20 Most Promising CEM Solution Providers - 2018

20 Most Promising CEM Solution Providers - 2018

With the growing demands of customers and various interactive means of meeting them, the customer experience provided by a company becomes almost as important as the products they offer. The aim of customer experience management (CEM) is to refine communications and interactions from the customer’s perspective to build customer loyalty. With an all-encompassing view of customers and constantly updated data, businesses can gain the upper hand by focusing on end-user experience.

Customer interactions include a wide range of touchpoints, such as mobile, web, interactive voice response, and in-store. With the present-day customer frequently switching between them, the necessity for enterprises to ensure a seamless omnichannel experience intensifies.

Artificial Intelligence (AI) is rapidly becoming a crucial part of CEM with chatbots increasingly being used in customer interactions. AI can efficiently handle queries, but today’s customers also demand personalized conversations, making emotion in conversations an essential part of CEM. Technologies like emotion-engines are valuable in this endeavor by detecting the customer’s feelings and responding promptly and appropriately.

As the CEM landscape evolves and brings a wide array of solutions, a selection panel comprising distinguished CEOs, CIOs, analysts and CIOReview’s editorial board has selected the top 20 companies providing innovative customer experience management solutions. These companies offer powerful solutions coupled with effective strategies that help improve customer experience.

We present to you CIOReview’s “20 Most Promising CEM Solution Providers - 2018.”

Company Name

Company Description

BookingBug BookingBug is a SaaS based omnichannel customer engagement platform designed to drive quality of experience for end customers and business outcomes for retail, finance and government customers
Clarabridge Helps understand and improve customer experience using advanced text analytics
CloudCherry Disruptive Customer Experience Management platform used by global enterprises to understand the Voice of Customer
Confirmit Provides innovative, superior technological solutions that are scalable, secure, and flexible to support clients’ constantly evolving needs
Geckolyst Analyzes data from multiple channels to provide a comprehensive view across touch points, and helps one view statistics like customer sentiment, product and service issues, intent to churn, and emerging trends
Gluru Provides a productivity platform driven by AI and machine learning technologies to significantly improve customer and employee engagement and enhance the customer experience
Katabat Katabat enables digital transformation with complete visibility across the consumer lending lifecycle
Level 11 User experience and software development firm helps in enhancing customer experience management
MaritzCX Helps organizations increase customer retention, conversion and lifetime value by ingraining customer experience intelligence and action systems into the DNA of business operations
McorpCX Customer experience services company delivering consulting and technology solutions to customer-centric organizations
Medallia Provides a single platform for brands to consolidate customer feedbacks and coordinates actions across all touch points to drive leads and retain customers
MomentFeed Mobile Customer Experience management SaaS helps companies with dozens of brick & mortar stores increase revenue by influencing consumer decisions on mobile
Quadient Quadient helps companies achieve customer experience excellence
Qualtrics Experience Management software platform helps brandsassess the quality of their four core experiences—customers, employees, products, and brands
Quantum Metric Empowers organizations to maximize their customers’ experience and value by simplifying data science exploration through machine learning and Big Data
Replika Software, LLC. Enables brands to empower their salespeople and influencers to sell anytime, anywhere
Satmetrix Systems Global provider of customer experience management software - SaaS-based solutions drive customer retention, improve customer affinity and maximize positive word-of-mouth to improve customer lifetime value
SnatchBot With a free and crowd-sourced approach to chatbot implementation, SnatchBot has reinvented the way chatbots are adopted by companies
UJET An enterprise-grade platform that makes it simple for any company to provide intuitive modern-day support
ZIVELO Provides solutions for self-service kiosks and digital signage to create an immersive experience for consumers at brick and mortar locations