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Customer experience platforms have become a quintessential element in many organizations to drive operational and business success in recent years. More and more organizations today are realizing the importance of delivering a good customer experience, which not only drives success but also helps in winning customer loyalty.
According to Harvard Business Review, acquiring new customers is anywhere between 5x to 25x the cost of retaining an existing customer (Source: Harvard Business Review Blog).
So, keeping existing customers happy and loyal is the way to drive success today, and every organization, irrespective of its size and market, is riding this bandwagon to be amongst the first few to leverage this opportunity.
What is a Customer Experience Platform?
Customer Experience Platform (CXP) is an integrated set of tools, techniques, technologies, and strategies that help businesses improve their interactions and touchpoints with customers across multiple channels like email, phone, websites, apps, social media channels, etc.
This not only helps create a seamless experience, consistent communication, and personalized workflows that drive greater success but also drives exceptional customer loyalty and retention.
Importance of Customer Experience Platforms
Customer experience platforms help businesses create and maintain meaningful, personalized relationships with customers. It not only helps in meeting the customer’s needs, but also excels in delivering the right experience that’ll keep them happy.
Here are some of which CXP plays a pivotal role in driving better customer loyalty:
- Enables omnichannel engagement - Customer Experience Platforms help maintain consistent communication and interactions across different channels like email, phone, website, apps, social media, etc.
- Provides a unified customer view- The platform delivers a holistic and collective view about the customer across different business units and integrates the data from different departments like sales, marketing, product development, etc.
- Improves customer satisfaction- The platform provides an elevated experience for the customers, a sense of professionalism, and readily available information regarding their concerns and queries whenever needed.
- Provides real-time insights- It enables access to customer behavioral reports, their preferences, and usage patterns that help in continuously improving the services and offerings of any organization
Features of a Customer Experience Platform
Different CX platforms are designed to serve different objectives and different industries. But there are some outlying features that most of these platforms carry in common. Some of these include:
- Omnichannel Engagement: Most businesses today operate across multiple platforms, and a CXP ensures to keep consistent interaction at all times with these customers, thereby providing a seamless experience.
- Customer Data Integration: The CX platform helps in integrating data from various touchpoints into a unified customer profile that provides insights into every customer when needed.
- Personalization: These platforms also provide customized, personalized, and relevant content, seamless experiences, and qualitative assets for every customer based on their liking and needs, thereby leaving a great impression of the brand and offerings.
- Analytics & Insights: These platforms also provide deep, real-time insights to organizations and help them in understanding their customers better, in turn enabling the organizations to take data-driven and informed decisions and continuously improve their offerings.
- Automation & AI: All modern customer experience platforms are integrated with Artificial Intelligence (AI) and AI-enabled workflows that help organizations in creating more fruitful customer journeys, which translates into better conversions and more engagement across all levels of engagement.
- Integration With Applications: The platform integrates with existing tools and apps that organizations are already working with so that it can easily help them get a collective view about customers.
- Survey & Feedback: Surveys and feedback are an important part of customer experience platforms that enable organizations to collect and understand their service effectiveness through NPS or CSAT scores.
- Revenue & Growth: Better experiences drive better retention and increased sales, resulting in more ROI and revenue for the organization.
Types of Customer Experience Platform
There are 4 main types of CXPs in 2025 that help organizations deliver seamless customer service:
1. Cloud-based Experience Platforms
Cloud-based platforms are the most widely used by companies of all sizes. It usually comes as SaaS, allowing organizations that operate with remote teams, in different locations and across different functions, to be able to easily manage their customer experiences on the go and scale based on their growth.
For example, an e-commerce company that uses multiple channels to reach out and get inquiries from its customers can implement a cloud-based experience platform to deliver a consistent experience and communication from different departments to quickly respond and resolve any customer queries.
2. Contact Center Platforms
A contact center platform is a software or solution designed specifically for companies offering and working with customer support teams. It basically helps personnel working in this setup to seamlessly manage the daily operations and communications using the platform.
This type of platform can fit right in a small or medium-sized call center or support center that carries daily outbound and inbound calls. This will help in providing an omnichannel setup to get customer details, their history, and also analytics to target, close, and manage customer accounts.
3. Self-Service Platforms
Self-service platforms are usually considered the most effective and cost-efficient means for organizations to support their customers in today’s day and age. Many queries and concerns are repetitive and do not need human agents’ or supervisors’ intervention. Using automated workflows, chatbots, or a self-explanatory knowledge base, organizations can enable customers to self-service, saving time for human resources and effort in answering queries.
For example, an e-commerce company can employ chatbots with workflows trained for most frequently asked questions like ‘How much time does it take my order to arrive?’ or ‘What is your return policy on a product?’ and ask customers to first interact with chatbots and get their questions answered without actually engaging a human agent.
4. AI-powered Experience Platforms
AI-powered experience platforms are new-age solutions like Virtual Agents or Agentic AI solutions that can help in solving customer queries, issues, and concerns using Artificial Intelligence.
These platforms are trained and built not only to understand the problems of the customers but also to analyze them and help with the resolution based on the best possible solutions and options available. In addition to this, these platforms can also be used to deliver a great level of personalization and automation.
How to choose the right customer experience platform?
Choosing the right CX platform for your organization can be tricky, especially with so many options available in the market. While the platform you choose must cater to your needs, understanding whether the platform is worth investing in, not only now but also for the future, is very important.
Here are the factors you need to consider while choosing the right CX platform:
- Business Objectives & Goals: The first thing to analyze while looking into CX platforms is to understand if the business objectives and goals are being met. Some organizations might need to answer simple customer queries, while others may need a little more complex platforms for ticketing and archiving. So checking if the tool can meet your needs today and also for the foreseeable future is very important.
- Features & Functions: Evaluating if the platform is providing all the features and functions required by the teams to support their daily operations is the next thing to check. In addition, the platform should also have all the latest features that others are offering and should have a track record of integrating new features from time to time.
- Customer Mapping: Customer mapping is an important function of any CX platform that allows customer data from different platforms and functions to be combined and shown in one place that serves as intel for your agents. So, customer mapping needs to be at par with what is required by the organization to serve its customers.
- Track Record: The CX platform you employ needs to have a good track record with a lot of organizations in the same industry as yours using it proactively. The more years in existence, the better the offerings and data points for your use cases.
- AI Capabilities: Like it or not, AI is inevitable in today’s day and time. The CX platform you employ also needs to have the AI factor that can help in easing your process, efforts in delivering the world-class CX at your disposal.
- Reporting & Analytics: The right reporting and strong analytical insights of different aspects across all stakeholders, like agents, customers, supervisors, managers, and the organization, will help not only in understanding the effectiveness of your service but also in improving based on learnings.
- Cost & Effectiveness: While the features, credibility, and effectiveness are all important considerations to choose the right CX platform, the cost of the tool should also fit in your budget. Explore if there are flexible plans, pay-as-you-go options, etc., to see what works best for your organization.
- Scalability : Scalability is an important factor that many organizations miss out on. So, while you are choosing a CX platform today, it is also important to see if this tool can be used when the organization grows in the future. So, consider a platform that you can use when you scale, like adding new features, functions, or integrations with third-party applications: should all be possible.
Introducing [24]7 Engagement Cloud
[24]7 Engagement Cloud is a Customer Care As A Service (CCaaS) platform built on deep contact center expertise, leveraging intelligent AI that delivers frictionless customer and agent experiences. The result: peak performance, elevated brand image, and lasting customer loyalty. It’s the perfect platform for delivering on your CX promises.
Success By Numbers
84%
CSAT Increase
32%
Containment
2.4%
Reduced Call Abandonment
22%
Cost Savings
~30%
Reduction in AHT
[24]7 Engagement Cloud equips you to excel at every stage of the customer journey, from the very first interaction to building enduring relationships. It’s a complete package that helps you acquire new customers, nurture existing ones, and drive long-term retention—all on a single, unified platform. Powered by our conversational AI technology for smart conversations across multiple digital, voice, and video platforms, [24]7 Engagement Cloud handles everything from simple searches to complex interactions.
Customer Experience Platform Examples
Example 1
A US Warehouse Club Operator Achieves CX Transformation: Score 84% CSAT score and 32% containment rate
Example 2
A sportswear brand streamlined its customer service and saved $1.2 Million Annually Using Digital CX Solutions
Customer Experience, irrespective of the size of the business or the market, is an integral part of any business today. Every business catering to its customers is competing with each other, irrespective of their scale of operation or the size of their team. With many factors coming into play in attracting and retaining customers, including incentives, costs, and discounts, the customer experience stands out to be the most prominent one amongst all of them.
Michael Podolsky, Co-founder of PissedConsumer, highlights in his Forbes article how 89% of consumers consider negative customer experiences as a key factor influencing their purchasing decisions. And in contrast, only 49% of U.S. consumers believe that companies deliver a good customer experience. ( Source: Forbes)
This opens up a huge door for organizations and companies to cater to a large audience who are not happy with the existing service and support they get from their providers.
Implementing the right customer experience platform in 2025 can elevate customer experiences while streamlining company operations. This not only makes their teams more efficient but also provides an edge in today’s competitive market to attract and retain more loyal consumers.
Frequently Asked Questions About CX Platforms
Customer Experience Platform is an integrated set of tools, techniques, technologies, and strategies that help businesses improve their interactions and touchpoints with customers across multiple channels.
Customer Relationship Management is a tool that mostly handles customer data on a day-to-day basis, like interactions, insights, sales, and support etc., while Customer Experience Management is a tool that focuses on customer satisfaction and experience across multiple channels.
The four types of CXP are Cloud-based Experience Platforms, Contact Center Platforms, Self-Service Platforms, and AI-Enabled Platforms.
While many CX platforms can help with different requirements based on your needs, choosing the right one is very important. You can explore [24]7 Engagement Cloud that offers end-to-end and frictionless customer and agent experiences.
The CXP helps businesses create and maintain meaningful, personalized relationships with customers. It not only helps meet the customer's needs but also exceeds in delivering the right experience that’ll keep them happy.
