The CX Technology Stack: 100 Tools for Optimizing Your Brand’s Customer Experience
Want to improve your Net Promoter Score and optimize your customer experience? You’ve come to the right place.
We are dedicated to helping our customers better serve their customers—by building high-performing, trustworthy teams of professional agents. But while a virtual call center is essential to any brand’s extraordinary customer service operation, it’s far from the only strategy or solution out there worth considering.
To help organizations navigate the big, wide world of CX technology, we’ve assembled a massive list of top products and tools for customer service, communication, behavior tracking, insights, and more. While a good number of the solutions we’ve included here are designed for enterprise organizations, we made sure to feature many resources companies of any size can use to nurture and grow their audiences.
Scroll down to read through the entire list, or jump to a specific category by clicking one of these section headers:
- Communication and Marketing
- Customer Service and Support
- Customer Engagement and Retention
- CX Design
- Behavior Metrics, Insights, and Testing
- Customer Feedback, Conversation, and Response Analysis
- Agent Support
Communication and Marketing
Create “explainer” videos—no professional design background required—to reduce call and email volume while providing a more dynamic and engaging customer experience.
Learn more: spark.adobe.com/make/explainer-video-maker
Take your marketing content to the next level with an all-in-one digital publishing and brand storytelling platform.
Learn more: brightspot.com
Make sure your campaigns only reach real people by removing unverified emails from your lists.
Learn more: briteverify.com
Automate your retail marketing campaigns with Oracle’s email creation tool—integrated with virtually all eCommerce platforms.
Learn more: bronto.com
Schedule and syndicate social media posts for multiple platforms and accounts in advance with just a few clicks.
Learn more: buffer.com
Improve your PR outreach through press distribution and tools such as the Influencer Graph, which shows the relationships between your consumers and the people and content they care about reading.
Learn more: cision.com
Get to know your customers by creating a community for them, inviting them to participate, and engaging with them online.
Learn more: cmnty.com
Make sure your customers receive the right messages at the right time with an automated, round-the-clock messaging system.
Learn more: customer.io
Save hours every week by using a smart platform to schedule and write social media posts for you.
Learn more: meetedgar.com
Exceed every marketing goal and succeed across channels with a full suite of apps and resources. HubSpot is a great tool for small to medium size businesses to handle marketing, sales, and customer service all from one place.
Learn more: hubspot.com
Easily build and send campaigns that engage and convert your readers into customers.
Learn more: mailchimp.com
Create guides and walkthroughs to show off your products, train your customers, answer frequently asked questions, and more.
Learn more: nickelled.com
Tailor your content to every customer and optimize each individual’s journey with your brand.
Learn more: pathfactory.com
Communicate with your customers and solicit direct feedback with an intuitive messaging app.
Learn more: podium.com
Grow and engage your customer base with giveaways you can launch in minutes.
Learn more: rafflecopter.com
Manage all your sales and customer interactions in one, powerful CRM.
Learn more: salesforce.com
Stay on top of your social media presence for all of your brand’s locations from a single, comprehensive dashboard.
Learn more: socialiqapp.com
Scale your marketing and CX initiatives with code that empowers you to communicate with your customers—through voice, text, video, and more—on the apps they already use.
Learn more: twilio.com
Reach billions of people by creating and uploading tutorials, vlogs, reviews, and other content to the world’s most popular video sharing site.
Learn more: youtube.com
Run your marketing department—or your entire business—with a full suite of cloud CRM and administrative software.
Learn more: zoho.com
Customer Service and Support
Engage with your customers in the moment with a conversational marketing platform that connects website visitors directly to you.
Learn more: drift.com
Provide fast, contextual support to customers from within your products, rather than a separate site or channel.
Learn more: elev.io
Implement a complete help desk for your customers with a ticket system, live chat, email and social media support, and more.
Learn more: helpsumo.com
Guide and collaborate with your customers in—what else?—real-time with Recursive Labs’ omnichannel co-browsing solution.
Learn more: recursivelabs.com/what-we-do
Save time and money and provide a consistent experience for your audience moving your customer service and support operations to the cloud.
Learn more: serenova.com
Make self-service as easy as possible for your customers with personalized, interactive guidance.
Learn more: toonimo.com
Replicate the one-on-one, in-store customer experience with best-in-class live chat software.
Learn more: userlike.com
Improve efficiency and satisfaction by giving your customer support team the ability to connect with customers across channels.
Learn more: zendesk.com
Customer Engagement and Retention
Build, customize, and drive traffic to digital experiences that wow your customers.
Learn more: bloomreach.com
Harness the power of artificial intelligence to understand, connect with, and convert your omnichannel customers.
Learn more: blueshift.com
Take potential customers on personalized tours of your products and services.
Learn more: trychameleon.com
Grow customer engagement and loyalty on social media—without time-consuming, manual community management.
Learn more: chirpify.com
Increase your profiles in your local communities and drive more customers to your stores.
Learn more: fivestars.com
Take total control of your retention and customer success initiatives throughout the customer lifecycle.
Learn more: gainsight.com
Maximize the conversion rates of your digital advertising with a comprehensive ad and landing page creation platform.
Learn more: instapage.com
Take advantage of bots, targeted emails, and help desk functionality to keep your customers satisfied.
Learn more: intercom.com
Promptly address and manage issues that might otherwise affect retention and hurt customer relationships.
Learn more: kilterly.com
Capture data about your customers’ experiences in your brick-and-mortar locations to foster frequency and loyalty.
Learn more: mobivity.com
Individualize every single customer’s experience with a leading optimization and personalization platform.
Learn more: monetate.com
Reduce churn and cultivate audience growth with in-depth, data-backed insights into your customers.
Learn more: natero.com
See “the big picture” of your brand’s customer experience with an enterprise-level CX and NPS optimization toolset.
Learn more: qualtrics.com
Never miss an opportunity to improve customer loyalty with a feature-rich loyalty program platform.
Learn more: tapmango.com
Use the power and size of the enterprise to improve—rather than hamper—customer satisfaction and retention.
Learn more: totango.com
Brainstorm and lay out customer journeys with this free, no-frills canvas-making tool.
Learn more: canvanizer.com
Go deeper into customer journey mapping with software that not only identifies touchpoints but assigns individuals to be accountable for managing and improving metrics associated with each touchpoint.
Learn more: customersfirstnow.com/products/cfn-insight
Run heatmaps and A/B tests to see who’s visiting your site, what they’re doing, and how you can improve their experiences.
Learn more: crazyegg.com
Give your ideas context, create to-dos, and never waste a brainstorming session again.
Learn more : germ.io
Diagram, share and communicate your ideas with eye-catching visuals.
Learn more: gliffy.com
Explore your customers’ online behavior in a highly visual and intuitive manner.
Learn more: hotjar.com
Work together on ideas, create user experience prototypes, and collect feedback with an end-to-end design platform.
Learn more: invisionapp.com
Create CX flowcharts and diagrams that update in conjunction with real-time data.
Learn more: products.office.com/en/visio/flowchart-software
Design diagrams and other graphics with powerful, flexible tools built for precise details.
Learn more: omnigroup.com/omnigraffle
Visualize customer journeys, personas, and stakeholders all in one place.
Learn more: smaply.com
Create a killer marketing strategy with a comprehensive dashboard offering insights into CX, SEO, site architecture, and more.
Learn more: uprank.io
Wirify and Naview by Volkside
Expand your CX knowledge and toolbelt with tools that turn any website into wireframes and allow to create and test your own navigation prototypes.
Learn more: volkside.com
Use mind-mapping software to develop and clarify CX and other user design ideas.
Learn more: xmind.net
Behavior Metrics, Insights, and Testing
Explore the valuable data generated by every customer interaction.
Learn more: alliantinsight.com
Keep your business growing and your customers satisfied with robust product analytics.
Learn more: amplitude.com
Capture, analyze, and leverage data about your customers’ behavior in your app.
Learn more: apteligent.com
Target the right customers and prospects with advanced behavioral data and insights.
Learn more: clearbit.com
Harness real-time user feedback and predictive analytics to reveal and optimize the customer journey from start to finish.
Learn more: cloudcherry.com
Exponea offers data management and analytics, allowing marketers to turn insights into actionable campaigns, all within a single integrated solution.
Examine visitor behavior and segment users to attract and engage with the customers who matter most to your brand.
Learn more: prism.gemius.com
Make better CX and communication decisions with the digital analytics standard—a solution that has remained popular for its thorough and accessible dashboard.
Learn more: analytics.google.com
Maximize customer engagement with your marketing and advertising campaigns while minimizing click fraud.
Learn more: improvely.com
Collect and analyze billions of customer journey metrics by looking at the human side of the numbers—no data science degree required.
Learn more: indicative.com
Record user sessions on your site and see a play-by-play video of the digital customer journey.
Learn more: inspectlet.com
Gather and act on a wealth of customer data with CX management software, customer satisfaction surveys, event data solutions, and more.
Learn more: intouchinsight.com
Find out who your customers are—by asking them directly. Through Jebbit, customers provide “declared data” about their preferences and interests.
Learn more: jebbit.com
Dive into user data to analyze, segment, and engage your customers.
Learn more: kissmetricshq.com
Gain access to a full set of analytics, planning, customer targeting, and optimization tools.
Learn more: kochava.com
Discover why your prospects are or aren’t converting, by tracking their actions on your site.
Learn more: luckyorange.com
See and interpret your customers’ valuable data and engagement scores in a dashboard that eschews unnecessary noise and complexity.
Learn more: lytics.com
Maxymiser (by Oracle)
Convert more often and more consistently with the user personalization and CX testing tools hosted in the Oracle Marketing Cloud.
Conduct detailed analyses into customer interactions with your brand, products, and experiences.
Learn more: mixpanel.com
Embrace your inner scientists and run advanced experiments into your messaging, marketing, and product engineering efforts.
Learn more: optimizely.com
Turn your customer satisfaction and NPS numbers around with a solution that “combines direct feedback, indirect feedback, and operational metrics to reveal a complete picture.”
Learn more: satmetrix.com/software
Understand your customers’ experience on a deeper level as you track and react to user activity as it occurs.
Learn more: usersignals.io
Discover qualitative and quantitative insights into your customers with a research platform built for the enerprise.
Learn more: userzoom.com
Start improving your CX today with customer journey mapping software you can populate with live data and share across your organization.
Customer Feedback, Conversation, and Response Analysis
Turn customer feedback collection into a daily, automatic practice at your organization.
Learn more: asknicely.com
Manage and make use of multichannel customer feedback the way leading brands like T-Mobile, GE and United do.
Learn more: clarabridge.com
Designed for B2B enterprise organizations, CustomerGuage’s NPS and retention software “enables you to directly tie every last $ to your NPS.”
Learn more: customergauge.com
Collect feedback and NPS results easily and painlessly through single-question surveys sent to recipients via text, email, or website link.
Learn more: delighted.com
Give your agents the data-driven tools and support they need to provide better customer experiences.
Learn more: envisioninc.com
Use an enterprise SaaS solution to create and manage a branded site for your customer community.
Learn more: hoop.la
Check the pulse of your audience and brand advocates with a cloud-based, enterprise-grade customer experience management platform.
Learn more: medallia.com
Master the Net Promoter System with a complete customer engagement, measurement, response and analysis tool.
Learn more: promoter.io
Discover CX best practices, see what your customer audience is saying, and even pose questions about your brand to the Quora community.
Learn more: quora.com
Ask your customers for feedback where and when they’re most receptive to it: while visiting your website or app.
Learn more: ramen.is
From business listings to social media conversations, take charge of your brand’s story everywhere your customers are discussing it.
Learn more: reputation.com
Save time and respond to customers without delay by managing all reviews of your business in one location.
Learn more: reputology.com
Capture NPS results with a survey platform that allows for segmentation, customizable templates, transactional campaigns, and more.
Learn more: retently.com
Collect and act on customer feedback with a turn-key NPS platform built by one of the most extensive survey providers in the world.
Learn more: surveymonkey.com/cx
Leverage AI to uncover hidden patterns in customer feedback and gain an inside edge in the CSAT race.
Learn more: getthematic.com
Keep your team humming along and working on the same page with all-inclusive collaboration and communication tools.
Learn more: basecamp.com
Share documents, images, videos, and other media of all sizes in an easy-to-use yet powerful file-sharing solution.
Learn more: dropbox.com
Create, store, and collaborate on documents, spreadsheets, and more with Google’s ubiquitous suite of everyday office tools.
Learn more: drive.google.com
Send fewer emails to your team, keep track of all workplace communication in one location, and make work messaging a little more fun in the process.
Learn more: slack.com
Use simple drag-and-drop cards to quickly manage and stay on top of your team’s projects, initiatives, and ideas.
Learn more: trello.com
Host audio and video meetings from anywhere, with support for hundreds of attendees.
Learn more: zoom.us
Did we miss your favorite CX tools?
If, after looking through our list, you realized we didn’t include your most useful solution or solutions for creating a stellar customer experience, please share them in the comments below!