Buyers Guides for Customer Experience Management

2024 Software Provider and Product Assessment

Customer Experience Management (CXM) is a relatively new software category created out of the combination of business applications and tools across departments that impact customer outcomes. The Buyers Guide for CXM evaluates software providers and products based on support for analytics, customer journey management, knowledge management, CRM platform support, operational resource management, and process control and optimization. To be included in the CXM Buyers Guide, products must include capabilities from three of four of the following areas: resource management, automation, analytics, and customer journey management. Separate Buyers Guides on Customer Journey Management (CJM) and Knowledge Management (KM) are available to more specifically examine those software categories.

• The Customer Experience Management Buyers Guide evaluates products that deliver Customer Experience Management suites as we define them. The guide assesses the following providers: Adobe, eGain, Emplifi, Freshworks, Genesys, HubSpot, Microsoft, Nextiva, NICE, Oracle, Qualtrics, Salesforce, SAP, ServiceNow, Sprinklr, SugarCRM, Verint, Zendesk and Zoho.

• The Customer Journey Management Buyers Guide evaluates products that deliver Customer Journey Management applications as we define them. The guide assesses the following providers: Adobe, Emplifi, Freshworks, Genesys, NICE, Salesforce, Sprinklr, Verint, Zendesk and Zoho.

• The Knowledge Management Buyers Guide evaluates products that deliver Knowledge Management applications as we define them. The guide assesses the following providers: Adobe, eGain, Freshworks, Genesys, NICE, Salesforce, Sprinklr, SugarCRM, Verint, Zendesk and Zoho.

To view the executive summaries of the research, please make a selection from the reports below.

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View the 2024 Buyers Guides for Customer Experience Management