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Customer Journey and Experience Software 2021: Complete Guide

Customer Journey maps are the visual representation of customer interactions with the brand. Customer Journey Software helps in the process of creating these maps which help businesses to understand how customers perceive their business. Customer Experience (CX) is how a customer feels while going through the entire process. It relates to the experience and interactions of the person. Learn why Customer Journey and Experience Software are important for your business and how to choose the right software.

Last updated: Apr 30, 2021

Customer Journey and Experience Software 2021: Complete Guide

What is Customer Journey and Experience?

Customer Journey and Customer Experience (CX), a decade ago, may have been abstract marketing concepts, but not any longer. A 2018 Gartner survey found that over 60% of organizations carried out business model changes to try and improve CX, including customer journey planning.

The new marketing practices that stem from an aware approach to CX help brands develop and maintain relationships with customers by shifting focus from single-touchpoint personalization to a multiple-touchpoint and omnichannel journey.

Customer journey and customer experience are intricately related. A curated CX can only take place when companies have clarity about the journey that someone will take or has taken in order to become a customer. So, to understand the relation between the two, let's explain each of these concepts.

What is the difference between Customer Journey and Customer Experience?

Customer Journey is a set of actions and routes that a customer undergoes to buy a product or service. If the customer is purchasing insurance, the customer journey is all the action she takes, from the moment of searching on the web to going to the website to choose the right policy, to receiving the policy in their email inbox and/or mailbox. The customer journey can be broken down into different stages. Depending on businesses’ needs or consumer profiles, the number of stages or sub-stages can differ. But overall, the broad-level stages with major touchpoints during a customer’s journey are Awareness, Consideration, Purchase, Retention, and Advocacy.

Customer Experience (CX) is how a customer feels while going through the entire process. It relates to the experience and interactions of the person. The information exchange, reactions, feelings that an existing customer or potential customer experiences during every touchpoint of purchasing, and then, using the product or service - all of these are what constitute CX. From building trust to understanding your buyers, there are tons of ways you can improve the customer experience. It is important to create a customer experience strategy

Customer Experience can be parsed for just one touchpoint, or with the entire product cycle interaction. Customer Journey is an account of all the possible touchpoints where a customer engages with a brand.

What is the difference between Customer Journey Map and Customer Experience Map?

Customer Journey Mapping is a visual interpretation of individuals’ relationship with a company, service, product, or brand over time and across channels. It facilitates the studying of customer experience by visualizing customers' thoughts and feelings through the touchpoints, which are the points of interaction. These visualization design tools allow companies to do a deep-dive into each defined touchpoint and the experience associated with it. This enables companies to figure out nuances and feelings attached to each touchpoint and the journey’s progress from thereon.

The software guides marketers to focus on the major stages of the journey and the touchpoints associated with each stage, which then feeds into their attempt to develop processes for the best possible customer experience. Having a consistent omni-channel communication strategy is important as customer experience is built across multiple channels. Some of the common touchpoints are listed below for each stage of the customer journey.

What is the difference between Customer Journey Map and Customer Experience Map?
Awareness touchpoints
  • Web search
  • Social media presence
  • Public relations
  • Online and traditional advertising
  • Top-of-the-funnel content
  • Peer referral
Consideration touchpoints
  • Product catalogs
  • Peer referral
  • Social media presence

Knowledgebase content

  • Webinars
  • Free trials
  • Product/service demos
  • Testimonials
  • Discounts
  • Q&A sessions
Purchase touchpoints
  • Product catalogs
  • Product reviews
  • Checkout page and process
  • Account creation process
  • Company representative interaction
  • Point-of-sale and physical store interactions
Retention touchpoints
  • Thank you mails
  • Customer support
  • FAQs
  • Knowledgebase
  • Cross-selling and upselling communication
  • Social media interaction
Advocacy touchpoints
  • Online and offline feedback forms
  • Social media presence
  • Testimonial requests

The software solution enables the company to define the customer journey properly and makes it easier to set up processes and actions for focused customer experience. The experience is key to the satisfaction or its lack of it that facilitates the customer to complete their journey or abandon it midway.

A Customer Experience Map is a much deeper evaluation than just a journey map. It not only takes into account the given journey map but may also include experiences outside of the defined journey. The software collects data about every touchpoint interaction the company has with current and potential customers, which the company can measure and analyze, and evaluate each customer’s lifecycle value. Insights from this can be used to improve the overall experience that customers have with the company.

Benefits of using Customer Journey and Customer Experience Software

Today, there are so many channels and modes for engaging a customer that visualizing the typical customer relationship is no easy task. Most customer relationships are quite complex, considering their expectations, stage of the relationship, and the potential touchpoints. It is very important to understand the route that potential leads and customers take from their very first moment with a brand until conversion and beyond.

As a company, we tend to talk in terms of multiple touchpoints and omnichannel, but to a customer, all of it is just one brand. The customer wants their experience to be seamless across all channels, without the need to repeat or explain their requirements. A map helps uncover the gaps and complications that arise with siloes in a business. Some of the benefits of a customer journey map would be:

  • Help the marketer see where and how customers interact with the business, thus revealing even the not-so-obvious but important touchpoints
  • Allows real-time discussions with customers to share information and get immediate feedback
  • Focus on different stages in the buying funnel for any particular customer need
  • Set the customer journey in a logical order
  • Identify the communication or service gaps
  • Provide a customer’s view on the sales process
  • Highlight gaps between the desired and the actual customer experience and try to improve them
  • Concentrate efforts and expenditure on the prioritized areas to increase efficiency
  • Create statistical reports to assess customer satisfaction and improve internal processes to attract and retain customers

The ripple effect of a happy customer pays off well for companies. Drawing multiple paths and maintaining accurate records for all customer interactions can be a drain on time, effort, and is very difficult to manage. The major benefit of Customer Journey and Experience software is to consolidate numerous processes into one system and ease the course of building reasonable business solutions. This helps maintain healthy engagement with customers, boosts sales, and maximizes profits.

Industries that use Customer Journey and Experience Software

Any industry that uses multiple channels to reach out and engage with customers would do well to adopt this software. Some of the top industries would be:

  • Banking, Financial Services, and Insurance:
  • Hospitality and Travel
  • Telecom
  • Retail
  • Automotive
  • Healthcare
  • Education

According to Gartner, Inc., more than half of all organizations will redirect their investments towards customer experience innovations in the times to come.

Users of Customer Journey and Experience Software

Earlier in the article, we mentioned that for a customer’s point of view, it is one brand or product or service or business, irrespective of how they interact with it. The customer wants a seamless experience irrespective of the stages of the journey or any touchpoints inside or outside the journey. That is why it is essential to bridge the gap between sales, marketing, and operations teams. With Customer Journey and Experience software, marketing, sales, and even customer service and operations collaborate to ensure that the customer journey is not fragmented and consistent experience is provided.

Almost every department uses it and no department can strictly work on siloes. They collaborate to bring together a cohesive customer experience.

In a recent Econsultancy report on digital marketing trends, 20% of marketers surveyed said that customer experience (CX) is the single most exciting opportunity for their organization in the upcoming year.

Business Problems Solved by CJ-CX Software

Today’s customer is very demanding. With access to considerable information, they expect on-time and stress-free personalized interactions. A small glitch may result in alienating not just the customer but also others in their network, thanks to the current socially connected world. Companies are able to address this problem with technology.

Some of the major business problems that the CJ and CX maps help companies address:

Better Understanding of Customer Pain Points

While roleplaying as a customer for the analysis of the journey map, you’ll be able to identify the communication or service gaps in your map while moving from one touchpoint to another.

Increased Customer Engagement

The roleplaying part while defining the CJ, reveals the possible situations customers will interact with the brand. This will help you design and implement solid and consistent processes to engage the customer.

Increase in Sales

A consistent CX directly influences the positive word of mouth review and a reduction in customer churn, thus reducing the cost of acquiring new customers. This also results in increased sales. Upselling and cross-selling efforts show more results.

Loyal customers and better employee satisfaction

When the expectations of a customer are met, their satisfaction and loyalty also increase. The customer journey map gives a high-level view of the entire customer experience. While drawing it up, the employees get a better perspective of who the customer is. It helps employees to improve the process and to collaborate across teams to create a stronger, better, and consistent customer experience. Companies with a clear customer journey map also have a better hold over cross-team collaboration. Higher effectiveness at work results in higher employee satisfaction.

Future Proof

Consumers are rapidly shifting from offline to online, with a variety of digital devices assisting their purchasing decisions. Even the offline interactions, like location-based services, are taking on a digital component. More digital devices or platforms may keep coming up and customers may adopt them much faster than before to evaluate a possible purchase. It is best to understand quickly how the interactions work, and be prepared to take advantage of that timely understanding.

The ultimate function of customer feedback is to identify areas to improve and increase customer loyalty and satisfaction. Smart use of CJ-CX software enhances the utility of customer feedback multifold.

Key Features of Customer Journey and Experience Software

A well-designed customer journey map helps chart out improvements in the customer experience. Customer journey mapping tools assist in identifying touchpoints and the associated experiences at various stages of the customer journey. This may sound rather simple, but it really is not. Customer Journey is not the same linear path for all customers, and even for the same customer at different times. Because of this, choosing the right tool with the right features can be a challenge. It is important to know the business; purpose exactly, and based on that, look for the key features in the available solutions.

There are two types of tools available:

Journey Mapping and Visualisation Tools

For businesses and marketers who wish to only visualize the customer journey, Mapping & Visualisation tools might be the best option. Some of the key features to look out for would be: create persona, flow charts, data diagrams, wireframes, built-in shape/objects, templates, collaboration capability with multiple users.

Customer Experience Software

Here, the main focus is on bringing customer feedback into the organization at every possible touchpoint during the customer journey. The main highlight of such tools is to bring in both quantitative and qualitative data from various channels and touchpoints, which can be used to improve internal processes. Some of the key features in such tools would be: multi-channel data collection, project & task management for cross-team collaboration, data diagnostics, access to real-time customer feedback, ticket management, performance gap triggers, dashboard views, reports and analysis.

AI in Customer Journey and Experience Software

Artificial intelligence (AI) and Machine Learning (ML) are the hottest buzzwords right now. Given the many possibilities that AI promises, the potential to improve CX is immense. Sure enough, AI has been promptly incorporated into solutions to provide intelligent, convenient, and informed CX at any point during the customer journey.

The power to analyze and manage enormous data from varied sources is what makes the AI help create better and meaningful customer experiences. It can capture and analyze data related to human behaviors and emotions as well.

The ways AI can be used to improve CX could be:

  • Automated Customer Service using chatbots and virtual assistants. It can also enable customers to self-service their simple problems. It guides them step-wise to troubleshoot and fix issues, thus saving a lot of time and human resource costs.
  • Predictive trends and personalization, which is basically an ability to expect the actions of customers, based on their earlier behaviors.
  • Targeted marketing, as AI can help formulate the right personalized message and recommendations by building on its analysis of the customer’s past behavior.
  • With the power to handle a vast scale of information efficiently, AI enables businesses to make faster and informed decisions. AI-enabled customer analytics software can go through much larger and complex data to bring up many more viable business opportunities.

Automation of routine processes can increase operational efficiency and increase productivity. By applying cognitive computing, companies can create sophisticated customer journey analytics by simplifying customer interactions, and deliver meaningful messages to enhance customer engagement.

Artificial Intelligence has tremendous possibilities in the area of understanding and satisfying customers. It is no secret that AI-driven customer journey analytics will soon be the very basic requirement for most businesses to deliver high-impact customer experience quickly and efficiently.

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Buyer’s Guide - Guide to Choose Customer Journey and Experience Software

The ultimate objective of this software is to build customer loyalty and reduce customer churn. The complexity of deciding the perfect solution for a company or team stems from the fact that it depends on many factors. It could range from being a very basic tool to communicate with customers to being a robust platform with all-inclusive features, which integrates with existing business applications.

Understanding, evaluating and then prioritizing the needs is very important while selecting the right customer journey and CX software. There are many software tools and solutions to pick from. Investing time in thorough research to shortlist the software most appropriate to meet business requirements is essential. One must bring in considerations such as integration of communication from all platforms/devices, using existing customer databases and other customer-related applications, and the size and scaling potential of the company. Also take into account the available budget to buy, implement, and maintain the software solution.

Buyers are recommended to consider peer reviews and expert opinions that are extensively available on Cuspera before making buying decisions. Cuspera’s AI based engine guides you through the requirement process to help you choose the right software.

Go to Cuspera

Once you have shortlisted the product and vendor based on business needs and product features, it is a good practice to verify the vendor’s track record in your industry, and, if possible, to obtain references from a few existing clients for. Many vendors offer free demos. It is best to utilize free demos with use cases relevant to your business.

Challenges in adopting Customer Journey and Experience Software

Customer journeys are complex — spread across months, multiple touchpoints, and many channels. The precise approach to adoption varies depending on industry and target segments, and must tackle pain points if any, and foresee future needs. Getting this right is crucial for positive customer experience and can be a key differentiator for many companies.

Every company is different and may face unique challenges in adopting and benefitting from the available software solutions. In a November 2019 survey, it was found that 22% of companies cited legacy systems as the biggest challenge to adopt CX platforms efficiently into their system.

While legacy systems may seem the biggest reason, the other most common ones are lack of appropriate planning and clear strategy, making an investment in technology ineffective. Many feel that budgets were assigned but not strategically utilized. Differences between environments can introduce errors and lead to much frustration. Precious time gets wasted at times in fixing problems due to incompatible codes introduced during the software lifecycle.

This is a key challenge. For a transformation initiative to succeed, it needs an empowered executive champion to drive cultural change and strategic investments. CX spans multiple departments: operations, delivery teams, marketing, sales, and service, to name some. Each team must have objectives that align with the overall business objectives of customer satisfaction.

ROI of Customer Journey and Experience Software

According to IBM’s 2017 CX Index, omnichannel shoppers spend between 50% and 300% more than single-channel shoppers. “By providing a consistent experience across channels, brands can increase ROI, reduce churn, and increase lifetime value in the long-term.” This has only intensified in the three years since this report.

The new technology-driven marketing practices empower brands to build and maintain relationships with customers on a cross-channel, omnichannel, multipoint journey. And, it’s working — there is more investment in CX because of its impressive ROI potential.

Measuring the ROI of customer experience software is not easy. While one knows the exact amount spent on improving customer experience, measuring the benefits from that investment can be difficult. While linking customer experience and business metrics, one must account for quantitative and qualitative factors as well. And those are certainly not easy to chart.

2% increase in customer retention has the same effect on profits as cutting the costs by 10%

E C M A M

Emmett C Murphy Mark A Murphy

Authors, Leading on the Edge of Chaos

ROI may mean different things to different industries. A value-for-money deal may be a wonderful customer experience for the travel industry, but it may not have much impact in medical care. In some industries, returns may start showing in a few days or weeks, and in others it might take a year or more for any results to show. Also, niche companies with specific target audiences may have better customer ratings than larger companies who serve a diverse group of customers, as large companies deal with more people, diluting the overall experience. It is best to define your own parameters to calculate your ROI based on the size of your company and the industry it belongs to.

Some parameters that may be used to understand the ROI of the implemented solution:

  • Revenue growth
  • Customer Retention
  • Cross-sell/Upsell – Satisfied customers may purchase additional products and services from the same brand.
  • Customer Servicing Cost – Streamlined processes can improve customer experience and increase efficiency. For example, introducing an FAQ for common issues can resolve the problem, reducing the load on support staff.
  • Cost Control – Satisfied customers have fewer issues and need less support. It also encourages customer referrals and customer advocacy, thus helping the business grow with less advertising

Quality customer experience is certainly an area that merits investment, even though it may not be easy to conceptualize and calculate returns. Begin with small steps that can show positive effects. Then scale it further with short-term and long-term goals in mind.

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63 Customer Journey and Experience Software

Auryc

Auryc, Customer Intelligence Platform | Session Replay, Behavior ...

4.69

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Auryc

4.69
★★★★★
★★★★★
Auryc, Customer Intelligence Platform | Session Replay, Behavior ...

Auryc is a customer journey intelligence platform that surfaces real-time insights with powerful visual context across all digital e-commerce journeys. It helps enterprises find and resolve the customer journey issues that directly impact conversions and customer satisfaction.

Highlights
Top Business Usecases : Engagement management,Customer feedback management,Engaging and following up
Top Features : Recording,Dashboard
Auryc Icon

Vendor: Auryc

Company Size: 11-50

HQ Location: 5050 W El Camino Real, Los Altos, California 94022, US

Financials: Series A

Cooladata Platform

Journey analytics to understand customers, improve product, and grow revenue.

4.63

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Cooladata Platform

4.63
★★★★★
★★★★★
Journey analytics to understand customers, improve product, and grow revenue.

Cooladata Platform is a business intelligence and journey analytics platform designed for enterprises to help improve sales and revenue through customer and product behaviour analysis. The tool also offers a fully managed data warehouse to store all the data in one place and runs analysis to generate insights.

Highlights
Top Business Usecases : Training & onboarding,Social media management,Social media analytics
Top Features : Dashboard
Cooladata Platform Icon

Vendor: Medallia

Founded: 2001

Company Size: 1001-5000

HQ Location: 200 W 41st Street New York, NY 10036 USA

Financials: IPO

Insider Platform

AI-powered Marketing Platform that help marketers drive growth

4.59

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Insider Platform Icon

Insider Platform

4.59
★★★★★
★★★★★
AI-powered Marketing Platform that help marketers drive growth

Insider platform is a growth management platform for digital marketers to drive growth across the funnel, from acquisition to activation, retention, and revenue.

Highlights
Top Business Usecases : Customer engagement,Ad management,Segmentation and targeting
Top Features : Personalization,Push Notification,Templates
Insider Platform Icon

Vendor: Insider

Company Size: 251-500

HQ Location: Singapore

Financials: Series B

WebEngage

Marketing Automation tool to craft contextual and personalized campaigns

4.52

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WebEngage

4.52
★★★★★
★★★★★
Marketing Automation tool to craft contextual and personalized campaigns

WebEngage is a customer data platform and marketing automation suite that makes user engagement and retention simplified and highly effective for consumer tech enterprises and SMBs. The platform helps brands drive more revenue from their existing customers and anonymous users through highly contextual, hyper-personalized engagement campaigns across 10 communication channels.

Highlights
Top Business Usecases : Engagement management,Engaging and following up,Communication management
Top Features : Personalization,Alerts: popups & Notifications,Dashboard
WebEngage Icon

Vendor: WebEngage

HQ Location: B-1602, Lotus Corporate Park, Goregaon East, Mumbai, Maharashtra 400063, IN

BlueVenn Marketing Platform

Customer Data Platform that connect marketers with their customers

4.51

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BlueVenn Marketing Platform Icon

BlueVenn Marketing Platform

4.51
★★★★★
★★★★★
Customer Data Platform that connect marketers with their customers

BlueVenn Marketing Platform is a customer data platform (CDP) for marketers to consolidate their data, undertake customer analytics and execute automated omnichannel customer journeys. It is suitable for businesses across a variety of industries including retail, finance, publishing, travel and leisure.

Highlights
Top Business Usecases : Engagement management,Customer case management,Helpdesk management
Top Features : Personalization
BlueVenn Marketing Platform Icon

Vendor: Blue Sheep

HQ Location: The Quadrangle, Imperial Square, Cheltenham, Gloucestershire GL50 1PZ, GB

Acquia Experience Platform

Customer Journey Mapping & Orchestration - Acquia Journey

4.50

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Acquia Experience Platform Icon

Acquia Experience Platform

4.50
★★★★★
★★★★★
Customer Journey Mapping & Orchestration - Acquia Journey

Acquia Experience Platform is an omnichannel tool designed for the brand managers and marketers, to help map customer journey and utilize the learnings to craft a sequence of personalized touchpoints and trigger.

Highlights
Top Business Usecases : Engagement management,Engaging and following up,Content management
Top Features : Personalization,Feedback surveys,Recording
Acquia Experience Platform Icon

Vendor: Acquia

Company Size: 501-1000

HQ Location: 53 State Street, Exchange Place, Boston, MA 02109, US

Financials: Series G

Flockrush

Create Smarter Content Experiences - Flockrush

4.50

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Flockrush

4.50
★★★★★
★★★★★
Create Smarter Content Experiences - Flockrush

Flockrush is a Customer Journey and Experience Software. Flockrush helps B2B companies create smarter content experiences that make it easy for customers to buy. Flockrush is designed to serve Enterprises, Agencies. Flockrush provides end-to-end solutions designed for Web App.

Highlights
Top Business Usecases : Content management,Sending & publishing communications,Communication management
Top Features : SEO
Flockrush Icon

Vendor: Flockrush

Company Size: 2-10

HQ Location: 8 King Street East, Toronto, Ontario M5C 1B5, CA

Financials: Private

Thunderhead

Thunderhead - Understand Intent-Driven Customer Journeys

4.46

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Thunderhead

4.46
★★★★★
★★★★★
Thunderhead - Understand Intent-Driven Customer Journeys

Thunderhead is a Customer Journey and Experience platform with a unifying layer of technology that learns, understands and orchestrates customer conversations and journeys across all interactions and organizational silos. It helps brands get closer to their customers by helping them to better understand and meet the wants and needs of every individual customer, regardless of where, when, and how they interact.

Highlights
Top Business Usecases : Engagement management,Engaging and following up,Helpdesk management
Top Features : Personalization,Ticketing
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Vendor: Thunderhead

HQ Location: Ingeni building, 5th Floor, Soho, London, W1F 0DJ, GB

Indicative Analytics

Indicative | Behavioral Analytics, Free From Limits

4.45

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Indicative Analytics

4.45
★★★★★
★★★★★
Indicative | Behavioral Analytics, Free From Limits

Indicative Analytics is a behavioral analytics platform used for customer analytics. It helps to increase customer lifetime value and enhance customer relationships.

Highlights
Top Business Usecases : Engagement management,Engaging and following up,Product marketing
Top Features : Dashboard,Personalization,Calculator
Indicative Analytics Icon

Vendor: Indicative

Company Size: 11-50

HQ Location: 33 W 17th St, New York, New York US

Financials: Seed

Cyara

Automated CX Assurance Platform

4.44

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Cyara Icon

Cyara

4.44
★★★★★
★★★★★
Automated CX Assurance Platform
Highlights
Top Business Usecases : Engagement management,Contact list management,Helpdesk management
Top Features : Personalization,Ticketing,Alerts: popups & Notifications
Cyara Icon

Vendor: Cyara

Company Size: 101-250

HQ Location: Redwood City, California

SundaySky

The Personalized Video Marketing Cloud

4.44

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SundaySky

4.44
★★★★★
★★★★★
The Personalized Video Marketing Cloud

SundaySky is a Customer Journey and Video Experience platform. SundaySky’s personalized video marketing platform enables brands to deliver scalable one-to-one video experiences that foster long-term customer relationships. SundaySky empowers marketers to easily create, manage and optimize real-time personalized video programs throughout the customer lifecycle.

Highlights
Top Business Usecases : Engagement management,Engaging and following up,Advertisement
Top Features : Personalization
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Vendor: SundaySky

HQ Location: 229 W. 36th Street, 2nd Floor, New York, NY 10018, US

Woopra

woopra.com - Customer Journey Analytics for Web, Mobile, Product and Beyond

4.38

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Woopra

4.38
★★★★★
★★★★★
woopra.com - Customer Journey Analytics for Web, Mobile, Product and Beyond

Woopra is a real-time customer analytics platform used by sales, service, and marketing teams. It is a solution that redefines how companies understand, analyze, engage, and retain their customers. It helps to enhance customer relationships and increase sales and revenue.

Highlights
Top Business Usecases : Engagement management,Helpdesk management,Engaging and following up
Top Features : Personalization,Dashboard,Live monitoring
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Vendor: Woopra

Company Size: 11-50

HQ Location: 300 Montgomery St, Suite 208, San Francisco, CA 94104, US

Financials: Private

FirstHive

Customer Data Platform to build persistent customer identities

4.36

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FirstHive

4.36
★★★★★
★★★★★
Customer Data Platform to build persistent customer identities

FirstHive is a customer data platform that builds unique customer identities by collecting data from various sources. It allows enterprises to execute data-driven marketing by targeting customers.

Highlights
Top Business Usecases : Engagement management,Engaging and following up,Social media management
Top Features : Dashboard,Personalization,Recording
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Vendor: FirstHive

Company Size: 11-50

Financials: NA

Foresee CX Suite

One solution to power your CX intelligence

4.34

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Foresee CX Suite

4.34
★★★★★
★★★★★
One solution to power your CX intelligence

ForeSee CX Suite is a cloud-based analytics suite designed to help small to large businesses view and gain insights on customer experiences (CX). It helps to improve digital and social presence and enhance customer relationships.

Highlights
Top Business Usecases : Customer feedback management,Measuring customer satisfaction,Helpdesk management
Top Features : Feedback surveys,Personalization,SEM
Foresee CX Suite Icon

Vendor: Foresee

Founded: 2001

Company Size: 251-500

HQ Location: 2500 Green Road, Suite 400 Ann Arbor, MI 48105

Financials: M&A

Survaider

Survaider - Collaboration tool to improve Customer Experience

4.31

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Survaider

4.31
★★★★★
★★★★★
Survaider - Collaboration tool to improve Customer Experience
Highlights
Top Business Usecases : Customer feedback management,Helpdesk management,Measuring customer satisfaction
Survaider Icon

Vendor: Survaider

Company Size: 11-50

HQ Location: 482, 5th Block Jayanagar, Bangalore, Karnataka 560041, IN

Financials: Seed

interana

Interana - The World's Most Advanced Platform for Behavioral ...

4.31

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interana

4.31
★★★★★
★★★★★
Interana - The World's Most Advanced Platform for Behavioral ...

Interana is the fast and scalable event-based analytics solution to answer critical business questions about how customers behave and products are used. It helps companies build the right strategies to acquire new customers, maximize retention, and improve business performance.

Highlights
Top Business Usecases : Engagement management,Funnel analysis,Lead analytics
Top Features : Predictive analytics,Recording
interana Icon

Vendor: Interana

Company Size: 51-100

HQ Location: 100 Redwood Shores Pkwy, Redwood City, California 94065, US

Financials: Series A

Piwik PRO

Analyze the customer journey across websites and apps

4.31

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Piwik PRO

4.31
★★★★★
★★★★★
Analyze the customer journey across websites and apps

Piwik PRO is a digital analytics platform empowering organizations to analyze and streamline customer journeys. It helps to enhance customer relationships and improve internal communications.

Highlights
Top Business Usecases : Engagement management,Campaign management,Engaging and following up
Top Features : Dashboard,Personalization,Widgets
Piwik PRO Icon

Vendor: Piwik Pro

Founded: 2013

Company Size: 101-250

HQ Location: ul. ?w. Antoniego 2/4 50-073 Wroc?aw Poland

Financials: Series A

Glassbox Digital

Glassbox: Innovative Digital Customer Experience Solutions

4.30

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Glassbox Digital

4.30
★★★★★
★★★★★
Glassbox: Innovative Digital Customer Experience Solutions

Glassbox Digital is an Enterprise Analytics platform that analyses every digital customer interaction. It is an innovative customer experience solution to help organizations manage the results of big data analytics. Glassbox informs and facilitates action based on those insights that can lead to enhanced customer experience, improved conversion ratios, higher sales, agile IT troubleshooting, and also improved regulatory compliance and faster customer disputes resolution.

Highlights
Top Business Usecases : Engagement management,Proposal & quote management,Sales document management
Top Features : Recording,Personalization,Dashboard
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Vendor: Glassbox Digital

Company Size: 11-50

HQ Location: London, England

Financials: Series C

Optimove

Relationship Marketing Hub that help marketers drive growth by transforming customer data into actionable insights

4.28

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Optimove

4.28
★★★★★
★★★★★
Relationship Marketing Hub that help marketers drive growth by transforming customer data into actionable insights

Optimove is a Relationship Marketing Software as a service platform that drives measurable growth through targeted campaigns, measurement and optimization. It is suited for enterprises looking to use intelligent communications to understand and impact customer behavior.

Highlights
Top Business Usecases : Engagement management,Engaging and following up,Lifetime value management
Top Features : Personalization,Dashboard,Calculator
Optimove Icon

Vendor: Optimove

Company Size: 101-250

HQ Location: 217 West 21st St., 2nd Floor, New York, New York 10011, US

Financials: Series A

Kitewheel

Kitewheel - Real-time Journey Management, Customer Journey Software

4.27

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Kitewheel

4.27
★★★★★
★★★★★
Kitewheel - Real-time Journey Management, Customer Journey Software

Kitewheel is a Customer Journey and Experience Software. Kitewheel Customer Journey Hub orchestrates marketing and sales technologies to provide contextual interactions throughout the touchpoints. It enables marketers to target individual customers in real-time and helps them in creating optimized customer journeys.

Highlights
Top Business Usecases : Engagement management,Engaging and following up,Helpdesk management
Top Features : Personalization
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Vendor: Kitewheel

Company Size: 11-50

HQ Location: Boston, MA

Financials: Private

ObservePoint

VideoAssurance - Intelligent Video Analytics | ObservePoint

4.26

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ObservePoint

4.26
★★★★★
★★★★★
VideoAssurance - Intelligent Video Analytics | ObservePoint

ObservePoint is a Digital Analytics platform that helps to capture and validate every customer touch point and generates actionable insights. It helps to drive revenue growth and improve ROI. The application helps to establish automated process, for ease in marketing that requires the use of data-driven decisions.

Highlights
Top Business Usecases : Engagement management,Engaging and following up,Digital marketing
Top Features : Alerts: popups & Notifications
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Vendor: Observepoint

Founded: 2007

Company Size: 51-100

HQ Location: 251 W River Park Dr #300 Provo, Utah 84604

Financials: Series B

Heedbook

Neural network for customer experience

4.23

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Heedbook

4.23
★★★★★
★★★★★
Neural network for customer experience
Highlights
Top Business Usecases : Measuring customer satisfaction,Customer feedback management
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Vendor: Heedbook

Company Size: 10001+

HQ Location: st. Plekhanova, 4a, Moscow, Moscow 111123, RU

Xtremepush

mobile marketing automation - Xtremepush

4.21

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Xtremepush

4.21
★★★★★
★★★★★
mobile marketing automation - Xtremepush
Highlights
Top Business Usecases : Engagement management,Engaging and following up,Channel marketing
Top Features : Personalization,Alerts: popups & Notifications
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Vendor: Xtremepush

Company Size: 11-50

HQ Location: Dublin

Financials: Private

Sitefinity Digital Experience Platform

Sitefinity Content Management and Digital Marketing Platform

4.19

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Sitefinity Digital Experience Platform

4.19
★★★★★
★★★★★
Sitefinity Content Management and Digital Marketing Platform

Sitefinity Digital Experience Platform is a digital marketing platform designed to help businesses grow online and make their marketing efforts a success. It helps companies of various sizes engage with the customers and convert and retain them.

Highlights
Top Business Usecases : Content management,Engaging and following up,Engagement management
Top Features : Personalization
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Vendor: Progress

Founded: 2014

Company Size: 1001-5000

HQ Location: 14 Oak Park Drive Bedford, MA 01730

Financials: IPO

Roojoom

roojoom.com - THE AUTONOMOUS DRIVER FOR YOUR CUSTOMER JOURNEYS

4.17

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Roojoom

4.17
★★★★★
★★★★★
roojoom.com - THE AUTONOMOUS DRIVER FOR YOUR CUSTOMER JOURNEYS

Roojoom is a personal customer journey platform that enables brands to gain control over every customer's journey, advancing business objectives such as service utilization, up-selling, self-service, and brand loyalty. It supports all types of customer journeys throughout the customer lifecycle from acquisition to utilization to retention, customer service self-care and agent-based journeys.

Highlights
Top Business Usecases : Engagement management,Training & onboarding,Engaging and following up
Top Features : Personalization
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Vendor: Roojoom

Company Size: 11-50

HQ Location: 745 Atlantic Ave, Boston, Massachusetts 02111, US

Financials: Series A

Smaply

Smaply Journey mapping online tool

4.17

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Smaply

4.17
★★★★★
★★★★★
Smaply Journey mapping online tool
Highlights
Top Business Usecases : Collaboration,Customer feedback management,Measuring customer satisfaction
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Vendor: Smaply

Company Size: NA

HQ Location: Sterzinger Strasse 1, Innsbruck, Austria 6020, AT

Financials: NA

Kademi

Move away from multi-channel to omni-channel customer engagement - Kademi.co

4.17

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Kademi

4.17
★★★★★
★★★★★
Move away from multi-channel to omni-channel customer engagement - Kademi.co
Highlights
Top Business Usecases : Engagement management,Engaging and following up,Customer feedback management
Top Features : Personalization,Dashboard,Feedback surveys
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Vendor: Kademi

Company Size: 1-10

HQ Location: Auckland, NZ

NetBase Quid

next generation consumer and market intelligence platform, delivering contextual insights to reveal business trends

4.14

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NetBase Quid

4.14
★★★★★
★★★★★
next generation consumer and market intelligence platform, delivering contextual insights to reveal business trends

Netbase Quid is a Consumer and Market Intelligence platform. It provides real time consumer insights across the organisation, from the brand and digital marketing, public relations, product management to consumer care. It provides real-time, fast and accurate social media analytics that help the companies grow their business. It is suitable for small, midsize and large brands and marketing agencies.

Highlights
Top Business Usecases : Social media management,Social media analytics,Communication management
Top Features : Dashboard,Alerts: popups & Notifications,Personalization
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Vendor: Netbase

Founded: 2004

Company Size: 101-250

HQ Location: 3960 Freedom Circle, Suite 201 Santa Clara, CA 95054

Financials: Series E

Pega Customer Engagement Suite

Integrates customer analytics and business rules in real time, building deeper connections with customers

4.13

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Pega Customer Engagement Suite

4.13
★★★★★
★★★★★
Integrates customer analytics and business rules in real time, building deeper connections with customers

Pega Customer Engagement Suite enables customer engagement with end-to-end automation, real-time AI and a unified CRM Platform. It can be deployed across industries such as Healthcare, Insurance, Financial Services, Automotive and more.

Highlights
Top Business Usecases : Engagement management,Engaging and following up,Customer case management
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Vendor: Pega

Founded: 2017

Company Size: 5001-10000

HQ Location: One Rogers Street Cambridge, MA 02142-1209 U.S.A

Financials: IPO

Pega Platform

Pega: Customer Engagement and Digital Process Automation ...

4.12

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Pega Platform

4.12
★★★★★
★★★★★
Pega: Customer Engagement and Digital Process Automation ...

Pega Platform is a Business Process Management Software. Pega Platform is a cloud-based application development platform that gives anyone the power and freedom to create rich user experiences and immersive customer journeys. With an intuitive visual approach to application development, it enables better collaboration between business and IT, faster time to market, and lower costs.

Highlights
Top Business Usecases : Engagement management,Workflow management,Customer case management
Top Features : Personalization,Alerts: popups & Notifications,Dashboard
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Vendor: Pega

Founded: 2017

Company Size: 5001-10000

HQ Location: One Rogers Street Cambridge, MA 02142-1209 U.S.A

Financials: IPO

Adobe Campaign

Marketing Campaign Management Platform

4.11

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Adobe Campaign

4.11
★★★★★
★★★★★
Marketing Campaign Management Platform

Adobe Campaign is a Customer Journey and Experience platform used in email automation, delivery and reporting. It allows users to create, coordinate and deliver dynamic campaigns through emails, mobile platforms and offline channels.

Highlights
Top Business Usecases : Campaign management,Communication management,Workflow management
Top Features : Personalization,Templates,Dashboard
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Vendor: Adobe

Founded: 1982

Company Size: 10001+

HQ Location: 345 Park Avenue, San Jose, CA 95110-2704

Financials: IPO

ThinkSurvey

Connect with your Target Audience

4.09

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ThinkSurvey

4.09
★★★★★
★★★★★
Connect with your Target Audience
Highlights
Top Business Usecases : Market research,Competitive intelligence,Content sharing
Top Features : Feedback surveys
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Vendor: ThinkSurvey

Company Size: 2-10

HQ Location: India

usermind

Usermind | Customer Engagement Hub

4.08

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usermind

4.08
★★★★★
★★★★★
Usermind | Customer Engagement Hub

Usermind empowers enterprises to actively shape customer experiences with the first real-time Experience Orchestration (XO) Platform. It helps to improve social and digital presence, enhance customer relationships and improve stakeholder relations.

Highlights
Top Business Usecases : Engagement management,Engaging and following up,Training & onboarding
Top Features : Personalization,Alerts: popups & Notifications
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Vendor: Usermind

HQ Location: 2101 4th Avenue, Suite 750, Seattle, WA 98121, US

Orchestra 7

Enterprise Queue Management System Software - Orchestra 7 Qmatic

4.08

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Orchestra 7

4.08
★★★★★
★★★★★
Enterprise Queue Management System Software - Orchestra 7 Qmatic

Orchestra 7 is a customer journey management solution for queue management and cloud deployment in organizations with distributed locations.

Highlights
Top Business Usecases : Customer case management,Engagement management,Engaging and following up
Top Features : Personalization,Ticketing,Alerts: popups & Notifications
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Vendor: Qmatic

Company Size: 251-500

HQ Location: 2875 Breckinridge Blvd, Suite 100, Atlanta, GA 30096, US

Financials: M&A

NetCracker Customer Experience Management

Netcracker | Customer Experience Management Solution

4.08

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NetCracker Customer Experience Management

4.08
★★★★★
★★★★★
Netcracker | Customer Experience Management Solution
Highlights
Top Business Usecases : Campaign management,Engagement management,Content sharing
Top Features : Personalization,Templates
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Vendor: NetCracker

Company Size: 5001-10000

HQ Location: Boston, MA

Financials: M&A

Worthix

Feedback Platform with AI to build conversations with customers and impact decisions

4.08

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Worthix

4.08
★★★★★
★★★★★
Feedback Platform with AI to build conversations with customers and impact decisions

Worthix is a customer experience feedback platform that has built-in Artificial Intelligence. Its AI platform is designed to help businesses scientifically pinpoint the cause behind customer motivations and decisions.

Highlights
Top Business Usecases : Market research,Customer feedback management,Lead engagement
Top Features : Feedback surveys
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Vendor: Worthix

Company Size: 11-50

HQ Location: 814 Mission Street San Francisco, CA 94103, US

Cisco Webex Experience Management

Customer Experience Management Software for greater insight across the customer journeys

4.04

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Cisco Webex Experience Management

4.04
★★★★★
★★★★★
Customer Experience Management Software for greater insight across the customer journeys

Cisco Webex Experience Management is a Customer Experience Management platform that changes the way organizations around the globe listen and respond to customers. It improves employee and customer experiences and gains greater insight across customer journeys across all touchpoints.

Highlights
Top Business Usecases : Customer feedback management,Engagement management,Customer case management
Top Features : Feedback surveys,Dashboard,Predictive analytics
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Vendor: Cisco

Founded: 1984

Company Size: 10001+

HQ Location: Corporate Headquarters, 170 West Tasman Dr., San Jose, CA 95134, USA

Financials: IPO

Eulerian

Data technology to benefit of a transparent and independent marketing optimization

4.00

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Eulerian

4.00
★★★★★
★★★★★
Data technology to benefit of a transparent and independent marketing optimization

Eulerian is a marketing attribution and data technologies solutions that meet current analytics needs and allows it to evolve gradually towards achieving truly significant marketing optimizations. It helps marketing teams improve the performance of their campaigns with a technology suite that combines comprehensive data collection with all-encompassing marketing attribution functions.

Highlights
Top Business Usecases : Engagement management,Helpdesk management,Competitive intelligence
Top Features : Dashboard
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Vendor: Eulerian Technologies

Company Size: 11-50

HQ Location: 162, Boulevard de Magenta, Paris, Île-de-France 75010, FR

Financials: Private

Ignite Responsetek

ResponseTek | Customer Experience Management

4.00

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Ignite Responsetek

4.00
★★★★★
★★★★★
ResponseTek | Customer Experience Management

Ignite Responsetek is a customer experience management platform that helps to collect and aggregate customer experience, demographic, journey and behavior data to monitor and improve customer experience in real-time. It helps to improve brand engagement and build brand awareness.

Highlights
Top Business Usecases : Business development,Customer case management,Engaging and following up
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Vendor: Ignite Technologies

Founded: 2000

Company Size: 51-100

HQ Location: 401 Congress Ave., Suite 2650,Austin, TX 78701

Financials: Series E

SalesTing

Buyer Trajectory software

4.00

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SalesTing

4.00
★★★★★
★★★★★
Buyer Trajectory software

SalesTing helps B2B companies become more buyer-focused by helping them effortlessly see the real-time Buyers Journey of each of their accounts and buyers. It bridges the connection between the sales and marketing team with their data science and human behaviour software. The tool helps B2B marketers measure their impact on sales and tracks contributions from each member of the team.

Highlights
Top Business Usecases : Account management
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Vendor: SalesTing

Company Size: 1-10

Financials: Private

Teradata Vantage Customer Experience

Teradata Vantage Customer Experience - Anticipate and predict customer needs with true visibility and personalization

4.00

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Teradata Vantage Customer Experience

4.00
★★★★★
★★★★★
Teradata Vantage Customer Experience - Anticipate and predict customer needs with true visibility and personalization

Teradata Vantage Customer Experience is a Customer Journey and Experience Software. It eliminates challenges by giving Marketers and Customer Experience Professionals the autonomy needed to keep pace with dynamic customer interactions. It helps brands deliver relevant, personalized experiences in real-time, across all interactions, to drive incremental revenue and lower the cost-to-serve.

Highlights
Top Business Usecases : Engagement management,Customer case management,Communication management
Top Features : Personalization
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Vendor: Teradata

Company Size: 10001+

HQ Location: 17095 Via Del Campo San Diego, CA 92127 US

Financials: IPO

LeadScoreApp

Online system with applications for lead generation, marketing automation and lead scoring

4.00

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LeadScoreApp

4.00
★★★★★
★★★★★
Online system with applications for lead generation, marketing automation and lead scoring
Highlights
Top Business Usecases : Generation of new leads,Lead tracking,Personalized marketing
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Vendor: LeadScoreApp

Company Size: 2-10

HQ Location: Birk Centerpark 40,Herning, DK

Wicked Reports

Marketing attribution for small businesses

3.99

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Wicked Reports

3.99
★★★★★
★★★★★
Marketing attribution for small businesses

Wicked Reports is a Marketing Data Intelligence Software. Wicked Reports shows the entire customer journey, from first click to last click, to see which programs have delivered real revenue, and which campaigns made more money.

Highlights
Top Business Usecases : Advertisement,Lifetime value management,Campaign management
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Vendor: Wicked Reports

Company Size: 11-50

HQ Location: Marblehead, Massachusetts 01945, US

Financials: Private

Bombora Measurement

Marketing and sales insights

3.92

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Bombora Measurement

3.92
★★★★★
★★★★★
Marketing and sales insights

Bombora Measurement is Account-Based Marketing Software. It uncovers hidden insights into what’s working well, what’s not, and what could be better with marketing and sales initiatives. It is used for marketing and sales strategies that rests on a B2B dataset of high scale and quality. Bombora provides deep insight into the composition, engagement behaviour, and buying journey of the audience.

Highlights
Top Business Usecases : Engaging and following up,Engagement management,Account management
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Vendor: Bombora

Company Size: 51-100

HQ Location: 257 Park Ave South, 6th Floor, New York, New York 10010, US

Financials: Private

kare

See your customers with Unique Cognitive Insights- Kare

3.92

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kare

3.92
★★★★★
★★★★★
See your customers with Unique Cognitive Insights- Kare
Highlights
Top Business Usecases : Engagement management,Knowledge management,Engaging and following up
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Vendor: kare

Company Size: 1-10

HQ Location: London

Mapp Intelligence

Customer intelligence and marketing analytics platform to turn data into insights, and insights into action

3.92

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Mapp Intelligence

3.92
★★★★★
★★★★★
Customer intelligence and marketing analytics platform to turn data into insights, and insights into action

Mapp Intelligence is a Customer Intelligence and Marketing Analytics platform that takes data-driven cross-channel marketing to the next level based on customer behavior or pre-defined customer profiles. It helps to increase the customer lifetime value and acquire customers.

Highlights
Top Business Usecases : Lead analytics,Engagement management,Engaging and following up
Top Features : Personalization,Dashboard,Alerts: popups & Notifications
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Vendor: Mapp Digital

Founded: 1998

Company Size: 251-500

HQ Location: 9276 Scranton Rd. Suite 500 San Diego, CA 92121 United States of America

Financials: Private

Verint

Innovating in digital, cloud and customer engagement transformation

3.89

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Verint

3.89
★★★★★
★★★★★
Innovating in digital, cloud and customer engagement transformation

Verint provides solutions in Actionable Intelligence and Customer Engagement. Verint’s solutions in Customer engagement can be used in small and medium sized industries and large enterprises, covering Healthcare, Financial Services, Telecommunications, and Public Sector enterprises. Actionable Intelligence solutions are applicable in large public sector enterprises and government organizations.

Highlights
Top Business Usecases : Engagement management,Service automation,Call recording
Top Features : Recording,Feedback surveys,Intelligent virtual agents
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Vendor: Verint Systems, Inc

Company Size: 1001-5000

HQ Location: 175 Broadhollow Rd., Suite 100 Melville, NY 11747 USA

Financials: IPO

APSIS One

Customer Data Platform | Marketing Software

3.76

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APSIS One

3.76
★★★★★
★★★★★
Customer Data Platform | Marketing Software
Highlights
Top Business Usecases : Engagement management,Content management,Engaging and following up
Top Features : Personalization
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Vendor: APSIS

Company Size: 251-500

HQ Location: Malmö, Skåne

Financials: M&A