Experience management (XM) software collects feedback and experience signals from defined audiences, turns them into actionable insights, and supports follow-up actions that resolve individual issues and address root causes. These platforms gather solicited feedback through surveys distributed via email, SMS, web, in-app, QR codes, kiosks, and IVR, as well as unsolicited signals from support tickets, chat and call transcripts, public reviews, and social media. They provide analytics dashboards that make feedback data accessible to stakeholders across an organization and use AI to identify root causes, detect anomalies, and flag churn or escalation risks. Some products also offer gamification features or agent-based scoring to encourage employees to act on insights.
Experience management solutions support a range of use cases, including customer experience (CX), employee experience (EX), B2B account experience, digital and product experience, and market research. CX programs support NPS, CSAT, and CES measurement, service recovery, detractor follow-up, churn prevention, and journey drop-off analysis. EX programs cover employee engagement, onboarding, and exit feedback. Digital and product experience programs collect in-product feedback to inform roadmap and usability decisions. B2B account experience solutions collect client feedback and surface insights for sales and customer success teams. Market research solutions may also include features such as research panels for surveying target audiences.
Experience management overlaps significantly with enterprise feedback management (EFM) and survey software, and the three categories are mutually exclusive on G2. Survey software provides the foundation for question creation, distribution, response collection, and reporting. EFM software builds on these capabilities with business-focused features such as NPS and CX metric calculation, CRM integrations, feedback-triggered alerts, role- and department-based permissions, and organization-wide analysis. Experience management builds on EFM further, with closed-loop action as a key differentiator: creating a case tied to an individual respondent’s feedback, assigning an owner and status, tracking resolution, and providing analytics to identify broader issues and improvements at scale.
To qualify for inclusion in the Experience Management category, a product must:
- Capture experience feedback at scale through native survey creation and multichannel distribution, or by ingesting unsolicited feedback signals such as support tickets, call and chat transcripts, reviews, and social media posts
- Ingest feedback from multiple source types and connect with external data repositories such as CRM, help desk, product analytics, and data warehouse systems
- Analyze and segment experience data across touchpoints, journey stages, and respondent groups
- Deliver relevant, real-time feedback insights to stakeholders through dashboards, alerts, and scheduled reports, with permissions that restrict data access by user, team, or department
- Provide multidirectional communication capabilities that allow stakeholders to respond to feedback, escalate issues, or share insights with leadership
- Facilitate closed-loop actions based on respondent feedback and sentiment
- Not be categorized in the Enterprise Feedback Management or Survey software categories; products must provide broader experience management capabilities beyond standalone survey or enterprise feedback management functionality
