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With the growing demands of customers and various interactive means of meeting them, the customer experience provided by a company becomes almost as important as the products they offer. The aim of customer experience management (CEM) is to refine communications and interactions from the customer’s perspective to build customer loyalty. With an all-encompassing view of customers and constantly updated data, businesses can gain the upper hand by focusing on end-user experience.

Customer interactions include a wide range of touchpoints, such as mobile, web, interactive voice response, and in-store. With the present-day customer frequently switching between them, the necessity for enterprises to ensure a seamless omnichannel experience intensifies.

Artificial Intelligence (AI) is rapidly becoming a crucial part of CEM with chatbots increasingly being used in customer interactions. AI can efficiently handle queries, but today’s customers also demand personalized conversations, making emotion in conversations an essential part of CEM. Technologies like emotion-engines are valuable in this endeavor by detecting the customer’s feelings and responding promptly and appropriately.

As the CEM landscape evolves and brings a wide array of solutions, a selection panel comprising distinguished CEOs, CIOs, analysts and CIOReview’s editorial board has selected the top 20 companies providing innovative customer experience management solutions. These companies offer powerful solutions coupled with effective strategies that help improve customer experience.

We present to you CIOReview’s “20 Most Promising CEM Solution Providers - 2018.”