Customer Experience (CX) Platforms

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Definition

A customer experience platform is a technology solution that allows businesses to measure, manage and improve the digital customer experience, by collecting information about each customer’s interactions with the company, analyzing it, interpreting outcomes and using that data to inform responses. Digital customer experience software platforms are available as cloud-based and on-premise, with each one having their pros and cons.

Often compared with customer relationship management (CRM) software, a digital customer experience (CX) software is a level-up in its ability to leverage customer insights for recommending actionable improvements in the digital customer journey – either at an individual or organizational level.

On an individual level, a digital CX software can guide CX transformation through tracking individual customer behavior online, and by raising red flags in a customer journey, wherever possible, leveraging predictive analytics to suggest personalized digital experience solutions for customer retention.   

On an organizational level, CX software studies customer journeys to track patterns and identify larger problem areas or loopholes within the organization that may be affecting the overall digital customer experience journey, allowing CX professionals to plan and execute internal procedural transformations for better customer experience.

Source: Toolbox

Typical features of a customer experience platform:

  • Analytics dashboard to display multichannel customer data to identify patterns and track metrics.
  • Feedback management to collect and analyze feedback received from customers.
  • Sentiment analysis to categorize emotions or net promoter score (NPS) to measure customer loyalty.
  • Predictive analytics of customer behavior and trends based on historical data integrated into the platform.
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Products

By Adobe
Adobe Experience Platform is a Customer Data Platform within the Adobe Experience Cloud suite. Adobe Experience Platform enables marketers who wish to deliver personalized experiences in real-time across all channels and destinations, from cookie- an...
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Alterian is a real-time customer experience solution that connects all your operational, sales, service and marketing channels. Alterian syncs up all the moving parts of your business and allows you to think, act, and evolve in real-time to deliver c...
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By Amdocs
amdocsONE is a set of set of cloud-native, modular and open offerings and services that allow you to modernize, automate and digitize your business. The business-value driven amdocsONE portfolio leverages cloud-native microservice technologies for hi...
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BirdEye is a comprehensive customer experience platform. Businesses of all sizes use BirdEye everyday to be found online through reviews, be chosen by customers with text messaging interactions, and be the best business with survey and insights tools...
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Broadly creates custom email campaigns to thank customers. It will identify your best advocates and encourage them to write a review or share a referral. Broadly collects feedback from unsatisfied customers so that you can address it privately.
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The Intelligent Customer Engagement (ICE) platform consists of a cloud-based, real-time Customer Relationship Management (CRM) solution with a marketing data warehouse that securely houses all customer and related data.
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By Cincom
Cincom Eloquence is a customer communications solution designed to improve the delivery and management of high-volume, personalized customer engagement.
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Comarch Business Intelligence is a robust Business Intelligence platform for advanced analysis of customer loyalty data. Make better business decisions while managing your loyalty programs and marketing campaigns.
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CX Analytics enables companies to easily interpret and act on all customer feedback with the industry’s most accurate natural language processing, sentiment analysis, and flexible data categorization. Clarabridge’s open platform makes it easy to coll...
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By Cyara
Cyara is a customer experience assurance platform that helps enterprises accelerate CX testing, increase quality across digital and voice channels, and assure omnichannel customer journeys end-to-end.
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