Top 10: CX Platforms

Customer experience platforms, or CX platforms, are designed with the entire company in mind.

They are designed to enable companies to enhance customer satisfaction, streamline their interactions and ultimately improve business performance. This is essential in today’s global business landscape, as customer expectations continue to rise, particularly as AI interest spikes. With this in mind, organisations are having to remain agile and in tune with what customers want.

Customer-focused companies often use a range of AI and cloud tools to optimise their customer interactions. In fact, research by Google Cloud reveals that 97% of retail decision makers believe that generative AI (Gen AI) will have an impact on customer experience.

Technology Magazine showcases some of the leading CX platforms aiming to help businesses transform the way they interact with their customers.

10. Intercom

CEO: Eoghan McCabe

Headquarters: San Francisco, California

Intercom, Inc. is a software company that specialises in business messaging that provides businesses with a way to chat with their customers. First founded in 2011, customer service and support teams at more than 25,000 businesses now use Intercom’s complete customer service solution to drive faster growth through better customer relationships.

The company’s Complete AI-First Platform is designed to improve customer service experiences for customers and support teams alike. Headquartered in San Francisco, Intercom also holds offices in Chicago, Dublin, Sydney and London.

9. Yellow.ai

CEO: Raghu Ravinutala

Headquarters: San Mateo, California

Yellow.ai, formerly Yellow Messenger, is a multinational company focused on customer service automation. It was first founded in 2016 to provide an AI platform for automating customer support experiences across chat and voice.

The platform is built on multi-LLM architecture and is continuously trained on more than 16 billion conversations each year. As a result, it is able to help enterprises boost their customer service efficiency and reduce operating costs.

The company prides itself on maintaining a customer-centric approach to push forward innovative solutions.

8. Medallia

CEO: Mike Lipps (interim)

Headquarters: San Francisco, California

Medallia is a pioneer and market leader in customer and employee experience. Its Experience Cloud platform captures billions of experience signals across interactions such as voice, video, digital, IoT, social media and corporate messaging tools. The platform has a 100% implementation rate, including customer service and support-to-insights. 

Its AI and machine learning engine is made specifically for experience data, enabling businesses to easily analyse structured and unstructured insights. This allows them to better uncover what their customers care about so they can prioritise actions and anticipate their needs.

7. Qualtrics CustomerXM

CEO: Zig Serafin

Headquarters: Seattle, Washington

Qualtrics is an American experience management company, with its Qualtrics XM platform enabling users to gain a holistic understanding of a company’s customer experiences. As a result, businesses can take the right actions to drive meaningful business impact.

The platform is prided on its accessibility, with all CX interactions centralised and analysed in one location, allowing users to create detailed customer profiles for personalisation at scale. Likewise, its automated workflows are designed to drive actions, in addition to its predictive capabilities determining which experiences and behaviours impact customer outcomes.

6. Zendesk Suite

CEO: Tom Eggemeier

Headquarters: San Francisco, California

Zendesk is a complete customer service solution that is easy to use and scales in line with business needs. It offers a combination of broad customer service expertise and a deep product knowledge to help businesses deliver improved CX, ranging from strategic implementation advice, to an always-on service.

The company is powering ahead with its business, having announced a collaboration with Amazon Web Services (AWS) and Anthropic in April 2024 to drive better customer experiences with advanced AI features.

5. Birdeye

CEO: Naveen Gupta

Headquarters: Palo Alto, California

Birdeye is designed to provide businesses an intuitive and integrated solution with embedded AI and automation that's easy to use and scale. Founded in 2012, more than 150,000 businesses rely on Birdeye to shift to digital customer experiences.

The organisation provides companies with an all-in-one solution to manage all their customer interactions digitally. It is able to offer data-driven insights and best practice advice for reputation management, social media prowess and advanced digital customer experiences with the goal of revolutionising the customer experience.

4. HubSpot Service Hub

CEO: Yamini Rangan

Headquarters: Cambridge, Massachusetts

HubSpot’s Service Hub offering helps organisations gather important insights about their customers. This enables them to track their interactions and deliver personalised service experiences that keep them engaged. Service Hub prides itself on helping companies deepen their customer relationships and driving business progress forward as a result.

Service Hub is connected to marketing and sales and is powered by HubSpot’s Smart CRM. This helps it to deliver more complete insights out-of-the-box and further unify a company’s customer-facing teams.

3. Adobe Experience Manager

CEO: Shantanu Narayen

Headquarters: San Jose, California

Adobe Experience Manager (AEM) is a comprehensive content management system that helps businesses deliver personalised customer experiences across multiple digital channels. The platform is designed to enable marketers to quickly create and edit web pages, optimise content for better performance and personalise experiences based on customer data and behaviour. 

As a result, AEM can be integrated with other Adobe tools to provide more powerful analytics for a business, which means they can stand to enhance their customer engagement and maintain a consistent brand.

2. Zoho CRM Plus

CEO: Sridhar Vembu

Headquarters: Chennai, India

Zoho CRM Plus, an offering by Zoho Corp, is designed to unify enterprise data and analytics from marketing, sales and customer service teams to offer meaningful insights. Its interactive and customisable dashboards, along with its AI-powered voice and text commands, provide in-depth analysis for every customer and business decision.

The CX platform boasts a range of benefits, including integrated services and transparent pricing. It has also been celebrated for being easy to customise and can be integrated with more than 1,000 third-party business apps.

1. Salesforce Service Cloud

CEO: Marc Benioff

Headquarters: San Francisco, California

Salesforce Service Cloud is a customer relationship management (CRM) platform by Salesforce designed for its clients to provide service and support to their business customers. Implementing the solution has enabled companies to close business deals faster with the help of AI and automation.

Customers using Service Cloud are also able to access improved customer support and reduce costs, which ultimately lead to better customer experience. Harnessing the power of AI frees customer service agents up and boosts their productivity, in addition to offering them one AI-powered workspace to manage their caseloads.

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