When it comes to creating a great customer experience, it’s important to consider the entire customer journey. McKinsey research suggests that customer journeys are significantly more strongly correlated with business outcomes. This means every company across industries need a clear understanding of the end-to-end experiences with customers and how interactions at each point are received. Along with technology innovation, enterprises are looking for ways to track, oversee, and organize customer journey and identify the problems within them to offer new opportunities to create a greater customer experience. In this issue of Technology Innovators, we are bringing to you the Top 20 innovators in CEM of 2021. We hope this will help you assess your customer strategy and efficiently manage your customer experience. This involves identifying the touchpoints that the customer comes in contact with across the organization, brand, service, or product, followed by the development and implementation of the desired journey the customer makes through the organization. We believe this issue will give you an insight on different customer experience management solutions and tools that will release a positive impact on customer loyalty, higher retention and increased revenue growth.