Customer experience platforms
Updated: May 30, 2022
2021. Customer experience startup Clootrack raises $4M
Clootrack, a startup that helps brands to get inside the mind of customers, has raised $4 million in Series A. Clootrack is a real-time customer experience analytics platform that helps brands understand why customers stay or churn. The number of channels has increased, which means customers are talking to you, expressing their feedback and what they think in multiple places. Word of mouth has gone digital, and you basically have to master the art of selling online. Clootrack turns the customer experience data from all of those first-party and third-party touchpoints — website feedback, chat bots, etc. — into granular, qualitative insights that give brands a look at drivers of the experience in hours rather than months so that they can stay on top of fast-moving trends.
2020. Сommerce experience platform Salsify nabs $155M
Salsify, which provides brands and the companies behind them a single place to track product inventories, manage how they are described and sold across a disparate array of online and offline locations, and then run analytics on the data to figure out what next steps to take, has closed $155 million in a Series E round. Salsify is a clear market leader, serving some of the largest and most discerning global brands and retailers. It counts companies like Coca-Cola, Rubbermaid and Mars among its customers.
2020. Customer experience platform Sprinklr raises $200M
Sprinklr is raising $200 million on a $2.7 billion valuation for its customer experience platform. Customer experience management is now having the kind of growth that CRM has had in the past. The company has 1,000 clients, some spending millions of dollars a year. They currently have 1,900 employees in 25 offices around the world. Sprinklr has a unique opportunity to lead a Customer Experience Management market that’s already massive — and growing — as enterprises continue to realize the urgent need to put CXM at the heart of their digital transformation strategy
2020. Episerver to acquire Optimizely, the world’s leading Experience Optimization platform
Episerver, a leader in the Gartner Magic Quadrant for Digital Experience Platforms, announced today that it has entered into a definitive agreement to acquire Optimizely, the leader in experimentation and optimization. This combination creates the most advanced digital experience platform to optimize every customer touchpoint across the entire user journey. Bringing together Episerver’s ability to create digital experiences through content and commerce with Optimizely’s ability to experiment and optimize across touchpoints empowers marketers to build experiences that get smarter over time.
2020. Medallia acquires voice-to-text specialist Voci Technologies
Medallia - a customer experience platform that scans online reviews, social media, and other sources to provide better insights into what a company is doing right and wrong and what needs to get addressed — announced that it would acquire Voci Technologies, a speech-to-text startup, for $59 million in cash. Medallia plans to integrate the startup’s AI technology so that voice-based interactions — for example from calls into call centers — can be part of the data crunched by its analytics platform. Despite the rise of social media, messaging channels, and (currently) a shift for people to do a lot more online, voice still accounts for the majority of customer interactions for a business, so this is an important area for Medallia to tackle.
2020. Customer Experience monitoring startup Anodot grabs $35M
Anodot, a startup that helps customers monitor business operations against a set of KPIs, announced a $35 million Series C. Anodot lets you take any kind of data, whatever your company finds important, and it tracks it automatically and reports on changes that would have an impact on the business. That means that the platform will let you know, for example, of any drop in your business, any drop in your conversions, any spike in your costs — and so forth. What you track depends on your vertical and what’s important to your business.
2018. Zoho CRM enables to convert website live-chats to phone conversations
Zoho updated its unified customer experience platform Zoho CRM Plus. The new version doesn’t just allow your customers to reach out to you through the channel of their choice, it also helps your business teams switch across channels at will. Your sales reps can convert website live-chats to phone conversations, support agents can make or answer calls from within their ticket interface, and your marketers can convert social media interactions into tickets to get problems solved faster. With the bew ASAP plug-in for Desk plug-in, customers will be able to quickly find answers sourced from your business’s knowledge base, raise tickets directly, and even chat with your support agents from within your company website or mobile app. New Blueprint lets you build and automate processes that run across your sales, marketing, and support teams. Take your daily sales orders, for example: You can set up a Blueprint for your sales orders that involves both your sales and support teams so that approving a sales order in CRM will automatically create a ticket in Desk, and conversely, the sales order will be marked as “Delivered” in CRM when the delivery is completed in Desk.
2018. Zendesk launched customer service app builder
Zendesk announced Zendesk Sunshine, a new platform for creating customer-focused applications on top of Zendesk’s toolset. Companies can build apps on top of Sunshine, typically customer experience or customer relationship apps, and they will be hosted natively on AWS and have access to all the AWS services. And all of the applications rely on the Sunshine platform for information sharing. This approach is aimed at helping Zendesk customers build applications to take advantage of the data they are collecting inside of Zendesk as a natural byproduct of doing work with the service, but over time independent developers could begin working on the platform too.
2011. CEM - in center of Adobe's strategy
How do you think, what is the foundation of Adobe's business? Design programs (Photoshop, Dreamweaver, Premiere ...). Maybe Flash? Perhaps PDF? It turns out that all these technologies - are only means to achieve a higher goal. Adobe's strategic spheres of competence are shown in the picture above, and the central object in this scheme is CEM - Customer Experience Management. Indeed, the multimedia content created in Adobe's design software: graphics, websites, videos ... - is primarily intended to impress customers. Flash and PDF form the platform to deliver this multimedia content via any computer or mobile device. Adobe LiveCycle solutions help to engage customers in business processes. But recently Adobe CEO Shantanu Narayen recognized that there is a missing part in this puzzle: "This creative job is worthless without analytics and tracking revenue and statistics."
2010. RightNow: CRM is dead
Surprise! Jason Mittelstaedt, CMO at RightNow (the company that for a long time has been among leaders of the CRM industry) says that nobody wants to hear about CRM anymore, because they have heard it all and no longer believe the promises of CRM vendors. According to Jason, last year, the annual CRM Conference, which was held by Gartner and sponsored by RightNow - was the dead event and attracted minimal public interest. Vendors were showing the presentations that they have given seven years ago. Jason argues that CRM is a bit old hat, and it is time for a new generation of software that RightNow calls CX (Customer Experience). RightNow is not a pioneer in Customer Experience theme. Industry players have been talking about CEM (Customer Experience Management) already for a couple of years. So, what's the difference between CEM and CRM?