10 Companies That Help Elevate Customer Experience in 2025

Companies that help elevate Customer Experience can transform your business by creating long-term customer advocates. In today’s increasingly competitive business landscape, creating outstanding Customer Experience (CX) has become a secret weapon that helps brands differentiate themselves from competitors. It not only builds loyal customers but also increases opportunities for repeat purchases and word-of-mouth referrals. This article will introduce you to 10 companies ready to help elevate your business’s customer experience, while explaining what CX is, why it matters, and which strategies will help you create impressive CX.

What is Customer Experience?

Customer Experience, or CX, encompasses all interactions customers have with your brand, from before purchasing, during the purchase, to after buying your products or services. Good CX can transform ordinary customers into “superfans” who will support your brand long-term.

Think about the brands you love and are loyal to, whether Apple, Netflix, or your regular coffee shop, where you’re happy to spend money repeatedly. This is because they don’t just sell products or services; they offer experiences that make you feel special.

Why is Customer Experience Important for Business?

In an era where customers have countless options at their fingertips, competing on price or quality alone may not be enough. Creating outstanding CX has become a crucial strategy helping businesses survive and grow. Studies show that companies focused on CX can increase revenue by up to 70%.

When customers are impressed, they not only return to buy again but also spread the word, creating new customers with minimal additional marketing investment. Companies that help elevate Customer Experience can facilitate this process.

Key Elements in Creating Good Customer Experience

If you want to create impressive CX, there are 5 key components you shouldn’t overlook:

Understanding customer needs: Before creating good CX, you need to know what your customers want and expect from your brand.
Personalized marketing: Tailoring experiences to individual customer preferences makes them feel special and understood.
Accessibility: Make it easy and quick for customers to contact you, find information, or use your services.
Consistency: Provide good service continuously, not just during promotions or when you want to make sales.
Creating emotional connections: Make customers feel excited, thrilled, or impressed to create positive memories associated with your brand.

10 Customer Experience Trends to Watch in 2025

In 2025, CX trends will change significantly. Businesses wanting to survive should keep up with these 10 trends:

Generative AI: AI technology that helps create content, design campaigns, and analyze customer behavior more accurately.
Smart membership systems: Not just ordinary memberships, but systems with pricing and services tailored to individual usage.
Competing with experiences, not prices: Modern customers are willing to pay more for better experiences.
Seamless omnichannel: Customers can contact you through multiple channels without repeating information or filling out new forms.
Synthetic Customers: Using AI to simulate customer behavior for analyzing and improving services.
Environmentally conscious CX: Brands demonstrating social responsibility will gain more customer trust.
Data security: Customers are willing to share personal information for better experiences, but they must be confident their data is secure.
Friendly chatbots: Smarter automated response systems that understand needs and transfer to human agents when necessary.
Immersive experiences: Using VR/AR technology or special activities to create memorable impressions.
Customer emotion analysis: Monitoring customer feelings to respond appropriately.

10 Companies That Help Elevate Customer Experience for Your Business

Get to know 10 companies that help elevate Customer Experience:

1. Cipher - Comprehensive Digital Marketing Agency

Cipher is a local company with deep understanding of the Thai market, offering comprehensive digital marketing services. Whether it’s developing strategies, SEO, creating content that resonates with target audiences, or social media management, Cipher helps elevate CX through detailed customer data analysis and designing campaigns that build long-term engagement.

2. HubSpot - CRM and Customer Service Platform

HubSpot offers comprehensive solutions for customer relationship management with tools for sales, marketing, and customer service management. It includes automatic ticketing systems and customer needs tracking, helping your team respond to customers more quickly and accurately.

3. AskNicely - Feedback Collection and Analysis Platform

AskNicely helps you better understand customers through easy-to-understand satisfaction surveys, whether sent via email, website, or SMS. This platform also includes automatic analysis systems and alerts when important feedback arrives, helping you improve services promptly.

4. Infobip - Centralized Communication System

Infobip helps you contact customers through all channels, including WhatsApp, Facebook Messenger, Live Chat, and SMS from a single system. This makes answering questions, solving problems, or sending important information easy, saving time and resources while delivering great customer experiences.

5. SatMetrix - Data Analysis Tools for CX Improvement

SatMetrix created the Net Promoter Score (NPS), a customer loyalty measurement used worldwide. This company provides data analysis tools, competitive benchmarking, and helps define appropriate CX key performance indicators (KPIs) for your business.

6. Podium - CX Management Platform for Small and Medium Businesses

Podium is designed for businesses just starting to improve CX, with an easy-to-use interface but comprehensive features, including live customer chat, online review systems, and real-time satisfaction tracking. It’s perfect for businesses with limited resources but wanting professional-level CX.

7. Zendesk - Comprehensive Customer Support System

Zendesk is a popular platform that helps customer service teams work more efficiently. It supports multiple contact channels, has an intelligent ticket management system, and analytical reports that help you see strengths and weaknesses in your service, helping your team solve customer problems quickly and precisely.

8. Salesforce Service Cloud - CRM for Large Organizations

Salesforce Service Cloud is an enterprise-level solution providing a 360-degree view of each customer. It helps service, sales, and marketing teams see the same information. This tool comes with AI that helps analyze and predict customer needs, helping you prepare before problems arise.

9. Intercom - Real-time Customer Communication Platform

Intercom helps you talk with customers instantly through chat windows on websites or apps. It has intelligent chatbots that can answer basic questions themselves and transfer to real staff when necessary, ensuring customers receive information or help immediately without waiting for call queues or email responses.

10. Qualtrics - World-class Experience Management Platform

Qualtrics is an advanced platform helping organizations understand customer experiences at every touchpoint. With customizable survey tools, real-time text analysis, and reports that dive deep into problem causes, it helps you not only know what’s happening but understand why it’s happening and how to fix it.

How to Accurately Measure CX

Accurate measurement is key to improving CX efficiently. Here are 4 main metrics you should prioritize:

Customer Effort Score (CES): Measures ease of using services or solving problems, e.g., “How easily did this product solve your problem?” (1-7 points)
Net Promoter Score (NPS): Measures customer loyalty with the question “How likely are you to recommend us to friends or acquaintances?” (0-10 points)
Customer Satisfaction Score (CSAT): Directly measures satisfaction, e.g., “Are you satisfied with our service?” (Yes/No) or “How satisfied are you?” (1-5 points)
Time To Resolution (TTR): Measures time taken to solve customer problems. Faster is better, as long waits can frustrate and dissatisfy customers.

Learn from World-Class Brands Succeeding with CX

Currently, several global brands have achieved success by integrating Customer Experience into their strategy. The following are notable examples:

Netflix - Master of Personal Recommendations

Netflix has an impressively accurate content recommendation system that analyzes what you watch, how often you watch, and even shows you start but don’t finish. It feels like having a friend who understands your taste recommending movies and series you’ll enjoy.

Disney - Magical Experiences at Every Touchpoint

Disney impresses customers by paying attention to every detail. The former Magic Kingdom Vice President had a daily routine called ‘Walk the Park,’ spending one hour each day exploring the theme park, talking with staff and visitors, photographing employees doing excellent work, and listening to feedback directly. This helped him understand both employee and customer feelings, leading to continuous CX improvements.

Services from Cipher That Help Elevate Your CX

Cipher isn’t just an ordinary marketing agency but a partner ready to revolutionize your customer experience with various services:

Holistic marketing strategy: Detailed business and target audience analysis to plan marketing that addresses every customer touchpoint.
Creating valuable content: Producing content that doesn’t just sell but educates and builds engagement with target audiences.
Increasing visibility through SEO: Optimizing websites and content for search rankings, helping customers find your business more easily.
Comprehensive social media management: Managing all your social media platforms, creating engagement, and maintaining continuous customer relationships.
Targeted online advertising: Planning and executing advertising campaigns that precisely reach target audiences.
Developing user-friendly websites and apps: Designing and developing beautiful digital platforms that are convenient to use and compatible with all devices.
Data analysis for decision-making: Tracking and analyzing performance to improve strategies for greater efficiency.
Customized CX planning: Designing customer experiences specifically tailored to your business.
Personalized marketing: Creating campaigns that adapt to individual customer behaviors and interests.
Customer sentiment and behavior analysis: Using advanced technology to deeply understand customer emotions and needs.

Conclusion

Companies that help elevate Customer Experience make creating outstanding customer experiences achievable, though it requires serious and continuous effort. Start by understanding customer needs, choosing tools appropriate for your business, measuring consistently, and continuously improving. By partnering with expert companies like Cipher, you can create CX that not only increases sales but also builds sustainable brand loyalty.

Frequently Asked Questions

1. How is Customer Experience (CX) different from Customer Service?

Customer Experience is the overall experience customers have with your brand, from pre-purchase to post-service. Customer Service is just one part of CX, focusing specifically on providing assistance and solving problems for customers. CX covers every touchpoint between customers and your brand, not just service.

2. Where should small businesses start improving Customer Experience?

Start by collecting customer data and seriously listening to feedback. Then, look for common pain points and fix those first. Small businesses may not need expensive tools but should focus on quick and consistent responses, building personal relationships, and efficiently solving problems.

3. How can we measure the return on investment in Customer Experience?

Measure by several key indicators, such as increased customer retention rates, higher average order values, increased referrals (measured by NPS), or reduced customer acquisition costs. Comparing these figures with investments in CX improvements will clearly show the value.

Table of Contents