Five Top Innovating CRM Companies for 2022: The CRM Conversation Starters

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Our Conversation Starter awards recognize the vendors that have garnered the most attention in the past year for their innovations and activity and, crucially, helped keep the conversation alive between business and customer; they’ve forged connections that will lead to delighted customers, thriving businesses, and richer customer service, marketing, and sales sectors. These connections have become all the more important thanks to a once-a-century pandemic and the acceleration of digital transformation it helped bring. Whether it’s extending the promise of conversational commerce, providing the technology to ensure trusted relationships between companies and consumers, or enabling companies to better manage digital customer experiences, our five honorees did their part to continue, and enliven, the conversation. Read on for more of their accomplishments. —the Editors

LivePerson has a decades-long history in the contact center space, as it has been developing conversational technologies since its founding in 1995. Recent moves have brought the New York-based company deeper into the marketing, sales, and commerce domains. A central piece in its technology portfolio for the past few years has been the Conversational Cloud, which this year got a major upgrade that brings additional artificial intelligence to bear. Read more here.

Medallia, a customer and employee experience management company based in San Francisco, spent a good part of the past year on both the giving and receiving ends of mergers and acquisitions cash flow. After being acquired by private equity firm Thoma Bravo for $6.4 billion, it went on a buying spree of its own, first acquiring Fields Healthcare Research, a data collection company specializing in patient healthcare experience research, in a move that will enable Medallia’s healthcare practitioner clients to capture real-time patient information and feedback. Read more here.

Neustar has fast become an industry leader in identity resolution, providing the data and technology that enable trusted connections between companies and consumers at the moments that matter most. Its work has positioned it as a top line of defense against the growing number of phone scammers, developing technology to combat illegal robocalls and phone number spoofing and alert consumers to potential spam risks before they pick up the phone. Read more here.

Chicago-based NielsenIQ is a global information services company providing some of the most complete and trusted data on consumers and markets in 90 countries, covering 90 percent of the world’s population. Its main focus is on the consumer packaged goods industry, but it has slowly been expanding into other retail sectors. And its bringing to market advanced technologies like predictive analytics to give its retail clients a more complete understanding of their customers. Read more here.

Though based in New York, Sprinklr is showing up in all the right places thanks to several significant moves in the past 12 months. It started last summer when the company went public on the New York Stock Exchange under the symbol CXM, showing just how much importance it places on customer experience management. Its cloud-based unified CXM platform became available via a public cloud option through a partnership with Google Cloud and a listing on the Google Cloud Marketplace. Read more here.

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