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The Customer Experience platform market in Poland has undergone a dynamic transformation in recent years. In 2025, Polish companies are increasingly investing in advanced customer experience management solutions, especially in the e-commerce, telecommunications and finance sectors. An analysis of the leading CX platforms available on the Polish market shows clear trends toward business process automation and the use of artificial intelligence.
The specifics of the Polish market require CX platform providers to pay special attention to several key aspects. First, customer service in Polish and local technical support are often decisive selection factors. Second, compliance with RODO and localization of data on servers in the EU has become mandatory for most enterprises. Third, the ability to integrate with popular CRM systems, e-commerce platforms and payment systems in Poland is essential for effective management.
Trends in CX technology in Polish enterprises point to the growing importance of real-time feedback, sentiment analysis using artificial intelligence and comprehensive customer path mapping. Companies are looking for solutions that will allow them to automate the collection of feedback across different communication channels and quickly respond to negative customer experiences.
Modern CX platforms enable real-time feedback collection immediately after a customer interaction. The system automatically sends NPS surveys after a call center call, after an order is finalized on a mobile app, or after a visit to a stationary location. The best solutions also offer the ability to track live customer reactions and instantly alert customers to negative reviews, among other things: customer service.
Advanced artificial intelligence algorithms analyze the content of customer comments, identifying emotions, moods and key themes. Polish platforms, such as YourCX, offer specialized NLP models tailored to the specific Polish language, allowing for more accurate analysis of local language nuances. AI functions can automatically categorize customer feedback and predict the likelihood of a customer leaving based on data analysis.
Innovative solutions allow customers to leave voice feedback, which is then automatically transcribed and analyzed for content and tone of speech. This gives companies access not only to the "dry" words, but also to the emotions accompanying the feedback - frustration, satisfaction or hesitation. Voice analysis makes it possible to catch signals that often remain invisible in written surveys.
This functionality is particularly valued in the telecommunications and finance sectors, where telephone contact and the quality of the conversation with the consultant are one of the most important elements of the customer experience. It is also increasingly used in e-commerce, where a quick response to emotional signals from the customer (e.g., irritation when placing an order) can immediately improve service processes and increase satisfaction.
Comprehensive customer journey mapping tools make it possible to track all points of contact between a customer and a company. From the first visit to the website, through the purchasing process on the mobile app, to after-sales service. CX platforms create a detailed experience map, with the best systems offering sales funnel analysis and identifying where customers are most likely to abandon continuing the process.
YourCX is Poland's leading Customer Experience platform, designed from the ground up to meet the needs of local companies and the realities of e-commerce, telecommunications or finance. Unlike global tools, YourCX offers full Polish-language support, language-specific feedback analysis and complete compliance with RODO regulations.
The platform stands out from the competition thanks to:
With clear dashboards and intuitive reports, teams can immediately translate data into concrete actions to improve customer experience.
It's worth noting that YourCX bills in a flat-rate model, rather than according to the number of survey completions or website traffic. This gives companies predictable costs and full freedom to conduct large-scale surveys - a unique solution on the market.
YourCX is the only ranking CX platform that combines local expertise with advanced analytics and real-time feedback. As a result, companies in Poland get a solution that is faster, more flexible and better suited to local conditions than global tools.
Survicate is a Polish survey and CX platform that has gained a lot of popularity among technology and e-commerce companies. The tool is valued for its simplicity of implementation and extensive integration capabilities with marketing automation and CRM systems. This makes it great for capturing customer feedback at various brand touchpoints.
The platform offers:
Survicate stands out for its intuitiveness and freemium model, which allows you to start your research at no cost. This makes it a frequent choice among startups and mid-sized companies.
The platform's limitation compared to comprehensive CX tools (such as YourCX or Qualtrics) is the lack of advanced analysis, real-time journey mapping and dedicated expert support in Polish.
Webankieta is a Polish online survey platform eagerly used by public institutions and universities. The tool allows the creation of both simple questionnaires and complex surveys of employee satisfaction or opinions. With Polish language support and a local backend, Webankieta is well suited for domestic users.
The platform offers:
Webankieta works very well for HR, education and customer satisfaction surveys. Its advantage is local support and knowledge of the specifics of the Polish market.
A limitation compared to comprehensive CX platforms (e.g., YourCX, Qualtrics) is the lack of advanced emotion and sentiment analysis, customer path mapping or instant, real-time analysis.
Survio is a popular survey platform that allows quick creation of online questionnaires for customers, employees and business partners. The tool is available in Polish and offers a wide library of ready-made templates, making it a friendly solution for companies looking for a simple way to solicit feedback.
The platform offers:
Survio works well as a tool for standard satisfaction, opinion or HR surveys. Its strengths are its ease of use and low barrier to entry.
Limitations? Compared to sophisticated CX platforms (such as YourCX, Qualtrics or Medallia), Survio does not offer advanced sentiment analysis, customer path mapping or real-time instant feedback. That's why it's more often chosen by smaller organizations and institutions than by large companies focused on complete customer experience management.
Ankieteo is a Polish online platform for creating and distributing surveys, aimed mainly at public institutions and educational organizations. The tool allows you to easily design questionnaires and collect data from customers, employees or market research respondents.
The platform offers:
Ankieteo works well as a tool for simple opinion surveys. The advantage is the Polish interface and the low barrier to entry, making the platform a popular choice for organizations looking for an uncomplicated tool for collecting feedback.
A limitation compared to comprehensive CX solutions (e.g. YourCX, Medallia, Qualtrics) is the lack of advanced analytics, sentiment analysis or customer path mapping. Therefore, Ankieteo is better suited for survey projects than for full Customer Experience management.
Medallia is one of the world's most recognized customer experience (CX) and employee experience management platforms. The solution is mainly aimed at large organizations and corporations that need a comprehensive system for collecting and analyzing feedback across multiple channels.
The platform offers:
Medallia is a global leader in the enterprise category and a frequent solution of choice in sectors such as finance, telecommunications and retail. Its greatest strengths are its wealth of features, scalability and broad analytical capabilities.
Limitations? High license costs and lengthy implementation processes make the tool less accessible to mid-sized and smaller companies, which often seek more flexible and locally customized solutions such as YourCX. An additional challenge is that Medallia stores data on U.S. servers, which means a lack of full compliance with RODO requirements and potential risks for organizations operating in the European Union.
Qualtrics is a global, end-to-end experience research (Experience Management) platform, covering the areas of Customer Experience (CX), Employee Experience (EX), Product Experience (PX) and Brand Experience (BX). The tool is aimed at large organizations that need advanced analytical features and scalable solutions.
The platform offers:
Qualtrics is often chosen by global corporations, financial institutions and public sector companies. Its greatest asset is its versatility and ability to comprehensively manage experiences across multiple business areas.
Limitations? Like Medallia, Qualtrics is an enterprise-class solution that comes with very high licensing costs and a long, complicated implementation process. For medium and smaller companies, this means a financial and organizational barrier that is difficult to justify for day-to-day CX needs. Moreover, Qualtrics stores data on servers in the US, which raises issues of full compliance with RODO and requires companies in the European Union to be extra cautious when choosing this solution.
InMoment is a global Experience Improvement (XI) platform that focuses on combining quantitative and qualitative data to create a complete picture of the customer experience. The solution is particularly popular with large organizations in the financial, telecommunications and retail industries that need a comprehensive enterprise-class tool.
The platform offers:
InMoment's strength is its strong focus on combining operational data (O-data) with customer experience (X-data) to better understand the impact of CX on business outcomes.
Limitations? While the platform offers a wide range of features and strong analytical tools, its implementation comes with high costs and a lengthy setup process, typical of enterprise solutions. This makes InMoment less accessible to midsize and smaller companies that expect quick startup and flexibility. Like other global providers, InMoment relies on server infrastructure in the US, resulting in a lack of full compliance with RODO and potential challenges for organizations operating in the European market.
| Platform | Basic package | Professional package | Enterprise package |
|---|---|---|---|
| YourCX | ~199 PLN/month | ~499 PLN/month | Custom |
| Survicate | pLN ~400/month | ~800 zl/month | Custom |
| Webankieta | ~150 zł/month | pLN ~400/month | Custom |
| Ankieteo | ~100 zł/month | ~300 zł/month | Custom |
| Survio | ~80 zł/month | ~250 zl/month | pLN ~600/month |
| Qualtrics | 1500-2000 USD/month | ~3000-5000 USD/month | Custom |
| Medallia | Custom | Custom | Custom |
| InMoment | Custom | Custom | Custom |
A year-over-year Total Cost of Ownership (TCO) analysis shows clear differences between the CX platforms available in Poland in 2025. While subscription prices seem comparable at first glance, the hidden costs of implementation, team training or additional integrations can increase actual expenses by as much as 50-100% for foreign solutions that require time-consuming implementation under the Polish market.
It is crucial for a company to consider not only the cost of licenses, but also:
The importance of customer support in Polish is very important when choosing a CX platform. Analyses show that companies using local support implement solutions 40% faster on average and achieve better results in the first year of use. YourCX offers full support in Polish and a dedicated implementation team.
Server localization and compliance with RODO and GDPR are key requirements for Polish companies. Most global platforms store data on U.S. servers, which can complicate compliance with European data protection regulations, particularly RODO. Local solutions guarantee full control over data and compliance with national regulations.
The rise of AI in sentiment analysis is one of the most important trends of 2025. Advanced language models are getting better at understanding the context of Polish expressions, identifying irony and cultural nuances. The development of Large Language Models technology introduces new possibilities for automatic feedback analysis and generation of personalized responses.
The development of voice feedback and emotion analysis opens up new possibilities for collecting feedback. Systems using AI agents are able to conduct natural conversations with customers, analyzing not only the content of what is being said, but also the tone of voice, rate of speech and other emotional indicators.
Integration with IoT and smart devices allows the collection of real-time feedback directly from devices used by customers. Smart home systems, mobile apps and IoT carriers are becoming new channels for communicating with customers.
Predictive analytics and proactive CX use big data to anticipate customer needs before they identify them. Systems analyze behavioral patterns, interaction history and customer preferences to offer personalized experiences at the right time.
For small businesses (up to 50 employees): YourCX Starter
For medium-sized companies (50-500 employees): YourCX Professional
For large enterprises (500 employees): YourCX Enterprise
Selection criteria:
Check-list of 10 most important questions before choosing a platform:
Choosing the right CX platform is a strategic decision affecting the long-term success of customer relationship management. Polish companies should prioritize solutions that offer local support, compliance with national regulations and integrations with popular business systems in Poland.
For most Polish companies, YourCX offers the best combination of functionality, price and local support. Companies considering global solutions should analyze in detail the additional implementation costs and the length of the implementation process.
Ready to implement the best CX platform for your company? Contact YourCX experts for a free consultation tailored to your industry. Our specialists will help you choose the optimal solution and conduct a seamless implementation in as little as 2 weeks.
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