What to Consider When Choosing An Experience Management Platform?

Published on:
Tue Aug 09 2022
Customer Experience

We’re in a world where every business wants to provide customers with an exceptional experience. But it's not easy to do. You need the right tools, infrastructure, and people in place to create a great customer experience (CX). And that’s where an experience management platform can help.

An experience management platform helps you understand what your customers want and deliver it by combining software and strategy into a single solution that allows you to easily onboard new channels, track metrics, and much more!

Experience management platforms are a relatively new technology that allows companies to manage all stages of the customer experience with more efficiency and effectiveness.

Experience management platforms focus on the entire customer journey from the first point of contact with your brand until your customers have received post-purchase service.

When evaluating which experience management platform is the right fit for your organization, the following questions may serve as a guide to help you determine how well the customer experience management platform meets your needs.

According to the report, the global customer experience management software market is anticipated to generate a revenue of $26,466.6 million and grow at a CAGR of 17.7% during the forecast timeframe from 2021 to 2028.

1. How easy is it to use?

When it comes to experience management platforms, ease of use is one of the most essential aspects. If you’re using a tool that’s hard to navigate, you probably won’t stick with it for a very long time.

The best experience comes from that platform that is simple and easy enough for anyone even a non-technical person can easily navigate without asking someone else for help.

2. How well does it easily integrate with existing systems and processes?

Integration with your existing systems and processes is an important feature of an experience management platform.

It is important to make sure the software you choose integrates well with the rest of your business software.

This includes everything from CRM systems like Salesforce or Zendesk, marketing automation platforms like HubSpot or Marketo, and social media management platforms like Sprout Social or Hootsuite - the list goes on!

3. Is the solution easy to implement?

To ensure that you will have the ability to get up and running with your new experience management platform quickly, seek out a solution that comes with a straightforward implementation process and documentation.

4. Does it enable real-time analysis?

Real-time analysis is important if you want to make better decisions rather than waiting for reports that can take hours or days to be generated. A good experience management platform will enable you to see all your data in real-time, allowing you to spot trends and opportunities quickly.

It is also worth noting that real-time analysis isn’t just for large companies with massive amounts of customer interaction, it’s also useful for smaller businesses who need a way to process customer requests quickly and efficiently.

5. Can it capture insights from all aspects of the customer experience platform that matter to your business?

The ability to capture insights from all aspects of the customer experience platform will help you define what needs to be improved and allows you to directly measure the impact on business results. It's important to know if an EMS has these capabilities:

  • Web analytics – tracking website traffic, engagement behavior, and conversion rates.
  • Social media monitoring – listening for mentions of your brand name or products across social networks like Facebook, Twitter, and Instagram.

As you research the various platforms, be sure to ask questions based on your unique requirements, industry or business challenges, or business objectives.

In addition to considering these questions when evaluating a new platform, you will need to take into account additional factors such as:

  • What type of experience management do they offer? Are they more focused on customer service or marketing automation? Do they offer both? Do they have a strong partner ecosystem where I can find solutions for my unique challenges?
  • How much customization do their templates allow me versus the amount of work required by my team to create a custom solution that meets our needs perfectly? Will this require an agency partner at any point in order for us to build one from scratch?


The right choice of an experience management platform can have a significant impact on your organization’s ability to capture, analyze and act on customer insights. Investing time in the selection process will help ensure that you get the most value out of any solution selected.

If you are looking to measure and optimize personalized customer experiences, then Dropthought can certainly help!

Dropthought is a user-friendly, omnichannel, and real-time customer experience management platform. We empower companies in different verticals to create delightful experiences for customers across their journey. Get detailed analysis and insights from data to exactly know what your customers think and what actions you need to take to delight them.

With a dedicated customer success team, we would ensure that you are optimizing your Customer Experience programs and strategies to create great experiences!

Learn more by simply clicking here.