The 8 Best Customer Experience Tools in 2024
Getting through to the modern consumer is no easy task. Customer experience standards keep growing higher and higher. Big-budget data-powered giants like Amazon have raised the bar.
On the other hand, consumer attention spans continue to grow shorter. They’re bombarded by emails, messages and notifications. That’s a fact of life for most in our new smartphone-fixated age.
If you don’t want to get left behind, you need to master modern customer experience tools—like autonomous CX. They can help you deliver the more personalized experience that today’s customers expect.
This article explores our eight favorite CX tools, their key features, integrations, pricing, the specific use cases they work best with and more.
Why are customer experience tools important?
Customer experience (CX) is one of the biggest factors driving purchase decisions and customer loyalty in today’s consumers. Seventy-six percent of US consumers said they were very likely to purchase more from a company with good CX.
But it’s also harder than ever to earn a customer’s stamp of approval. Their CX expectations are growing faster than the average meme goes out of fashion. Sixty-nine percent of consumers in 2023 felt that companies need to improve their CX. That’s almost double the 35% number from 2019’s survey.
Savvy marketing executives are moving fast to adapt. In a 2022 survey, 63% of CMOs said the digital customer journey had significantly changed their CX strategy.
But how can you adapt? A good starting point is to find tools that give you the data and features you need to understand your customers.
How do I choose the right customer experience tool for my company?
The only way to choose the right CX tool for your business is to understand your needs and tech stack.
Consider your needs and goals:
How large is your customer base?
Do you have a longer or shorter sales funnel?
Is there more emphasis on personalization up-front rather than post-sale in your industry?
What are your most important channels for customer communication?
Take an inventory of your support, customer success, and marketing tech stack:
What tools are you using for marketing, onboarding, loyalty campaigns and customer support messaging?
Answer these questions in meetings with your marketing, service and product teams. Then, consider these factors when looking for the right tool:
Customer reputation: How can you take a CX software provider seriously if the company can’t practice what it preaches?
Integrations: Does the tool integrate with your current martech stack (or can it replace parts of it)?
Multi-functionality: Does it offer features in one area, like voice of the customer (VoC), or is it multi-functional?
Even when considering these factors, finding the right option on the first try is difficult. To help make that task easier, we’ve highlighted eight of our favorite CX software options for 2024.
Top 8 customer experience tools of 2024: at a glance
Tool | Type | Use Case | Customer Rating (G2) |
1. Glassbox | Customer Experience Analytics | Any company with a digital experience | 4.9/5 |
2. Sprinklr | Customer Experience Platform | Companies with large social media service needs | 4.6/5 |
3. Birdeye | Reputation Management Platform | B2C companies with long sales cycles | 4.8/5 |
4. Qualtrics XM | Customer Experience Platform | Enterprises and big-budget startups | 4.4/5 |
5. Zendesk | Customer Support Platform | Vendors of hard-to-use products | 4.3/5 |
6. ChurnZero | Customer Success Platform | SaaS and subscription companies | 4.7/5 |
7. Adobe Target | Personalization software | Marketing teams that need personalization | 4.1/5 |
8. Verint | Contact Center Software | Companies with large internal call centers | 4.2/5 |
1. Glassbox
Glassbox is a customer experience analytics platform. We know that’s a bit of a mouthful. What that means is we help you identify issues with your digital user experience and improve it.
Glassbox helps you understand all your customers. Usage analysis gives insight into the silent majority, not just the small percentage who bother to answer surveys. (Net Promoter Score (NPS) and other surveys are important but don’t show the whole picture.)
Our analytics showcase user interactions in real time. This helps you identify issues with your interface that frustrate your users. Plus, you can dive deep to determine the why of their actions with our live session replay feature.
Key features
Get a cohesive map of the entire customer journey with our analytics and integrations.
Unification of profiles helps you measure customer interactions across devices.
Session reports unlock insights into selected users' actions on your website or in your app.
Frustration tracking identifies fixable issues with your digital customer experience.
VoC tools, including NPS surveys, help you improve your product.
Pricing
As businesses have varying needs for CX, we don’t offer standardized pricing. Contact our sales team to get a custom quote and personalized guidance on your CX journey.
Integrations
Glassbox has native integrations with Google Analytics, Adobe Analytics, Qualtrics XM, Optimizely and 20+ more apps and platforms.
Customer reputation
With a 4.9/5 rating on G2, Glassbox is one of the most highly-rated CX tools on the market.
Ideal use cases
Glassbox is a good fit for any company relying on a digital user experience to serve customers. Some example industries include e-commerce, financial services and travel and hospitality.
2. Sprinklr
Sprinklr is a customer experience tool that helps you deliver unified customer support across 30+ channels, including calls, email, chat and social media.
It originally launched as a social media management company, which explains its robust social integrations. Adapting to the digital CX revolution, Sprinklr has gradually expanded its capabilities to include CX, like AI-powered customer insights.
Key features
Unified helpdesk across 30+ channels, including social media platforms like X (formerly Twitter), Instagram and Facebook.
Conversational AI chatbots make it easier for customers to get instant help with their issues.
Automated customer surveys can help you get valuable customer feedback.
AI-powered customer insights help you make better product development and marketing decisions.
Pricing
The customer-service-only solution Sprinklr Service starts at $249/user per month. For the complete solution, custom pricing is available upon request.
Integrations
Sprinklr integrates natively with Facebook, X, LinkedIn, TikTok, Salesforce and 80+ other apps.
Customer reputation
Sprinklr Service has a rating of 4.6/5 on G2, with many favorable customer reviews about its features.
Ideal use cases
Sprinklr is a solid option for companies that rely on various social channels for service and marketing.
3. Birdeye
Birdeye is a reputation management platform that helps you understand how customers feel about your experience based on feedback on third-party platforms like Google Maps and TrustRadius.
While not traditional customer experience software, it can give unique insights from various sources.
Key features
Reputation management available across channels like Google Business Profile, LinkedIn and Facebook.
Smart sentiment analysis unlocks insights and trends across reviews.
Custom reports and dashboards can help you find real-time insights.
Pricing
Birdeye offers no standardized pricing plans. Custom pricing is available upon request.
Integrations
Birdseye integrates with ServiceTitan, HubSpot, Fleetmatics and 3,000+ more tools and apps.
Customer reputation
With a 4.8/5 rating on G2, Birdeye is another platform with plenty of positive reviews.
Ideal use cases
It can be a helpful tool if you’re in a B2C market with long sales funnels where reputation is everything.
4. Qualtrics XM
Qualtrics XM is a customer experience platform that includes digital experience analytics, smart customer care insights and more.
While it includes basic features for customer experience management, it was primarily developed as a customer research platform. Its key features today still reflect that.
Key features
Automated surveys provide real-time feedback from a variety of 27 channels.
Predictive analytics help your reps identify trends in client relationships and prevent early cancellations.
Automated next-action suggestions help you delegate actions to specific customer support reps.
Employee exit interviews and employee experience tools help you improve the experience of working at your company.
Pricing
Custom pricing is available upon request.
Integrations
Qualtrics XM integrates with Five9, Lakeside, Twilio and 80+ more apps and platforms.
Customer reputation
Qualtrics has a 4.4/5 rating on G2.
Ideal use cases
Qualtrics is a suitable customer experience management platform for larger enterprises and big-budget digital startups.
5. Zendesk
Zendesk is a customer support and CX platform that can help you improve the efficiency of your support reps and deliver a better experience.
When used right, Zendesk can improve the service level for your current customers and boost customer satisfaction.
Key features
Predict when human intervention is necessary with early signals of customer dissatisfaction.
Track customer sentiment across all interactions (helpdesk, social media and more).
Track performance across customer support teams and reps with metrics like average response time and one-touch tickets.
Pricing
Plans that include advanced customer experience tools start at $115/agent per month, billed annually ($149 monthly).
Integrations
Zendesk integrates with 1,200+ apps through the Zendesk marketplace.
Customer reputation
With a rating of 4.3/5 on G2, Zendesk has a solid customer reputation.
Ideal use cases
Zendesk is especially useful for SaaS companies and other firms with complex products. If you get many tickets across various topics, using a platform like Zendesk is a good idea.
6. ChurnZero
ChurnZero is a customer success platform that can help you improve your clients' onboarding and long-term experience.
It can help you build stronger customer relationships and reduce churn rates.
Key features
The account insights dashboard delivers actionable insights to turn stragglers into successful users and happy customers.
Real-time health scores help reps prioritize accounts based on the real state of customer relationships.
Smart chatbots make collaboration and high-quality customer service easier.
Pricing
ChurnZero offers no standardized pricing plans. Custom pricing is available upon request.
Integrations
ChurnZero integrates with HubSpot, Salesforce, NetSuite and 50+ other apps and platforms.
Customer reputation
ChurnZero has a 4.7/5 rating on G2 and a solid customer reputation.
Ideal use cases
ChurnZero is best suited for SaaS and other subscription-based businesses.
7. Adobe Target
Personalization is key to driving a positive user experience in our digital age of instant gratification. Adobe Target offers solid features for driving personalized experiences across channels.
Not to mention, it’s part of the larger Adobe Experience Cloud and also integrates with various other CX tools, including Glassbox.
Key features
Facilitate personalization across channels (website, social media, email and more).
Smart marketing automation tools can do tasks like follow-ups.
Detailed visitor and customer interaction tracking through Adobe Analytics.
Robust A/B testing tools compare the effectiveness of marketing content.
Pricing and plans
Adobe Target is part of the Adobe Experience Cloud, which has no standardized plans or pricing. Custom pricing is available upon request.
Integrations
Adobe Experience Cloud includes tools for analytics, personalization and VoC analysis.
Customer reputation
Adobe Target has a rating of 4.1/5 on G2, which is not great, but the reviews are limited. The overall platform Adobe Experience Cloud is rated 4.1/5, with thousands of reviews.
Ideal use cases
Adobe Experience Cloud is a complex platform suitable for enterprise marketing and customer success teams.
8. Verint
Verint is a contact center as a service (CCaaS) platform with smart tools to help your reps deliver a better experience. It also offers predictive analytics, CX automation, omnichannel unification and more.
Instead of a ready-made platform with minimal customization, it’s a complex open platform with a lot of flexibility. That makes it more powerful and adaptable to unique workflows, but it inevitably makes it harder to start.
Key features
The open data engagement hub helps you collect and make sense of data from other customer data platforms.
Verint’s Da Vinci AI is open, letting you train it with commercial or open-source models or use Verint’s internal ones.
Provides real-time feedback tracking through surveys and various touchpoints.
Pricing
No standard pricing plans are available. Custom pricing is available upon request.
Integrations
Verint integrates with Salesforce, Zendesk, Amazon Connect and 60+ other call center software tools.
Customer reputation
Verint has a 4.2/5 rating on G2, but it has many positive reviews from call center clients.
Ideal use cases
Verint is most useful for enterprises with internal call centers and large customer service teams to manage.
Improve your customer experience with actionable insights from Glassbox
Don’t stop your user research at whether they’re “likely to recommend” your product. Don’t wait for customer queries before fixing problems with your digital customer experience.
Glassbox’s in-depth analytics are game-changing for customer experience. We help you go beyond the surface-level metrics and reports of Google Analytics and understand precisely what your customers and visitors are doing and why they do it.
With step-by-step session replays, struggle analysis and customer journey analytics, Glassbox shows you exactly what’s broken in your experience and how you can fix it. Sign up for a demo to see first-hand what insights we can offer.
