20 Best Customer Experience Analytics Tools Reviewed for 2024

CRM Creatio is an innovative customer relationship management platform designed to streamline and enhance customer experience analytics, marketing, sales, and service processes. This no-code platform enables users to create and customize applications effortlessly, making it ideal for organizations of all sizes and industries.

Why I picked CRM Creatio: I like that Creatio offers the ability to create automated 360-degree customer views, which provide a holistic perspective on each customer’s journey. This feature integrates data from multiple sources, offering a detailed and cohesive understanding of customer behavior and preferences. Since it's a no-code platform, businesses can quickly adapt these views to their specific needs, ensuring that customer data is easily accessible and actionable.

Another standout feature is Creatio's advanced analytics capabilities, which leverage artificial intelligence to provide predictive insights and data-driven recommendations. These AI-driven analytics include customer segmentation, personalized recommendations, and real-time performance metrics to help businesses identify trends, anticipate customer needs, and optimize their strategies accordingly.

CRM Creatio Standout Features and Integrations:

Features include a business process modeling tool that allows users to visualize and optimize workflows and customer service automation to streamline support processes. Multi-channel marketing capabilities also enable businesses to engage customers across various platforms, increasing reach and engagement.

Integrations include Microsoft Office 365, Google Workspace, LinkedIn, Mailchimp, Zapier, DocuSign, Twilio, Stripe, QuickBooks, Jira, Slack, and numerous other enterprise systems and third-party applications.

Sprout Social offers robust customer experience analytics tools that assist businesses in understanding and analyzing their customer data across social media platforms. The platform provides detailed insights into social media campaigns, audience engagement, and content performance, which are essential for making data-driven marketing and customer service decisions.

Why I picked Sprout Social: Businesses can learn a lot about their customers through social media engagement. Sprout Social stands out to me because it offers analytics tools that are designed to help businesses identify customer trends and pain points. This includes its listening feature that tracks qualitative, quantitative, and contextual insights to help you understand audience preferences.

Furthermore, Sprout Social can collect CSAT or NPS data through automated customer feedback surveys. Users can use customized logic and settings to trigger survey sends based on specific criteria.

Sprout Social Standout Features and Integrations:

Features include the ability to view and reply to social conversations within a unified dashboard, customer feedback reports, a query builder to track trending conversations, and a social listening dashboard to analyze specific topics, trends, and industries.

Integrations include Facebook, Instagram, LinkedIn, Pinterest, Threads, TikTok, YouTube, Salesforce, Tableau, HubSpot, Zendesk, Marketo, Glassdoor, Shopify, and more.

Velaris is a comprehensive customer success platform designed to provide teams with tools to enhance customer relationships. The platform offers a suite of features including AI-powered analytics, success plans, collaboration tools, and automation. It integrates all customer information into a single, intuitive interface, providing a 360-degree view of customer accounts.

Why I picked Velaris: I like that Velaris has customer health scores and monitoring tools. These features provide users with a customer-specific score to determine the overall satisfaction and health of each customer. By monitoring customer actions and interactions with different teams within the company, businesses can proactively address potential issues and improve customer retention.

Additionally, Velaris offers customer profiles that aggregate data from multiple sources, including CRMs, service desks, marketing tools, and financial systems, to provide a holistic view of each customer. 

Velaris Standout Features and Integrations:

Features include a comprehensive automation builder that allows users to create flexible automations on an intuitive drag-and-drop interface. It also offers views of various data points including profile summaries, lifecycle stages, and activity timelines. Furthermore, the reports and analytics feature enables the creation of detailed business dashboards.

Integrations include Slack, Microsoft Teams, Intercom, MailChimp, Outlook, Google Drive, HubSpot, Jira, and Salesforce.

Tableau from Salesforce is the holy grail for data collection, analysis, and visualization. With a rather exciting motto of “Making databases and spreadsheets understandable to ordinary people,” Tableau strives to provide best-in-class data analysis tools. 

Why I picked Tableau: I’m amazed by how Tableau packs complex data analysis features into a simple, easy-to-use dashboard. Tableau allows you to connect and visually explore various data sources. Consequently, you can create interactive dashboards, charts, graphs, and maps to understand customer spending habits. 

Tableau also helps with customer segmentation based on various criteria such as demographics, purchase history, behavior, and more. Additionally, Tableau’s cohort analysis groups customers based on shared characteristics. As a result, you can calculate customer lifetime value and retention rates.

Tableau Standout Features and Integrations:

One standout feature is an intuitive drag-and-drop interface that allows you to create interactive dashboards in minutes. Additionally, Tableau offers great data preparation and transformation features like pivot, split, and merge to promote data accuracy before analysis.

Integrations include tools like Azure, BigQuery, DataRobot, Google Analytics, Google Sheets, Hive, Presto, Salesforce, Splunk, Vertica, and others.

Founded in 2002, InMoment helps businesses worldwide garner vital customer insights. The platform specializes in extracting insights from surveys, comments, and other data. InMoment uses AI and text analytics for processing data into actionable insights.

Why I picked InMoment: I’m fascinated by the influence of AI and how InMoment has embraced this revolutionary technology. InMoment features an impressive smart summary generator that leverages GPT principles. This feature transforms several pieces of disparate feedback into short and structured paragraphs. 

InMoment leverages natural language processing (NLP) to discover the voice of the customer (VoC). Furthermore, InMoment also has robust sentiment identification features to accurately comprehend how your customers feel about a specific digital journey.

InMoment Standout Features and Integrations:

Features that make InMoment great include customer experience feedback automation across various channels. As a result, you can reduce survey fatigue while maintaining a steady feedback flow. InMoment also ships an interesting impact prediction feature to understand how certain features can impact your NPS, CES, and CSAT scores.

Integrations include tools like Adobe, Intercom, Microsoft Dynamics, Quantum, Salesforce, Workday, Zapier, Zendesk, and others.

UXCam is a mobile application analytics platform that highlights your customers’ frustrations. UXCam is ideal for companies with mobile-centric business models. 

Why I picked UXCam: I’m impressed by the experience analytics that UXCam provides. The platform generates heat maps for your mobile applications. Heat maps help find problematic screens and incomplete UI flows. As a result, you can unearth user frustrations. 

Moreover, UXCam has a full session replay feature that captures users’ interactions with your mobile app. Consequently, you can resolve issues quickly and improve overall customer satisfaction. 

UXCam Standout Features and Integrations:

One standout feature is the inclusion of issue analytics. UXCam helps you proactively identify the reasons behind app crashes. As a result, you can quickly roll out fixes to eliminate technical bugs. Additionally, UXCam also offers valuable freeze analytics that helps you discover the why behind random application lags.

Integrations include tools like Amplitude, Intercom, Mixpanel, Segment, Slack, and others.

Mixpanel specializes in tracking user interactions with digital products like mobile and web applications. The platform collects and analyzes several data points to reveal the scope for improvement. 

Why I picked Mixpanel: As a customer experience professional, I’m always stoked to find out what causes people to react in a certain way. Mixpanel helps you reveal the root cause behind friction in your digital product. Moreover, the tool helps quantify success by visualizing how users convert at particular stages in your user journey. 

Furthermore, Mixpanel helps test variants to validate your feature ideas. As a result, you can infuse great direction and focus into your development sprint cycles. The bottom line is that Mixpanel helps unravel key insights that inspire changes leading to increased customer loyalty.

Mixpanel Standout Features and Integrations:

One standout feature that sets Mixpanel apart is analyzing why certain metrics change. You can filter metrics based on demographics and behavior. Furthermore, you can slice and dice your filtered data points in various ways to generate meaningful insights. 

Integrations include tools like Appcues, Braze, Figma, Google Cloud, Microsoft Azure, Productboard, Slack, Split, Sprig, WebEngage, and others.

Founded in 2013, CleverTap is a comprehensive customer experience analytics platform offering trend and pattern recognition features. The CleverTap platform sends around 24 billion notifications a day.

Why I picked CleverTap: I love the various techniques that CleverTap offers for spotting trends and patterns. Some of the platform’s pattern recognition methods include cohorts, funnels, flows, and pivots. For instance, CleverTap collects and graphs the daily active users (DAU) count. Subsequently, you can measure how the DAU metric changes in response to a new feature rollout. 

Another exciting aspect of CleverTap is the uninstall tracking feature. If users uninstall your mobile app, CleverTap helps you leverage user-level insights to craft a win-back strategy.

CleverTap Standout Features and Integrations:

One standout feature includes lifecycle optimization that helps you move customers across lifecycle stages. For instance, you can apply either the acknowledgement interest conversion (AIC) or acquisition activation retention revenue referral (AARRR) framework for lifecycle optimization.

Integrations are available by connecting CleverTap to a paid Zapier account.

Founded in 2014, Hotjar’s mission is to help businesses create websites that users love. Hotjar has helped optimize over a million websites through features like heatmap generation, website feedback, and surveys.

Why I picked Hotjar: It’s amazing how heatmaps help you visualize a user’s behavior on your website. Hotjar’s heatmaps depict where your users click, move, and scroll. As a result, you can quickly identify friction points on the website user journey. 

Additionally, Hotjar charts rage click maps to show you points on your website that frustrate users. Hotjar also offers 365 days’ storage of your heatmaps to compare how your website fares over time.

Hotjar Standout Features and Integrations:

One standout feature includes live recordings of your users’ website interactions. Additionally, Hotjar offers real-time feedback embedding features to get curated responses on specific areas of your website.

Integrations include tools like ClickFunnels, HubSpot, Jira, Microsoft Teams, Omniconvert, Optimizely, Segment, Shopify, Slack, Unbounce, and others.

Gainsight features three central product pillars, namely Customer Success (CS), Product Experience (PX), and Digital Hub (DH). The CS product offers customer feedback analysis and NLP (natural language processing) for extracting actionable insights.

Why I picked Gainsight: The concept of NLP is so mind-boggling! The Gainsight platform leverages NLP to unravel insights based on the voice of the customer (VOC). Gainsight’s NLP reveals sentiment analysis and risk signals (of potential user experience issues). 

Additionally, Gainsight generates AI-powered playbooks tailored to unique customer risks. The AI can detect churn possibilities and suggest a customized plan of action for you. 

Gainsight Standout Features and Integrations:

One standout feature is their AI-powered health scoring that predicts customer expansions and renewals. As a result, you can focus more on accounts with a higher “score” to maximize upselling opportunities. 

Integrations are available by connecting Gainsight to a paid Zapier account.