Experience Management reviews by real, verified users. Find unbiased ratings on user satisfaction, features, and price based on the most reviews available anywhere.
Experience management software consolidates feedback from a specific, target audience and delivers actionable insights and follow-up steps to close the loop. Experience management solutions build on the features provided by survey software and enterprise feedback management software by adding functionality that enables businesses to plan and take informed actions based on received feedback. Specifically, these tools deploy analytics dashboards for feedback data that is viewable by stakeholders across an organization. Some products will also provide gamification features or agent-based scoring metrics to incentivize employees to leverage insights offered by the platform.
Experience management solutions can target a number of different audiences. (For example, some solutions are designed to focus on customer experience and deploy insights to frontline employees who can execute closed-loop actions based on customer feedback.) At their core, all experience management solutions provide the same base features, with variation based on target audience and relevant stakeholders. Some offerings will target multiple groups of respondents, and businesses can choose and segment their audience. The most common type of feedback experience management solutions handle is customer experience feedback; other feedback segments include brand experience, product experience, and market research.
Experience management software offers the survey development and implementation features provided by survey products and the business-focused analytics features provided by enterprise feedback management solutions. Experience management tools differ from survey and enterprise feedback management tools because they offer additional features that allow for closed-loop actions to follow up on feedback.
Please note: Based on the stacking nature of these groups of products, the Experience Management, Enterprise Feedback Management, and Survey categories are mutually exclusive to provide clarity to the exact feature sets provided by each type of software solution.
To qualify for inclusion in the Experience Management category, a product must:
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AskNicely is the recognized leader in customer experience management and has the only mobile platform for people-powered businesses. We bring feedback, coaching and brand-aligned service actions into the pocket of your frontline team. CUSTOMER FEEDBACK You’ll send customizable, conversational surveys at just the right moment—controlling frequency and triggers. Reach your customers via email, SMS, or on your website. Measure what matters to your business—NPS, CSAT, or CES. Drive referrals and
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FocusVision Decipher is the most comprehensive, yet easy to use, professional survey and reporting solution. Run a just-in-time quick poll, undertake a large-scale multi-country, multi-language study or anything in-between to get close enough to your customers to understand their thoughts and feelings and ensure their voice comes through in your data insights without being limited to prefabricated templates.
SurveyMonkey CX is a robust NPS solution that helps you easily measure customer experience, analyze and share insights across your organization, and confidently take action. We help you deliver or exceed the experience your customers expect by reducing time to insights so you can take action to improve loyalty and drive growth for your business.
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Frame AI is the engine that powers Voice of Customer Ops. We unify your customer voice from every channel and measure sentiment and effort on 100% of conversations, so you can activate more feedback when it matters.
Alida believes in a world where customers are the ultimate source of truth. A world where the best business decisions are those made with customers, not for them. That's why Alida created the world's first CXM and insights platform to turn customer truth into action. For over 20 years, iconic brands like BuzzFeed, LinkedIn and Red Bull have chosen Alida, formerly Vision Critical, as their secret weapon. Alida's unique approach of coupling broad feedback with deep insights creates meaningful and
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CustomerGauge is a B2B customer experience management platform that enables clients to: - Collect customer feedback from multiple stakeholders in an account - Create custom dashboards for displaying real-time results - Set goals and targets for closing the loop with customers - Segment customer insights by region, product, facility, and more. - and align employees CX-related business initiatives CustomerGauge is also the first and only customer experience management solution that automatically
HappySignals provides Enterprise IT Experience Management for CIOs and their IT departments. We show you where end-users struggle and help you to demonstrate the value of IT to business stakeholders. As a customer said, "HappySignals is the same for CIOs as the CRM is for Sales Directors". By combining operational data from your ITSM platform with our Experience Data to enable an average 26% improvement in productivity in their organisations. Download our case studies to see how they did it.
Cisco's Webex Experience Management is a Customer Experience Management (CEM) platform that is changing the way organizations around the globe listen and respond to customers. The solution's innovative journey-based approach, integrations, and predictive analytics allows business leaders to quickly understand customer needs to proactively tackle churn, increase recommendations, and improve productivity. With its quick deployment architecture and Customer Experience framework the solution enables
Real people. Real reviews. Real insight. Feefo isn't a typical reviews platform. It allows you to collect and analyse valuable feedback gathered directly from genuine customers - but real reviews are just the beginning. As well as helping to increase conversion rates, improve SEO and reduce churn, Feefo gives you the tools to gather incredible insight that you can use to improve your customer experience, build trust in your brand and make better business decisions.
Zonka Customer Experience Management Platform is tailor-made for small businesses and enterprises to capture and analyze Employee & Customer Feedback across all touch points, improve experiences, and accelerate business growth. Zonka’s Customer Experience Management (CEM) Platform is changing the way businesses around the globe capture, understand and manage feedback and experience for customers, patients and employees. Zonka CX Management Platform captures experiences and feedback at all
Usersnap provides a feedback platform that helps software companies (SaaS) to build better, more successful products and services by collecting actionable user feedback and sharing it with all stakeholders. Make Feedback Matter. We believe that feedback-driven companies provide the best products to people. Whether you are working in a software (SaaS) company, a software development/agency, or in an e-commerce company, the Usersnap feedback platform provides the right feedback collectors for
Stella Connect offers a powerful combination of real-time customer feedback, QA, and coaching to give CX leaders visibility into performance and drive improvement and engagement of front-line teams. Gain Visibility into Performance: Whether your service center sits in-house or you use a BPO, easily access insights to understand how your entire service organization is performing. Quickly identify positive and negative trends across your team, highlight top and bottom performers, and spotlight op
InMoment™ is the leader in Experience Intelligence (XI), transforming metrics into meaning to drive high-value business decisions and relationships with both customers and employees. The company’s cloud-native XI Platform is engineered with data science at the core, and specifically architected to harness intelligence from across the entire experience ecosystem to deliver clear business value. The platform features three clouds that all work seamlessly together to give companies a comprehensive
NICE Satmetrix software, data, and expertise combine to offer unique benefits to customers as they manage their customer experience programs. Our industry leading software enables companies to collect, integrate, and analyze customer feedback data; close the loop with customers, including action management and tracking, escalation management, and comprehensive reporting; and take action and manage change, using comprehensive, configurable reporting, data delivery, and more. It is purpose-built f
Fuel Cycle is the leading market research cloud that combines both qualitative and quantitative data to power real-time business decisions. Through online communities, product exchanges, panels, and more, Fuel Cycle offers the only all-in-one market research platform for brands to connect to their customers. With Fuel Cycle, organizations can quickly act upon reliable data to help predict the future of their industry and stay one step ahead of the competition. Headquartered in Los Angeles, Fuel
GemSeekCX Management platform helps you deliver outstanding customer experience when it matters and to achieve continuous improvement and growth. Measure how well you keep your promises at every touchpoint and get crystal clarity on how to transform your business to indulge customers beyond satisfaction. Our platform has 3 core modules: UNDERSTAND - Build surveys quickly and easily - create your own surveys or use our templates to guarantee that you ask the right questions at the right momen
SightX is a market research platform that frees your time for thinking. It is an end-to-end platform for all of your research needs. From project design, consumer engagement, automated analytics, and reporting in one place. Built for those who prefer to spend 80% of their time thinking about the meaning of the results and insights rather than data cleaning, formatting, restructuring, and repetitive manual analysis tasks.
Who likes to take a survey? No one. Feedier is a new innovative platform to collect valuable Feedback. Stay leader, turn feedback into growth leverage by making data-driven decisions to improve your services and products. Innovative forms: Deploy innovative forms in minutes with a unique model: S.I.R.A. Measure Satisfaction, collect valuable Insights, Reward to create loyalty, and finally push an Action to create engagement. Get more responses: Push highly targeted and unique feedback requests
Surveypal provides an enterprise-grade online survey platform designed to seamlessly integrate into any CRM system and empower the customer experience. Customer experience management begins with getting the right software tools in place. With Surveypal, any business can leverage customer experience into better customer retention, lower operating costs, increased sales and faster growth. Surveypal makes it easy to create and send beautiful, branded surveys to measure Net Promoter Score, Voice of
STAFFINO is a customer insight platform offering a wide variety of modules for complex CX management. - Closed Loop Feedback Management - Employee Recognition & Motivation - Retention Case Monitoring - NPS, CSAT & CES Metrics - Semantic Engine - Personalized CX Dashboards - Mastery Shopping® - CX Consulting
Customer experience (CX) is more than just reacting to problems as they occur. The most successful businesses are able to predict potential issues and act on them before they arise. Experience management or XM software helps businesses do exactly that. This type of CX software enables businesses to collect, consolidate, and analyze customer feedback, providing actionable insights throughout the customer journey. With real-time, advanced analytics, experience management tools help companies understand how feedback relates to their business metrics. Experience management software also provides tools for closed-loop actions, meaning employees are empowered to take action on improving customer experiences by responding to customers or prioritizing product roadmaps based on feedback.
Key Benefits of Experience Management Software
Experience management platforms help businesses bridge the gap between the experiences they believe they are delivering to customers and the experiences customers are actually receiving. Like enterprise feedback management software, experience management tools enable organizations to collect feedback from their customers with surveys that measure net promoter scores (NPS), customer satisfaction (CSAT), and customer effort scores (CES). While many of these tools focus on customer service, they can be leveraged across many different areas of a business, including product development, marketing, and even human resources. By combining and analyzing customer feedback from multiple channels, experience management software offers companies a holistic view of their customers’ experiences and how those experiences are impacting the business.
Organizations invest in experience management tools to support their voice of the customer (VoC) programs. VoC, which is relatively new in the field of CX, is a market research technique focused on capturing customer feedback. Experience management software is used to gather and collaborate on data related to the VoC, empowering businesses to make data-driven decisions to meet their customers’ needs and expectations.
Any business with a vested interest in promoting positive customer experiences benefits from experience management software. These platforms are leveraged by organizations across many different industries, including retail, healthcare, technology, financial services, hospitality, and nonprofit.
Customer service — Customer support and customer success teams are some of the heaviest users of experience management software. These departments work closely with business customers and play a major role in managing customer experiences. Customer service teams use experience management software to track CX metrics with surveys that measure NPS, CSAT, and CES. These metrics help businesses understand where they are falling short and how they can improve to meet the expectations of their customers. Experience management solutions flag negative customer feedback and provide teams with tools to follow up with those customers, turning negative experiences into positive interactions. Feedback collected through experience management tools are routed directly to a company’s contact center, where agents follow up with dissatisfied customers.
Marketing — Most consumers rely on reviews from their peers when they make purchasing decisions. As a result, positive customer experiences are a powerful tool for promoting a company’s products and services. Experience management software allows marketing teams to capture positive reviews and feedback that are shared on social media, added to marketing materials, or used as case studies.
Product development — Experience management software help inform decision making around product updates and new product development. Text analytics and advanced reporting features allow product teams to identify pain points in the user experience. With these insights, product teams are able to add functionality or introduce new features that will improve customers’ experiences with the product.
All experience management solutions offer the same basic functionality. The most common use case is CX; however, some products are able to target other types of audiences for feedback concerning product experience, brand experience, and even market research. Some experience management platforms also offer features for gauging employee experiences.
Customer experience (CX) — Most experience management solutions are designed for targeting customers for feedback at various points in the customer journey. These platforms analyze feedback and deliver insights to customer-facing employees and other relevant stakeholders so immediate actions can be taken if necessary.
Brand experience — Experience management products with features for brand experience collect feedback concerning brand perception and brand loyalty. These insights are delivered to relevant stakeholders like marketing professionals who use the data to improve brand positioning and develop new marketing strategies.
Product experience — Product experience solutions collect customer feedback concerning their experience with a product. Insights concerning product experiences are routed to product management teams who use customer feedback to fix bugs or prioritize their roadmaps.
Market research — Businesses may use experience management solutions to perform market research. These tools collect feedback from a company’s audience or target market and provide market research-specific features like panels.
Survey management — A core feature of experience management software is the creation and distribution of surveys to customers. These tools allow businesses to solicit customer feedback through a variety of channels, including through their website, email, SMS, or in-app messages. While some customers may prefer to receive communications via email, others may be more inclined to respond to surveys sent through SMS, so it’s important for businesses to understand their customers’ preferences when requesting feedback.
Text analytics — In customer surveys, businesses may elect to include open-ended questions. This permits users to elaborate on “yes" or “no" responses, identify specific issues with a product, or describe personal experiences, contributing a wider variety and depth of data. Experience management tools use machine learning and natural language processing (NLP) to analyze these open-ended text responses. Text analytics features help organizations understand customer sentiment, uncover trends, and identify opportunities, turning their customers’ feedback into actionable insights.
Net promoter score (NPS) — Experience management software allows organizations to send NPS surveys to their customers. NPS is one of the primary metrics for CX and an indicator of business growth. These surveys ask how likely the customer is to recommend the product or service to a friend or colleague on a scale of 1 to 10. NPS surveys are typically followed by an open-ended question asking customers to elaborate on their ratings. Measuring NPS on a regular basis provides businesses with key insights into brand loyalty and customer engagement.
Customer satisfaction (CSAT) scores — CSAT is another common key performance indicator (KPI) used in measuring CX. This score is calculated by asking a customer how satisfied they were with a recent transaction on a rating scale. While NPS is a high-level KPI for customer loyalty, CSAT is typically focused on a specific point in the customer journey. Customers might receive a CSAT survey after making a purchase or speaking to a customer service representative.
Customer effort score (CES) — Experience management software helps businesses measure a third CX metric, the CES. This is another customer service KPI that asks customers how much effort was required for them to get an issue resolved or a request handled. Tracking CES helps an organization identify opportunities to improve customer service processes to make customer experiences more effortless and intuitive.
Closed-loop actions — In contrast to enterprise feedback management, experience management solutions offer enhanced capabilities for closing the loop on customer feedback. For example, customer service teams may be notified of a negative response to a survey; experience management software would allow an agent to respond to that customer directly through the platform. Conversely, if a response is positive, the agent may ask the customer to leave a review or send a referral. Features for closing the loop empower businesses to take immediate action on customer feedback.
Lack of adoption — Experience management software is designed to support robust customer service programs and cross-department collaboration. If a business does not already have plans and processes in place for experience management, it may be difficult for teams within the organization to adopt such a platform. Before implementing an experience management solution, executives should examine their current processes and consider whether employee training is needed to ensure the product is adopted across the company.