The customer experience management startups help organizations to interact with customers to understand their experiences related to specific products and services. Customer Experience Management (CEM) is a set of processes which are used to track customer feedback, understand customer expectations, and improve overall customer experience, to reach new markets through different touchpoints. New technologies such as Aritifical Intelligence (AI) and Machine Learning (ML) is assisting the customer experience management startups to provide an intelligent, convenient and informed customer experience at multiple touchpoints. It is a revolutionary development that connects organizations with their customers. The aim of Customer Experience Management Startups is to influence customers from being satisfied to loyal so as to make them promoters of brands. Also, customer experience management startups deliver experiences that increase customer satisfaction, loyalty, and support. CEM is performed through the use of different tools and techniques, such as Enterprise Feedback Management (EFM), web analytics, text analysis, and speech analytics. CEM blends customer satisfaction, loyalty, retention, relationship management, user experience, experiential marketing, and customer centricity.
Visionary leaders are the leading market players in terms of new developments such as product launches, innovative technologies, and the adoption of growth strategies. These players have a broad product offering that caters to most of the regions globally. Visionary leaders primarily focus on acquiring the leading market position through their strong financial capabilities and their well-established brand equity.
Dynamic Differentiators are established players with very strong business strategies. However, they have a weaker product portfolio compared to the visionary leaders. They generally focus only on a specific type of technology related to the product.
Innovators in the competitive leadership mapping are vendors that have demonstrated substantial product innovations as compared to their competitors. The companies have focused on product portfolios. However, they do not have very strong growth strategies for their overall business, when compared with the visionary leaders.
Emerging companies have niche product and service offerings. Their business strategies are not as strong as that of the established vendors. The emerging vendors include the new entrants in the market, emerging in terms of product portfolio and geographic reach, and require time to gain significant traction in the market.