Top Customer Experience Management Companies

The global demand for customer experience management solutions is expected to be driven by growing emphasis on improving customer retention and improving brand loyalty to stay competitive. Personalized interactions, fast issue resolution, and seamless engagement across channels help create stronger customer bonds. This shift toward customer-centric strategies is slated to boost the adoption of customer experience management solutions in the long run. Rising use of omnichannel platforms such as websites, mobile apps, social media, chatbots, and physical stores is also estimated to promote the uptake of novel customer experience management offerings going forward.

Industry Overview

According to SkyQuest Technology “Customer Experience Management Market By Offering (Solutions, Services), By Touchpoint (Websites, Stores, Call Centers, Mobile Apps, Social Media, Emails, Virtual Assistants, Other Touchpoints), By Deployment, By Organization Size, By Vertical, By Region -Industry Forecast 2025-2032, By Region - Industry Forecast 2025-2032.” Global customer experience management market is projected to grow at a CAGR of over 12.2% by 2032, as consumer expectations for personalization of experiences rises on a global level. As consumers demand more individualized interactions, businesses invest in CEM solutions to remain competitive, strengthen relationships, and differentiate themselves in saturated markets.

Top 10 Global Customer Experience Management Companies

1. Salesforce Inc.

Salesforce’s comprehensive suite of cloud-based tools allow it to emerge as a key name in the customer experience management industry. The company pioneered its SaaS model to emerge as the world’s largest CRM provider with a strong presence in marketing automation, customer service, analytics, and AI-powered personalization. The company’s flagship Customer 360 platform is known to integrates sales, service, marketing, and commerce into a unified ecosystem to offer the best possible customer experience for Salesforce’s clients.

2. Adobe Inc.

From being a leading name in the creative software pioneer Adobe has evolved into a leading digital experience and customer experience management organization. The company’s Adobe Experience Cloud is one of the most popularly used end-to-end customer journey management platforms to enhance customer experience. Adobe’s integration of AI through Adobe Sensei enhances personalization, user behavior analytics, and real-time decision-making. The company has an expansive client base spanning across media, e-commerce, retail, and BFSI verticals and beyond.

3. Oracle Corporation

Oracle's headquarters are in Austin, Texas; it was founded in 1977. Oracle credits its CX Cloud Suite for making data-centric customer experience management possible. Oracle additionally provides data-based marketing automation, decision-making, and services. The company earned about USD 53 billion in sales for 2024. AI-enabled analytics support Oracle in helping organizations understand customer behavior better, fostering engagement strategies, and customer retention. It has made a significant contribution to the establishment of CJA in various organizations.

4. SAP SE

SAP is globally known as a key enterprise technology provider that offers customer experience management solutions integrated with its ERP platforms. The company’s offering SAP Customer Experience includes marketing automation, commerce solutions, customer data management, and sales and service applications. SAP’s CX portfolio also benefits from advanced analytics and AI-based personalization. With a strong footprint in manufacturing, retail, BFSI, and large enterprises, SAP helps companies unify back-office data with customer-facing processes to deliver seamless, consistent experiences.

5. Freshworks Inc.

The company is known to offer modern, intuitive, and affordable customer experience tools designed for fast-growing businesses. The company’s solutions help businesses improve service efficiency, empower support teams, and enhance customer satisfaction across email, chat, social, and voice channels. Freshworks’ Freshdesk and Freshsales platforms are known to simplify customer support and CRM through automation, omnichannel ticketing, chatbots, and AI-powered insights.

6. Microsoft Corporation

Microsoft Corporation is a dominant global technology provider offering one of the strongest and fastest-growing CEM portfolios through Dynamics 365 Customer Experience. The company has an expansive portfolio of AI-powered applications spanning sales, customer service, marketing, social listening, and field service. With strong enterprise adoption, Microsoft enables companies to streamline customer journeys, enhance predictive insights, and achieve seamless omnichannel interaction making it a key name in the customer experience management industry.

7. Medallia Inc.

Medallia, Inc. is a global leader in experience management software, specializing in capturing and analyzing customer feedback across touchpoints. The company serves industries such as retail, hospitality, automotive, BFSI, and telecommunications. Medallia has helped pioneer intelligent feedback systems that gather insights from voice, texts, surveys, online interactions, and social platforms, which also play a crucial role in enhancing customer experience management.

8. NICE Ltd.

NICE Ltd. is a global provider of advanced customer experience and contact-center technologies, specializing in AI-powered analytics, workforce optimization, and omnichannel engagement. Founded in 1986, NICE has become a trusted leader for enterprises seeking to improve service quality and operational efficiency. Its flagship platform, CXone, integrates analytics, voice-of-customer insights, automation, and cloud contact-center tools. NICE uses AI to enhance agent performance, predict customer intent, and deliver personalized service across channels.

9. Zendesk Inc.

Founded in 2007, the company is widely recognized for its prominent customer support and CXM platform that offers manage customer inquiries, automate service workflows, and deliver efficient omnichannel support for end users. Its CRM tools, helpdesk automation, and AI-assisted service features enhance responsiveness and agent productivity. Zendesk integrates email, chat, messaging, social media, and voice into a unified interface, enabling seamless customer interactions.

10. Qualtrics International Inc.

Qualtrics International Inc. is a global leader in experience management, providing advanced analytics, feedback collection, and journey-mapping tools for both customer and employee experience. Founded in 2002, Qualtrics enables enterprises to gather real-time insights through surveys, behavior-tracking, sentiment analysis, and predictive intelligence. Its XM platform is widely used across healthcare, financial services, retail, education, and government organizations to optimize loyalty, engagement, and service quality.

Other Leading Global Customer Experience Management Companies

• Pegasystems Inc.
• NICE Ltd.

Conclusion

Despite multiple factors supporting the demand for customer experience management, certain issues such as high costs of integration and data security challenges are expected to slow down growth potential in the future. Rising competitiveness across multiple industry verticals is pushing investments in enhancement of CX capabilities to improve brand reputation, improve conversion rates, and boost customer loyalty. The rising importance of understanding customer emotions and expectations fuels strong adoption of robust customer experience management platforms across industries.