Buyers Guides for Customer Experience Management

2025 Software Provider and Product Assessment

ISG Research defines Customer Experience Management as software that combines business applications to impact customer outcomes across departments. CXM is best defined as a suite of applications built on a common platform that facilitates an interdepartmental view of customer activity and provides mechanisms for controlling that activity.

The Buyers Guides for Customer Experience Management evaluate providers across three software categories with a unique Buyers Guide and research for each category to help enterprises assess and select software providers.

  • The Customer Experience Management Buyers Guide evaluates 29 providers and products based on support for AI and automation, analytics, customer journey management, interaction automation, knowledge management, marketing and sales support, and resource management. The guide assesses the following providers: Adobe, Braze, CallMiner, CSG, eGain, Emplifi, Exotel, Freshworks, Gainsight, Genesys, Hubspot, Insider, Medallia, Microsoft, MoEngage, Netcore, Nextiva, NICE, Oracle, Qualtrics, Salesforce, SAP, SAS, ServiceNow, Sprinklr, SugarCRM, Verint, Zendesk and Zoho.

  • The Customer Journey Management Buyers Guide evaluates 28 providers and products that support dedicated capabilities related to CJM, one of the core areas that make up CXM suites. The guide assesses the following providers: Adobe, Braze, CSG, eGain, Emplifi, Exotel, Freshworks, Gainsight, Genesys, HubSpot, Insider, Medallia, Microsoft, MoEngage, Netcore, Nextiva, NICE, Oracle, Qualtrics, Salesforce, SAP, SAS, ServiceNow, Sprinklr, SugarCRM, Verint, Zendesk and Zoho.
  • The Knowledge Management Buyers Guide evaluates 17 providers and products based on support for features related to collecting and organizing informational resources that service representatives and customers use to solve problems and understand how to use purchased products and services. The guide assesses the following providers: Adobe, eGain, Emplifi, Freshworks, Gainsight, Genesys, HubSpot, Microsoft, NICE, Oracle, Salesforce, ServiceNow, Sprinklr, SugarCRM, Verint, Zendesk and Zoho.

To view the executive summaries of the research, please select the report below.

To learn more about our Buyers Guide services for enterprises including purchasing the complete research, advising on your software providers, conducting a workshop or performing an assessment, click here.

To learn more about our Buyers Guide services for software providers including purchasing the complete research and charts or performing an assessment, click here.

Knowledge Management

ISG Research evaluates 17 software providers' offerings in the Knowledge Management Buyers Guide.

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Customer Journey Management

ISG Research evaluates 28 software providers' offerings in the Customer Journey Management Buyers Guide.

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Customer Experience Management

ISG Research evaluates 29 software providers' offerings in the Customer Experience Management Buyers Guide.

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Customer Journey Management

ISG Research evaluates 10 software providers' offerings in the Customer Journey Management Buyers Guide.

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Knowledge Management

ISG Research evaluates 11 software providers' offerings in the Knowledge Management Buyers Guide.

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Customer Experience Management

ISG Research evaluates 19 software providers' offerings in the Customer Experience Management Buyers Guide.

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