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.

Page 2 | Best Experience Management Software: User Reviews from October 2026

Great Recruiters

Great Recruiters is a specialized feedback and review platform designed specifically for staffing firms to enhance their recruitment processes and brand reputation. This innovative solution enables organizations to gather real-time feedback from candidates and clients, providing valuable insights into the performance of their recruiters and overall organizational effectiveness. By leveraging this data, staffing firms can identify areas for improvement, celebrate successes, and ultimately maximize the potential of their workforce. The target audience for Great Recruiters includes staffing agencies and recruitment firms looking to improve their operational efficiency and client satisfaction. In an industry where reputation and referrals are critical, having a system that facilitates immediate feedback can significantly influence a firm’s ability to attract top talent and maintain strong client relationships. The platform serves various use cases, such as enhancing recruiter performance, increasing candidate engagement, and building a positive brand image through authentic testimonials. Key features of Great Recruiters include real-time reviews, customizable feedback requests, and comprehensive analytics. Users can easily solicit feedback from candidates and clients after interactions, ensuring that insights are timely and relevant. The platform also provides analytics tools that allow staffing firms to track performance metrics over time, helping them make data-driven decisions to enhance their recruitment strategies. Additionally, the ability to showcase positive reviews and testimonials on various platforms can help firms stand out in a competitive market. By utilizing Great Recruiters, staffing firms can significantly improve their return on investment (ROI) by fostering a culture of continuous improvement and accountability. The insights gained from real-time feedback can lead to enhanced recruiter training programs, better candidate experiences, and ultimately, higher placement rates. Furthermore, the platform’s emphasis on building a strong reputation through authentic reviews can lead to increased referrals, further driving growth and success for staffing organizations. Overall, Great Recruiters offers a comprehensive solution that empowers staffing firms to elevate their brand and operational effectiveness in a dynamic industry.

Average Rating: 4.9/5.0

Total Reviews: 166

How Do G2 Users Rate Great Recruiters?

Has the product been a good partner in doing business?: 9.9/10 (Category avg: 9.2/10)
Customer Effort Score (CES): 9.3/10 (Category avg: 8.2/10)
Customer Satisfaction (CSAT) Score: 9.7/10 (Category avg: 8.7/10)
Net Promoter Score (NPS): 9.6/10 (Category avg: 8.8/10)

Who Is the Company Behind Great Recruiters?

Seller: Great Recruiters
Year Founded: 2017
HQ Location: Troy, Michigan
Twitter: @great_recruiter
324 Twitter followers
LinkedIn® Page: www.linkedin.com
13 employees on LinkedIn®

Who Uses This Product?

Who Uses This: Recruiter, Technical Recruiter
Top Industries: Staffing and Recruiting, Hospital & Health Care
Company Size: 47% Medium, 47% Small

What Do G2 Reviewers Say About Great Recruiters?

AI-generated summary from verified user reviews

Pros

Users find Great Recruiters to be most helpful in improving service and boosting team morale through valuable feedback.
Users value the ease of use of Great Recruiters, enhancing their recruitment experience and accountability.
Users find real-time feedback collection invaluable for enhancing recruitment processes and boosting team morale.
Users appreciate the valuable real-time feedback from candidates, enhancing the hiring process and boosting team morale.
Users value the outstanding customer support from Great Recruiters, enhancing their recruitment process and candidate experience.

Cons

Users desire missing features like search capabilities, ATS integration, and improved review handling for enhanced usability.
Users find the verification issues frustrating, especially when great reviews remain unverified, impacting credibility.
Users find the timing of review requests problematic, as it can lead to inaccurate and unconstructive feedback.
Users note that the timing of review requests needs improvement to ensure more accurate feedback and engagement.
Users find the review process of Great Recruiters to be not intuitive, leading to frustration and confusion.

What Are Recent G2 Reviews of Great Recruiters?

"Incredibly Easy to Use—Great for Morale and Brand Awareness"

Rating: 5.0/5.0 stars

— Sierra R.

Best Experience Management Software - Page 2

How Many Experience Management Software Products Does G2 Track?

Category Stats (Oct 2026)

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G2 Grid® for Experience Management Software

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