- ISG's latest research highlights the integration of software for improving customer experience (CX).
- Salesforce (CRM) leads in Customer Experience Management and Customer Journey Management, while Verint excels in Knowledge Management.
- The study ranks 29 providers based on product usability, manageability, and ROI among other factors.
The Information Services Group (Nasdaq: III) has released new research emphasizing the growing trend of integrating customer experience (CX) software applications, which is revolutionizing how enterprises manage customer interactions and relationships. Traditionally fragmented, these applications are increasingly being unified on single platforms to offer a comprehensive view of customer activity, thanks to advancements in Customer Experience Management (CXM) software.
According to ISG's Buyers Guidesâ„¢ for Customer Experience Management, which evaluates and ranks 29 software providers, this integration allows for consistent data collection and improved metrics, providing organizations with a holistic view of their customer interactions. This transformation is essential as companies adopt centralized CX strategies.
Salesforce (CRM) emerged as the top-rated provider in both Customer Experience Management and Customer Journey Management categories, establishing itself as a leader in four performance categories across the board. Verint secured the highest overall rating in Knowledge Management, reflecting its strength in two performance categories.
The report underscores that by 2027, most CXM suites are expected to incorporate analytics, AI, and customer data integration as standard components. This evolution is vital for delivering superior customer experiences and for enterprises to dynamically engage with their customers.
ISG's study equips businesses with the insights needed to assess and select the right CXM software that meets their operational requirements while ensuring a strong return on investment (ROI).
