# Cross-CX vs Qualtrics Customer Experience Comparison --- ## AI Generated Summary - **G2 reviewers report** that Qualtrics Customer Experience excels in providing a comprehensive platform for capturing customer feedback across multiple channels. Users appreciate the ability to gather insights from emails, surveys, SMS, and social media, all consolidated in one place, which enhances decision-making. - **Users say** that Cross-CX offers a user-friendly interface that simplifies customer management. Reviewers highlight its effectiveness in improving communication through phone calls and social media, making it a practical choice for small businesses looking to streamline their customer relationship processes. - **According to verified reviews** , Qualtrics Customer Experience stands out for its robust dashboard and reporting tools, which provide clear and actionable insights. Users find the variety of options available for data collection particularly useful, allowing them to tailor their approach to meet specific needs. - **Reviewers mention** that while Cross-CX is praised for its monitoring capabilities across various channels, it may not offer the same depth of features as Qualtrics. Users appreciate the ease of multi-channel communication, but some feel that the platform could benefit from additional functionalities to enhance its overall effectiveness. - **G2 reviewers highlight** that Qualtrics Customer Experience has a higher overall satisfaction score, reflecting its strong market presence and user trust. With a significant number of reviews, users feel confident in the platform's ability to meet their needs, especially in enterprise settings. - **Users report** that Cross-CX has a positive outlook on product direction, with many noting that the tool is continuously improving. This adaptability is seen as a strength, particularly for contact centers looking for a solution that evolves with their requirements. | | Cross-CX | Qualtrics Customer Experience | |---|---|---| | **Star Rating** | 4.5 out of 5 | 4.3 out of 5 | | **Total Reviews** | 10 | 751 | | **Largest Market Segment** | Mid-Market (50.0% of reviews) | Enterprise (51.5% of reviews) | | **Entry Level Price** | No pricing available | Contact Us | --- ## Top Pros & Cons ### Cross-CX **Not enough data** ### Qualtrics Customer Experience Pros: - Ease of Use (18 reviews) - Analytics (14 reviews) Cons: - Complexity (7 reviews) - Improvement Needed (7 reviews) --- ## Ratings Comparison | Rating | Cross-CX | Qualtrics Customer Experience | |---|---|---| | **Meets Requirements** | 9.7 (5 reviews) | 8.6 (602 reviews) | | **Ease of Use** | 9.3 (5 reviews) | 8.4 (605 reviews) | | **Ease of Setup** | Not enough data | 7.6 (362 reviews) | | **Ease of Admin** | Not enough data | 7.9 (349 reviews) | | **Quality of Support** | 9.7 (5 reviews) | 8.5 (569 reviews) | | **Has the product been a good partner in doing business?** | Not enough data | 8.5 (341 reviews) | | **Product Direction (% positive)** | 10.0 (5 reviews) | 8.6 (579 reviews) | --- ## Pricing ### Cross-CX #### Entry-Level Pricing No pricing available #### Free Trial No information available ### Qualtrics Customer Experience #### Entry-Level Pricing Plan: Frontline Care Price: Contact Us Description: Best for customer experience and contact center leaders who want to retain and upsell more customers Key Features: - Contact Center Analytics - Quality Management and Compliance (add-on) - Real-Time Agent Productivity (add-on) [Browse all 4 editions](https://www.g2.com/products/qualtrics-customer-experience/pricing) #### Free Trial No --- ## Features Comparison By Category ### Social Media Analytics | Product | Score | Reviews | |---|---|---| | **Cross-CX** | N/A | N/A | | **Qualtrics Customer Experience** | 8.3/10 | 86 | #### Social Analytics | Feature | Cross-CX | Qualtrics Customer Experience | |---|---|---| | **Competitor Analysis** | Not enough data | 8.2 (59 reviews) | | **Follower Analysis** | Not enough data | 8.2 (65 reviews) | | **Post Performance** | Not enough data | 8.5 (68 reviews) | | **Paid Campaign Tracking** | Not enough data | Not enough data | | **Attribution** | Not enough data | Not enough data | | **Hashtag Analytics** | Not enough data | Not enough data | | **Sentiment Analysis** | Not enough data | Not enough data | #### Reports & Dashboards | Feature | Cross-CX | Qualtrics Customer Experience | |---|---|---| | **Report Customizability** | Not enough data | 8.2 (72 reviews) | | **Report Exporting** | Not enough data | 8.2 (73 reviews) | | **Scalability** | Not enough data | 8.3 (71 reviews) | | **White Label** | Not enough data | Not enough data | #### Agentic AI - Social Media Analytics | Feature | Cross-CX | Qualtrics Customer Experience | |---|---|---| | **Autonomous Task Execution** | Not enough data | Not enough data | | **Cross-system Integration** | Not enough data | Not enough data | | **Adaptive Learning** | Not enough data | Not enough data | | **Proactive Assistance** | Not enough data | Not enough data | | **Decision Making** | Not enough data | Not enough data | ### Contact Center Quality Assurance | Product | Score | Reviews | |---|---|---| | **Cross-CX** | N/A | N/A | | **Qualtrics Customer Experience** | 8.8/10 | 44 | #### Quality Assurance | Feature | Cross-CX | Qualtrics Customer Experience | |---|---|---| | **Evaluation** | Not enough data | 9.1 (37 reviews) | | **Calibration** | Not enough data | 8.8 (36 reviews) | | **Reports** | Not enough data | 8.4 (38 reviews) | #### Engagement | Feature | Cross-CX | Qualtrics Customer Experience | |---|---|---| | **Feedback** | Not enough data | 8.4 (39 reviews) | | **Dashboards** | Not enough data | 8.8 (39 reviews) | | **Training** | Not enough data | 8.7 (35 reviews) | #### Performance | Feature | Cross-CX | Qualtrics Customer Experience | |---|---|---| | **Integrations** | Not enough data | 8.7 (34 reviews) | | **Compliance** | Not enough data | 9.3 (35 reviews) | #### Generative AI | Feature | Cross-CX | Qualtrics Customer Experience | |---|---|---| | **AI Text Generation** | Not enough data | Not enough data | | **AI Text Summarization** | Not enough data | Not enough data | ### Experience Management | Product | Score | Reviews | |---|---|---| | **Cross-CX** | N/A | N/A | | **Qualtrics Customer Experience** | 8.4/10 | 138 | #### Analytics | Feature | Cross-CX | Qualtrics Customer Experience | |---|---|---| | **Net Promoter Score (NPS)** | Not enough data | 9.1 (111 reviews) | | **Customer Satisfaction (CSAT) Score** | Not enough data | 8.9 (109 reviews) | | **Customer Effort Score (CES)** | Not enough data | 8.8 (105 reviews) | | **Gamification** | Not enough data | 7.7 (60 reviews) | #### Customization | Feature | Cross-CX | Qualtrics Customer Experience | |---|---|---| | **Stakeholder Management** | Not enough data | 8.4 (94 reviews) | | **Multilanguage Support** | Not enough data | 8.4 (101 reviews) | | **Multiple Branding Support** | Not enough data | 8.6 (94 reviews) | | **Vertical-specific Solutions** | Not enough data | 8.4 (91 reviews) | #### Generative AI | Feature | Cross-CX | Qualtrics Customer Experience | |---|---|---| | **AI Text Generation** | Not enough data | 8.3 (11 reviews) | | **AI Text Summarization** | Not enough data | 7.7 (11 reviews) | #### Agentic AI - Experience Management | Feature | Cross-CX | Qualtrics Customer Experience | |---|---|---| | **Autonomous Task Execution** | Not enough data | Not enough data | | **Cross-system Integration** | Not enough data | 8.0 (5 reviews) | | **Natural Language Interaction** | Not enough data | Not enough data | | **Proactive Assistance** | Not enough data | Not enough data | ### Feedback Analytics | Product | Score | Reviews | |---|---|---| | **Cross-CX** | N/A | N/A | | **Qualtrics Customer Experience** | 8.3/10 | 132 | #### Feedback Management | Feature | Cross-CX | Qualtrics Customer Experience | |---|---|---| | **Tagging** | Not enough data | 8.3 (92 reviews) | | **Segmentation** | Not enough data | 8.6 (99 reviews) | | **Custom Reports and Dashboards** | Not enough data | 8.3 (118 reviews) | #### Feedback Analysis | Feature | Cross-CX | Qualtrics Customer Experience | |---|---|---| | **Thematic Analysis** | Not enough data | 8.3 (102 reviews) | | **Sentiment Analysis** | Not enough data | 8.3 (104 reviews) | | **NPS/CSAT Scoring** | Not enough data | 8.7 (103 reviews) | #### Feedback Sources | Feature | Cross-CX | Qualtrics Customer Experience | |---|---|---| | **Online Reviews** | Not enough data | 8.3 (94 reviews) | | **Surveys** | Not enough data | 9.0 (121 reviews) | | **Social Media** | Not enough data | 8.4 (82 reviews) | | **Customer Service Channels** | Not enough data | 8.7 (85 reviews) | #### Generative AI | Feature | Cross-CX | Qualtrics Customer Experience | |---|---|---| | **AI Text Generation** | Not enough data | 7.7 (10 reviews) | | **AI Text Summarization** | Not enough data | 7.5 (10 reviews) | ### Social Media Listening Tools | Product | Score | Reviews | |---|---|---| | **Cross-CX** | N/A | N/A | | **Qualtrics Customer Experience** | 7.8/10 | 97 | #### Monitoring & Listening | Feature | Cross-CX | Qualtrics Customer Experience | |---|---|---| | **Social Measurement** | Not enough data | 8.4 (82 reviews) | | **Influencer Identification** | Not enough data | 7.7 (72 reviews) | | **Brand Monitoring** | Not enough data | Not enough data | | **Keyword Tracking** | Not enough data | Not enough data | | **Trend Analysis** | Not enough data | Not enough data | | **Competitor Analysis** | Not enough data | Not enough data | #### Agentic AI - Social Media Listening Tools | Feature | Cross-CX | Qualtrics Customer Experience | |---|---|---| | **Autonomous Task Execution** | Not enough data | Not enough data | | **Cross-system Integration** | Not enough data | Not enough data | | **Adaptive Learning** | Not enough data | Not enough data | | **Proactive Assistance** | Not enough data | Not enough data | | **Decision Making** | Not enough data | Not enough data | #### Data Management & Analysis | Feature | Cross-CX | Qualtrics Customer Experience | |---|---|---| | **Sentiment Analysis** | Not enough data | 7.2 (81 reviews) | | **Social Reporting** | Not enough data | 7.8 (83 reviews) | | **Alerts and Notifications** | Not enough data | Not enough data | | **Advanced Data Filtering** | Not enough data | Not enough data | ### Proactive Customer Retention | Product | Score | Reviews | |---|---|---| | **Cross-CX** | N/A | N/A | | **Qualtrics Customer Experience** | 8.7/10 | 48 | #### Platform | Feature | Cross-CX | Qualtrics Customer Experience | |---|---|---| | **Health Score** | Not enough data | 8.5 (45 reviews) | | **Customer Profiles** | Not enough data | 9.1 (45 reviews) | | **Notifications** | Not enough data | 8.9 (45 reviews) | #### Predictions | Feature | Cross-CX | Qualtrics Customer Experience | |---|---|---| | **Service Quality Assurance** | Not enough data | 8.9 (44 reviews) | | **Analytics** | Not enough data | 8.7 (45 reviews) | | **Revenue Impact** | Not enough data | Feature Not Available | | **Artificial Intelligence** | Not enough data | 8.4 (44 reviews) | | **Sentiment** | Not enough data | 8.9 (46 reviews) | | **Retention** | Not enough data | 8.7 (46 reviews) | #### Generative AI | Feature | Cross-CX | Qualtrics Customer Experience | |---|---|---| | **AI Text Generation** | Not enough data | 8.5 (8 reviews) | | **AI Text Summarization** | Not enough data | 8.8 (8 reviews) | ### Social Customer Service | Product | Score | Reviews | |---|---|---| | **Cross-CX** | N/A | N/A | | **Qualtrics Customer Experience** | 8.4/10 | 157 | #### Generative AI | Feature | Cross-CX | Qualtrics Customer Experience | |---|---|---| | **AI Text Generation** | Not enough data | Not enough data | | **AI Text Summarization** | Not enough data | Not enough data | #### Process | Feature | Cross-CX | Qualtrics Customer Experience | |---|---|---| | **Mentions** | Not enough data | 8.7 (133 reviews) | | **Tickets** | Not enough data | 8.3 (97 reviews) | | **Macros** | Not enough data | 8.4 (73 reviews) | #### Channels | Feature | Cross-CX | Qualtrics Customer Experience | |---|---|---| | **Email** | Not enough data | 8.5 (67 reviews) | | **Social** | Not enough data | 8.8 (136 reviews) | | **Live Chat** | Not enough data | Feature Not Available | | **Phone** | Not enough data | Feature Not Available | | **Text** | Not enough data | 8.2 (51 reviews) | #### Insight | Feature | Cross-CX | Qualtrics Customer Experience | |---|---|---| | **Surveys** | Not enough data | 8.3 (69 reviews) | | **Reporting** | Not enough data | 8.3 (123 reviews) | | **Visitor Activity** | Not enough data | 8.1 (50 reviews) | | **Help Desk** | Not enough data | Feature Not Available | ### SAP Store | Product | Score | Reviews | |---|---|---| | **Cross-CX** | N/A | N/A | | **Qualtrics Customer Experience** | N/A | N/A | #### Agentic AI - SAP Store | Feature | Cross-CX | Qualtrics Customer Experience | |---|---|---| | **Autonomous Task Execution** | Not enough data | Not enough data | | **Multi-step Planning** | Not enough data | Not enough data | | **Cross-system Integration** | Not enough data | Not enough data | | **Adaptive Learning** | Not enough data | Not enough data | | **Natural Language Interaction** | Not enough data | Not enough data | | **Proactive Assistance** | Not enough data | Not enough data | | **Decision Making** | Not enough data | Not enough data | ### Genesys AppFoundry Marketplace | Product | Score | Reviews | |---|---|---| | **Cross-CX** | N/A | N/A | | **Qualtrics Customer Experience** | N/A | N/A | #### Agentic AI - Genesys AppFoundry Marketplace | Feature | Cross-CX | Qualtrics Customer Experience | |---|---|---| | **Autonomous Task Execution** | Not enough data | Not enough data | | **Cross-system Integration** | Not enough data | Not enough data | | **Adaptive Learning** | Not enough data | Not enough data | | **Natural Language Interaction** | Not enough data | Not enough data | | **Proactive Assistance** | Not enough data | Not enough data | | **Decision Making** | Not enough data | Not enough data | --- ## Categories **Shared Categories (1):** [Contact Center Quality Assurance Software](https://www.g2.com/categories/contact-center-quality-assurance) **Unique to Qualtrics Customer Experience (8):** [Proactive Customer Retention Software](https://www.g2.com/categories/proactive-customer-retention), [Feedback Analytics Software](https://www.g2.com/categories/feedback-analytics), [Genesys AppFoundry Marketplace](https://www.g2.com/categories/genesys-appfoundry-marketplace), [SAP Store Software](https://www.g2.com/categories/sap-store), [Experience Management Software](https://www.g2.com/categories/experience-management), [Social Customer Service Software](https://www.g2.com/categories/social-customer-service), [Social Media Analytics Software](https://www.g2.com/categories/social-media-analytics), [Social Media Listening Tools](https://www.g2.com/categories/social-media-listening-tools) --- ## Reviewer Demographics ### By Company Size | Segment | Cross-CX | Qualtrics Customer Experience | |---|---|---| | **Small-Business** | 30.0% | 12.7% | | **Mid-Market** | 50.0% | 35.8% | | **Enterprise** | 20.0% | 51.5% | ### By Industry #### Cross-CX - **Information Technology and Services:** 20.0% - **Wholesale:** 10.0% - **Outsourcing/Offshoring:** 10.0% - **Marketing and Advertising:** 10.0% - **Insurance:** 10.0% - **Electrical/Electronic Manufacturing:** 10.0% - **Design:** 10.0% - **Consumer Electronics:** 10.0% - **Automotive:** 10.0% #### Qualtrics Customer Experience - **Information Technology and Services:** 10.4% - **Higher Education:** 6.9% - **Computer Software:** 5.3% - **Marketing and Advertising:** 5.3% - **Education Management:** 5.3% - **Telecommunications:** 4.4% - **Financial Services:** 4.2% - **Insurance:** 3.3% - **Market Research:** 2.8% - **Banking:** 2.8% - **Other:** 49.3% --- ## Alternatives ### Alternatives to Cross-CX - [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) — 4.4/5 stars (7331 reviews) - [Talkdesk](https://www.g2.com/products/talkdesk/reviews) — 4.4/5 stars (2504 reviews) - [JustCall](https://www.g2.com/products/saas-labs-justcall/reviews) — 4.3/5 stars (2385 reviews) - [CloudTalk](https://www.g2.com/products/cloudtalk/reviews) — 4.4/5 stars (1841 reviews) - [NiCE CXone](https://www.g2.com/products/nice-cxone/reviews) — 4.3/5 stars (1730 reviews) - [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) — 4.4/5 stars (1548 reviews) - [GoTo Connect](https://www.g2.com/products/goto-connect/reviews) — 4.4/5 stars (1415 reviews) - [Playvox Quality Management](https://www.g2.com/products/playvox-quality-management/reviews) — 4.8/5 stars (1163 reviews) - [Invoca](https://www.g2.com/products/invoca/reviews) — 4.5/5 stars (967 reviews) - [Aloware](https://www.g2.com/products/aloware/reviews) — 4.1/5 stars (827 reviews) ### Alternatives to Qualtrics Customer Experience - [Reputation](https://www.g2.com/products/reputation/reviews) — 4.6/5 stars (2469 reviews) - [Birdeye](https://www.g2.com/products/birdeye/reviews) — 4.7/5 stars (4064 reviews) - [InMoment Experience Improvement (XI) Platform](https://www.g2.com/products/inmoment-experience-improvement-xi-platform/reviews) — 4.7/5 stars (319 reviews) - [Medallia Customer Experience](https://www.g2.com/products/medallia-customer-experience/reviews) — 4.5/5 stars (206 reviews) - [SurveyMonkey](https://www.g2.com/products/surveymonkey/reviews) — 4.4/5 stars (23548 reviews) - [AskNicely](https://www.g2.com/products/asknicely/reviews) — 4.7/5 stars (1050 reviews) - [Gainsight Customer Success](https://www.g2.com/products/gainsight-customer-success/reviews) — 4.5/5 stars (1736 reviews) - [Forsta](https://www.g2.com/products/forsta/reviews) — 4.2/5 stars (335 reviews) - [QuestionPro](https://www.g2.com/products/questionpro/reviews) — 4.5/5 stars (1139 reviews) - [SurveySparrow](https://www.g2.com/products/surveysparrow/reviews) — 4.4/5 stars (2063 reviews) --- ## Top Discussions ### Cross-CX No discussions available for this product. ### Qualtrics Customer Experience - Title: [How do other school districts use the platform? We are always looking for ways to improve our use.](https://www.g2.com/discussions/15011-how-do-other-school-districts-use-the-platform-we-are-always-looking-for-ways-to-improve-our-use) — 3 comments, 1 upvote > **Top comment:** "@shawnwigg on Twitter is an excellent resource on this use case" - Title: [What does qualtrics software do?](https://www.g2.com/discussions/what-does-qualtrics-software-do) — 1 comment > **Top comment:** "It acts an listening agent where you an build, collect and organise data and gain insights out of the visualised data. Provides the summary for next..." - Title: [Is qualtrics a CRM?](https://www.g2.com/discussions/is-qualtrics-a-crm) — 1 comment > **Top comment:** "Not exactly. Though it can be integrated with a lot of CRMs but Qualtrics is a survey tool and helps to collect data and provide feedback. Not a CRM system. " - Title: [What is a customer experience platform?](https://www.g2.com/discussions/what-is-a-customer-experience-platform) — 1 comment, 1 upvote > **Top comment:** "good work " - Title: [What is qualtrics CX?](https://www.g2.com/discussions/what-is-qualtrics-cx) — 1 comment > **Top comment:** "It is their branded name for Customer eXperience, it is a series of tools and automations that allows you to collect and act on data" --- **Source:** [G2.com](https://www.g2.com) | [Comparison Page](https://www.g2.com/compare/cross-cx-vs-qualtrics-customer-experience)