Customer Intelligence Platforms

What are Customer Intelligence Platforms?

Customer Intelligence Platforms (CIPs) help companies collect and analyze detailed customer data from internal and external sources to gain in-depth insights into customer behaviors, needs, and trends. Part of overarching CX software solutions, CIPs analyze customer data from multiple sources, including social media conversations, customer surveys, purchase history, subscription renewals, and customer support interactions. These data insights provide a view into customer motivations and intent that helps organizations personalize customer experiences and make decisions informed by specific customer data.

The main capabilities of Customer Intelligence software include:

  • Advanced AI-Powered Audience Segmentation
  • Customer Segmentation & Sentiment Analysis
  • Brand Monitoring & Analytics
  • Trend Discovery
  • Competitive Intelligence
  • 360-Degree Customer Profiles
  • Customer Journey Orchestration

Customer Intelligence solutions also integrate with Customer Data Platforms (CDPs) to synchronize data flows between data warehouses and business tools for delivering centralized, unified, and up-to-date customer profiles. Additionally, Integrating Customer Intelligence tools with CRM software can help companies develop a cohesive customer strategy that improves customer relationship management while gathering customer intelligence data at the same time.

In terms of nomenclature, CIPs are sometimes also referred to as Consumer Intelligence platforms.

Benefits of Customer Intelligence Software

  • Optimizes Customer Journeys: Customer Intelligence software collects and analyzes customer data across various channels to identify behavior patterns and other insights that help companies better understand customer motivations, predict future behaviors, and optimize each touchpoint in the customer journey.
  • Reduces Customer Churn: CIPs provide customer data insights that companies can use to personalize interactions and optimize customer journey touchpoints, from initial discovery, to purchase and customer retention. Using Customer Intelligence data helps businesses build customer loyalty, increase customer retention rates, and reduce customer churn to drive revenue.
  • Predicts Trends: Customer Intelligence software involves analyzing customer data from various sources, such as demographics, purchase history, and customer feedback to uncover patterns, customer needs, and sentiments. CIPs use AI and machine learning technologies to extract insights from this data and make predictions about future customer behavior, to assist efforts in areas such as product development, sales enablement, and marketing.
  • Helps Deliver Personalized Recommendations: Customer Intelligence tools use AI and ML to analyze customer behaviors and data. Companies can then use this data to personalize customer experiences and recommend relevant products or services based on customer preferences, sentiments, and historical behavior.
  • Unveils Opportunities for Self-Service and Automation: Customer Intelligence analyzes customer behavior to identify patterns and trends that help businesses understand how customers interact with their brand throughout the customer journey. This data can be used to highlight opportunities to automate processes or introduce self-service options to help reduce wait times and increase overall satisfaction.

Top 10 Customer Intelligence Platforms?

CXone / Pega Platform / Listen360 / SAP Customer Data Platform / Zeotap / Custellence / Adobe Experience Platform / Brandwatch / Staircase AI / Medallia

WH Score
8.7
CXone
33reviews
Starting Price:$135 per user / per month
CXone helps organizations of all sizes be the first choice of customers, the first to innovate, and the first choice employer. Only CXone delivers one unified experience, on one cloud native platform, fast onboarding of new employees and capabilities, with embedded AI to keep your team one step ahea...
WH Score
8.3
Pega Platform
24reviews
Starting Price:$35 per user / per month
Pegasystems is a leader in Customer Relationship Management (CRM) solutions that helps organizations enhance customer loyalty, generate new business, and improve productivity.  
WH Score
8.0
Listen360
0reviews
Starting Price:N/A
Listen360 is a Customer Engagement platform that aggregates and analyzes customer feedback to provide organizations with real-time customer insights, as well as offering tools to create engaging customer experiences that drive loyalty and revenue. Listen360 provides actionable customer insights to o...
WH Score
7.9
SAP Customer Data Platform

SAP Customer Data Platform

0reviews
Starting Price:N/A
SAP Customer Data Platform collects and analyzes front-end and back-end customer data, creates unique customer profiles and visualizations, and provides real-time insights to help businesses deliver more personalized customer journeys that drive revenue and customer retention.
WH Score
7.9
Alchemer
0reviews
Starting Price:$315 per user / per year
Alchemer is a comprehensive set of tools designed to help businesses gather valuable feedback from their customers in order to enhance customer satisfaction and drive business growth. With a range of products and services like Alchemer Survey, Alchemer Workflow and Alchemer Digital, this platform of...
WH Score
7.9
Chattermill
0reviews
Starting Price:N/A
Chattermill provides valuable customer feedback analysis tools to businesses looking to enhance their products and drive growth. With a focus on connecting feedback to business goals, Chattermill offers a comprehensive platform that utilizes advanced AI technology for sentiment analysis and custom d...
WH Score
7.9
Sogolytics
0reviews
Starting Price:$25 per user / per month
Sogolytics is a leading provider of an Experience Management Platform that offers a suite of tools designed to help businesses gather and analyze feedback from both customers and employees. The platform is equipped with a range of features such as survey design, distribution, reporting, data managem...
WH Score
7.9
AIXON
0reviews
Starting Price:N/A
AIXON by Appier is Customer Data Science platform that unifies customer data from various sources, and provides AI-powered data intelligence to help organizations refine customer data, strategically segment audiences, predict future customer behaviors, and improve customer acquisitions.
WH Score
7.9
Lytics
0reviews
Starting Price:N/A
Lytics is a Customer Data Platform (CDP) that collects, unifies, and activates customer data to help organizations make data-driven decisions, streamline business processes, and drive more revenue. Lytics is a privacy-focused CDP that ensures data security and compliance while helping companies leve...
WH Score
7.9
BlueConic
0reviews
Starting Price:N/A
BlueConic is a privacy-first Customer Data Platform (CDP) that collects, unifies, and activates compliant, first-party data across an organization’s business systems to enhance customer experiences, while also helping drive revenue growth. BlueConic enhances core business initiatives with data...
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