Top 20 CEM Solution Companies - 2020

Customer experience is a key differentiating factor in the present hyper-competitive global marketplace. The fact cannot be denied that there is a tangible business value in managing the customer experience effectively, as satisfied customers often transact, promote business, and drive growth, whereas unhappy customers drive away business. With such importance associated with customer experience, the concept of Customer Experience Management (CEM) came to the limelight and described how an organization manages its interaction with its customers. CEM overviews and improvises the interactions between a business and its customer to keep the customer loyal, boost revenue with incremental sales as well as persuade others into the business.
The most important in the list of customer experience trends involves finding a balance between automation and humanity, providing hyper-personalized experiences, promising high-value transparency, protecting customer data, and offering bots as a digital customer experience. In the case of balancing between automation and humanity, the former helps reduce costs associated with customer service and also speed up resolution time for service requests. On the other hand, human customer service agents are still a crucial factor for CEM, so the optimum way remains the combination of human service providers with chatbots. To provide hyper-personalized experience, the companies segment the marketing campaigns with respect to consumer characteristics. In the case of data protection, a data breach can ruin the trust of customers in the business; hence the companies overcome this difficulty by making digital security a compulsory part of online business.
This range of trends emerging in the CEM sector tends to lead organizations into a maze of CEM solution providers. To assist and provide a clear perspective, our distinguished panel, comprising key decision-makers and experts along with CIOReview, has shortlisted some of the most effective CEM Solution Providers.
In the CEM Solution Providers edition of CIOReview, we present to you "20 Most Promising CEM Solution Providers - 2020."

TOP VENDORS

Top CEM Solution Companies

Apptium Technologies

Apptium Technologies help their clients evolve and adapt to the latest trends in technology and thereby provide their end-consumers with efficient, effective, and enriched customer experience. The company undertakes the overly complicated task of enabling enterprises of all sizes to stay ahead of the curve by helping them adopt emerging technologies and core systems to create a clear vision toward customer experience. At Apptium, they take away the complexities of customer experience management by delivering services that help client teams be more effective, efficient, and proactive. Their technology professionals work with the client teams as a partner to align business processes, infrastructure, and human capital around one common goal: improving the way companies serve their customers

CustomerCount

Provides flexible, online customer feedback management system that helps organizations improve profits

Epicenter Experience

The People Platform™ is a cloud-based software that allows people and companies to interact directly in-location and share information, experiences and perspectives in real-time. Both parties receive value from this personalized interaction. Epicenter Experience believes that people are the epicenter of any strategy and the consumer experience is the defining moment between company and consumer. Epicenter’s people-first design and implementation of solutions enables people to connect, collaborate and communicate more effectively in order to lead change, create solutions and reimagine the world we live in.

Khoros

Khoros helps brands grow customers across social marketing, digital care, and branded communities, and gives companies the ability to run their business with their customers, anticipating their needs and accelerating sales, loyalty, and innovation. The company is uniquely positioned as the only established player focused on true customer engagement -- a niche within the CX umbrella. Khoros delivers a customer engagement platform that brings best-in-class solutions for social marketing, digital care, and online communities under one umbrella, making it easier for companies to effectively engage with their customers across all channels in an authentic and efficient way.

Registria

Colorado-based Registria offers ownership experiences for durable consumer brands in the housewares, appliances, home goods and lifestyle space. The company addresses the core challenges in the industry by helping brands identify more of their product owners and simplifying how consumers connect with the brands they own, thereby allowing brands to build effective long-term relationships with their customers. The company’s portfolio consists of solutions that revolve around a value/friction ratio. To this end, Registria has an Ownership Experience platform to simplify owner identification, enable better brand-consumer engagement, and enhance a brand’s ability to gain insights from customer data

Cerebri AI

Cerebri AI Inc., a venture-backed pioneer in artificial intelligence and machine learning, is the creator of Cerebri Values™, the industry’s first universal measure of customer success. Cerebri Values quantifies each customer’s commitment to a brand or product and dynamically predicts Best Actions at scale, which enables major enterprises to focus on accelerating profitable growth. Headquartered in Austin with offices in Toronto and Washington, DC, the company has 50+ employees, 80% are technical -- data scientists and software engineers -- reflecting the company's commitment to delivering a killer product

Clarabridge

Clarabridge helps hundreds of the world's leading brands understand and improve their customer experience. Using advanced text analytics, Clarabridge transforms survey, social, voice and all other forms of customer feedback into intelligence used to empower confident, decisive action across the business. Besides, the company is very competent in delivering innovative customer experiences and contact center solutions. With over a decade of experience in designing and delivering industry-recognized best-in-class text and speech analytics, Clarabridge has enabled thousands of global brands to transcend from insights to action

Directly

Directly provides resilience to companies by delivering more automated and elastic customer support operations. The company's platform integrates into the contact center to understand customer issues, automate common solutions, and engage community experts. This enables customer support leaders to resolve customer issues with the right mix of automation and human support. Companies like Airbnb, Microsoft, and Samsung use the Directly platform to improve the customer experience, boosting CSAT by 20%, while saving millions per year. Directly is based in San Francisco and backed by Microsoft’s M12 Ventures, Samsung NEXT, True Ventures, Costanoa Ventures, Industry Ventures, Triangle Peak Partners, and Northgate Capital

InMoment

InMoment^™ is the leader in Experience Intelligence (XI), transforming metrics into meaning to drive high-value business decisions and relationships with both customers and employees. The company’s cloud-native XI Platform is engineered with data science at the core, and specifically architected to harness intelligence from across the entire experience ecosystem to deliver clear business value. The platform features three clouds that all work seamlessly together to give companies a comprehensive understanding of the most important factors impacting their bottom lines, including: Customer Experience (CX) Cloud, Employee Experience Cloud, and Market Experience Cloud

Kustomer

Kustomer is the customer service CRM platform helping contact centers and businesses reimagine service and support in today’s customer-first world. Kustomer enables personalized, efficient and effortless customer and agent experiences by delivering unprecedented views of a customer's history, facilitating continuous omnichannel conversations and using intelligence to automate repetitive tasks and surface knowledge