Searching for customer experience management software or the best customer experience tools & companies?
If you have a company or business that even remotely needs customers, from whatever angle, then you have a customer experience relationship. This relationship can actually make or break your business.
If you are selling a product or service, then you need to put your customer first. After all, isn’t that why you do it? Besides making an income, of course, our customers are the bread and butter of any organization.
Understanding how your customer feels about you, your brand, your product, your marketing, and every other aspect of your business that affects you and the customer is vital.
How else will you know if you are doing things right? Sales can drop for any number of reasons, just like they can increase. But if you don’t understand what your customer wants or thinks about you, then how do you make improvements?
Technology has made it easier to understand what customers want. Because there is often a lot of competition, a customer’s expectations have become higher and harder to fulfill. That means your job is going to be harder.
Technology also makes it easier for you to communicate with your customer. And, for them to communicate with you. You can get tools that help you understand why a customer was happy or not.
From new products to old decor, you can follow your relationship with your customers from the very first meeting and beyond. This will help you build your company based on what the customers actually want.
Why second guess what they like or don’t like. Not everyone who is happy or unhappy will come directly to you. They tell their friends, they complain online, they stop coming into your store.
Here are a few companies and services that can help you manage your customer service experiences, and make improvements.
10 Best Customer Experience Management Software Companies and Services
Medallia
Medallia’s award-winning SaaS platform, the Medallia Experience Cloud, leads the market in the understanding and management of experience for customers, employees, and citizens.
Medallia captures experience signals created on daily journeys in person, on calls and digital channels, over video and social media, and IoT interactions and applies proprietary AI technology to reveal personalized and predictive insights that can drive action with tremendous business results.
Using Medallia Experience Cloud, customers can reduce churn, turn detractors into promoters and buyers, create in-the-moment cross-sell and up-sell opportunities and drive revenue-impacting business decisions, providing clear and potent returns on investment.
Medallia
575 Market St. Suite 1850
San Francisco, CA 94105
Phone: (650) 321-3000
https://www.medallia.com
InMoment
Businesses know they need to compete on experience, and yet, most are not moving the needle. Customer scores go up, but revenue goes down. Why? The use of old, tired techniques like feedback collection and monitoring applications can focus your attention on the wrong things.
They built InMoment to change all of that. They are ushering in the Experience Improvement (XI) movement to transform the way your organization approaches business initiatives.
Constantly evaluate initiatives and make adjustments as organizations, behaviors, or environmental needs evolve. Identify and prioritize the high-impact, emotional moments to connect with and grow your most valued customers
InMoment
10355 South Jordan Gateway, Suite 600
South Jordan, UT 84095
Phone: (800) 530-4251
https://inmoment.com
Qualtrics
As their technology scales from people and companies to communities and governments, they will begin to close gaps in ways they never dreamed possible.
Not only will their technology power the world’s greatest companies, but by understanding human emotions, beliefs, sentiments and values, they will close some of the world’s biggest gaps: political misunderstandings, human rights issues, health care disparities, gender equality, education, and income.
Because many of the world’s most pressing problems occur from a lack of understanding – and that’s a problem they can solve. They partner with the world’s top firms to help customers build the world’s best experience management programs.
Qualtrics
333 West River Park Drive
Provo, UT 84604 United States
Phone: (801) 374-668
https://www.qualtrics.com
Clarabridge
The Clarabridge Customer Experience Management (CEM) Platform aggregates all VoC data—customer interactions and feedback—into a single platform.
They use AI-powered speech and text analytics, with the industry’s best Natural Language Understanding (NLU), to evaluate the conversations your customers and employees are having every day in phone calls, live chats, private messages and on social media.
Clarabridge gives you timely answers about ease of doing business (Effort), customer loyalty and emotions, root cause of NPS change, churn or high contact volume and much more. Clarabridge insights help you make decisions, act fast, and track results.
Clarabridge
11400 Commerce Park Drive Suite 500
Reston, VA 20191
Phone: (571) 299-1800
https://www.clarabridge.com
SMG
Customer wants and needs change fast. Your competitors are innovating, too. If you’re not listening to customers and making changes based on their feedback, there’s no way you can keep up.
As a leading experience management (XM) firm, SMG helps you get smarter about your customers and employees to drive changes that boost loyalty and improve business performance
They combine technology and services to collect, analyze, and share feedback and behavioral data—so it’s easier to deliver and activate customer insights across your enterprise.
SMG’s differentiated software with a service strategy combines an end-to-end experience management platform with hands-on professional services to improve customer, patient, employee, and brand experiences.
SMG
1737 McGee Street
Kansas City, MO 64108
Phone: (800) 764-0439
https://www.smg.com
Satmetrix
CEM, or customer experience management, has joined the ranks of business terms that fall victim to misuse. Here’s the deal: You’re doing CEM when you are systematically and comprehensively collecting feedback from your customers, marrying that feedback to customer data, analyzing it to produce insights, and then using those insights to improve the customer experience in ways that increase loyalty.
CEM is the process of continuously taking stock of the customer experience, and acting to improve it. CEM is about knowing your customers so completely that you can deliver experiences that increase customer satisfaction, loyalty, and advocacy.
Satmetrix
1820 Gateway Drive, Suite 300
San Mateo, CA 94404
Phone: (605) 227-8300
https://www.satmetrix.com
Gainsight
Gainsight helps customer success, post-sales, and product teams put customers at the heart of their business to deliver better outcomes and grow net dollar retention (NDR).
Their prescriptive processes are based on hundreds of implementations and decades of experience in driving company-wide Customer Success. Their community of 5000+ members is dedicated to advancing the interests of the Customer Success profession across the globe.
A powerful platform and SaaS applications built to turn disparate customer data from multiple sources into insights and actions that drive measurable business outcomes for your clients.
Their ecosystem helps accelerate your transformation with the most advanced partner network in Customer Success.
Gainsight
350 Bay Street, Suite 100
San Francisco, CA 94133
Phone: (888) 623-8562
https://www.gainsight.com
Confirmit (merged with FocusVision now called Forsta)
Confirmit was built by insight pros in Voice of the Customer, Market Research, and Voice of the Employee and provides a self-service technology that lets you unlock powerful insights and tell captivating stories to fuel action.
Their mission is to make the complex simple, so you can turn insight into stories that fuel action. Imagine a future where every action is initiated by the right decision at the right time.
They make great technology, but their goal is bigger than being just a software supplier. They aim to become an extension of your team, using the power of our platform to help you break down barriers, implement solutions, and deliver on the promise.
Confirmit
Karenslyst allé 51
N-0279 Oslo, Norway
Phone: +47 21 502 500
https://www.confirmit.com
Stella Connect (now owned by Medallia)
They help customer service agents be happier and higher performing at work and therefore deliver exceptional customer experiences. The Stella Connect Client Advisory Board includes customer service leaders from across a range of industries and company sizes.
The thought leaders on this Board work with Stella Connect’s leadership team to help shape future product direction and drive continuous innovation. With Stella Connect, you’ll be able to harness agent-level customer feedback and deliver high impact coaching and QA programs.
The results: agents who love their jobs, team leaders who are more empowered than ever before, and customers who build deeper relationships with your brand.
Stella Connect
75 Broad ST. Suite 1010
New York, NY 10004
Phone: (212) 366-1483
https://stellaconnect.com
AskNicely
If your real business goal is to increase repeat business and referrals by making every customer experience awesome, you need a feedback system built to take action.
Ask Nicely is the best way to measure every customer experience, coach and motivate your frontline teams, and make every location perform like your best. Customer experience is one of the most powerful ways to affect revenue growth within a business, and often the most overlooked.
From years of partnering with our customers they have learned that the businesses that achieve the greatest bottom-line results embrace these 5 principles. Find out what they are.
AskNicely
1615 SE 3rd Avenue, Floor 3
Portland, Oregon 97214, US
Phone: (503) 755-1090
https://www.asknicely.com
10 Best Customer Experience Management Software Companies and Services
Be sure to check these companies out well and find the ones that you feel will suit your needs best. Many offer the same services, so ask about pricing and what exactly everything entails.
Some of these companies may not be suitable for your company. Many may deal with larger businesses whereas some focus their attention on smaller businesses and startups.
Be sure to check out how many areas they service as many of these companies have international locations. Some people like that while others may prefer a smaller, more localized company or service.
Be sure to pick out a few you really like and then contact them for more information. Some of them provide a video you can watch that will help answer any questions you may have before you even start.
That will help to decide if they are going to be what you want or if you need to expand your search. But do be prepared when you do contact them to ask any questions you have already prepared.
Don’t just go with the first one you see or because you like their name. Do some research, narrow down your list and find out as much as you can about them.
If you liked this blog post you may also want to check out our list of best small business CRMs.
