The 7 Best Customer Experience Platforms Out There in 2023

The 7 Best Customer Experience Platforms Out There in 2023

Customer experience ·

In today's digital world, customer experience (CX) is not just important - it's a game changer. Businesses across sectors understand that delivering an exceptional customer experience is vital to attract, retain, and satisfy their customers.

A well-executed customer experience can lead to:

  • Higher customer satisfaction rates

  • Increased customer loyalty

  • Growth in revenue

Consequently, the right tools play a key role in curating an exemplary customer experience. This is where a Customer Experience Platform comes in. These platforms allow companies to understand their customer's journey better, provide seamless interactions, and personalise customer experiences.

The objective of this blog post is to dive deep into the world of these platforms, showcasing the best of the best in 2023. We'll evaluate these platforms on their merits, distinctive features, and real-world applications. The comparison will serve as a guiding light to help you find the optimal solution for your business.

Stay tuned as we explore the top 7 customer experience platforms, starting with an intriguing platform - Layerise.

The importance of data and analytics in customer experience

In the evolving digital landscape, data has become the lifeblood of effective customer experience strategies. Utilizing data-driven customer experiences, businesses can form a deeper understanding of their customer's needs, preferences, and behaviors.

Applying data science to customer experience further boosts the capability to predict future consumer behavior, allowing companies to deliver personalized experiences in real time.

The benefits of incorporating data and analytics into your CX strategy include:

  • In-depth understanding of customer behavior: You gain valuable insights into how customers interact with your business. For example, analyzing website traffic patterns can reveal which pages are most visited and which products or services are popular.

  • Proactive problem solving: With data and analytics, you can identify potential issues before they escalate. For instance, monitoring customer feedback and sentiment analysis can help you quickly address emerging concerns or complaints, ensuring a smoother customer experience.

  • Personalisation at scale: Utilizing data and analytics enables you to deliver personalized experiences to a large customer base. For instance, an online retailer can use past purchase history and browsing behavior to recommend relevant products to individual customers, enhancing their shopping experience.

  • Predicting and shaping future customer behaviors: By analyzing past data and customer patterns, you can make informed predictions about future behaviors. For instance, a streaming service can use viewing preferences and engagement data to anticipate what content a customer is likely to enjoy, tailoring recommendations accordingly.

Analytics in customer experience take this a step further, offering insights into customer behaviour patterns, needs, and wants. It’s not just about collecting data; it’s about interpreting it to create actionable insights.

Through careful analysis of customer interactions, companies can:

  • Identify key customer touch points: Companies can pinpoint the crucial moments where customers engage with their brand. For instance, an e-commerce business can identify that the checkout process is a critical touch point and focus on streamlining it for a smoother experience.

  • Understand customer sentiment: By looking through customer feedback, reviews, and social media mentions, companies can gain insights into customer sentiment. For example, a restaurant can monitor online reviews to understand how customers perceive the food quality, service, and ambiance, allowing them to make necessary improvements.

  • Predict customer churn: With data analysis, companies can identify patterns and indicators that signal potential customer churn. For instance, a telecommunications provider can analyze usage patterns and customer complaints to proactively reach out to customers who might be considering switching to a competitor.

  • Improve overall customer satisfaction: By analyzing customer interactions and feedback, companies can identify areas for improvement and take actionable steps to enhance customer satisfaction. For example, a software company can analyze customer support tickets to identify recurring issues and develop solutions to address them, leading to higher customer satisfaction.

In essence, data and analytics play a pivotal role in delivering a superior customer experience and driving your business towards success. Now let’s look at the platforms that best use these tools.

The 7 best customer experience platforms in 2023

This section focuses on the top seven customer experience platforms of 2023. Each platform is evaluated based on its unique features, applications, and how they incorporate data and analytics to enhance customer experience.

1. Layerise

Layerise, a prime Customer Experience Platform, offers an impressive set of features designed to streamline customer experience.

Distinctive features:

  • Layerise provides comprehensive customer onboarding, improving user understanding of products and services.

  • With personalized learning paths, Layerise helps customers make the most of your offers.

  • Layerise's platform supports dynamic content, adjusting based on user interaction and progression.

Use cases and specific applications:

  • E-commerce businesses can use Layerise to guide customers through the setup and usage of newly purchased products.

  • Software as a Service (SaaS) companies can leverage Layerise for comprehensive software onboarding.

Data and customer experience:

Layerise uses data analytics to deliver insights into customer behavior and engagement, helping businesses refine their strategies and enhance customer satisfaction.

In article - Layerise

2. Adobe Experience Cloud 

Adobe Experience Cloud is a comprehensive suite of applications designed for marketing, analytics, advertising, and commerce.

Distinctive features:

  • Adobe Experience Cloud offers real-time analytics, providing businesses with immediate insights into customer behaviors.

  • Its omnichannel marketing capability allows for a seamless experience across all touchpoints.

  • AI and machine learning capabilities enable personalisation at scale.

Use cases and specific applications:

  • Retail businesses can use Adobe Experience Cloud to offer a unified shopping experience across all channels.

  • Marketing teams can leverage its real-time analytics to make data-driven decisions.

Data and customer experience:

Adobe Experience Cloud uses advanced analytics to offer in-depth insights into customer journeys, enabling the creation of personalized experiences.

Adobe experience platform

3. Salesforce Service Cloud 

Salesforce Service Cloud excels in delivering stellar customer service and support.

Distinctive features:

  • Service Cloud offers comprehensive customer service solutions, from call-center software to self-service portals.

  • It provides a 360-degree view of customers, allowing service agents to offer personalized support.

  • Its AI-powered service bot, Einstein, automates routine tasks and provides rapid answers to customers.

Use cases and specific applications:

  • Businesses with large customer support teams can leverage Service Cloud to streamline their processes and boost customer satisfaction.

  • It's ideal for companies seeking to offer self-service options to customers.

Data and customer experience:

Salesforce Service Cloud uses data science to provide predictive customer service, enabling businesses to proactively address customer needs and concerns.

In article - Salesforce data platform

4. HubSpot Service Hub

HubSpot Service Hub is designed to provide excellent customer service and build strong customer relationships.

Distinctive features:

  • Provides tools for customer feedback, conversational bots, and help desk automation.

  • Enables businesses to monitor and improve customer experience through feedback surveys.

  • Offers comprehensive contact and ticket management.

Use cases and specific applications:

  • It's ideal for businesses seeking to automate their customer service processes and manage customer feedback effectively.

  • Great for companies aiming to deliver a personalized customer service experience.

Data and customer experience:

HubSpot Service Hub uses data and analytics to track customer feedback and automate service processes, enhancing overall customer experience.

In article - Hubspot

5. Zendesk

Zendesk offers a variety of customer support and sales CRM tools to enhance customer experience.

Distinctive features:

  • Provides omnichannel support integrating email, chat, phone, and social media channels.

  • Offers an AI-powered automated assistant for efficient customer self-service.

  • Includes customer analytics for data-driven decision making.

Use cases and specific applications:

  • Ideal for businesses looking to integrate their customer support channels into one platform.

  • Suitable for companies wanting to leverage AI to automate customer service processes.

Data and customer experience:

Zendesk uses data analytics to provide insights into customer behavior and preferences, enhancing the overall customer experience.

In article - Zendesk

6. Microsoft Dynamics 365 Customer Service 

Microsoft Dynamics 365 Customer Service helps businesses deliver consistent, efficient customer service.

Distinctive features:

  • Provides omnichannel support for seamless customer experiences.

  • Includes AI-driven insights to deliver personalized customer service.

  • Offers self-service portals and community forums for customer support.

Use cases and specific applications:

  • Ideal for businesses seeking to provide consistent customer service across various channels.

  • Suitable for companies looking to leverage AI insights for personalized customer service.

Data and customer experience:

Microsoft Dynamics 365 Customer Service uses AI-driven insights and analytics to enhance customer experience, enabling proactive customer service and personalized interactions.

Microsoft Dynamic 365

7. Genesys Cloud 

Genesys Cloud is an all-in-one contact center solution that enhances customer experience.

Distinctive Features:

  • Provides omnichannel routing to support consistent customer experiences across channels.

  • Includes workforce engagement management tools to ensure efficient customer support.

  • Offers real-time and historical analytics for informed decision making.

Use cases and specific applications:

  • Ideal for businesses operating large contact centers and looking for efficient routing and workforce management.

  • Suitable for companies needing comprehensive customer analytics for their contact center.

Data and customer experience:

Genesys Cloud leverages data and analytics to provide insights into customer interactions and workforce performance, enhancing overall customer experience.

In article - Genesys Cloud

Personalize customer experience with the right platform

Personalisation has become a key aspect of exceptional customer experiences. Modern customers expect personalized interactions - in fact up to 71% according to McKinsey, with 76%  of consumers experiencing frustration when this expectation is not met.

The key to achieving a high level of personalization in customer experiences is selecting the right Customer Experience Platform. The platform you choose should possess certain characteristics and capabilities that enable effective personalization. Here are some key points to consider:

Use data analytics to understand your customer's behavior and preferences

A robust Customer Experience Platform should have powerful data analytics capabilities to gather, analyze, and derive meaningful insights from customer data. For example, an e-commerce platform can track and analyze customer browsing patterns, purchase history, and demographic information to understand individual preferences and shopping habits. This data can then be used to create personalized recommendations, product suggestions, and targeted marketing campaigns.

Offer features for customizing content based on this data

An effective Customer Experience Platform should provide tools and features to customize content based on the insights gained from data analysis. For instance, a content management system can use customer segmentation data to deliver tailored website experiences. This may include displaying relevant content, offers, or promotions based on the customer's interests, location, or previous interactions. By delivering personalized content, businesses can enhance engagement and conversion rates.

Allow for personalized communication across multiple channels 

A comprehensive Customer Experience Platform should enable personalized communication across various channels, such as email, social media, mobile apps, and chatbots. For instance, a customer support platform can use data from previous interactions to provide personalized responses and recommendations when addressing customer queries. This level of personalized communication helps build stronger relationships, boosts customer satisfaction, and increases brand loyalty.

Omnichannel Integration

An effective Customer Experience Platform should integrate seamlessly with other systems and channels to provide a unified and consistent customer experience. For example, an omnichannel platform can connect customer data from online and offline touchpoints, allowing businesses to have a holistic view of their customers. This integration enables personalized interactions regardless of the channel, ensuring a seamless experience throughout the customer journey.

AI and ML in Customer Experience Platforms

Incorporating artificial intelligence (AI) and machine learning (ML) capabilities within the Customer Experience Platform can take personalization to new heights. For example, an AI-powered recommendation engine can analyze vast amounts of data to deliver highly accurate and personalized product recommendations. ML algorithms can continuously learn from customer behavior, improving the accuracy of future recommendations.

Real-time personalization

A Customer Experience Platform that supports real-time personalization can have a significant impact on customer engagement and conversion rates. For instance, a retail platform can leverage real-time data to deliver personalized offers or discounts to customers while they are actively browsing the website. This timely and relevant personalization can greatly influence the customer's decision-making process, increasing the likelihood of conversion.

With these capabilities, a Customer Experience Platform can help create a personalized customer journey, enhancing satisfaction and loyalty. For example, Adobe Experience Cloud uses AI and machine learning to deliver personalized experiences at scale. 

By leveraging data analytics, customization features, and personalized communication across multiple channels, businesses can create meaningful connections with their customers, drive customer loyalty, and achieve sustainable growth.

Other factors that can greatly impact the effectiveness of the platform in delivering exceptional customer experiences include:

  • Scalability: It's crucial to ensure that the platform can handle your business's current customer base and has the ability to scale as your customer base grows. For instance, imagine you run an online retail store that experiences a surge in orders during holiday seasons. 

The customer experience platform you choose should be able to handle the increased data volume, interactions, and communication across multiple channels without any performance issues.

  • Integration capabilities: The platform's ability to seamlessly integrate with your existing systems and tools is vital. Consider a scenario where you use a CRM system to manage customer information. 

The customer experience platform should be able to integrate with the CRM system to provide a unified view of customer data, synchronize processes, and ensure a consistent experience across all touchpoints. This integration allows you to deliver personalized marketing campaigns based on customer behavior, resulting in higher customer satisfaction and engagement.

  • Security and compliance: Customer data privacy and security should be a top priority. When evaluating a customer experience platform, assess its security measures and data encryption practices. For instance, in the case of an e-commerce business, the platform should protect sensitive customer information such as payment details. 

Additionally, ensure that the platform complies with relevant regulations such as the General Data Protection Regulation (GDPR) or the California Consumer Privacy Act (CCPA). Compliance with these regulations is essential to build trust with your customers and avoid legal complications.

  • Ease of use and customization: The user-friendliness and flexibility of the platform's interface play a significant role in its adoption and effectiveness. Consider a scenario where you manage a subscription-based service. 

The customer experience platform you choose should offer features that allow you to customize workflows, templates, and reporting to align with your specific business requirements. An intuitive and adaptable platform empowers your team to work efficiently, resulting in improved customer experiences.

  • Support and training: The level of support and training provided by the platform vendor is essential for maximizing the platform's potential. Look for a vendor that offers comprehensive documentation, online resources, and training materials. 

For example, suppose you implement a customer experience platform in a large enterprise. In that case, it's crucial for the vendor to provide responsive customer support to address any issues or concerns promptly. Regular updates to the platform also demonstrate the vendor's commitment to improving functionality and staying ahead of evolving customer needs.

  • Automation and personalization capabilities: When considering customer experience platforms, it's important to prioritize automation and personalization features. Look for a platform that can automate repetitive tasks, such as sending personalized emails or updating customer records. This automation saves time and improves overall efficiency. For example, a customer experience platform for an online retailer can automate personalized product recommendations based on each customer's browsing and purchase history.

Personalization is another critical aspect to consider. Ensure that the platform allows you to deliver targeted messages, offers, and recommendations based on individual customer preferences and behavior. This level of personalization enhances customer engagement and satisfaction. For instance, a customer experience platform for a travel agency can personalize offers and recommendations based on a customer's previous travel destinations and preferences.

  • Pricing and cost-effectiveness:Evaluating the pricing structure definitely matters. Consider whether the platform offers flexible pricing plans that can accommodate your business's growth and evolving needs. This ensures that the platform can handle an increasing customer base without incurring significant additional costs. For example, a customer experience platform for a subscription-based service should have pricing options that align with the number of subscribers and usage levels.

Assessing the overall cost-effectiveness of the platform is also crucial. Consider the value it provides in relation to its cost. Look for a platform that offers a comprehensive set of features, integrations, and support at a reasonable price. This allows you to optimize your budget while maximizing the return on your investment. For instance, a customer experience platform that provides a wide range of customization options and robust analytics capabilities at a competitive price would be considered cost-effective.

By considering these factors when evaluating customer experience platforms, you can select a solution that aligns with your organization's goals and enables you to provide exceptional customer experiences.

Each platform discussed in this blog post brings its unique strengths to personalisation. It's essential to carefully consider your business needs and customer expectations before choosing the platform that will best enable you to deliver a personalized, engaging customer experience.

So, take the time to evaluate your business needs, explore the distinctive features of various platforms, and choose the one that aligns with your specific requirements. Embark on your journey to enhance customer experience today and revolutionize your business. Your customers will thank you for it.

Level up your customer experience with Layerise

With the understanding of the importance of a robust Customer Experience Platform, the next step is taking action. To start delivering outstanding, personalized experiences:

  1. Evaluate your business needs and goals

  2. Consider the distinctive features and capabilities of the platforms mentioned

  3. Choose the platform that aligns with your specific needs

Embark on your journey to enhance customer experience today. Start by exploring the comprehensive features of Layerise and see how it can revolutionize your customer experience. Your customers will thank you for it. Remember, the right Customer Experience Platform is not an expense, it's an investment in your business's future success.