Date: September 20, 2024No matter how good your product or service is, a great customer experience is essential for long-term success. A recent study found that 42% of customers are willing to pay extra for an exceptional experience. That’s why it’s important to invest in a customer experience management platform (CXM platform).
In this blog, I will review the top 10 customer experience platforms available today. I will dive into their key features, pros and cons, and pricing. I will also share tips on how to pick the best CXM platform for your needs.
: Customer Experience Marketing: 7 Strategies to Improve Customer ExperienceWhat Is a Customer Experience Management Platform?
A Customer Experience Management Platform (CXM platform) helps businesses enhance and manage how customers interact with their brand. It gathers and examines feedback, behaviors, and preferences from different sources like websites, social media, and support services.
With a CX platform, companies can better understand what customers need, personalize their experiences, and quickly resolve issues, leading to greater satisfaction and loyalty. It also helps simplify communication and ensure that every customer interaction meets their expectations.
When picking a customer experience platform, I advise you to choose one that easily integrates with your existing tools and offers real-time analytics. A flexible CXM platform that connects smoothly and provides valuable insights will help you enhance customer experiences and make informed, data-driven decisions.
How to Choose a CXM Platform?
As someone experienced in customer experience management, I can tell you that choosing the right CXM platform can make a huge difference in how you engage with your customers. Here are six key factors I recommend considering:
1. Ease of Use
Select a CX platform that is easy for both your team and customers to use. A user-friendly interface requires minimal training, allowing your team to start using it effectively right away. This simplicity leads to smoother operations and happier customers, as everyone can navigate the system with ease.
2. Integration Capabilities
A great customer experience management platform (CXM platform) should easily connect with your existing tools, like CRMs, marketing software, or analytics systems. The integration ensures that data flows smoothly between systems, giving you a clear view of customer behavior.
3. On-demand Scalability
Choose a CX management platform that can grow as your business expands. Scalable solutions adapt to increasing customer numbers and changing needs, so you won’t need to switch platforms later. This flexibility is important for keeping up with your business’s growth without interruptions.
4. Real-Time Analytics
The best customer experience- CX platforms offer real-time data and insights. Look for features that provide comprehensive reports and analytics, so you can make quick, informed decisions. Tracking customer journeys in real time helps you fine-tune interactions and improve overall service.
5. Personalization Features
Opt for a CX platform that allows you to personalize customer interactions. Tailoring communications based on customer data can greatly boost loyalty and engagement, leading to better retention rates and more satisfied customers.
6. Security and Compliance
Ensure that your customer experience management platform adheres to relevant security standards and industry regulations. Protecting customer data is critical for maintaining trust and avoiding potential legal issues.
By considering these factors, you can select the right CX platform that fits your business needs and enhances customer satisfaction.
10 Best CX Management Platforms
Here are the top 10 customer experience management platforms I’ve found. Each one offers unique features and is tailored to different industries and needs. Let’s take a closer look at each of them.
| Brand Name | Rating | Key Features | Pricing |
|---|---|---|---|
| Zendesk Suite | Ticketing system Support channels Agent workspace Reporting and analytics | Suite Team: $55 per agent per month Suite Growth: $89 per agent per month Suite Professional: $115 per agent per month Suite Enterprise: Custom quote | |
| Qualtrics XM | Omnichannel support Workflow automation Real-time and historical reports Customer surveys | Qualtrics offers Pay-as-you-go pricing | |
| Microsoft Dynamics 365 | Knowledge base Case management Self-service portal AI-powered insights | Professional Plan: $50 per user per month Enterprise Plan: $95 per user per month Digital Messaging and Voice Add-in: $90 per user, per month (requires Enterprise license) Customer Insights: $1,700 per tenant per month | |
| HubSpot Operations Hub | Workflow automation Self-service portal Customer feedback surveys Customer portal | Free: Basic features and shared mailbox Starter: Starting at $20 per month, per seat Professional: Starting at $800 per month, includes one seat Enterprise: Starting at $2,000 per month, includes one seat | |
| Birdeye | Omnichannel customer support Real-time and historical reports Self-service portal 1,500+ apps and integrations | Starter: $299 per month for one location Growth: $399 per month for one location Dominate: Custom pricing for enterprises |
After extensive research and analysis, we have curated a list of customer experience platform. These software are carefully selected based on usability and satisfaction scores, including features, ease of use, customer support, ratings, and reviews from SoftwareSuggest, G2, and Capterra. Our aim is to assist businesses in identifying the most suitable software to streamline their operations.
1. Zendesk Suite
Zendesk Suite is an all-in-one customer experience management software that boosts customer support and engagement. As a cloud-based CX platform, it brings together interactions from email, phone, chat, and social media in one place. Besides, features like a ticketing system, live chat, and knowledge base management make customer service smoother.
Additionally, with tools such as Zendesk Talk and Zendesk Sunshine, it offers personalized experiences and easy management of customer relationships. To sum up, this CX management platform is perfect for businesses looking to improve support and satisfaction.
Key Features
- Ticketing system
- Support channels
- Agent workspace
- Reporting and analytics
- Third-party Integrations
- Knowledge base
- AI capabilities
Pros
- Provides a unified platform for managing diverse customer interactions effectively.
- AI-driven tools automate processes and enhance customer experience personalization.
- Extensive integrations and a 360-degree view enable comprehensive customer insights.
Cons
- It can become costly as the number of agents increases significantly.
- Customization options may require technical expertise for complex setups.
Pricing: Zendesk Suite CXM platform offers four pricing options as outlined below:
- Suite Team: $55 per agent per month
- Suite Growth: $89 per agent per month
- Suite Professional: $115 per agent per month
- Suite Enterprise: Custom quote
*Pricing as of 20-09-20224*
2. Qualtrics XM
Qualtrics XM is a top customer experience management platform that helps businesses understand their customers better. It brings together different communication channels and data sources to give a complete view of customer interactions.
With features like conversational analytics and omnichannel access, it helps businesses personalize their customer interactions. Plus, its iQ predictive intelligence engine forecasts customer trends and behaviors, making it perfect for companies looking to improve their CX strategies with smart, data-driven insights.
Key Features
- Omnichannel support
- Workflow automation
- Real-time and historical reports
- Customer surveys
- Social media listening
- Qualtrics iQ AI engine
- Integration with CRM and marketing tools
Pros
- Comprehensive data collection across multiple channels enhances understanding of customer behavior.
- A predictive intelligence engine helps anticipate customer trends and personalize interactions.
- Integration with existing tools simplifies CX management and boosts efficiency.
Cons
- The pay-as-you-go model may lead to unpredictable costs based on usage.
- The platform's complexity can be overwhelming for businesses new to CXM.
Pricing: Qualtrics offers Pay-as-you-go pricing. It means, you will be charged per interaction, such as survey responses and video minutes.
*Pricing as of 20-09-20224*
3. Microsoft Dynamics 365
Microsoft Dynamics 365 is a powerful customer experience management platform (CXM platform) that helps improve customer service and insights. It includes features like a knowledge base, case management, and support across different channels.
Designed for businesses of all sizes, Dynamics 365 integrates easily with other Microsoft tools and third-party apps. Whether you want to simplify customer service, collect feedback, or get detailed insights, Dynamics 365 offers a complete CX management platform to fit various business needs.
Key Features
- Knowledge base
- Case management
- Self-service portal
- Omnichannel support
- AI-powered insights
- Reporting
- Customer feedback collection
Pros
- Seamless integration with other Microsoft products enhances workflow efficiency.
- AI-driven insights provide actionable recommendations to improve customer service..
- Omnichannel support ensures consistent customer experience across various platforms.
Cons
- Higher costs for advanced features may not fit all budget levels.
- The complexity of features may require significant training for effective use.
Pricing: Microsoft Dynamics 365 offers several tailored pricing options as outlined below:
- Professional Plan: $50 per user per month
- Enterprise Plan: $95 per user per month
- Digital Messaging and Voice Add-in: $90 per user, per month (requires Enterprise license)
- Customer Insights: $1,700 per tenant per month
*Pricing as of 20-09-20224*
4. HubSpot Operations Hub
HubSpot Operations Hub is a powerful customer experience management software solution that makes handling customer interactions easier and more effective. It works smoothly with HubSpot’s CRM and offers features like workflow automation and customer feedback management.
With Operations Hub, businesses can track customer journeys, set up feedback channels, and automate data analysis to gain useful insights. Its flexible pricing plans mean businesses of all sizes can find the right tools for improving customer satisfaction and loyalty.
Key Features
- Workflow automation
- Self-service portal
- Customer feedback surveys
- Customer portal
- Data organization
- Feedback processes
Pros
- Streamlines workflow automation and improves operational efficiency across teams.
- Integrates with HubSpot CRM, providing a unified view of customer interactions and data.
- Offers detailed analytics to pinpoint customer journey pain points and opportunities.
Cons
- Higher pricing tiers may be costly for small businesses or startups.
- Initial setup and customization can be time-consuming for new users.
Pricing: HubSpot Operation Hub is available in four different variants as below:
- Free: Basic features and shared mailbox
- Starter: Starting at $20 per month, per seat
- Professional: Starting at $800 per month, includes one seat
- Enterprise: Starting at $2,000 per month, includes one seat
*Pricing as of 20-09-20224*
5. Birdeye
Birdeye is an all-in-one customer experience management platform that boosts your online reputation and simplifies customer interactions. It combines automation and various tools into one system, turning reviews and survey responses into useful support tickets.
Moreover, with features like competitive benchmarking, automated surveys, and live chat, Birdeye helps businesses offer great customer service and stay connected with their audience. It’s especially good for handling feedback from sources like Google, Yelp, and Facebook, making it perfect for improving your online presence and customer care.
Key Features
- Omnichannel customer support
- Real-time and historical reports
- Self-service portal
- 1,500+ apps and integrations
- Ticket management
- Unified inbox for messaging
- BirdAI for sentiment analysis
Pros
- Automates ticket creation from customer reviews for efficient issue resolution.
- Integrates with over 1,500 apps, enhancing connectivity and workflow.
- Provides real-time feedback and competitive benchmarking to improve service.
Cons
- Reporting and analytics are less comprehensive than those of other CXM platforms.
- Pricing may be high, especially for enterprises with multiple locations.
Pricing: Birdeye offers three pricing options as below:
- Starter: $299 per month for one location, including basic review and listing management.
- Growth: $399 per month for one location, adds messaging, surveys, and basic analytics.
- Dominate: Custom pricing for enterprises, including all features and advanced reporting.
*Pricing as of 20-09-20224*
6. Salesforce Service Cloud
Salesforce Service Cloud is a top customer experience software that helps businesses improve customer service and simplify their processes. It works well with other Salesforce tools, offering powerful CRM and advanced analytics. This CX platform is great for big companies wanting to bring all their customer data together and boost service efficiency.
Nevertheless, while it’s flexible enough for various business sizes, its high cost usually means it’s best for larger organizations. Salesforce also provides detailed insights into customer behavior and service performance.
Key Features
- Case Management
- Omnichannel case routing
- Telephony integration
- Real-time Analytics
- Self-service options
- Field service management
- AI-driven insights and recommendations
Pros
- Advanced analytics offer deep insights into customer interactions and service efficiency.
- Seamless integration connects marketing, sales, and support under one platform.
- Scalability allows businesses to adapt the platform to their growing needs.
Cons
- High pricing may be prohibitive for smaller businesses or startups.
- Complexity can require significant training and adjustment for new users.
Pricing: Salesforce Service Cloud offers four primary pricing options as below:
- Essentials: $25 per user per month
- Professional: $75 per user per month
- Enterprise: $150 per user per month
- Unlimited: $300 per user per month
*Pricing as of 20-09-20224*
7. Adobe Experience Manager
Adobe Experience Manager (AEM) is a top customer experience management platform from Adobe. It offers powerful tools for managing content and digital assets, helping businesses create personalized and engaging experiences.
AEM allows companies to customize content based on user behavior and location, using detailed analytics and testing to refine strategies. This CX platform improves how businesses create and manage content across different channels, ensuring a smooth and effective customer journey.
Key Features
- Omnichannel support
- Role-based user permissions
- User monitoring
- Multi-site management
- Robust security
- Adobe analytics
- Adobe campaign
Pros
- Offers powerful tools for creating and managing content across multiple channels.
- Provides detailed analytics to track customer behavior and optimize engagement.
- Robust security features ensure the protection of sensitive customer data.
Cons
- It can be costly, starting at around $3,000 per month for the basic package.
- The platform may have a steep learning curve due to its extensive feature set.
Pricing: AEM offers multiple pricing options based on your requirements, with pricing starting at $3,000 per month.
*Pricing as of 20-09-20224*
8. Medallia
Medallia is a top employee and customer experience management platform that helps businesses improve how they interact with customers. It provides detailed insights into customer behavior by collecting and analyzing data from different touchpoints.
This CX platform lets companies quickly solve problems and connect with customers across various channels. With real-time analytics and customizable dashboards, Medallia helps businesses create personalized experiences and make smart decisions based on both current and past data.
Key Features
- Enterprise-grade security
- Omnichannel support
- Workflow automation
- Real-time and historical reports
- Customer profiles
- AI and predictive analytics
- Data integration
Pros
- Offers comprehensive data collection across multiple channels for a holistic view.
- Real-time analytics and reporting help make timely, informed decisions.
- Customizable dashboards provide relevant insights tailored to specific roles.
Cons
- Pricing information is not readily available, which can complicate budgeting decisions.
- The platform may require significant customization to fully meet specific business needs.
Pricing: Pricing details are not publicly disclosed. For accurate information, contact Medallia directly.
*Pricing as of 20-09-20224*
9. LiveAgent
LiveAgent is a powerful customer experience management platform that simplifies customer service and boosts engagement. As a versatile CX platform, it provides over 200 integrations and a single inbox for all customer interactions.
Furthermore, features like social media integration, unlimited ticket history, and detailed analytics make it perfect for companies such as BMW, Yamaha, and Huawei. Used by various industries, including eCommerce and SaaS, LiveAgent helps businesses offer outstanding customer service quickly and effectively.
Key Features
- Feedback management
- Real-time notifications
- Reporting and analytics
- Survey and poll management
- Call center support
- AI answer assistant
Pros
- Offers extensive integration options with over 200 apps and tools.
- Provides real-time analytics for prompt decision-making and strategy adjustments.
- Includes unlimited ticket history and call recordings for comprehensive service tracking.
Cons
- It may have a steep learning curve for new users due to its broad feature set.
- Higher pricing tiers might be costly for small businesses with limited budgets.
Pricing: LiveAgent offers four tiered pricing options as below:
- Small Business: $9/agent per month (billed annually) or $15 monthly billing
- Medium Business: $29/agent per month (billed annually) or $35 monthly billing
- Large Business: $49/agent per month (billed annually) or $59 monthly billing
- Enterprise: $69/agent per month (billed annually) or $85 month-to-month
*Pricing as of 20-09-20224*
10. Podium
Podium is an all-in-one customer experience management platform that combines CRM features with various business tools. It handles text marketing, payment processing, online reviews, live chat, and more, giving you a complete CX platform.
Podium improves customer engagement through automation and easy CRM data integration. Its popular AI tool can even answer calls and set up meetings, making it a strong option for boosting customer interactions and streamlining business operations.
Key Features
- Omnichannel support
- Lead routing
- Personalized onboarding
- Conversational AI
- Self-service
- AI Instant Answers
- AI Auto Review Responses
Pros
- Seamless CRM integration simplifies managing customer data and interactions.
- Advanced AI features simplify lead conversion and improve response efficiency.
- Comprehensive automation tools enhance productivity and customer engagement.
Cons
- The higher-tier plans may be costly for small businesses.
- Limited customization options in the Core plan restrict flexibility.
Pricing: Podium offers three pricing options as outlined below:
- Core: $399.00 per month
- Pro: $599.00 per month
- Signature: Contact Us for pricing
*Pricing as of 20-09-20224*
Conclusion
Selecting the right customer experience platform is crucial for enhancing your interactions with customers and building stronger relationships. Since each CX platform offers different features, it’s important to find one that matches your specific needs. Look for a CXM platform that’s user-friendly, integrates seamlessly with your existing tools, scales with your business, and provides personalization options. By focusing on these aspects, you’ll choose a CX platform that will effectively enhance your customer experience strategies.
FAQs
1. What Is the Difference Between CRM and CXP?
A CRM system helps manage customer data and interactions, focusing mainly on sales and support. In contrast, a Customer Experience Platform (CXP) goes further by improving the overall customer journey. It offers tools for gathering feedback, engaging customers, and providing personalized experiences across different touchpoints.
2. What Are the 4 P’s of Customer Experience?
The 4 P’s of Customer Experience include People, Process, Product, and Physical Evidence. These elements encompass everything from how staff interact with customers to how efficiently processes run, the quality of the product or service, and the overall environment that shapes customer perceptions.
Paras Kela brings a wealth of IT knowledge to his writing, with a strong focus on technical content. In recent years, he has specialized in virtual telephony solutions, creating clear and insightful content. His passion for technology, experience in the IT field, and dedication to learning new trends make complex topics easy to understand.
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