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My concern is the focus on improving the CustomerExperience is in danger of heading the same way as CustomerRelationshipManagement (CRM), into failure if it’s not careful. I am pleased to have helped, in some way, to shape a new industry with our books, research and client work since 2002.
In this guide, well walk you through our favorite customerexperience platforms that deliver on these promises in 2025 so you can boost loyalty, and build trust. Think of great CX software as a truth-teller: it lets you spot friction in real time, personalize interactions, and turn existing customers into die-hard fans.
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