Category · AI Citation Index
Customer Experience
Customer.io and Salesforce anchor a 398-brand field; score drift +11 pts in 3 months; Gorgias scores 100 in head-to-head tests.
441 discovery queries · 134 head-to-heads · refreshed May 5, 2026
Discovery stage
The shortlist
Across 441 buyer-style "Customer Experience" queries
Customer.io appears in 99.5% of 441 prompts—the highest shortlist rate in the category. Salesforce (90.3%) and Intercom (78.9%) follow; all three achieve 5-model diversity. Freshdesk reaches 75.3% shortlist rate but scores only 58, trailing the leaders by 14–20 points.
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Signal by intent
By topic
Top 5 most-cited brands per intent cluster. Brands with zero citations in a topic are not shown.
Evaluation stage
Head-to-head
How often AI cites each brand across uniform category evaluation prompts · median 54/100
Gorgias averages 100 across four head-to-head queries, the only perfect evaluation score. HubSpot (84) and Azure AI Language (81) rank next, while Salesforce manages 71—below the 78 it earned in unCited scoring. ClickUp logged 62 comparison queries, the widest test surface, yet scored only 69.
Hover or click a logo to see brand details
Each brand's score is the share of category evaluation prompts where AI cited them across all four engines — the same prompt pool for every brand. Brands above the median citation rate have stronger presence in evaluation-stage queries.
Brands to know
In this category
Customer
Dominates shortlist frequency (99.5%) and logged 3,448 mentions across 441 prompts. Scores 74—solid but not elite—suggesting ubiquitous recommendation without differentiated strength.
Read brand profile →Salesforce
Second-highest shortlist rate (90.3%) and a 78 unCited score, yet evaluation testing pulled it down to 71. Enterprise reach is undeniable; execution perception lags.
Read brand profile →HubSpot
Absent from the top-10 shortlist but scores 78 in featured candidates and 84 in head-to-head tests. Models cite it selectively, yet rate it highly when they do.
Read brand profile →Intercom
Third-most shortlisted (78.9%), 1,879 mentions, score of 72. Consistent mid-tier performer across frequency and quality metrics with full model diversity.
Read brand profile →ClickUp
Tested in 62 comparison queries—15× more than any other brand—yet averaged only 69. High engagement, middling win rate.
Read brand profile →Citation sources
Where AI pulls citations from
1000 citations captured across Customer Experience prompt runs.
Vendor pages
242Product, help, and marketing pages from tracked vendors
Independent sources
193Reviews, encyclopedias, forums, press — not vendor-owned
Buyer questions
What AI cites for top Customer Experience questions
Most-cited prompts across the buyer journey. Click any prompt to see the actual URLs AI engines link to.
Discovery
Buyers exploring the categoryEvaluation
Buyers comparing optionsConversion
Buyers ready to buy- How to Measure Customer Experience ROI Effectively: 5 Key Metrics - SSRselectsoftwarereviews.com
Drill down
Subcategories
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