A software platform for digital customer experience is a technology solution that helps organizations to assess, manage and optimize digital customer experience by gathering information about the experiences of each customer with the organization, analyzing it, and interpreting findings and responses.
The software is also a step up in its capacity to exploit customer feedback to propose actionable changes in the digital customer journey, either at an individual or organizational level, relative to customer relationship management ( CRM) software.
A digital CX software can direct CX transformation at an individual level by monitoring individual consumer activity online, and by raising red flags on a customer journey, using predictive analytics where possible to recommend tailored digital experience solutions for customer retention.
On an organizational level, CX software studies consumer journeys to monitor trends and identify broader problem areas or loopholes within the enterprise. These problems could be impacting the overall digital customer experience journey, enabling CX practitioners to prepare and implement internal procedural transformations for improved customer experience.
Here are the top 5 digital CX software platforms to suit your organization size and other customer journey specific requirements.
Adobe Experience Manager
The Customer Data Platform is generated jointly by Adobe Audience Manager and Adobe Experience Platform. The Identification Service and the GDPR Service services are also provided. In addition, its open architecture helps you to integrate it seamlessly with the current enterprise software systems. It supports various Windows, Mac, Linux, Android, and iPhone / iPad platforms, and is ideal for teams of any scale and industry.
IBM Tealeaf
It provides advanced filtering such that a particular mobile session can be retrieved based on the system parameters, HTTP, or events observed. By generating behavior-based marketing segments, it will help you boost consumer value. Its unique reproducibility (a page-by-page recording of the actual user experience at the browser level) helps you to easily identify and correct the issues that cause bad online experiences. It provides reports and dashboards that are both ready-to-use and customizable.
Medallia
It includes features for the exchange of media and mobile reviews. It is well suited to B2B companies in most industries, including financial services, banking, the public sector, and telecoms. It enables you to gather input from virtually every computer connected to the internet.
Open Text
Great for organizations of any scale, OpenText offers a range of comprehensive solutions for managing customer experience. It can provide customized content and interaction with customers. Customer behavior analytics and communications are capable of the solution.
Qualtrics
It suits companies of all sizes and scales. For its surveys, study, and experience management, the program is popular. Qualtrics provides smart features such as Text IQ, Stats IQ, and Predict IQ. It can also be incorporated easily with the existing tools. It provides form building, multi-channel surveys, and data analytics capabilities.
