Comparing the Best CX Platforms in 2024
A Detailed Look at Apex, Worthix, Ask Nicely, InMoment, and Qualtrics
Key Takeaways
Best for Action-Driving Customer Intelligence
Apex uses advanced behavioral science-driven AI for indepth customer sentiment analysis. Apex uncovers the reasons behind customer behaviors and reveals clear CX and business priorities.
Best for High-Level Operational Insights
Worthix provides two solutions for understanding contact reasons: one with dynamic survey questions for specific business issues, and another that categorizes unstructured data from various sources by volume or frequency change.
Best for Empowering Frontline CX Teams
With Ask Nicely, team members can receive direct customer feedback and track their Net Promoter Score from their phones. It offers a straightforward approach to gathering insights and measuring performance.
Best for Monitoring Customer Journey Touchpoints
InMoment collects and links experience data from different sources and channels in the multi-channel customer journey to gain insights into customer interactions at various stages.
Best for Enterprise-Level Real-Time Issue Resolution
Qualtrics provides surveys and dashboards that can be tailored to meet the specific requirements of enterprise-level operations. They offer a flexible and adaptable solution for data collection and analysis.
Best
CX Intelligence Software
for 2024
| Top Features | Apex | Worthix | Qualtrics | Ask Nicely | InMoment |
|---|---|---|---|---|---|
| AI-Based | ✅ | ✅ | ✅ | ❌ | ❌ |
| Behavioral Analysis Framework | ✅ | ❌ | ❌ | ❌ | ❌ |
| Proprietary Trackable Score | ✅ | ❌ | ❌ | ❌ | ❌ |
| CSat and NPS Integration | ✅ | ✅ | ✅ | ✅ | ✅ |
| Real-Time Analytics | ✅ | ✅ | ✅ | ❌ | ❌ |
| Customer Journey Mapping | ✅ | ✅ | ✅ | ❌ | ✅ |
| Emotion-Based Predictive Analytics | ✅ | ❌ | ❌ | ❌ | ❌ |
| Revenue Attribution | ✅ | ❌ | ✅ | ❌ | ❌ |
| Multi-Channel Data Collection | ✅ | ✅ | ✅ | ❌ | ✅ |
| Customizable Reports | ✅ | ✅ | ✅ | ❌ | ✅ |
| Dashboard Creation | ✅ | ✅ | ✅ | ❌ | ✅ |
| KPI Forecasting | ✅ | ❌ | ✅ | ❌ | ❌ |
| Topic/Sentiment Text Analysis | ✅ | ❌ | ✅ | ❌ | ❌ |
| Competitive Analysis | ✅ | ✅ | ✅ | ❌ | ❌ |
| Offline Survey Capability | ✅ | ❌ | ✅ | ❌ | ✅ |
| Collaborative Survey Editing | ✅ | ❌ | ✅ | ✅ | ✅ |
| Customizable Survey URLs | ✅ | ❌ | ✅ | ❌ | ✅ |
| Shareable Survey Templates | ✅ | ❌ | ✅ | ❌ | ✅ |
Apex: Best for Actionable, ROI-Driven Customer Intelligence
Apex transforms understanding customers by uncovering the reasons behind decisions and strategically guiding priorities. It turns customer experience into direct business growth, providing measurable success. The platform’s algorithm calculates customer values and segments based on CX and operational priorities, offering a clear understanding of how CX changes impact revenue potential, addressing gaps in awareness and effectively showcasing results.
Apex empowers smarter decisions, boosting customer satisfaction, loyalty, and retention. It's our secret weapon, providing a competitive edge with measurable impacts on revenue.
What You Get with Apex
✅ KPI Forecasting
✅ ROI Impact Analysis
✅ Topic and Sentiment Text Analysis
✅ Task Prioritization Analysis
✅ Competitive Analysis
✅ Optimal Experience Journey Mapping
Pros
- Links CX and marketing tactics to ROI
- Turns NPS or CSat data into action-driving insights
- CX intelligence and recommendations delivered fast
- Uncovers market share growth opportunities via competitive analysis
Cons
- Doesn’t excel at real time customer complaint resolutions
Worthix: Best for High-Level Operational Insights
Worthix is a good tool for gaining insights into customer satisfaction. It assists businesses in understanding customer expectations at a high level and identifying satisfaction drivers through the analysis of trending topics. Additionally, Worthix plays a role in finding strategic positioning for products and services.
What makes us excited about Worthix is what they call hot data. FICO always worked with historical data, credit card data, product data; all cold data. We have models on cold data. We can use Worthix as a hot data source.
What You Get with Worthix
✅ Knowledge Management
✅ Survey and Feedback Management
✅ Sentiment Analysis
✅ Dashboard
✅ Multi-Channel Collection
✅ Text Analysis
Pros
- Identifies satisfaction drivers
- Offers SWOT analysis
- Offers product features assessment
- Insight into specific journey friction points
Cons
- Some research challenges the tool’s premise that value drives customer loyalty
- Setup and launch require substantial resources
- Analysis lacks detail and emotional measurement is absent
Ask Nicely: Best for Empowering Frontline CX Teams
Ask Nicely is a good choice for organizations seeking to acknowledge and reward their frontline teams for reaching monthly customer experience goals. The tool not only offers direct customer feedback but also enables teams to track Net Promoter Scores directly from their phones. This encourages ongoing improvement and ensures alignment with customer satisfaction objectives.
I like the ease of using the platform, seeing how our patients rate us and following up with them is quite simple.
What You Get with Ask Nicely
✅ Real-time Feedback
✅ Survey and Feedback Management
✅ Mobile and Tablet Survey
✅ Skip Logic
✅ Template Library
✅ Multiple Question Types
Pros
- Offers visually pleasing surveys
- Ideal from employee engagement
- Good customer support
Cons
- Mobile app can provide inconsistent data
- Some features are a limited and confusing
- Lacks clear customer journey touchpoint analysis
InMoment: Best for Monitoring Customer Journey Touchpoints
InMoment gathers and links experience data from various formats across different channels in the multi-channel customer journey. This approach provides an understanding of customer interactions at every stage, allowing for monitoring different moments throughout the journey.
It so much easier when you have all of the feedback come into one place. You can look at the snapshot view. You can filter. You can triage. Honestly, it’s so much better than going through spreadsheets manually.
What You Get with In Moment
✅ Data Analysis
✅ Survey and Feedback Management
✅ Integrations
✅ Dashboards and Reporting
✅ Case Management
✅ Text Analysis
Pros
- User-friendly with good tools for interpreting data
- Easy integration
- Identifies common themes
Cons
- NLP may confuse negative situations with positive outcomes
- Survey tool can be slow
- Technology has been reviewed as a bit outdated
Qualtrics: Best for Enterprise-Level Real-Time Issue Resolution
Qualtrics is a great solution for quick issue resolution within large enterprises. Its feedback collection platform is complemented by analytics tools for a solid understanding of customer experience issues. This combination facilitates quick problem-solving, addressing issues at their core.
Qualtrics is easy to use on the back end for building surveys and is loaded with built-in features and templates for data visual reporting.
What You Get with Apex
✅ Advanced Questionnaire Logic
✅ Touchpoint Analysis
✅ Collaborative Survey Editing
✅ Text Analysis
✅ Customizable Survey URLs
✅ Social Listening
Pros
- Compatible with any device – mobile or desktop
- Variety of available survey questions
- Customizable reports
Cons
- Complex survey management
- Lacks options for data and results analysis
- Can be hard to categorize open responses and find trends
FAQ
AI is crucial in a customer experience platform, skillfully analyzing customer sentiment across various channels. This not only supports strategic decision-making for continuous improvement but also identifies recurring themes. By pinpointing these themes, AI directs attention to operational shortcomings and opportunities. Understanding customer emotions enables companies to refine services, addressing weaknesses and capitalizing on strengths.
Final Verdict: Emotion-Driven CX - The Business Outcome Differentiator
Apex stands out as the premier option among Customer Experience measurement platforms, leveraging advanced behavioral science-driven AI for transformative insights. Due to its emotional understanding of customer emotions and decision-making, it excels in linking CX to maximum ROI, turning NPS or CSat data into both clear, tactical roadmaps and strategic insights and predictive analytics for long-term strategy development. Apex’s competitive analysis reveals growth opportunities and, most importantly, enables you to attribute revenue to your CX initiatives. In this customer experience platform comparison, Apex is the recommended solution for comprehensive insights and action-driving strategies, making it the top pick to boost your company’s bottom line through customer-centricity.