Customer Experience

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Jul 16, 2025

Best CX Platform Picks for 2025

by Gordon Polovin

Choosing the right CX platform requires a methodical evaluation, considering the pros and cons of reputable marketplace companies. One must consider aligning with vital CX drivers, including analytics, integrations, and affordability. Choosing the right CX platform Companies entering or expanding their CRMs to include CX as a primary focus must match their budgets and team capabilities to the platform that aligns best with their needs. This brings survey types (such as NPS, CSAT, and CES), sentiment probing, social listening, omnichannel coverage, and data complexity into the conversation. The key goals are: Launching effective CX initiatives as quickly as possible. Making platform deployment an easy transition for marketing personnel. Ensuring one buys into: Consistent and accessible self-service and live agent support. A platform that can scale up with market growth. A pricing table that demonstrates value for money. It means stakeholders must evaluate integrations, data analytics, mobile responsiveness, security, compliance, and more. The “more” includes a sales enablement approach that values the input of sales, production, distribution, marketing, legal, accounting, and IT divisions in addition to testing a platform shortlist. The latter should follow a systematic process, establishing benchmarks with pilot programs in preparation for a full-scale launch. Please don’t leave any stone unturned in the pre-preparation phase and avoid taking shortcuts no matter how tempting it may be to do so. Aligning stakeholders’ needs with a platform equipped to meet them is crucial to prevent mismatches that can lead to severe pain points and derail an entire strategy before it […]

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