# Best Enterprise Experience Management Software - Page 2 *By [Jeffrey Lin](https://research.g2.com/insights/author/jeffrey-lin)* Products classified in the overall Experience Management category are similar in many regards and help companies of all sizes solve their business problems. However, enterprise business features, pricing, setup, and installation differ from businesses of other sizes, which is why we match buyers to the right Enterprise Business Experience Management to fit their needs. Compare product ratings based on reviews from enterprise users or connect with one of G2's buying advisors to find the right solutions within the Enterprise Business Experience Management category. In addition to qualifying for inclusion in the Experience Management Software category, to qualify for inclusion in the Enterprise Business Experience Management Software category, a product must have at least 10 reviews left by a reviewer from an enterprise business. ## Top Experience Management Software at a Glance | # | Product | Rating | Best For | What Users Say | |---|---------|--------|----------|----------------| | 1 | [Birdeye](https://www.g2.com/products/birdeye/reviews) | 4.7/5.0 (3,980 reviews) | Multi-location reputation and review automation | "[Birdeye Delivers Automated Reputation Management, EHR Integration & Fast Maps Ranking Gains](https://www.g2.com/survey_responses/birdeye-review-13045929)" | | 2 | [Reputation](https://www.g2.com/products/reputation/reviews) | 4.5/5.0 (2,404 reviews) | Centralized multi-location review and sentiment intelligence | "[Visually pleasing & streamlined process. No complaints](https://www.g2.com/survey_responses/reputation-review-9899978)" | | 3 | [QuestionPro](https://www.g2.com/products/questionpro/reviews) | 4.5/5.0 (1,133 reviews) | Multi-stakeholder feedback collection with branching analytics | "[User-Friendly Surveys with AI Templates, Branching Logic, and Powerful Analytics](https://www.g2.com/survey_responses/questionpro-review-12925750)" | | 4 | [Qualtrics Market Research](https://www.g2.com/products/qualtrics-market-research/reviews) | 4.4/5.0 (2,912 reviews) | End-to-end survey research with integrated analytics | "[Structured Feedback Insights with an Intuitive Survey Builder](https://www.g2.com/survey_responses/qualtrics-market-research-review-12999170)" | | 5 | [Resonate CX](https://www.g2.com/products/resonate-cx/reviews) | 4.6/5.0 (492 reviews) | Multi-location verbatim-to-action with closed-loop NPS | "[It is a great experience using resonate!](https://www.g2.com/survey_responses/resonate-cx-review-10777418)" | | 6 | [Medallia Customer Experience](https://www.g2.com/products/medallia-customer-experience/reviews) | 4.5/5.0 (207 reviews) | Cross-touchpoint VOC with closed-loop text analytics | "[Powerful Customer Insights with Real-Time Actionability](https://www.g2.com/survey_responses/medallia-customer-experience-review-12952963)" | | 7 | [Dynamics 365 Customer Voice](https://www.g2.com/products/dynamics-365-customer-voice/reviews) | 4.5/5.0 (17 reviews) | Microsoft-native triggered surveys with Power Automate workflows | "[Effortless Draft Creation, As Intuitive As Canva](https://www.g2.com/survey_responses/dynamics-365-customer-voice-review-12191599)" | | 8 | [AskNicely](https://www.g2.com/products/asknicely/reviews) | 4.7/5.0 (1,029 reviews) | Automated closed-loop NPS surveying with CRM triggers | "[Very user-friendly and gets the job done!](https://www.g2.com/survey_responses/asknicely-review-7865358)" | | 9 | [Experience.com](https://www.g2.com/products/experience-com/reviews) | 4.8/5.0 (382 reviews) | Automated post-closing review collection and syndication | "[Effortless Survey Responses with Helpful AI Follow-Ups](https://www.g2.com/survey_responses/experience-com-review-12910139)" | | 10 | [ChurnZero](https://www.g2.com/products/churnzero/reviews) | 4.7/5.0 (1,587 reviews) | — | "[CZ Keeps Everything You Need at Your Fingertips](https://www.g2.com/survey_responses/churnzero-review-12972883)" | ## How Many Experience Management Software Products Does G2 Track? **Total Products under this Category:** 127 ### Category Stats (Jun 2026) - **Average Rating**: 4.51/5 (↑0.01 vs May 2026) The average rating of products in this category, based on all submitted ratings - **Top Trending Product**: TheySaid (+0.44%) - Among all products in this category, TheySaid recorded the largest rating increase compared to last month *Last updated: June 24, 2026* ## How Does G2 Rank Experience Management Software Products? **Why You Can Trust G2's Software Rankings:** - 30 Analysts and Data Experts - 25,300+ Authentic Reviews - 127+ Products - Unbiased Rankings G2's software rankings are built on verified user reviews, rigorous moderation, and a consistent research methodology maintained by a team of analysts and data experts. Each product is measured using the same transparent criteria, with no paid placement or vendor influence. While reviews reflect real user experiences, which can be subjective, they offer valuable insight into how software performs in the hands of professionals. Together, these inputs power the G2 Score, a standardized way to compare tools within every category. ## What Are the Top-Rated Experience Management Software Products in 2026? ### 1. [Fuel Cycle](https://www.g2.com/products/fuel-cycle/reviews) Fuel Cycle accelerates decision intelligence for legendary brands. We achieve this by enabling organizations to capture, analyze, and act on insights required to launch new products, acquire customers, and gain market share. By leveraging the Fuel Cycle Platform, which powers leading insight communities, brands forge connections with their key audiences and harness actionable insights that drive confident business decisions. **Average Rating:** 4.4/5.0 **Total Reviews:** 42 **How Do G2 Users Rate Fuel Cycle?** - **Has the product been a good partner in doing business?:** 8.9/10 (Category avg: 9.1/10) - **Customer Effort Score (CES):** 5.7/10 (Category avg: 8.1/10) - **Customer Satisfaction (CSAT) Score:** 5.9/10 (Category avg: 8.6/10) - **Net Promoter Score (NPS):** 7.2/10 (Category avg: 8.7/10) **Who Is the Company Behind Fuel Cycle?** - **Seller:** [Fuel Cycle](https://www.g2.com/sellers/fuel-cycle) - **Company Website:** https://www.fuelcycle.com - **Year Founded:** 2005 - **HQ Location:** Los Angeles, CA - **Twitter:** @FUELCYCLEinc (2,420 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/527127/ (161 employees on LinkedIn®) **Who Uses This Product?** - **Top Industries:** Retail - **Company Size:** 64% Enterprise, 21% Small-Business #### What Are Fuel Cycle's Pros and Cons? **Pros:** - Customer Support (4 reviews) - Ease of Use (4 reviews) - Auto-Response (1 reviews) - Easy Integrations (1 reviews) - Easy Setup (1 reviews) **Cons:** - Layout Issues (1 reviews) - Limitations (1 reviews) - Limited Functionality (1 reviews) - Not Intuitive (1 reviews) - Poor Design (1 reviews) ### What Do G2 Reviewers Say About Fuel Cycle? *AI-generated summary from verified user reviews* **Pros:** - Users appreciate the **responsive customer support** of Fuel Cycle, enabling swift issue resolution and enhanced efficiency. - Users value the **ease of use** of Fuel Cycle, facilitating quick setups and efficient problem-solving for seamless operations. - Users love the **easy-to-use interface** and appreciate the helpful responses and excellent customer support from Fuel Cycle. - Users value the **easy integrations** with third-party tools, streamlining activity and survey creation effortlessly. - Users value the **easy setup** of Fuel Cycle, enabling a seamless transition to using the platform efficiently. **Cons:** - Users find **layout issues** confusing, especially when switching between CX versions and navigating unclear UI elements. - Users desire a **more efficient data export process** in Fuel Cycle to save time and improve usability. - Users find the **limited functionality** in design and logo of Fuel Cycle detracts from their overall experience. - Users find the **interface not intuitive** , with confusing switches between systems and unclear terminology affecting usability. - Users feel that the **poor design** of Fuel Cycle's logo and settings hinders their overall user experience. #### What Are Recent G2 Reviews of Fuel Cycle? **"[User-Friendly Platform with Stellar Implementation Support](https://www.g2.com/survey_responses/fuel-cycle-review-12602654)"** **Rating:** 5.0/5.0 stars *— Carrie K.* [Read full review](https://www.g2.com/survey_responses/fuel-cycle-review-12602654) --- **"[Access to Expert Users Elevates the Experience](https://www.g2.com/survey_responses/fuel-cycle-review-11917435)"** **Rating:** 4.0/5.0 stars *— Verified User in Information Technology and Services* [Read full review](https://www.g2.com/survey_responses/fuel-cycle-review-11917435) --- #### What Are G2 Users Discussing About Fuel Cycle? - [How do you use Fuel Cycle?](https://www.g2.com/discussions/how-do-you-use-fuel-cycle) - [What is a THM fuel cycle?](https://www.g2.com/discussions/what-is-a-thm-fuel-cycle) - [Who owns Fuelcycle?](https://www.g2.com/discussions/who-owns-fuelcycle) - [What does fuel cycle do?](https://www.g2.com/discussions/what-does-fuel-cycle-do) ### 2. [Totango](https://www.g2.com/products/totango/reviews) Totango is a Customer Growth platform for driving customer value and revenue at scale, combining scalable customer management, predictive revenue intelligence, and a strategic, value-based post-sales methodology to transform how companies prove customer ROI, drive retention, and earn expansion. The Customer Growth Platform includes Totango Customer Success and Unison Customer Intelligence. Each of these solutions plays a distinct role in the Customer-Led Growth through value realization methodology. Totango Customer Success focuses on tracking customer health and engagement, enabling teams to proactively address potential issues and foster long-term relationships. Unison Customer Intelligence aggregates data from multiple sources, offering insights that help organizations understand customer behavior and preferences. Totango's target audience and target buyers include mid-sized to large enterprises across various industries that prioritize customer retention, renewals, and expansion and that generally rely on subscription-based models, where maintaining customer loyalty is critical to their revenue growth. Key features of Totango include customizable dashboards, real-time analytics, and automated workflows. These tools enable users to visualize customer data effectively, monitor key performance indicators, and automate routine tasks, thereby enhancing efficiency. The platform also supports collaboration among teams, allowing for seamless communication and alignment on customer goals. By providing actionable insights, Totango empowers organizations to refine their revenue strategies and make informed decisions that drive growth. Overall, Totango stands out as a leader in the Customer Success category by offering a holistic approach to managing customer relationships. Its integration of various tools and functionalities allows enterprises to gain a deeper understanding of their customers, ultimately leading to improved satisfaction and loyalty. By investing in Totango, organizations can position themselves for long-term success in an increasingly competitive landscape. **Average Rating:** 4.3/5.0 **Total Reviews:** 1,140 **How Do G2 Users Rate Totango?** - **Has the product been a good partner in doing business?:** 8.6/10 (Category avg: 9.1/10) - **Customer Effort Score (CES):** 7.8/10 (Category avg: 8.1/10) - **Customer Satisfaction (CSAT) Score:** 8.2/10 (Category avg: 8.6/10) - **Net Promoter Score (NPS):** 8.1/10 (Category avg: 8.7/10) **Who Is the Company Behind Totango?** - **Seller:** [Totango](https://www.g2.com/sellers/totango) - **Company Website:** https://www.totango.com - **Year Founded:** 2010 - **HQ Location:** New York, NY - **LinkedIn® Page:** https://www.linkedin.com/company/760976/ (130 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** Customer Success Manager, CSM - **Top Industries:** Computer Software, Information Technology and Services - **Company Size:** 57% Mid-Market, 22% Small-Business #### What Are Totango's Pros and Cons? **Pros:** - Ease of Use (202 reviews) - Customer Support (98 reviews) - Helpful (98 reviews) - Customization (97 reviews) - Efficiency (94 reviews) **Cons:** - Learning Curve (83 reviews) - Integration Issues (65 reviews) - Missing Features (57 reviews) - Limited Customization (49 reviews) - Steep Learning Curve (49 reviews) ### What Do G2 Reviewers Say About Totango? *AI-generated summary from verified user reviews* **Pros:** - Users find Totango **easy to use and set up** , enhancing their ability to track accounts effectively. - Users value the **excellent customer support** from Totango, enhancing their management efficiency and insight delivery. - Users appreciate the **helpful functionality** of Totango, enabling efficient tracking, reporting, and campaign management. - Users value the **customization options** in Totango, enhancing their ability to track metrics and engage customers effectively. - Users find Totango's **efficiency** invaluable, providing seamless access to customer insights and streamlining workflows effortlessly. **Cons:** - Users find the **learning curve steep** due to overwhelming data and a lack of educational resources for effective use. - Users note that **integration issues** with external systems can be cumbersome and require extra effort for optimal use. - Users note the **missing features** in Totango, particularly for managing complex products and saving drafts for customer calls. - Users find the **limited customization** in Totango frustrating, as it often requires support for complex tasks. - Users find the **steep learning curve** of Totango challenging, complicating collaboration and effective use of the app. #### What Are Recent G2 Reviews of Totango? **"[Risk evaluation and health scoring](https://www.g2.com/survey_responses/totango-review-9508942)"** **Rating:** 4.0/5.0 stars *— Dragomir L.* [Read full review](https://www.g2.com/survey_responses/totango-review-9508942) --- **"[Beautiful, Visual Customer Data Platform That Beats Spreadsheets](https://www.g2.com/survey_responses/totango-review-12594697)"** **Rating:** 4.5/5.0 stars *— Verified User in Computer Software* [Read full review](https://www.g2.com/survey_responses/totango-review-12594697) --- #### What Are G2 Users Discussing About Totango? - [What is Totango used for?](https://www.g2.com/discussions/what-is-totango-used-for) - 1 upvote ### 3. [Verint Voice of the Customer](https://www.g2.com/products/verint-verint-voice-of-the-customer/reviews) Verint® Voice of the Customer™ (formerly known as Experience Management™) empowers CX Leaders to optimize customer experiences in real-time. With Verint Voice of the Customer, companies can listen everywhere, act immediately, and analyze deeper than with any other experience management solution in the marketplace. Verint offers prescriptive VoC solutions across Web and Mobile, Enterprise-wide, and Location-Based experiences. As part of the Verint Platform, Verint Voice of the Customer allows CX leaders to close the Engagement Capacity Gap™ between customer expectations and budget or resources by: Deriving insights from data and AI Connecting organizational silos Leveraging CX orchestration and automation Examples of customer successes include: - Increasing NPS by 17 points - Realizing a 72% increase in BOPIS (buy online pickup in store) orders month-over-month - Cross-functional view of customer interactions enabling continuous CX improvements - Unlock the power of a unified customer experience! Contact us today. Verint wholly owns OpinionLab and ForeSee, both of which are now fully integrated parts of Verint Voice of the Customer (formerly known as Experience Management). **Average Rating:** 4.2/5.0 **Total Reviews:** 40 **How Do G2 Users Rate Verint Voice of the Customer?** - **Has the product been a good partner in doing business?:** 7.9/10 (Category avg: 9.1/10) - **Customer Effort Score (CES):** 7.0/10 (Category avg: 8.1/10) - **Customer Satisfaction (CSAT) Score:** 8.7/10 (Category avg: 8.6/10) - **Net Promoter Score (NPS):** 7.8/10 (Category avg: 8.7/10) **Who Is the Company Behind Verint Voice of the Customer?** - **Seller:** [Verint](https://www.g2.com/sellers/verint) - **Year Founded:** 1994 - **HQ Location:** Melville, New York - **Twitter:** @Verint (7,739 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/verint (4,343 employees on LinkedIn®) - **Ownership:** Thoma Bravo **Who Uses This Product?** - **Top Industries:** Retail - **Company Size:** 51% Enterprise, 37% Mid-Market #### What Are Recent G2 Reviews of Verint Voice of the Customer? **"[Great platform, great support](https://www.g2.com/survey_responses/verint-voice-of-the-customer-review-9397018)"** **Rating:** 4.5/5.0 stars *— Verified User in Marketing and Advertising* [Read full review](https://www.g2.com/survey_responses/verint-voice-of-the-customer-review-9397018) --- **"[Easy to set up, easy to use and great access to an experienced team](https://www.g2.com/survey_responses/verint-voice-of-the-customer-review-9728417)"** **Rating:** 4.0/5.0 stars *— Verified User in Entertainment* [Read full review](https://www.g2.com/survey_responses/verint-voice-of-the-customer-review-9728417) --- #### What Are G2 Users Discussing About Verint Voice of the Customer? - [What is Verint Predictive Experience (formerly Verint ForeSee) used for?](https://www.g2.com/discussions/what-is-verint-predictive-experience-formerly-verint-foresee-used-for) - 1 comment ### 4. [Eyerys](https://www.g2.com/products/smoke-ci-eyerys/reviews) SmokeCI's VOC software, Eyerys, is a premium customer feedback solution for contact centres, and end-to-end customer experience programmes. We work with executives, managers and leaders to craft improved customer experience and measure objective performance across teams and departments. **Average Rating:** 4.8/5.0 **Total Reviews:** 23 **How Do G2 Users Rate Eyerys?** - **Has the product been a good partner in doing business?:** 9.6/10 (Category avg: 9.1/10) - **Customer Effort Score (CES):** 9.4/10 (Category avg: 8.1/10) - **Customer Satisfaction (CSAT) Score:** 9.5/10 (Category avg: 8.6/10) - **Net Promoter Score (NPS):** 9.4/10 (Category avg: 8.7/10) **Who Is the Company Behind Eyerys?** - **Seller:** [Smoke CI](https://www.g2.com/sellers/smoke-ci) - **Year Founded:** 2008 - **HQ Location:** Johannesburg, Gauteng - **Twitter:** @SmokeCIS (174 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/smoke-customer-intelligence (45 employees on LinkedIn®) **Who Uses This Product?** - **Top Industries:** Insurance - **Company Size:** 52% Enterprise, 26% Mid-Market #### What Are Recent G2 Reviews of Eyerys? **"[Eyerys is easy to use, reliable and affordable with great support.](https://www.g2.com/survey_responses/eyerys-review-7273034)"** **Rating:** 5.0/5.0 stars *— Yolande S.* [Read full review](https://www.g2.com/survey_responses/eyerys-review-7273034) --- **"[Great platform and easy to navigate](https://www.g2.com/survey_responses/eyerys-review-7270907)"** **Rating:** 4.5/5.0 stars *— Tania R.* [Read full review](https://www.g2.com/survey_responses/eyerys-review-7270907) --- ### 5. [Staffino](https://www.g2.com/products/staffino/reviews) Staffino is a leading provider of customer experience (CX) and employee experience (EX) management solutions that enable businesses to deliver an exceptional customer experience, improve employee engagement, and drive business growth. Our advanced yet user-friendly online platform is trusted by over 50 companies across more than 30 countries, helping them understand their customer journey better than ever before. At Staffino, we are dedicated to providing our clients with a comprehensive suite of tools and features that are specifically designed to help them manage and optimise their CX and EX initiatives. Our XM platform enables businesses to collect, analyse, and act on customer feedback in real-time, providing them with valuable insights into their customers' needs and preferences. This helps businesses to identify areas where they need to improve and take proactive steps to enhance their customer experience. Our XM platform also provides businesses with powerful analytics and reporting capabilities, which enable them to track and measure the success of their CX and EX initiatives. This helps businesses to identify trends, patterns, and opportunities for improvement, enabling them to make data-driven decisions that deliver real business results. In addition to these core benefits, Staffino is committed to providing our clients with the latest CX and EX knowledge and technologies, ensuring that they are always at the forefront of industry trends and best practices. We work closely with our clients to develop customised solutions that meet their unique business needs, helping them to achieve the best possible returns from their CX and EX initiatives. **Average Rating:** 4.7/5.0 **Total Reviews:** 38 **How Do G2 Users Rate Staffino?** - **Has the product been a good partner in doing business?:** 9.4/10 (Category avg: 9.1/10) - **Customer Effort Score (CES):** 8.3/10 (Category avg: 8.1/10) - **Customer Satisfaction (CSAT) Score:** 9.0/10 (Category avg: 8.6/10) - **Net Promoter Score (NPS):** 9.2/10 (Category avg: 8.7/10) **Who Is the Company Behind Staffino?** - **Seller:** [Staffino](https://www.g2.com/sellers/staffino) - **Year Founded:** 2014 - **HQ Location:** Bratislava, Bratislava - **Twitter:** @staffinoapp (205 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/5079746/ (31 employees on LinkedIn®) **Who Uses This Product?** - **Top Industries:** Telecommunications, Pharmaceuticals - **Company Size:** 60% Mid-Market, 28% Enterprise #### What Are Staffino's Pros and Cons? **Pros:** - Response Efficiency (1 reviews) ### What Do G2 Reviewers Say About Staffino? *AI-generated summary from verified user reviews* **Pros:** - Users value the **response efficiency** of Staffino, appreciating fast communication and clarity in results. #### What Are Recent G2 Reviews of Staffino? **"[Staffino is a platform that I would recommend,because it is easy to use, provides clear information.](https://www.g2.com/survey_responses/staffino-review-8192443)"** **Rating:** 5.0/5.0 stars *— Adriana S.* [Read full review](https://www.g2.com/survey_responses/staffino-review-8192443) --- **"[In cooperation with Staffino, we try to keep our services at the same and better level.](https://www.g2.com/survey_responses/staffino-review-10974659)"** **Rating:** 5.0/5.0 stars *— Linda P.* [Read full review](https://www.g2.com/survey_responses/staffino-review-10974659) --- #### What Are G2 Users Discussing About Staffino? - [What is Staffino used for?](https://www.g2.com/discussions/what-is-staffino-used-for) - 1 comment ### 6. [Lumoa](https://www.g2.com/products/lumoa/reviews) Lumoa is the first CX platform to offer GPT. In the past, companies used to spend weeks collecting, analyzing, interpreting, and reporting on customer feedback from multiple sources. Now, every employee can ask questions and receive real-time answers based on the voice of the customer. Lumoa helps make timely decisions to increase KPIs up to three times. **Average Rating:** 4.4/5.0 **Total Reviews:** 36 **How Do G2 Users Rate Lumoa?** - **Has the product been a good partner in doing business?:** 8.7/10 (Category avg: 9.1/10) - **Customer Effort Score (CES):** 8.3/10 (Category avg: 8.1/10) - **Customer Satisfaction (CSAT) Score:** 8.3/10 (Category avg: 8.6/10) - **Net Promoter Score (NPS):** 8.3/10 (Category avg: 8.7/10) **Who Is the Company Behind Lumoa?** - **Seller:** [Netigate](https://www.g2.com/sellers/netigate) - **Year Founded:** 2005 - **HQ Location:** Stockholm, Stockholm County - **Twitter:** @Netigate (868 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/288635/ (115 employees on LinkedIn®) **Who Uses This Product?** - **Top Industries:** Financial Services, Telecommunications - **Company Size:** 61% Enterprise, 25% Mid-Market #### What Are Recent G2 Reviews of Lumoa? **"[I recommend Lumoa to every organisation - their sentiment analysis is a game changer](https://www.g2.com/survey_responses/lumoa-review-8936326)"** **Rating:** 5.0/5.0 stars *— Matthieu B.* [Read full review](https://www.g2.com/survey_responses/lumoa-review-8936326) --- **"[Great tool to monitor what your guests think about your establishment and services](https://www.g2.com/survey_responses/lumoa-review-8933110)"** **Rating:** 5.0/5.0 stars *— Chris J.* [Read full review](https://www.g2.com/survey_responses/lumoa-review-8933110) --- ## What Is Experience Management Software? [Customer Service Software](https://www.g2.com/categories/customer-service) ## What Software Categories Are Similar to Experience Management Software? - [Survey Software](https://www.g2.com/categories/survey) - [User Research Tools](https://www.g2.com/categories/user-research) - [Feedback Analytics Software](https://www.g2.com/categories/feedback-analytics) --- ## How Do You Choose the Right Experience Management Software? ### What You Should Know About Experience Management Software ### What is Experience Management Software? Experience management (XM) software, also known as customer experience (CX) or customer experience management (CEM or CXM) software, refers to technology that helps manage an organization’s interactions with its customers across all channels and touchpoints in the customer journey. CXM software enables businesses to collect, consolidate, and analyze customer feedback, providing actionable insights throughout the customer journey and lifecycle. With real-time, advanced analytics, experience management tools help companies understand how feedback relates to their business metrics. With these products, the most successful businesses are able to use predictive analytics to act on potential issues before they arise. Experience management software also provides tools for closed-loop actions, meaning employees are empowered to take action on optimization of customer experiences by responding to customers or prioritizing product roadmaps based on feedback. #### What Types of Experience Management Software Exist? 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. 1. [**Customer experience (CX)**](https://www.g2.com/categories/experience-management/f/customer-experience) **:** 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. 2. [**B2B account experience**](https://www.g2.com/categories/experience-management/f/b2b-account-experience) **:** This enables the collection of feedback from B2B clients and accounts on their experience with a business and its products or services. It helps deliver actionable insights to relevant stakeholders, such as sales and customer success teams. 3. **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. 4. [**Product experience**](https://www.g2.com/categories/experience-management/f/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. 5. [**Market research**](https://www.g2.com/categories/experience-management/f/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. ### What are the Common Features of Experience Management Software? 1. **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. 2. **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 to 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. 3. **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. 4. **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. 5. **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. 6. **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. ### What are the 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. Below are a few benefits of the software:  - **Collect feedback:** Like enterprise feedback management software, experience management tools enable organizations to collect feedback from their customers with surveys that measure NPS, CSAT, and 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.  - **Provide analysis** : 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. - **Voice of customer (VoC)**: Organizations invest in experience management tools to support their 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. ### Who Uses Experience Management Software? 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 is 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 helps 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. ### What’s the best experience management software for small businesses? For small businesses aiming to enhance customer satisfaction and gather actionable feedback, [top small business experience management platforms](https://www.g2.com/categories/experience-management/small-business) include: - [Birdeye](https://www.g2.com/products/birdeye/reviews) offers an all-in-one platform for reviews, surveys, and customer feedback, helping small businesses manage their online reputation and improve customer experience. - [SurveySparrow](https://www.g2.com/products/surveysparrow/reviews) features conversational surveys and automation capabilities, allowing small businesses to engage customers effectively and analyze feedback for continuous improvement. ### What are the top experience management platforms for SaaS companies? For SaaS companies seeking to optimize user experience and gather product feedback, leading experience management platforms on G2 include: - [Qualtrics CoreXM](https://www.g2.com/products/qualtrics-strategy-research-formerly-corexm/reviews) provides advanced survey tools and analytics, enabling SaaS companies to collect and act on customer insights to enhance product offerings. - [UserTesting](https://www.g2.com/products/usertesting/reviews) offers real-time user feedback through video recordings, helping SaaS companies understand user behavior and improve usability. ### What’s the most recommended experience management software for large enterprises? For large enterprises aiming to manage complex customer journeys and gather comprehensive feedback, leading [enterprise-level experience management platforms](https://www.g2.com/categories/experience-management/enterprise) include: - [Medallia Experience Cloud](https://www.g2.com/products/medallia-customer-experience/reviews) provides real-time feedback and AI-driven insights, enabling enterprises to understand customer sentiments and drive improvements across touchpoints. - [Verint](https://www.g2.com/products/verint-verint-voice-of-the-customer/reviews) delivers tools for capturing and analyzing customer feedback across channels, helping enterprises enhance customer satisfaction and loyalty. #### Software Related to Experience Management Software [Enterprise feedback management software](https://www.g2.com/categories/enterprise-feedback-management)[:](https://www.g2.com/categories/enterprise-feedback-management) Enterprise feedback management solutions offer similar functionality to that of experience management software. These tools enable businesses to collect, analyze, and distribute customer feedback. Businesses may use these products instead of experience management solutions if closing the loop on feedback is unnecessary or if they use another platform to follow up with customers. [Survey software](https://www.g2.com/categories/survey)[:](https://www.g2.com/categories/survey) Survey features serve as the foundation of experience management software. Businesses, as well as non-business entities, use survey software to create and share online surveys, quizzes, polls, and web forms. [User research software](https://www.g2.com/categories/user-research)[:](https://www.g2.com/categories/user-research) User experience (UX) and product development teams may prefer user research software over experience management tools. User research platforms enable businesses to target customers or outside audiences for in-the-moment feedback on a product or brand. User research may be conducted through surveys, interviews, and focus groups. [Employee engagement software](https://www.g2.com/categories/employee-engagement)[:](https://www.g2.com/categories/employee-engagement) Organizations dedicated to improving the health of their business understand that it’s important to gauge employee satisfaction as well as customer satisfaction. While experience management software helps businesses collect external customer feedback, employee engagement software may be used to conduct pulse surveys and track employee feedback. ### Challenges with Experience Management Software **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. ### How to Buy Experience Management Software? The complexity of an experience management solution depends on the size of the business and what a business wants to accomplish. The software can be simplified with basic features for communicating with customers or have comprehensive features that would integrate with existing platforms or software products. However, the overall reason for a business to invest in customer experience management software is to achieve better customer experience and brand loyalty. Factors that businesses should consider include:  **Business size capability:** Small and mid-sized companies can opt for CEM software that focuses on customer interactions and highlights the internal problems that might impact customer experience, such as monitoring live chat. However, larger enterprises can opt for a robust comprehensive software that helps in managing the complexities of various departments like marketing, sales, etc. **Communication integration:** CEM needs to integrate well with various communication methods, such as social media, emails, etc.  **Data integration:** CEM also needs to integrate with existing platforms like customer databases, customer relationship management (CRM) software, etc.