly and accurately.

One powerful feature of this software is the Heatmaps function which visually represents which websites users click, scroll in, and move on in your website platform, allowing your company to learn how users really behave and to identify which websites or parts of web pages to optimize for the best user experience. Potential sales or lead conversion can also be determined from the heat maps you obtain.

Customer session recordings are valuable sources of consumer preference and behavior data, but they can be quite tedious to scroll through and process for each customer. Hotjar has automatic functions that allow you to extract and share the most meaningful parts of your recordings by cutting out unimportant snippets and saving them into special collections for further insight analysis.

Dedicated team workspaces for specific projects or specific parts of the user journey allow for more focused work on problem areas in your customer workflows and quick problem-solving.

Your user metrics are the most important data and may indicate successes or problem areas. A high-level view of user data allows you to spot issues before they become serious problems. You can easily identify trends and discover deeper insights in real time from one dashboard.

Hotjar is compatible with and connects smoothly with thousands of popular apps, allowing more automation and increased efficiency, with no coding required. One-clock setup of WordPress, Google Tag Manager, and many other platforms is a breeze. And as for data privacy and security, Hotjar is GDPR and CCPA compliant out of the box.

Hotjar has a free trial and four plans: BASIC, which is free, PLUS at $29/month, BUSINESS at $89/month, and AGENCY, available by quotation.

14. Appcues

Appcues is a cloud-based, flexible, and no-code CRM platform that takes care of your customer workflows to increase customer activation, reduce time to value, and drive feature adoption. These help create a seamless customer experience across diverse channels.

You can create personalized welcomes and targeted checklists to guide new users in their customer journey to understanding and appreciating your products and services. Targeted experiences to the right customer segments at the right point of their journey increases sales, upsells, and conversion rates.

Detailed reporting measures the impact of your mappings and promotions on key user segments like trial users or newbie users. You can identify when and where users go from free to paying users and later, lifelong customers. It is good to exploit those insights to gain even more evaluators who become converted as your brand champions.

This is known as personalization at scale—you keep detailed information about all of your customers as your business grows, all handled by the platform transparently and effortlessly.

You can set priorities of activities and campaigns based on user feedback and insight. From these insights collected from in-app surveys and net promoter scores (NPS), you can help improve your user experience. These include building personalized product experiences, as early as customer lead onboarding through adoption, retention, and brand identification.

Appcues also connect to your tech stack and allows you to use your existing CRM and other business platforms concurrently.

Appcues has a free trial and three plans—Starter at $69/month, Standard at $99/month, and Enterprise starting from $2,500/month.

15. InMoment

InMoment is a cloud-based platform that is used for customer experience (CX) optimization and customer experience improvement (XI). The platform allows companies to perform customer surveys and gather customer feedback from multiple channels and enables easy handling of enterprise customer workflow management. This can also be used to collect and analyze your employees’ feedback, enabling better company management and performance.

XI goes beyond traditional customer experience (CX) management and combines data, leading-edge technology, and human expertise to improve areas where customer, employee, and business needs intersect. Customer feedback includes text messages, voice, and video.

The platform allows you to create a customized CX strategy and design for your entire site and all of your channels. Survey and data collection are easy to do and these are integrated into their analytics modules, allowing you to gather customer behavior insights from text and advanced analytics.

You can view these analytics data and insights easily via the platform’s dashboards and reporting functions, making it easy to make quick real-time decisions as customer behavior evolves. Action and case management are convenient to implement and automate, allowing for quick resolution with minimal need for human intervention.

Predictive modeling and text diagnosis enhance predictive analytics, and this allows your system to adjust to shifting conditions and changes in customer preferences. You can also take advantage of social media integration to capture and analyze customer opinions and reviews.

InMoment has a free trial and a quote-based plan.

16. WalkMe

WalkMe is a cloud-based no-code digital adoption platform used for customer workflow management to help your customer’s experiences become simpler and more cohesive across your website and enterprise applications. You can leverage real-time customer data to get insights on where users are struggling, and take immediate steps to remedy these. Data-driven action can fix issues where things are not working or where there are bottlenecks across all workflows and applications.

It can also be used by your employees to help facilitate the best experience for your users by creating personalized, simplified, and automated experiences. WalkMe’s no-code digital adoption platform enables organizations to leverage data to take immediate action to simplify user experiences across your enterprise applications.

It makes sure your existing software can be properly integrated and used right away, eliminating costly learning curves. With the platform, you can easily prioritize and manage your digital adoption initiatives.

The platform also includes an interconnected ecosystem of partners and experts, network of global system integrators, independent software vendors, and agencies. A community of DAP professionals is a great place for your staff and management to share information and learn best practices from.

WalkMe has a free trial, a free plan, and a quote-based plan.

17. Salesforce Community Cloud

Salesforce Community Cloud is part of the Salesforce suite of programs. It is a social platform builder designed to manage workflows from communication and action among an organization’s employees to customer experience management.
Sales Cloud offers web-to-lead functionality, which covers the first part of the customer experience as they navigate your website. The platform facilitates easy one-to-one connection with every customer across multiple channels on any device.

Personal member scoring can be performed to enhance analyses of the entire customer journey across customer segments.

Business Integration is flexible and customizable, and its smooth integration with numerous software apps, including your existing apps and systems, makes everything seamless and transparent.

Sales force automation can be programmed into any part of your customer experience, saving time and minimizing slow manual input and processing. Dashboards and reports allow for quick decision-making as you adjust your workflows to improve customer experience.

You can avail of resources from its community groups, knowledge base and Q and A articles, topics pages, and customer support.

WalkMe has a free trial and a quote-based plan.

18. xSellco Feedback

xSellco Feedback is a cloud-based feedback management tool for online businesses. It is an automated tool that requests feedback for your products from your online customers on sites such as Amazon and eBay. It can be classified as an ecommerce customer service help desk that uses intelligent AI feedback software to perform automated tasks as well as manage customer feedback analysis.

Its applications include customer support, AI ticketing, customer feedback gathering, free live chat, and CRM functions. It has intelligent timing of request delivery and can perform this over multiple channels that your customers use.

The software can be automated to perform instant product repricing according to market demand or customer satisfaction. Your customer support team can respond to every message in seconds owing to accurate and fast automation controlled by the parameters you have set in your business rules.

Customer loyalty and rewards programs can be easily set up in this system, giving you more loyal customers, repeat business, and higher revenue. Conversely, you can program the system to blacklist reviewers who habitually give very negative reviews, giving a more accurate view of your overall customer satisfaction scores.

xSellco has a free trial and three plans—the Basic Plan at $49/month, the Professional Plan at $99/month, and the Premium Plan at $199/month.

19. Intercom

Intercom is an all-in-one customer communications platform that is used for managing entire customer journeys in your company. It helps build customer relationships utilizing several tools to ensure personalized, messenger-based experiences across diverse communications channels.

Its tools include live chat and proactive messaging to engage the customer during and after interaction with your company. For practicality, chatbots can also be utilized by people who prefer them, minimizing the need to utilize precious human resources.

Integrations and Messenger apps and open APIs enable you to start using your usual tools and apps, knowing they will work fine with Intercom. AI-powered conversational insights are obtained automatically by the software, and coupled with good reporting tools, will enable you to view dashboards and make more accurate decisions. An integrated knowledge base will help your employees to get up to speed on important technical and market realistic data, increasing your customer prospects and revenue.

Intercom has a free trial and the following plans: Respond at $53/month, Engage at $53/month, Educate at $49/month, Live Chat for Sales at $106/month, Customer Engagement at $53 /month, and Customer Support
at $102 /month.

20. Oracle CX

Oracle CX is a cloud-based centralized content management system that provides digital asset management tools, including video creation tools. Customer workflow management can be performed to personalize customer experiences using smart content, media, and recommendations.

Oracle CX has a powerful content wizard that greatly helps creation and publishing of content and documents, including product or service articles, landing pages, emails, service and support materials, blogs, knowledge base articles, among many others.

Smart tagging allows content to be accurately indexed and searched by eliminating content tagging errors. This is done with the aid of AI, which processes your content and data and for classification using image recognition and natural language processing (NLP).

These also make it much easier to find the content you need, including video content, using specific keywords and even visual search. Your user audience profile data from other applications, including your websites or external data providers, can be input into the content management recommendations engine to help personalize customer experiences.

Oracle CX has a free trial and a quote-based plan.

Customer Experience Management Solutions and the Future

As we have seen on this list of the best customer experience management solutions, innovation has steadily been introduced over the years into our customer experience management workflows, from surveys and data analysis to automated feedback and video analysis, and even to AI-powered sentiment analysis and recommendations. All these have increasingly become more integrated into the concept of the complete 360-degree customer experience.

As we increasingly scale our businesses and learn more from our customers, integrating even more ideas and areas of our business into the entire customer experience workflow will become increasingly important. A definite trend that will continue is the acquisition of smaller but efficient players by bigger companies, strengthening their platforms with niche software that are very good at doing a certain small aspect of the enterprise.

As competition heats up, customers will grow increasingly demanding, so plugging all the leaks in CX places in our websites, apps, and channels will be a constant activity. Fortunately, visualization tools like powerful dashboards, heat maps, and customer funnels can help us identify weak links quickly and fix them. Automation will be crucial to maintaining fast responses to customer behavior, demanding real-time action with greater frequency.

Looking back at this list of the best customer experience management solutions, you can shorten the search further by running the free trial of the top app on the list, Zendesk. Whether you settle for it or not, you would have gained a good idea of the gaps that you still need to fill in. In any case, you may check out the pros and cons of Zendesk to learn more about it in detail.

By Nestor Gilbert

Nestor Gilbert is a senior B2B and SaaS analyst and a core contributor at FinancesOnline for over 5 years. With his experience in software development and extensive knowledge of SaaS management, he writes mostly about emerging B2B technologies and their impact on the current business landscape. However, he also provides in-depth reviews on a wide range of software solutions to help businesses find suitable options for them. Through his work, he aims to help companies develop a more tech-forward approach to their operations and overcome their SaaS-related challenges.