17 Best Customer Experience Software and Platforms: Overview, Types, and Top Choices

65% of consumers say a positive experience with a brand is more influential than good advertising (Source).

That’s a wake-up call for businesses still pouring resources into campaigns while overlooking the actual customer journey. In today’s experience-driven economy, how customers feel when interacting with your brand has become the strongest driver of trust, loyalty, and growth.

Delivering standout customer experiences isn’t just a competitive edge anymore. It’s a necessity. As digital-first interactions continue to rise, the tools you choose to manage and improve those experiences can make or break your brand’s reputation. That’s where customer experience (CX) software comes in.

This guide covers the top 17 CX platforms that help businesses understand their users better, deliver personalized experiences, and build loyalty at every touchpoint. Whether you need deep behavioral insights, omnichannel communication, or journey-based optimization, there’s a tool here to match your needs.

What is customer experience (CX) software?

Customer Experience (CX) software refers to a suite of digital tools that help businesses understand, manage, and improve every interaction a customer has with their brand, across all channels and touchpoints. These platforms collect feedback, track user behavior, and generate insights to create seamless, personalized experiences that boost satisfaction, retention, and customer loyalty.

From analyzing behavior patterns to sending tailored messages and collecting feedback, CX platforms enable teams to deliver smoother, more relevant experiences. With 77% of customers willing to recommend a brand after a positive experience, the right software doesn’t just improve satisfaction, it drives business growth by addressing customer pain points.

Best customer experience software and platforms: At a glance

• Qualtrics XM – Best for enterprise-level experience management
• Medallia Customer Experience – Best for real-time feedback
• Birdeye – Good for surveys and AI-powered insights
• Help Scout – Good for customer-centric email support and feedback
• Zendesk – Best for omnichannel customer support
• Freshdesk – Good for AI-powered helpdesk automation
• Intercom – Best for AI Helpdesk agents
• Sprinklr – Best for unified messaging and social engagement
• Userpilot – Best for in-app onboarding and analytics
• Appcues – Good for personalized product tours and activation
• Gainsight – Best for in-product guidance and product analytics
• Walnut – Good for interactive product demos at scale
• VWO – Best for behavioral analytics + AI-powered surveys – All in one platform
• Tealeaf by Acoustic – Best for behavioral insights and anomaly detection
• Zoho CRM Plus – Good for unified cross-channel engagement and analytics
• Adobe Experience Manager – Best for enterprise digital content management
• Productboard – Best for product feedback consolidation and roadmap planning

Disclaimer: The pros and cons listed are based on reviews and feedback from third-party sites such as G2, TrustRadius, and other sources.

Top 17 Customer experience platforms: Detailed overview

Customer feedback & experience management tools

These tools help collect, analyze, and act on customer feedback in real time. They uncover sentiment, preferences, and pain points through surveys, ratings, and open-ended input to guide experience improvements.

1. Qualtrics XM

Qualtrics XM is an experience management platform that enables businesses to deliver seamless, omnichannel customer experiences. It helps capture, analyze, and act on insights across every touchpoint, web, app, chat, calls, social media, and reviews. The platform identifies friction points, prevents issues before they escalate, and equips teams with personalized tools to improve service. 

With a combination of AI-driven recommendations and real-time behavioral analysis, Qualtrics equips frontline teams with tools to improve service delivery, while also offering deep insights across the customer journey, from online reviews to app interactions.

Best features

Digital Experience Analytics, Online Reputation Management, Website & App Feedback, Customer Surveys, AI-Generated Insights, Location-Level Analytics, AI-Powered Insights, Quality Management

Pricing

• Custom plans are available on request.

Pros:

• Dashboards provide strong visibility into key customer areas, helping companies stay connected with their audience.
• Surveys are easy to create, and the sentiment analysis widget is handy for understanding open-text responses.

Cons:

• Manual updates can be difficult, and using .csv imports for simple tasks feels unnecessarily complex.
• Some tasks can only be done through the API, not directly through the interface.

2. Medallia Customer Experience

Medallia Experience Cloud is a leading CX platform that captures feedback and signals across web, apps, messaging, social, and connected devices to provide a unified view of the customer journey.

Powered by AI and machine learning (Medallia Athena), it delivers real-time insights, predicts behavior, and helps organizations take targeted actions to reduce churn, boost loyalty, and drive revenue. Medallia empowers both frontline teams and leadership to improve experiences and operational efficiency across every touchpoint.

Best features

Surveys, Alerts, Workflow Automation, Personalized Messaging, Role-Based Reporting, AI-Driven Analytics, Text Analytics, NPS, VoC, Retention, Video Feedback

Pricing

• Experience Data Record-based pricing plans are available on request.

Pros:

• It adapts easily to different data visualization needs and updates in real time as customer responses come in.
• You can add or remove questions in Voice Programs anytime, making it flexible to adjust feedback collection as needed.

Cons:

• Users could have more control over basic tasks like adding filters, editing dashboards, and setting up automated reports.
• Engagement reporting features could be enhanced for deeper insights.

3. Birdeye

Birdeye is an AI-powered CX platform designed for multi-location businesses to manage reputation, collect feedback, and improve customer interactions from one dashboard. It helps teams generate and respond to reviews, run surveys, publish social content, and manage listings.

Powered by BirdAI, Birdeye delivers actionable insights through AI-driven surveys and sentiment analysis, enabling businesses to enhance customer experience, stay on-brand, and drive growth across locations.

Best features

AI-Powered Agents, AI Chatbot, Conversation Summaries, Chat Widget, Surveys AI, Sentiment Analysis, AI Summaries, No Code Survey Builder, Issue Resolution, AI-Driven Analysis, AI Recommendations 

Pricing

• Free trial: 30 days available for social media management plans.
• Paid: Customized plans are available on request.

Pros:

• The ticketing system makes it easy to collect feedback from teams and respond to reviews quickly.
• The AI features speed up review responses while still keeping them high-quality.

Cons:

• Issue resolution can be slow at times when multiple departments are involved.
• The platform has a learning curve due to its wide range of features.

4. Help Scout

Help Scout is a customer service platform centered around a shared inbox system that helps businesses strengthen customer relationships through efficient, collaborative support. The 24/7 self-service AI assistant instantly answers customer questions using help content, with a seamless handoff to the support team when needed.

Its reporting and analytics tools give teams clear visibility into performance metrics, response times, and customer trends, helping identify what’s working and where to improve. Help Scout enables teams to manage and resolve customer queries together, making it ideal for businesses that prioritize customer service and experience.

Best features

AI Summarize, AI Drafts, Automated Workflows, Custom Filters, In-App Messaging, Help Widget, Surveys & NPS, CSAT, Pre-Built & Custom Reports

Pricing

• Free trial: Available on all paid plans.
• Free: For 50 contacts/month and unlimited users.
• Paid: Starts from $50/month with 100 contacts each month.

Pros:

• The team responds well to feature requests, and many suggestions are implemented.
• The clean, organized interface helps you stay focused and work efficiently.

Cons:

• Filtered email data can’t be downloaded as a CSV file.
• It’s not open source, so features can’t be customized from the user end.

Customer support & engagement tools

Customer service is directly tied to loyalty for 96% of customers, making responsive, reliable support non-negotiable. These tools help deliver on that expectation by enabling real-time assistance, automating helpdesk workflows, and unifying communication across channels, creating smoother support experiences that build trust and foster exceptional customer service.

5. Zendesk

Zendesk is an AI-powered customer service platform that helps businesses deliver fast, personalized support across email, phone, messaging, and chat. Its AI agents work alongside human teams to resolve issues instantly or assist agents in real time, creating a fully connected support experience. Zendesk Voice adds seamless call support with advanced routing, intelligent IVR, and automation, ensuring faster resolutions across contact centers.

Best features

Generative AI, Contextual Responses, Messaging & Live Chat, Customized Conversation Flows, Analytics & Reporting, Ticketing System, AI Automation, Workforce Management

Pricing

• Free trial: Access to all features of the Professional plan.
• Paid: Starts from $19/agent/month, billed annually.

Pros:

• Tickets are well-organized by platform, making it easy to track and manage requests.
• The detailed reporting helps track important metrics and improve support performance over time.

Cons:

• Attaching and retrieving images or files in tickets can be tricky and not very user-friendly.
• The chat widget feels outdated, and the experience isn’t smooth for either users or support staff.

6. Freshdesk

Freshdesk is a cloud-based customer experience platform that helps businesses manage and resolve customer queries across email, phone, chat, social media, and web from a unified ticketing system. Its most powerful feature is Freddy AI, which automates ticket assignment, suggests responses, and boosts agent productivity with intelligent support.

Freshdesk also offers a self-service knowledge base that lets businesses create help articles and FAQs, enabling customers to find answers quickly without needing to raise a support ticket.

Best features

Workflow Automations, Advanced Agent Routing, Field Service Management, Multilingual Conversations, Pre-Defined Reports & Dashboards, Customized Dashboards, Freddy AI, CRM

Pricing

• Free trial: 14 days on all paid plans.
• Free plan: Up to 2 agents, including all basic features.
• Paid plan: Starts at $15/agent/month, billed annually.

Pros:

• The interface is intuitive, and the modern tools make support management simple.
• Easy to set up and use, with no need for a dedicated support email.

Cons:

• More customization options would be helpful to better suit specific business needs.
• Agent guidance can sometimes vary during setup, which may cause a bit of confusion and extra follow-up.

7. Intercom

Intercom is a customer service platform that combines AI and human support in one connected system. At its core is Fin, an AI agent built specifically for customer service that instantly resolves most queries, handles complex tasks, and continuously improves through machine learning. 

Powered by the Fin AI Engine, it delivers accurate, empathetic responses across channels and languages. With tools to analyze, train, test, and deploy Fin in a no-code workspace, Intercom helps businesses deliver fast, personalized support at scale.

Best features

AI-Powered Suggestions, In-App Chats, Holistic Reporting, Fin Custom Reporting, Topics Explorer, Conversation Monitoring, Dashboard, Knowledge Management, Content Targeting, Batch Testing, Audience Testing, Unlimited Live Chats

Pricing

• Free trial: 14-day access to all products and features of all paid plans.
• Paid: Starts from 29/seat/month, billed annually.

Pros:

• The notes section makes it simple to collaborate with teammates internally and use macros for faster responses.
• Snippets, macros, and auto-replies keep responses fast and consistent, while Custom Bots and Workflows let teams engage leads without coding.

Cons:

• Reporting features have room for improvement to offer more flexibility and depth.
• The email feature feels a bit dated and could benefit from some updates.

8. Sprinklr

Sprinklr offers a unified, AI-powered customer experience platform that connects interactions across 30+ digital, social, messaging, and voice channels. It equips agents with a 360° customer view, delivers real-time insights for supervisors, and helps leaders drive operational excellence.

The Sprinklr Insights suite analyzes customer, market, and competitor data using advanced AI to provide actionable intelligence across marketing, sales, product, and service teams within a scalable platform.

Best features

Social Media Management, Campaign Lifecycle Management, Customer Service, Generative AI, Product Insights, Visual Insights, Social Listening, Live Chat Support, Conversational Analytics, Omnichannel Surveys

Pricing

• Custom pricing is available on request.

Pros:

• The alerts and AI features make the platform easier to use and more helpful over time.
• The dashboards are well-designed and show key data without needing too many filters, saving time.

Cons:

• Due to its many features and options, Sprinklr Insights has a steep learning curve, especially at the beginning.
• Too much information is packed into one view, which can make it confusing to navigate at times.

Product experience & onboarding tools

Focused on improving user interaction with digital products, these tools guide users through onboarding, product tours, and self-service support. They help reduce drop-offs, improve feature adoption, and boost retention.

9. Userpilot

Userpilot is a no-code, all-in-one customer experience platform built for Product, UX, and Marketing teams to drive product adoption and improve user engagement. It helps in building personalized in-app flows and announcements without code, guiding users in real time.

It also offers in-app surveys, product analytics (funnels, trends, paths, cohorts), and session replays to uncover friction, gather feedback, and optimize the user experience through data-driven insights.

Best features

User Onboarding, Segmentation, Product Analytics, Surveys, Analytics Dashboard, Cohort Analysis, Funnel Analysis, Trend Analysis, Session Replay, NPS & CSAT

Pricing

• Free trial: 14 days on the Starter plan.
• Paid: Starts from $299/month, billed annually.

Pros:

• It offers strong customization and lets you target users based on behavior, making messages more timely and relevant.
• Customer support is excellent, and the platform is easy to use for building onboarding flows.

Cons:

• The app navigation can be a bit confusing at first and takes some time to get used to.
• Pricing may feel slightly high for some users.

10. Appcues

Appcues is a user engagement platform that helps SaaS companies improve customer experience by turning product usage data into meaningful, personalized interactions. It’s contextual in-app guidance, like product tours, checklists, and surveys, that adapt to what users are doing in real time, helping them reach value faster without developer support. 

Appcues multi-channel messaging workflows ensure that emails, push notifications, and in-app messages work in sync to guide users through their journey, from onboarding to feature adoption and retention, boosting engagement and reducing churn at scale.

Best features

Event Tracking, Insights & Reporting, Automated Workflows, Push Notifications, Multi-Channel Messaging, Feature Adoption, Onboarding, Segmentation, Personalization, Targeting

Pricing

• Free trial: 14 days with unlimited flows and tracking for up to 5 events.
• Paid: Starts at $300/app/month, billed annually.

Pros:

• It combines an accessible design with advanced audience targeting for high-impact engagement.
• The drag-and-drop popup builder is flexible and efficient, making it easy to design effective experiences.

Cons:

• Organizing flows can feel cluttered; adding folders or a better structure would be helpful.
• Including sentiment-based triggers could enhance the platform’s competitive edge.

11. Gainsight

Gainsight is a product experience platform that doesn’t just track user behavior, it turns it into real-time, personalized in-app engagements. It helps teams guide users through onboarding, boost feature adoption, and offer self-serve support, while staying aligned with the full customer journey, providing an effective customer experience solution.

The combination of product analytics and engagement tools within a single platform allows for targeted, contextual guidance without burdening development teams. From no-code event tagging and behavior-driven flows to knowledge bots and built-in feedback loops, Gainsight gives product and success teams the toolkit to drive retention, not just measure it.

Best features

Path Analysis, Funnel Analysis, In-App Surveys, Csat, Nps, Advanced Segmentation, Personalization, Staircase AI (AI-Powered Insights), Customer Success

Pricing

• Customized plans can be requested. A demo can be scheduled.

Pros:

• Real-time dashboards and visuals make it easier to retain clients and ensure satisfaction.
• Great for tracking usage and guiding customers toward valuable features throughout their journey.

Cons:

• The suggestion mode in the system mapper isn’t always reliable, often requiring manual in-app mapping, which takes extra time.
• Reporting and export options may not cover all use cases and could use more flexibility.

12. Walnut

Walnut is a no-code demo platform that helps SaaS teams create personalized, frictionless product walkthroughs, well before onboarding even begins. By removing dev dependency and allowing full customization, it empowers teams to deliver consistent, interactive demos that resonate with different customer segments.

Tailored walkthroughs show product value clearly and quickly, helping different stakeholders align faster. This speeds up buying decisions and ensures teams are more invested by the time onboarding begins. Users come in feeling informed, not overwhelmed, which leads to faster activation and less friction during setup.

Best features

Customer Success Engagement, Interactive Tutorials, Customer Onboarding, Retention, Demo Analytics, Hubspot & Salesforce Integrations, Playlists, Video Overlay, AI Tools

Pricing

• Paid: Plans start from $9,200/year.

Pros:

• Eliminates dependency on pre-prod or test environments, prototypes run flawlessly for live demos.
• Intuitive and easy to implement, most teams can build demos with little to no onboarding.

Cons:

• The editing interface can occasionally feel confusing or laggy.
• Selecting elements for tooltips sometimes requires multiple tries to register properly.

Digital experience & behavior analytics tools

These tools help track user interactions like clicks, scrolls, and drop-offs to reveal friction points and usability issues. Features like heatmaps, session replays, and funnel tracking enable teams to optimize digital journeys and boost engagement.

13. VWO

VWO is a complete customer experience optimization platform that helps businesses create seamless journeys by combining behavioral insights, real-time testing, and personalization—all in one unified workflow.

With VWO Insights, teams get a clear view of user behavior through heatmaps, session recordings, form analytics, and AI-powered surveys. It’s like watching a map of your digital space light up where users hesitate, drop off, or engage, revealing what needs fixing and what’s working.

Next, VWO Testing lets you run experiments grounded in behavioral insights, aligned with real user intent. From A/B and multivariate to split URL and server-side testing, you can trigger tests based on scroll depth, device type, exit intent, and more, ensuring every test is timely, relevant, and effective.

Further, VWO Personalize lets you set up tailored experiences by modifying content, CTAs, offers, and layouts based on specific user behavior, preferences, and segments. Once launched, these campaigns ensure that different audience groups encounter the version of your site that’s most relevant to them, improving engagement, satisfaction, and conversions.

To support consistent targeting across touchpoints, VWO’s built-in CDP brings together behavioral data from experiments, surveys, and web interactions. This enables teams to build detailed visitor profiles and deliver more accurate, segment-based experiences.

Take the 30-day free trial and experience how VWO can elevate every step of your customer journey.

Best features

Heatmaps, Session Recordings, On-Page Surveys, Segmentation, Testing, Funnel Analysis, Feature Management, Personalization, Copilot AI, Program Management

Pricing

• Free trial: 30 days, inclusive of most of the features
• Free: Up to 5k MTUs
• Paid:
  • Insights start from $199/month.
  • Personalization starts at $234/month.
  • Testing starts at $220/month.

Pros:

• Performance dashboards offer clear insights, with deep analysis across visitor segments.
• AI-generated testing ideas spark fresh hypotheses and valuable experiments.

Cons:

• Native support for multichannel journey mapping is not a core offering.

14. Tealeaf by Acoustic

Tealeaf, part of Acoustic Experience Analytics, helps organizations understand the customer journeys across digital touchpoints to improve conversions and optimize customer experiences.

Using session replay, heatmaps, behavioral analytics, and AI-powered anomaly detection, it helps businesses understand the “why” behind user actions and quickly identify pain points. These insights enable teams to take data-driven action, eliminate friction, reduce abandonment, and increase revenue.

Best features

Heatmaps, Session Recordings, Cross-Channel Marketing, Journey Analysis, Segmentation, AI Predictions & Recommendations, Reporting & Analytics, Behavioral Analytics, Predictive Insights, Customer Data Management

Pricing

• Plans are not available on the website. A demo can be requested.

Pros:

• Reliable for backtracking and resolving customer checkout issues.
• Accurately captures session data across mobile, desktop web, and native apps.

Cons:

• Session replays can get confusing when users have multiple tabs open.
• Data is only stored for two weeks, so older session details are lost and can’t be retrieved.

15. Zoho CRM Plus

Zoho CRM Plus is a unified CX platform that aligns sales, marketing, and service teams to deliver personalized, context-aware engagement across every channel. It’s 360-degree customer view provides real-time insights into every interaction. The built-in AI assistant, Zia, predicts trends, detects sentiment, and suggests the best times to engage.

The Experience Command Center allows teams to collaborate through chat, screen sharing, and instant approvals, streamlining workflows across departments and turning insights into action.

Best features

Omnichannel Engagement, Collaboration, Process Management, Analytics, Unified Analytics, Dashboards, AI Assistant, AI Recommendations, Anomaly Detection, Sentiment Analysis, Customizable Dashboards, AI-Powered Voice & Text Commands, Surveys

Pricing

• Free trial: 30-day access to all features and capabilities.
• Paid: Starts from $57/month, billed annually.

Pros:

• One-click integrations and a wide range of lead filters are great for sales teams.
• Seamlessly integrates with other Zoho products to enhance overall functionality.

Cons:

• Task filtering by time zone is currently limited.
• Working with large datasets can sometimes cause a slight performance lag.

16. Adobe Experience Manager

Adobe Experience Manager (AEM) is a content management platform purpose-built to elevate customer experience by delivering the right content to the right person, at the right time, across any channel. It empowers brands to create consistent, personalized journeys by unifying content creation, delivery, and optimization in one place.

With built-in AI and real-time insights, teams can adapt content based on customer behavior, shorten time to market, and orchestrate seamless experiences that feel intuitive to the customer, building trust, increasing engagement, and driving long-term loyalty.

Best features

Data Management, Journey Orchestration, AI-Driven Insights, Customer Engagement, Audience Targeting, Omnichannel Lifecycle Marketing, Customer Journey Analytics, Cohort Analysis, Personalization, 

Pricing

• Info for plans is not available on the website.

Pros:

• You can nest content fragments within each other, making it easy to manage, track, and update content as business needs change.
• It integrates well with other Adobe tools, which helps engagement teams easily target audiences and generate reports.

Cons:

• The platform offers many features, which can lead to a steep learning curve, especially for non-technical users.
• Performance can slow down at times if the setup isn’t well optimized.

Product management & prioritization tools

These platforms help align product development with customer needs by consolidating feedback, surfacing insights, and prioritizing features. They ensure roadmap decisions are data-driven and closely tied to real user pain points.

17. Productboard

Productboard is a product management platform that improves customer experience by turning customer feedback into focused product decisions. Its centralized Insights board lets teams link real user inputs directly to feature ideas, ensuring that development stays aligned with actual needs. This leads to faster, more impactful releases, stronger internal alignment, and a product experience that truly resonates better with users.

Best features

AI-Powered Customer Insights, Product Roadmapping, Customer Engagement, Feedback, Insights Automation, Manual & Dynamic Customer Segments, Customizable Roadmap Templates, Usage Reports, Interactive Analytics

Pricing

• Free trial: Available on all paid plans except for the Enterprise plan.
• Free: Basic features are free for everyone.
• Paid: Starts from $19/maker/month, billed annually.

Pros:

• The flexible, visual roadmap simplifies communication of product direction across teams.
• The customer support is responsive and helpful that resolves issues quickly.

Cons:

• The platform may slow down when working with large datasets, which can affect productivity.
• Analyzing feedback requires extra manual effort, as deeper insights aren’t easily surfaced through the current tools.

Additional tools for every stage of the customer experience

Google Analytics: Website behavior tracking and audience insights

Mixpanel: Product analytics

Glassbox: Digital experience analytics

Scribe: Step-by-step how-to guides

Podium: Lead generation and management

SurveySparrow: Conversational surveys

Zonka Feedback: AI-driven CX & feedback

Best customer experience platforms: Summary 

CX Platform	Features	Pricing
Qualtrics XM	Digital Experience Analytics, Online Reputation Management, Website & App Feedback, Customer Surveys, AI-Generated Responses, Location-Level Analytics, AI-Powered Insights, Quality Management	Custom plans are available on request.
Freshdesk	Workflow Automations, Advanced Agent Routing, Field Service Management, Multilingual Conversations, Pre-Defined Reports & Dashboards, Customized Dashboards, Freddy AI, CRM	Free trial: 14 days on all paid plans. Free plan: Up to 2 agents, including all basic features. Paid plan: Starts at $15/agent/month, billed annually.
Walnut	Customer Success Engagement, Interactive Tutorials, Customer Onboarding, Retention, Demo Analytics, Hubspot & Salesforce Integrations, Playlists, Video Overlay, AI Tools	Paid: Plans start from $9,200/year.
VWO	Heatmaps, Session Recordings, On-Page Surveys, Segmentation, Testing, Funnel Analysis, Feature Management, Personalization, Copilot AI, Program Management	Free trial: 30 days, inclusive of most of the features Free: Up to 5k MTUs Paid:Insights start from $199/month. Personalization starts at $234/month. Testing starts at $220/month.
Productboard	AI-Powered Customer Insights, Product Roadmapping, Customer Engagement, Feedback, Insights Automation, Manual & Dynamic Customer Segments, Customizable Roadmap Templates, Usage Reports, Interactive Analytics	Free trial: Available on all paid plans except for the Enterprise plan. Free: Basic features are free for everyone. Paid: Starts from $19/maker/month, billed annually.

How to choose the right CX software

Delivering an exceptional customer experience means supporting users at every touchpoint – whether visible or behind the scenes. To make that possible, businesses need a well-integrated toolkit that includes customer experience software solutions to analyze behavior, personalize journeys, provide real-time support, and eliminate friction across the funnel.

Here’s how to choose a platform that aligns with your customer experience goals and helps you scale impact:

1. Align with your CX goals

Start by defining your top priorities. Do you need to improve onboarding, personalize interactions, analyze drop-offs, or collect real-time feedback? Choose tools that directly support these needs, whether across marketing, product, support, or success.

2. Evaluate ease of use & setup

A powerful platform isn’t helpful if it’s hard to use. Choose tools that are intuitive, quick to implement, and easy for cross-functional teams to adopt without steep learning curves or heavy dev dependencies.

3. Prioritize scalability & flexibility

Your CX software should grow with your business. Look for platforms that can adapt to changes in team size, product complexity, and customer volume without compromising performance.

4. Ensure strong data security

Protecting customer data is non-negotiable. Select tools with strong security protocols like data encryption, SSO, GDPR compliance, and secure cloud infrastructure to build customer trust.

5. Focus on real-time insights

Look for software that delivers real-time behavioral analytics, user feedback, and testing data. This helps you act fast on friction points, optimize journeys, and continuously improve the experience.

6. Check for integrations

A good CX platform should plug seamlessly into your existing martech and product stack (CRM, CDP, analytics, support tools). This reduces silos and ensures consistent, end-to-end experience management.

7. Understand ROI and total cost

Beyond the base price, assess long-term value, including setup time, maintenance costs, and its impact on key metrics like retention and conversions. Choose pricing models like VWO’s Monthly Tracked Users (MTU) approach, where you pay based on the unique visitors engaging with your campaigns each month, ensuring costs scale with your actual traffic and needs. Always validate claims with real-world case studies and customer outcomes.

8. Choose a CX-first partner

Software built specifically for CX often comes with better UX thinking, more relevant features, and support that understands your challenges. Look for providers who actively publish benchmarks, offer strategic support, and show a clear CX focus.

FAQs