1、MARTECH INTELLIGENCE REPORTENTERPRISECUSTOMERMANAGEMENTEXPERIENCEPLATFORMSA MARKETERS GUIDEINCLUDING IN-DEPTHCOVERAGE 2024 Third Door Media is a Trademark of Semrush Inc.1 https:/martech.orgMARTECH INTELLIGENCE REPORT:Enterprise Customer Experience Management Platforms:A Marketers GuideScope and met

2、hodology.2Customer experience management market overview.3Figure 1:The customer journey.3Figure 2:Growth of the global market for customer experience management.4More devices and touchpoints obscure customers journeys as expectations rise.4Figure 3:Customers engage with brands on a variety of channe

3、ls.5Businesses look to retention,but face challenges.5What defines customer journey orchestration?.6Table 1:How CXM differs from CRM.7The customer experience management vendor marketplace.8CXM tool capabilities.9Data gathering.9Table 2:Interactions from which CXM vendors gather data.9Table 3:The spe

4、ed at which data is gathered from various touchpoints.10 Customer journey visualization .10Data analysis.10Real-time interaction management.11Table 4:Channels available for activation by CXM vendors.11Choosing a CXM tool .11The benefits of using CXM tools.11Pricing .12Recommended steps to making an

5、informed purchase.12Step one:Do you need a CXM tool?.12Step two:Identify and contact appropriate vendors.13Step three:Scheduling the demo.14Step four:Check references,negotiate a contract.15Conclusion.16Vendor profiles.17Acoustic.17ActionIQ.20Act-On.23Adobe.27Alterian.29Disqo.32inQuba.34Genesys.37Pe

6、gasystems.40Salesforce.43SAS.46Treasure Data.50Table of contentsMARTECH INTELLIGENCE REPORT:Enterprise Customer Experience Management Platforms:A Marketers Guide 2024 Third Door Media is a Trademark of Semrush Inc.2 https:/martech.orgScope and methodologyThis report examines the customer experience