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We provide guidance using our market research and expertise to significantly improve your marketing, sales and product efforts. We offer a portfolio of advisory, research, thought leadership and digital education services to help optimize market strategy, planning and execution.
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.
View the 2025 Buyers Guides for Customer Experience Management
Customer Experience Management
Evaluates products that address key elements of customer experience management.
Customer Journey Management
Evaluates products that address key elements of customer journey management.