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. 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. 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. 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.

What are the Common Features of Experience Management Software?

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 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. 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.

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.

Experience Management Software with Customer Experience Capabilities

Birdeye

Birdeye builds AI agents for multi-location brands — trusted by the largest enterprise brands globally, including Sutter Health, Aspen Dental, Sun Auto and Caesars Entertainment. We give you AI coworkers at every location — for marketing, operations, and customer experience — that do the jobs your business needs done by employing multiple agents that work together to win AI visibility, convert demand, and deliver a consistent customer experience. AI Coworkers → Do the Jobs Jay (marketing), Robin (operations), and Myna (customer experience) own the work across your locations — from AI search visibility, reviews, listings, and social, to front desk and appointment booking, to surveys, ticketing, and insights. You're not buying features. You're adding AI staff to every location. So the work gets done at every location — without stretching your team thinner. Agents → Do the Work Each coworker employs multiple agents that work together to complete a job. The way those agents work is what makes us different. Most software tells you what's happening; our agents decide what to do — and do it, with your approval. They consolidate every signal across every location, whether it lives in Birdeye or one of your 3,000+ integrations; reason with your brand voice and industry context; and act — together — to drive the outcome. So one review, one campaign, one missed call becomes a finished outcome, not a task sitting in a dashboard. Enterprise-Ready → Built for Scale SSO, audit logging, HIPAA, SOC 2, and GDPR. Role-based access, tiered approvals, and location-level reporting give corporate and local teams the control they need. So you stay in control while AI handles execution across hundreds of locations. With teams across the U.S., U.K., Australia, and India, Birdeye is redefining how enterprises win locally at scale.

Average Rating: 4.7/5.0

Total Reviews: 4,097

How Do G2 Users Rate Birdeye?

Has the product been a good partner in doing business?: 9.4/10 (Category avg: 9.1/10)
Customer Effort Score (CES): 8.7/10 (Category avg: 8.1/10)
Customer Satisfaction (CSAT) Score: 8.9/10 (Category avg: 8.6/10)
Net Promoter Score (NPS): 8.7/10 (Category avg: 8.7/10)

Who Is the Company Behind Birdeye?

Seller: Birdeye
Company Website:
Year Founded: 2012
HQ Location: Palo Alto, CA
Twitter: @BirdEye_
5,232 Twitter followers
LinkedIn® Page: www.linkedin.com
1,442 employees on LinkedIn®

Who Uses This Product?

Who Uses This: Owner, Marketing Manager
Top Industries: Hospital & Health Care, Real Estate
Company Size: 47% Small, 34% Medium

What Do G2 Reviewers Say About Birdeye?

AI-generated summary from verified user reviews

Pros

Users value the ease of use of Birdeye, appreciating its intuitive navigation and efficient support team.
Users appreciate the efficiency in managing reviews with Birdeye, making feedback response quick and streamlined.
Users appreciate the efficiency in review management offered by Birdeye, streamlining customer feedback in one platform.
Users appreciate the fast and responsive customer support provided by Birdeye, enhancing their overall experience.
Users appreciate the centralized platform of Birdeye, simplifying patient engagement and reputation management efficiently.

Cons

Users feel the lack of missing features limits Birdeye's potential, wishing for more reports and integrations.
Users notice the need for improvement in the AI chatbot, as it struggles with complex queries and implementation issues.
Users find the dashboard challenging to navigate, especially when managing multiple locations and utilizing the search function.
Users experience a noticeable learning curve with Birdeye, especially when navigating its features initially.
Users note that Birdeye has limited features for review management, impacting the effectiveness of customer interactions.

What Are Recent G2 Reviews of Birdeye?

"Perfect for Multi-Location Social Management"

Rating: 4.5/5.0 stars

— Jonathan W.

Product	Best for	User Review
Birdeye 4.7/5(4,228)	Multi-location reputation and review automation	"Connect with customers, grow reviews, and manage feedback with Birdeye."
Reputation 4.5/5(2,469)	Centralized multi-location review and sentiment intelligence	"Visually pleasing & streamlined process. No complaints"
QuestionPro 4.5/5(1,156)	Multi-stakeholder feedback collection with branching analytics	"A True Research Partner with Fast, Responsive Support"
Qualtrics Market Research 4.4/5(3,018)	End-to-end survey research with integrated analytics	"Very useful for Wellness Surveys, Feedback Collection and Research Work"
Resonate CX 4.6/5(508)	Multi-location verbatim-to-action with closed-loop NPS	"Resonate Feedback"
Microsoft Dynamics 365 Customer Voice 4.5/5(17)	Microsoft-native triggered surveys with Power Automate workflows	"D365 Customer Voice - good product"
Experience.com 4.8/5(400)	Automated post-closing review collection and syndication	"Effortless Survey Responses with Helpful AI Follow-Ups"
Medallia Customer Experience 4.5/5(210)	Cross-touchpoint VOC with closed-loop text analytics	"A Powerful Platform to Centralize and Act on Customer Feedback"
AskNicely 4.7/5(1,051)	Automated closed-loop NPS surveying with CRM triggers	"A Game-Changer for Customer Feedback - AskNicely Earns Five Stars!"

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Category Stats (Sep 2026)

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G2 Grid® for Experience Management Software

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