Digital Experience Management (DXM) Software

What is Digital Experience Management (DXM)?

Digital Experience Management (DXM) is a combination of strategies and processes designed to manage and optimize all the interactions customers experience as they navigate and use an organization’s various digital platforms and communication channels. DXM oversees the entire digital customer journey across a company’s websites, social media channels, mobile apps, chat systems, and all other digital channels and assets.

The goal of DXM is to streamline all the customer-facing and backend processes to ensure a consistent customer experience, improve audience-specific content, and remove friction or obstacles from the customer journey, for improving sales and customer satisfaction.

DXM is an integral component of CX software that helps companies manage digital customer journeys alongside other elements of customer experience. DXM is also often integrated with contact center solutions to optimize support processes and create a holistic view of digital customer interactions across all the touchpoints a customer has with a company.

Key Capabilities of DXM Platforms

  • Customer Journey Mapping: A DXM platform typically provides customer journey mapping tools to help organizations create outlines and visual step-by-step representations of end-to-end customer interactions with a product funnel, service, or digital channel. Customer journey maps help pinpoint customer behaviors and highlight needs, opportunities, or issues that exist in the digital customer journey. Customer journey mapping also helps companies hone customer persona elements and personalize the customer experience for their target audience.
  • Conversation Analytics: DXM platforms offer AI-powered conversation analytics to analyze natural language customer interactions in chat, email, social, or voice channels, provide insights into customer intent, and make data-driven predictions about future customer trends and behavior.
  • Feedback Management: DXM platforms facilitate feedback management by collecting and analyzing customer feedback on products or services. Organizations use this data to solve product issues, identify key customers, customize services, and improve the overall customer experience to drive revenue.
  • Intelligent Automation and Self-Service: DXM platforms have intelligent automation tools to streamline workflows within the organization, as well as deliver swift resolutions to common customer inquiries. With self-service tools such as intelligent chatbots offering highly contextualized responses to inquiries, customers need not wait until they can connect to a human agent, unless it is for more complex matters.
  • Agent Coaching and Quality Management: DXM platforms gather and analyze important customer interaction data, including sentiment, intent, and behavior. This data is valuable for real-time agent coaching in contact centers and helps ensure quality in customer service interactions across a company’s support channels and teams.  
  • Centralized Content Management: DXM platforms provide a centralized content management system that companies can use to create personalized content and distribute it across their various digital channels, within a single platform.

Top 10 Digital Experience Management (DXM) Software

CXone / Zendesk Suite / ServiceNow / Custellence / cxomni / Zeotap / Smaply / Adobe Experience Platform / 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
8.6
Zendesk Suite
389reviews
Starting Price:$49 per user / per month
Zendesk Suite is an end-to-end customer relationship platform that combines help desk, voice and CX capabilities into one powerful application. AI is a key capability at Zendesk, offering users the ability to infuse intelligent automation across a variety of areas, from customer interactions to inte...
WH Score
8.3
ServiceNow
16reviews
Starting Price:N/A
ServiceNow helps enterprises to build cloud networks or software that can help them in administration, governance, or digital workflow management. ServiceNow has grown immensely popular because of all the talk that goes around business automation. ServiceNow is an American-based company operating fr...
WH Score
7.9
cxomni
0reviews
Starting Price:N/A
cxomni is a Customer Journey Management platform that analyzes customer touchpoint data across various channels and provides companies with insights and mapping tools to help optimize the customer journey. This platform is highly collaborative, so teams can work together to create customer journey m...
WH Score
7.9
Custellence
0reviews
Starting Price:$0 per user / per month
Custellence is a user-friendly, flexible suite of customer journey mapping tools that organizations and Customer Experience (CX) professionals can use to create, present, and share personalized experience maps, user maps, service blueprints, and other visual representations of customer behaviors and...
WH Score
7.9
IBM Instana
0reviews
Starting Price:N/A
IBM Instana is an AI-driven automated observability tool designed to simplify the complexities of cloud computing, enhance application performance, and minimize downtime for IT teams. This powerful platform offers real-time monitoring, actionable insights, and automation capabilities that enable IT ...
WH Score
7.9
Dynatrace
0reviews
Starting Price:N/A
Dynatrace is a versatile software solution offering a unified platform for observability and security, all powered by advanced causal AI technology. This platform provides businesses with comprehensive infrastructure and application observability, security protection, digital experience monitoring, ...
WH Score
7.9
Crownpeak
0reviews
Starting Price:N/A
Crownpeak is a leading Digital Experience Platform that is centered around content and commerce. With a strong focus on delivering personalized experiences, the platform leverages artificial intelligence to drive content and product discovery for users. This AI-driven approach allows for advanced cu...
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
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...
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