Companies use customer experience management platform to manage all aspects of the customer experience. The goal is to keep customers happy by using insights from data collected across channels—online, via mobile devices, and on social media—to deliver personalized experiences that improve customer retention rates and increase revenue.

CEM platforms are used by companies of all sizes, including large and small businesses. For example, a company selling home improvement products may use the platform to manage its online sales channel and provide customers with helpful tips on painting their living rooms.

Collect and analyze insights from a variety of channels

A CEM platform can help a company collect and analyze data from multiple channels to provide insights into customer behavior and preferences. For example, a retailer may use the platform to track online sales data and cross-reference it with information about customers' social media activity to determine why certain products are more popular than others. The result is an understanding of what drives customer engagement across all touchpoints—online or offline—and how those interactions impact revenue.

The ability to collect and analyze data from multiple channels is one of the biggest advantages of a CEM platform. The more information you have about your customers, the better equipped you are to create personalized experiences that will engage them and lead to increased sales. 

Manage content on the channels

Content is king. It's the backbone of any customer engagement strategy, especially for B2B companies that sell to other businesses. But managing content can be time-consuming and labor-intensive, especially when multiple teams create content for different channels—and each team has its way of doing things. using the voice of the customer tools can make a world of difference.

A CEM platform can help you streamline your content management so you can spend more time producing engaging content that drives sales instead of worrying about getting it out there.

A CEM platform can also help you manage the creation and distribution of content across multiple channels. It provides a single source of truth for all your content and makes it easy to publish on any channel—including email, social media, web pages or mobile apps. 

Integrate with other marketing platforms

A customer experience management platform can help you integrate with other marketing platforms, like Salesforce and HubSpot. That will help you use data from these other systems to provide a more holistic view of your customer's needs and wants.

That makes it easier to create content that meets the needs of your customers and drives sales. You can also use a CEM platform to integrate with other marketing channels, like social media and email marketing. That will help you better distribute your content across various platforms, so it reaches a wider audience.

CEM platforms allow you to create more personalized interactions with your customers. The platform can help you use data from multiple sources to create content tailored to each customer. That can be as simple as knowing their name or as complex as their hobbies, interests and purchase history. 

Launch campaigns across multiple channels

When you're ready to launch a campaign, the CEM platform can help you distribute your content across multiple channels. You can send email blasts, create social media posts and promote your content through display ads on various websites.

You can even use the platform to launch a video ad on Facebook or YouTube. That will help you reach more customers and increase sales.

When you know what your customers want, it's easier to deliver what they need. The CEM platform will help you collect customer feedback and make adjustments in real-time. That means you can quickly adjust your campaign based on the data from your customers.

That will help you deliver a more personalized experience. The CEM platform is easy to use and can be accessed from any device. You can manage your campaign from anywhere in the world. You don't have to spend time trying to figure out how to use the software or learn new tools. 

Manage customer service and support

Customer engagement software (CEM) is a tool that helps you manage your customer relationships. It allows you to create rules and triggers based on specific actions. These rules can get used to sending messages to customers when they reach specific milestones in their journey.

The CEM platform can also help you manage your customer service and support. You can set up rules and triggers to automatically send messages to customers when they reach specific milestones in their journey. For example, you could create a rule that sends an email thanking them for filling out a lead gen form on your website.

You can also create triggers to send messages based on specific actions. For example, you could set up a trigger that sends an email thanking someone who fills out a form or purchases something from your store. The software will automatically send this message based on the rule you set up. 

Measure the performance of campaigns and customer service representatives

You can use the built-in reporting tools to get insights into how the campaigns perform. For example, you could see how many subscribers opened their first email, how many clicked on links in your messages and which links they clicked on most often. You can also see what people are doing on your website after receiving a message from Drift.

It's also easy to see which customer service representatives are responding to emails quickly and efficiently so that you can give them more work. The reporting tools allow you to create custom reports based on any data from your Drift account. You can also create reports from the data in your Salesforce account. If you have many contacts on your list, Drift offers a tool that allows you to export all of their information into Excel for easy analysis.


Customer experience management platforms are useful for companies of all sizes. For instance, large companies may use the platforms to track customer details across multiple channels and perform data analytics to improve the customer experience. Smaller companies like home improvement stores may use the platforms to interact with customers across a single channel in several ways, including providing tips on painting techniques.