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 CEM Solution Companies

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

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 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.

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

Apptium Technologies

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

Cerebri AI

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

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

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

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

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

Medallia

Medallia

Medallia’s mission is to help companies win through customer experience. The world’s best-loved brands trust Medallia’s Experience Cloud™, which embeds the pulse of the customer in an organization and empowers employees with the real-time customer data, insights, and tools they need to make every experience great. Growing quickly, with a global footprint that spans Silicon Valley, Austin, Washington D.C., New York, London, Paris, Sydney, Buenos Aires, and Tel Aviv, here, Medallia value people for each of the aspects that make them whole

NICE

NICE

NICE is the worldwide leading provider of both cloud and on-premises enterprise software solutions that empower organizations to make smarter decisions based on advanced analytics of structured and unstructured data. NICE helps organizations of all sizes deliver better customer service, ensure compliance, combat fraud and safeguard citizens. Over 25,000 organizations in more than 150 countries, including over 85 of the Fortune 100 companies, are using NICE solutions

Qualtrics

Qualtrics

Qualtrics Experience Management (XM) is the only software platform that helps brands continually assess the quality of their four core experiences—customers, employees, products, and brands. With Qualtrics XM, organizations can be at every meaningful touchpoint, for every experience, and predict which changes will resonate most with stakeholders. Qualtrics makes it easy to collect feedback from customers, employees, suppliers, partners, or any other stakeholder using the channels they prefer. Using advanced text and voice analytics, Qualtrics automatically surfaces hidden insights buried deep in customer feedback. With powerful AI and machine learning, Qualtrics generates recommended actions, then automatically routes them to the people in the best position to affect change

Smart Communications

Smart Communications

Smart Communications is the only provider of a customer conversations management platform. More than 500 global brands rely on Smart Communications to deliver smarter conversations across the entire lifecycle—empowering them to succeed in today’s digital-focused, customer-driven world while also simplifying processes and operating more efficiently. This is what it means to scale the conversation. Smart Communications is headquartered in the UK and serves its customers from offices located across North America, Europe, and Asia Pacific. The Smart Communications platform includes the enterprise-scale customer communications management power of SmartCOMM™, forms transformation capabilities made possible by SmartIQ™ and the trade documentation expertise of SmartDX

Sprinklr

Sprinklr

Sprinklr is the world’s first Modern Customer Experience Management (CXM) platform that helps brands make their customers happier. With Sprinklr, clients can connect with customers on the modern channels they choose and coordinate their interactions across marketing, advertising, research, care and engagement teams to deliver the best customer experience your brand has to offer

TaskUs

TaskUs

TaskUs provides next generation customer experience that powers the world's most disruptive companies through the partnership of amazing people and innovative technology. TaskUs also provides Ridiculously Good strategy, business process optimization, revolutionary technology and the best talent to deliver transformational, digital scale. TaskUs has the best culture in the outsourcing industry because of our belief in always putting its teammates first. The company is free from the burdens of on-premise legacy systems and old-fashion processes

Verint

Verint

Verint is the customer engagement company. That means we help organizations simplify and modernize customer engagement through our market-leading cloud and hybrid solutions. In fact, Verint has one of the broadest portfolios of customer engagement solutions available today. We leverage the latest in artificial intelligence and advanced analytics technology to help you unlock the potential of automation and intelligence to drive real business impact across your organization. Today, over 10,000 organizations in more than 180 countries, including over 80 percent of the Fortune 100, use Verint solutions to optimize customer engagement and make the world a safer place. Verint delivers its Actionable Intelligence solutions through two operating segments: Customer Engagement Solutions™ and Cyber Intelligence Solutions

Zendesk

Zendesk

Zendesk is a service-first CRM company that builds support, sales, and customer engagement software designed to foster better customer relationships. From large enterprises to start-ups, we believe that powerful, innovative customer experience should be within reach for every company, no matter the size, industry or ambition. Zendesk serves more than 150,000 customers across hundreds of industries in over 30 languages. Zendesk is headquartered in San Francisco, and operates offices worldwide

Zipari

Zipari

Zipari has pioneered consumer experience technology for health insurance with the power to change an industry. Zipari's platform offers unparalleled insights of every member touchpoint, the most accessible and comprehensive member profiles, and configurable solutions that build upon current technology. Consequently, personalization for members that promotes satisfaction and motivates self-service, while driving operational efficiencies. Zipari's breakthrough technology enables the type of member relationship that insurers want and consumers seek. With native understanding of the industry and exclusivity as a sector specialist, we instinctively share our clients'​ goals, aspiring to new possibilities for consumer relationships that will unlock all the potential that health insurance holds

ZOOM International

ZOOM International

ZOOM is now doing business as Elevēo, with the company's WFO platform to elevate contact center operations on-premise or cloud. Elevēo was formed to provide effective, simplified solutions for complex contact center problems. Elevēo was formed to provide effective, simplified solutions for complex contact center problems. The company's products provide only features needed to elevate contact center operations & processes, are built using modern frameworks and cloud-native technologies that scale & move with your business. Elevēo products are birthed from ZOOM International with its rich WFO history and award-winning products, services, and reputation for service