Best Customer Experience Management Software in 2025

Customer experience management (CEM) tools are invaluable for companies so they can build profitable long-term relationships with their customers. However, how do you do educated comparisons to select the best customer experience management tools given the plethora of platforms out there? To help you, we give you this guide which details what is customer experience management software and discusses the features and elements you should look for.

We advise you to start your search for the best customer experience management tools by trying out the features of leading apps. You can do this by registering for the free trials or demo offered by leading customer experience management software providers. Visit the websites of these popular CEM software solutions to find out if there is a free trial you can use: Qubit, Qualtrics, and Satmetrix. These products have been given high rankings in our customer experience management software reviews. You can do a general comparison to select the most fitting application for your needs.

• Startups, small businesses, and medium-sized companies can use CEM software to get actionable insights from customer data.
• Large enterprises and multi-level organizations can also utilize this type of solution to build customer loyalty.

• Qubit: Qubit provides a blank canvas for companies to deliver their big ideas. They can win and retain their best customers through persuasive personalization.
• Qualtrics: Qualtrics enables you to capture customer, product, brand, and employee experience insights in one place. Plus, you can track, respond to, and improve every interaction along the customer journey.
• MindTouch: A cloud software that offers self-service customer experiences. It helps to increase web traffic, build customer success, and enhance engagement with your brand.
• Satmetrix: This app combines technology, data, and expertise to deliver CEM success. Companies can use it to measure, manage, and enhance performance and customer retention.
• Clarabridge: This software is used by hundreds of top brands to understand and improve their customer experience. With this app, you can listen everywhere, analyze everything, and engage everyone.

Customer experience management software tools can be placed in the following categories based on their approach to improving the customer experience:

• A/B testing and personalization: Top vendors include Evergage, Qubit, and Oracle Maxymiser
• In-page web analytics: Leading vendors are IBM Tealeaf and ClickTale
• Content management: Top providers are MindTouch, Magnolia V5+, and Adobe Experience Manager
• Help desk/self-service: Leading apps are Zendesk and Oracle Service Cloud
• Survey and form building: Popular solutions are Satmetrix and Qualtrics

• Customer management: You can easily view and track customer details and quickly access info on customer issues. Leading CEM solutions offer a full company and contacts database.
• Ticket management: This feature offers visibility into all customer tickets and helps you to prevent issues slipping through the cracks. Plus, you get customizable automations and ticket routing as well as conditional custom fields.
• Products and inventory: Includes an integrated product database for easy tracking. You can see what products/versions customers have as well as associate products with customers and contacts. In addition, you can track customer issues by product and link feature requests and bugs to tickets.
• Collaboration and teamwork: You can collaborate easily with your team members using internal communication tools and shared calendar with task assignment details.
• Robust integrations: Seamless integrations with popular business systems eliminate duplication of effort. You can improve collaboration and productivity across teams. Integrate the CEM software with CRM, developer tools, and other business apps. Make use of the API to integrate with internal systems.
• Customer self-service: Customers can get answers 24/7 by using the Wiki, community forums, and knowledge base.
• Reporting and analytics: The reporting feature places business intelligence at your fingertips. CEM software offer detailed metrics for real-time customer insights.

• Minimize customer churn: Your competitors are constantly wooing your customers with better offers and prices. CEM software helps you to understand your customers’ needs and provide a delightful experience that will make them stay with you for a long time.
• Enhance customer satisfaction: With CEM software, you can make your customers happy and loyal to your brand. They will stick with you even if your competitors offer cheaper prices.
• Get business referrals and brand evangelists: Research reveals that companies that invest in customer experience get rewarded with higher customer satisfaction and referral rates. Use CEM software to turn your loyal customers into brand evangelists.
• Create a different customer experience: Create an amazing experience your customers will never forget so that they will keep returning for more. Differentiate your customer service from the humdrum ones offered by most companies.
• Provide valuable insights. The data gathered from the different stages of your customers’ journey are valuable sources of information to boost your sales and marketing strategies.

Internet of Things (IoT)

IoT is expected to connect all the products and devices of companies. This will provide advantages such as greater access to data which businesses can use to personalize customer experience. Plus, improved user experiences will benefit customers. The challenge for vendors is to make IoT devices more secure.

Chatbots for self-service

Most customers do not wish to wait for a long time to get answers. To address this issue, companies are using chatbots for communication and to customize the user experience. Chatbots offer a direct communication channel with a company. Plus, they can make logical decisions about customer needs based on their recorded actions. Finally, they can help to save money as they address customer queries at a reduced cost per contact.

Voice feedback

Customer feedback and reviews find a new channel. Voice feedback is on the rise as digital voice assistants continue to make their way into various smart devices, and their users continue to grow as well.

Consistent customer experience

Research shows that customers are not bothered about singular touchpoints but rather give importance to cumulative experiences over multiple channels and touchpoints. Therefore, businesses need to concentrate on the entire customer journey and not just individual experiences. They should empower their marketing, sales, and support teams to collaborate together to offer a unified and consistent customer experience.

Using the right technology

To deliver personalized experiences, you need to use the right technology. Start by being clear about the type of experience you wish to provide. Then, find the technology to make the experience better and more efficient. Small businesses can use basic customer satisfaction software and email marketing solutions. Larger enterprises can explore the advanced suites offered by leading vendors such as SAS, IBM, Adobe, Salesforce, and Oracle.

Augmented reality is being considered as another way to deliver an innovative and unique customer experience. This technology is currently being used by furniture and decoration businesses through which their customers can digitally place the products they are planning to purchase into their homes using their smartphone’s camera.

AR technology, when used correctly, takes convenience to the next level and enhances the online shopping experience. Customers no longer have to go to physical stores to have a realistic visualization of the product. It also eliminates the doubts of getting a product that does not really fit into their physical environment. As for the business, this can help reduce return rates and unhappy customers.

Customer experience is taking the forefront of business priorities and here are some interesting numbers from various studies:

• According to B2B companies, customer experience is the most exciting business opportunity, beating marketing, video marketing, and social media.
• 86% of customers are willing to pay more for better customer experience.
• 80% of businesses are now more willing to invest in the omnichannel experience as compared to only 20% in 2010.
• 90% of companies plan to invest in AI and machine learning technology within three years to enhance the customer experience.
• 84% of customer-centric companies now prioritize delivering a seamless mobile experience.
• 67% of customers will opt for self-service customer support options.
• 91% of customers prefer using knowledge bases to answer their queries.
•  72% of satisfied customers will share their experience with at least six people.
• Only 1 out of 26 unhappy customers will complain or leave negative feedback or review.
• 1 out of 3 customers will abandon a product or brand after one negative experience.