What are Customer Experience Management – CXM – Platforms
What are Customer Experience Management – CXM – Platforms
Customer Experience Management(CXM) is about knowing your customers well and making sure that they are happy and satisfied at every point of interaction with your company, right from the beginning of the customer journey. Customer Experience Management(CXM) comprises a collection of activities that a business undertakes to provide a personalized, smooth customer experience to customers. The customer experience management system (CXM or CEM) is a technology that empowers businesses to manage their organization’s interactions with their present & potential customers.
What Does CXM Mean to Your Business?
The implication for CXM leaders is that key stakeholders may — and probably do — have widely varying perceptions about CX and CXM. Some may think of CXM in a holistic way, but others may believe that CX is just another term for customer service, process improvement, or customer surveys.
Best Customer Experience Management Platforms for 2021
SAS Customer Intelligence 360 – SAS Customer Intelligence 360 is a one-stop shop for building and personalizing customer experiences to boost businesses. It has features such as tests and experiments, guided analytics, customer journey optimization, personalizations, and recommendations. Businesses that utilize this software can track all customer interactions across all the customer touchpoints. It also interprets the data to allow businesses to make decisions on parts of the customer journey that requires improvement.
Adobe Experience Manager – Adobe Experience Manager is software from Martech Leader Adobe. It is a cloud-native customer experience tool with content and a digital asset management-centric approach. Being a part of a comprehensive digital marketing suite that is the Adobe Marketing Cloud, Adobe Experience Manager provides features for content creation, digital asset management, form building, etc.
Acoustic – Acoustic utilizes data from user behavior analytics to provide insight into the customer experience (CX). The service stresses more on the personalization of experience through listening to the data and customizing every customer touchpoint.
Medallia – Medallia is capable of analyzing multi-channel feedback in real-time to uncover patterns and predict customer behavior. With its intuitive, cloud-based interface, Medallia enables you to collect customer feedback from multiple channels and analyze it in real-time to detect patterns, uncover sentiment, and predict behavior.
Oracle CX – As per the developers of Oracle Customer Experience, “Customer signals are everywhere.” The tool helps businesses in monitoring, tracking, and interacting with customers at every point of their customer journey and deliver a great customer experience to them. This cloud-based platform ties finance, supply chain, and customer experience together.
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