Differentiating on Experience is a Key Ingredient for Competitive Advantage

Top 10 CEM Solution Companies - 2020

Customer experience management solutions create and deliver omnichannel experiences and track customer interactions, both current and potential throughout their journey. These solutions help organizations collaborate better and execute faster to deliver highly personalized experiences, at scale. All customer information is stored in one place, with real-time updates that are easy to share with various teams and this history of interactions with customers reveals when the customer was satisfied.

Customer experience management solutions are tracking valuable customer feedback through a survey engine over diverse channels such as web, SMS, interactive voice response, and live chat modules. The information collected from customer feedback is presented in the form of dashboards, which provide a single view of what’s happening, whether it is a net promoter score or a real-time view of critical trends. Moreover, customer experience management solutions are not limited to collecting and analyzing customer feedback they are used to respond to customers directly. This is known as a closed-loop system and serves as a method to build stronger relationships with customers by replying directly to their feedback. Customer experience management solutions also offer customer analytics to help organizations build a complete view of their business and demonstrate return on investment of customer experience improvements.

At this juncture, there are a wide variety of solution providers entering the industry with a set of advanced customer experience management solution offerings. To help companies navigate through the best-of-breed customer experience management solution providers, APAC CIO Outlook has compiled a list of ‘Top 10 Customer Experience Management Solution Providers - 2020.’ The enlisted organizations offer customer experience management solutions that enable businesses to exceed their expectations for greater customer satisfaction, loyalty, and advocacy. Besides, the magazine also comprises insights from thought leaders in the sector on the industry trends, best practices, recent innovations, and their advice for the aspiring CIOs.

We present to you APAC CIO Outlook’s, “Top 10 Customer Experience Management Solution Providers - 2020.”

TOP VENDORS

TOP VENDORS

Top Customer Experience Management Companies

TOP VENDORS

Top Customer Experience Management Consulting Companies

Top CEM Solution Companies

Oaky

Browsing from best-selling upsell offers, hoteliers can add personalised guest-facing deals in a few clicks, and promote them through perfectly timed guest communication. This puts guests in control of designing their stay with upgrades, special deals and ancillary services. In short, Oaky helps hotels drive additional profit from their existing customers by delivering a superior experience to guests. Oaky is trusted by innovative hotels, groups and chains across the globe, including the likes of Event Hotels, Onyx Hospitality Group & Radisson Hotel Group

www.oaky.com
Clevertar

Clevertar is an award-winning Australian company that provides virtual agents for consumer engagement. The company was born out of research showing that autonomous virtual characters influence people similar to a human interaction, and Clevertar has developed a software platform for the creation and delivery of programs utilising this innovative technology. Clevertar’s head office is in Adelaide with team members also based in Sydney servicing clients Australia-wide
Cognyfi

Cognitive CX is quickly emerging as a transformative strategy that enables organisations to develop a holistic, interactive and personalised connection with their customers that deepens over time. Also referred to as artificial intelligence (AI), cognitive technologies are fast becoming an essential tool for organisations to survive in an environment where the customer demands to come first…and so they should
Exela

Exela is a business process automation (BPA) leader, leveraging a global footprint and proprietary technology to provide digital transformation solutions enhancing quality, productivity, and end-user experience. With decades of expertise operating mission-critical processes, Exela serves a growing roster of more than 4,000 customers throughout 50 countries, including over 60% of the Fortune ® 100
Freshworks

Freshworks provides organizations of all sizes with SaaS customer engagement solutions that make it easy for support, sales and marketing professionals to communicate effectively with customers for better service and collaborate with team members to resolve customer issues. The company's products include Freshdesk, Freshservice, Freshsales, Freshcaller, Freshteam, Freshchat, Freshmarketer and Freshrelease
Heartcore

Heartcore, Inc., looking at the corporate dilemma of effectively managing content, have developed solutions to enhance the need for both Web 2.0 and Enterprise 2.0 as the answer of an infrastructure that responds quickly to the Corporate Management needs. A very powerful CMS (Content Management System) that makes it easy for Corporate Management to implement/construct functions for developing, editing, updating, analyzing, searching, and controlling access to content and also handle content as social and market-related changes necessitate
Innovax Systems

Innovax Systems is a leading provider of systems development and integration of end to end integrated contact center solutions and web-based applications. Headquartered in Singapore, Innovax Systems has offices and partners throughout Asia. Innovax Systems' proprietary software and solutions include computer telephony integration (CTI), multi-channel contact center management, customer relationship management (CRM), e-procurement, backend enterprise system integration and mobile internet platform solutions
RUSH

RUSH is a Globe Telecom, Inc. venture established in 2016 committed to enabling businesses to foster stronger and lasting relationships with its customers. The company is also a trusted brand that has helped and continues to guide businesses through their digital transformation in an efficient and seamless way. Rush keep up with the market trends and adopt the best practices to its team and platform
Service Metrics Group

Service Metrics Group is a leading global provider of customer experience measurement solutions serving a variety of organizations and industries including hospitality, gaming, travel, tourism, retail, and entertainment. Services include quality assurance and on-site inspections, customer satisfaction and feedback solutions, and online reputation management and review site monitoring. Service Metrics Group is a privately-held company headquartered in Dallas/Fort Worth, with a satellite office in Hong Kong, and operations worldwide
Wavecell

Wavecell is an eight-time Gartner Magic Quadrant Leader for Unified Communications as a Service Worldwide. Wavecell is transforming the future of business communications as a leading Software-as-a-Service provider of voice, video, chat, contact centre and enterprise-class API solutions powered by one global cloud communications platform. Wavecell empowers workforces worldwide to connect individuals and teams so they can collaborate faster and work smarter