# Best Experience Management Software with Customer Experience Capabilities *By [Jeffrey Lin](https://research.g2.com/insights/author/jeffrey-lin)* Experience management software consolidates feedback from a specific, target audience and delivers actionable insights and follow-up steps to close the loop. Experience management solutions build on the features provided by [survey software](https://www.g2.com/categories/survey) and [enterprise feedback management software](https://www.g2.com/categories/enterprise-feedback-management) by adding functionality that enables businesses to plan and take informed actions based on received feedback. Specifically, these tools deploy analytics dashboards for feedback data that is viewable by stakeholders across an organization. Some products will also provide gamification features or agent-based scoring metrics to incentivize employees to leverage insights offered by the platform. Experience management solutions can be leveraged for different use cases across a business, including customer experience (CX), B2B account experience, product experience, and market research. Though most offerings specialize in only one use case, some products will target multiple groups of respondents and allow businesses to segment their audiences. Products that specialize in CX collect customer feedback and deploy insights to frontline employees who can execute closed-loop actions based on that feedback. Products designed for B2B account experience collect client feedback and deliver insights to sales or customer success teams. Product experience solutions help product management teams collect and analyze feedback about their customers’ experiences with a product. Finally, market research solutions provide special features like research panels to enable businesses to survey their target audience. Experience management software offers the survey development and implementation features provided by survey products and the business-focused analytics features provided by enterprise feedback management solutions. Experience management tools differ from survey and enterprise feedback management tools because they offer additional features that allow for closed-loop actions to follow up on feedback. Based on the stacking nature of these groups of products, the Experience Management, Enterprise Feedback Management, and Survey categories are mutually exclusive to provide clarity to the exact feature sets provided by each type of software solution. To qualify for inclusion in the Experience Management category, a product must: - Provide all the features of an enterprise feedback management solution - Connect with other repositories of data - Analyze and segment experience data across all points in the customer journey - Deliver relevant, real-time insights from feedback to relevant stakeholders - Provide multidirectional communication channels to allow stakeholders to respond to feedback or share it with leadership - Facilitate closed-loop action items based on respondent sentiment ## 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 (3,997 reviews) | Multi-location reputation and review automation | "[Centralized Citation Management with Superior Sync](https://www.g2.com/survey_responses/birdeye-review-12013597)" | | 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:** 126 ### Category Stats (Jul 2026) - **Average Rating**: 4.52/5 (↑0.02 vs Jun 2026) The average rating of products in this category, based on all submitted ratings - **Top Trending Product**: TheySaid (+0.5%) - Among all products in this category, TheySaid recorded the largest rating increase compared to last month *Last updated: July 02, 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 - 126+ 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. --- **Sponsored** ### Conveo Conveo is a cutting-edge qualitative research platform that leverages artificial intelligence to provide users with scalable insights. Designed for research, user experience (UX), and insights teams, Conveo transforms the traditional qualitative research process by offering an always-on AI interviewer that can operate across various markets, languages, and demographic segments. This innovative approach allows organizations to gather deep insights in a matter of days rather than weeks, streamlining the research process and enhancing decision-making capabilities. Targeted at professionals involved in product launches, concept refinement, and behavioral exploration, Conveo caters to a diverse range of users, from solo researchers to large enterprise insight teams. The platform is particularly beneficial for those who require quick access to qualitative data without sacrificing depth or quality. By facilitating dynamic, real-time conversations that adapt to the respondent's input, Conveo ensures that interviews feel natural and engaging, eliminating the constraints of traditional scripted formats. One of the standout features of Conveo is its global reach, enabling users to conduct multilingual and asynchronous interviews without the logistical challenges typically associated with scheduling and moderation. This capability allows teams to gather insights from a broader audience, enhancing the richness of the data collected. Additionally, Conveo's multimodal analysis engine goes beyond simple transcription, automatically interpreting tone, facial expressions, and emotional nuances, providing a more comprehensive understanding of respondent feedback. The platform also features auto-summarized dashboards that convert raw interview data into structured insights, including themes, quotes, clips, and charts, all without the need for manual synthesis. This functionality not only saves time but also produces board-ready insights that are easily digestible for stakeholders. Furthermore, the Ask-Anything Repository allows users to search through past research effortlessly, enabling teams to retrieve relevant insights quickly and effectively, thereby acting as a collective memory for qualitative research. Conveo is built to support modern research teams, offering flexibility for both quick studies and extensive global research projects. Users can either start from scratch or utilize the AI Designer to create methodologically sound discussion guides in minutes. Trusted by leading organizations such as Unilever, General Mills, Instacart, and AB InBev, Conveo stands out not just for its automation capabilities, but for the strategic time it frees up for teams to focus on higher-level analysis and insights. For those looking to elevate their qualitative research efforts and achieve scalable insights, Conveo presents a compelling solution. [Visit website](https://www.g2.com/external_clickthroughs/record?secure%5Bad_program%5D=ppc&secure%5Bad_slot%5D=category_product_list&secure%5Bcategory_id%5D=2378&secure%5Bchosen_at%5D=2026-07-02T19%3A14%3A03Z&secure%5Bdisplayable_resource_id%5D=1379&secure%5Bdisplayable_resource_type%5D=Category&secure%5Bmedium%5D=sponsored&secure%5Bplacement_reason%5D=neighbor_category&secure%5Bplacement_resource_ids%5D%5B%5D=1379&secure%5Bprioritized%5D=false&secure%5Bproduct_id%5D=1459085&secure%5Bresource_id%5D=2378&secure%5Bresource_type%5D=Category&secure%5Bsource_type%5D=category_page&secure%5Bsource_url%5D=https%3A%2F%2Fwww.g2.com%2Fcategories%2Fexperience-management&secure%5Btoken%5D=6db1aa4bd0956ba637a097cebba60a252f60a7aa436b3ce18b0eba0303f70c52&secure%5Burl%5D=https%3A%2F%2Fconveo.ai%2Fbook-a-demo%3Futm_source%3Dg2%26utm_medium%3Dreferral%26utm_campaign%3Dreferral-g2-sponsored-jun26&secure%5Burl_type%5D=custom_url) --- ## What Are the Top-Rated Experience Management Software Products in 2026? ### 1. [HappyOrNot](https://www.g2.com/products/happyornot/reviews) HappyOrNot is a customer feedback insights solution that helps companies improve operational excellence and business performance, instantly and over time. Our range of easy-to-use feedback-collecting Smileys, analytics, and reporting helps companies make informed decisions based on real-time, continuous data. Know how you're doing, what works (and what doesn't), and when and where to improve. Additional Success services included, such as onboarding, customer support, Help Center, and more. **Average Rating:** 3.7/5.0 **Total Reviews:** 3 **How Do G2 Users Rate HappyOrNot?** - **Has the product been a good partner in doing business?:** 5.0/10 (Category avg: 9.1/10) **Who Is the Company Behind HappyOrNot?** - **Seller:** [HappyOrNot Ltd](https://www.g2.com/sellers/happyornot-ltd) - **Year Founded:** 2009 - **HQ Location:** Tampere, FI - **Twitter:** @happyornotcom (1,343 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/happyornot-ltd- (82 employees on LinkedIn®) **Who Uses This Product?** - **Company Size:** 67% Small-Business, 33% Mid-Market #### What Are Recent G2 Reviews of HappyOrNot? **"[Simple Yet Effective](https://www.g2.com/survey_responses/happyornot-review-744471)"** **Rating:** 4.5/5.0 stars *— Katie S.* [Read full review](https://www.g2.com/survey_responses/happyornot-review-744471) --- **"[Happy or Not gave us valuable insight about our employees.](https://www.g2.com/survey_responses/happyornot-review-4284660)"** **Rating:** 5.0/5.0 stars *— Jan A.* [Read full review](https://www.g2.com/survey_responses/happyornot-review-4284660) --- #### What Are G2 Users Discussing About HappyOrNot? - [What is HappyOrNot used for?](https://www.g2.com/discussions/what-is-happyornot-used-for) ### 2. [Goodays](https://www.g2.com/products/goodays/reviews) Goodays is Europe’s leading Customer Experience & Interaction Management Platform. Founded in 2012, Goodays helps the world’s most customer-centric brands turn every piece of feedback into action — at scale and with a human touch. Unlike traditional CX platforms that focus on measurement, Goodays empowers teams across the organisation — from HQ to frontline — to act instantly on customer insights and build stronger relationships every day. Used in 32 countries by 150+ major brands such as Domino’s, SFR, Sonepar and LCL, the Goodays platform gives over 70,000 business locations and CX professionals the tools to: Collect and understand customer feedback in real time Engage in personalised, meaningful conversations with every customer Increase NPS and satisfaction, drive loyalty, and win back unhappy customers Align HQ strategies and local actions to deliver a consistent brand promise In 2024, Goodays launched Goodays Insight, a breakthrough module powered by Generative AI, that transforms millions of customer comments into actionable insights and prioritised recommendations. This innovation makes the Voice of the Customer truly actionable — enabling CX and Insights teams to focus on what matters most: impact. Whether you’re a global retailer, a restaurant franchise, or a financial services brand, Goodays is your partner for building customer-obsessed organisations — uniting measurement, action and improvement in a single European platform built for scale. **Average Rating:** 5.0/5.0 **Total Reviews:** 2 **How Do G2 Users Rate Goodays?** - **Has the product been a good partner in doing business?:** 10.0/10 (Category avg: 9.1/10) **Who Is the Company Behind Goodays?** - **Seller:** [Critizr](https://www.g2.com/sellers/critizr) - **Year Founded:** 2012 - **HQ Location:** Paris, Lille, London, FR - **LinkedIn® Page:** https://www.linkedin.com/company/1623976 (89 employees on LinkedIn®) **Who Uses This Product?** - **Company Size:** 100% Enterprise #### What Are Recent G2 Reviews of Goodays? **"[Excellent tool to measure our effectiveness](https://www.g2.com/survey_responses/goodays-review-1600813)"** **Rating:** 5.0/5.0 stars *— Camille L.* [Read full review](https://www.g2.com/survey_responses/goodays-review-1600813) --- **"[feed back on 18 months of partnership](https://www.g2.com/survey_responses/goodays-review-1621866)"** **Rating:** 5.0/5.0 stars *— Céline L.* [Read full review](https://www.g2.com/survey_responses/goodays-review-1621866) --- #### What Are G2 Users Discussing About Goodays? - [What is Critizr used for?](https://www.g2.com/discussions/what-is-critizr-used-for) ### 3. [Ombea](https://www.g2.com/products/ombea-ombea/reviews) Ombea helps you measure and improve customer and employee experience on-site and online. Capture feedback at any physical or digital touchpoint and let our state-of-the-art algorithms find the hidden pain points for you. All discoveries are neatly summarised and presented back as prioritised to-do lists. Smart alerts tell you when something needs your immediate attention, while timely reports keep you on top of pain points you need to outsmart the competition. Ombea customers cover the entire spectrum: From boutique coffee shops with a single outlet to a multinational retail conglomerate, and everything in between. No matter where you choose to stream feedback from, Ombea provides a branded and frictionless experience for the people that matter to you. As a result, you will enjoy a greater stream of responses and smarter advice. **Average Rating:** 5.0/5.0 **Total Reviews:** 4 **Who Is the Company Behind Ombea?** - **Seller:** [Ombea](https://www.g2.com/sellers/ombea) - **Year Founded:** 2009 - **HQ Location:** Stockholm, Stockholm - **Twitter:** @OMBEA (760 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/1617015/ (13 employees on LinkedIn®) **Who Uses This Product?** - **Company Size:** 125% Small-Business #### What Are Recent G2 Reviews of Ombea? **"[OMBEA always adding new featurs](https://www.g2.com/survey_responses/ombea-review-4533510)"** **Rating:** 5.0/5.0 stars *— Ross W.* [Read full review](https://www.g2.com/survey_responses/ombea-review-4533510) --- **"[A grate tool to know what your customers think about your store](https://www.g2.com/survey_responses/ombea-review-4547239)"** **Rating:** 5.0/5.0 stars *— Joseph B.* [Read full review](https://www.g2.com/survey_responses/ombea-review-4547239) --- #### What Are G2 Users Discussing About Ombea? - [What is OMBEA used for?](https://www.g2.com/discussions/what-is-ombea-used-for) ### 4. [Alterna CX](https://www.g2.com/products/alterna-cx/reviews) Alterna CX is a company that specializes in experience management software. The main business problem which Alterna CX solves is the disorganization and inefficiencies in handling the Customer Experience (CX) signals that arise from various customer interactions including surveys, text, complaints, and social and digital conversations. The company addresses this problem through its Artificial Intelligence (AI) based solution. This solution uses advanced machine learning technology to identify issues and opportunities in the vast array of CX signals, thereby helping to enhance response times and reduce manual labor. It also provides insights into the key factors that influence both the quality of the CX and customer loyalty. **Average Rating:** 4.5/5.0 **Total Reviews:** 1 **How Do G2 Users Rate Alterna CX?** - **Has the product been a good partner in doing business?:** 10.0/10 (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 Alterna CX?** - **Seller:** [Alterna CX](https://www.g2.com/sellers/alterna-cx) - **Year Founded:** 2016 - **HQ Location:** Claymont, US - **LinkedIn® Page:** http://www.linkedin.com/company/alternacx (26 employees on LinkedIn®) **Who Uses This Product?** - **Company Size:** 100% Mid-Market #### What Are Recent G2 Reviews of Alterna CX? **"[Excellent tool with an innovative team behind it](https://www.g2.com/survey_responses/alterna-cx-review-4751946)"** **Rating:** 4.5/5.0 stars *— Verified User in Management Consulting* [Read full review](https://www.g2.com/survey_responses/alterna-cx-review-4751946) --- #### What Are G2 Users Discussing About Alterna CX? - [What is Alterna CX used for?](https://www.g2.com/discussions/what-is-alterna-cx-used-for) ### 5. [Flow CX](https://www.g2.com/products/flow-cx/reviews) Flow CX is a complete end-to-end Customer Feedback Platform. Flow CX scales supports customers of all industries and sizes, from SME to Enterprise organisations. The Flow CX product suite includes many features such as: - Fully configurable Customer Surveys - Multiple channel Feedback, Email, SMS, Website, Facebook... - Complete Action management - ticketing system - Deep CRM/Database integrations - Online Review Management - Text Analysis - Customer Panels - Reporting **Average Rating:** 4.5/5.0 **Total Reviews:** 1 **How Do G2 Users Rate Flow CX?** - **Has the product been a good partner in doing business?:** 10.0/10 (Category avg: 9.1/10) **Who Is the Company Behind Flow CX?** - **Seller:** [Flow CX](https://www.g2.com/sellers/flow-cx) - **Year Founded:** 2017 - **HQ Location:** Sydney, AU - **LinkedIn® Page:** http://www.linkedin.com/company/flowcx (4 employees on LinkedIn®) **Who Uses This Product?** - **Company Size:** 100% Mid-Market #### What Are Recent G2 Reviews of Flow CX? **"[A product that delivers and a service that goes above and beyond](https://www.g2.com/survey_responses/flow-cx-review-4251208)"** **Rating:** 4.5/5.0 stars *— Matthew A.* [Read full review](https://www.g2.com/survey_responses/flow-cx-review-4251208) --- #### What Are G2 Users Discussing About Flow CX? - [What is Flow CX used for?](https://www.g2.com/discussions/flow-cx-what-is-flow-cx-used-for) - [What is Flow CX used for?](https://www.g2.com/discussions/what-is-flow-cx-used-for) ### 6. [Hello Customer](https://www.g2.com/products/hello-customer/reviews) Hello Customer is a customer feedback management and voice of customer analysis platform that helps organizations collect, organize, and analyze customer feedback from multiple sources in order to understand customer experience and support better business decisions. It belongs to the Voice of the Customer (VoC) and customer experience management software category and is used by companies that want to work with feedback at scale, especially when that feedback comes in large volumes and in free-text form. The platform is designed for CX teams, product managers, support and operations teams, and insight or research teams in industries such as retail, banking, insurance, telecommunications, and utilities. In practical use, Hello Customer is applied to scenarios such as analyzing open survey responses, reviewing support conversations, monitoring customer complaints and praise, and identifying the main drivers behind satisfaction or dissatisfaction scores. The platform combines structured data, such as ratings and scores, with unstructured data, such as written comments, and turns both into organized insights that can be shared across teams. This makes it possible for organizations to move from reading individual comments to understanding patterns, trends, and recurring issues. Key capabilities of Hello Customer include: -\> Collecting and centralizing customer feedback from surveys and external systems such as CRM, support tools, and review platforms -\> Automatically analyzing written feedback using language processing and sentiment detection to identify topics and themes -\> Connecting feedback insights to experience metrics through driver analysis and reporting Segmenting and filtering feedback by customer groups, products, regions, or other business attributes -\> Distributing insights internally to support follow-up actions and cross-team collaboration The platform is typically used as a shared system of record for customer voice data, allowing different teams to work from the same set of insights. Rather than focusing only on response volumes or isolated comments, Hello Customer supports a more structured approach to understanding what customers are saying, why they are saying it, and where organizations should focus their improvement efforts. In this way, it helps companies turn large amounts of customer feedback into information that can be reviewed, discussed, and acted on as part of everyday decision-making. **Average Rating:** 4.0/5.0 **Total Reviews:** 1 **How Do G2 Users Rate Hello Customer?** - **Customer Effort Score (CES):** 10.0/10 (Category avg: 8.1/10) - **Customer Satisfaction (CSAT) Score:** 10.0/10 (Category avg: 8.6/10) - **Net Promoter Score (NPS):** 10.0/10 (Category avg: 8.7/10) **Who Is the Company Behind Hello Customer?** - **Seller:** [Hello Customer](https://www.g2.com/sellers/hello-customer) - **Year Founded:** 2015 - **HQ Location:** Ghent, BE - **Twitter:** @Hello_Customer (439 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/insider-metrics (32 employees on LinkedIn®) **Who Uses This Product?** - **Company Size:** 100% Mid-Market #### What Are Recent G2 Reviews of Hello Customer? **"[Lots op possibilities, but lack of insights](https://www.g2.com/survey_responses/hello-customer-review-4548878)"** **Rating:** 4.0/5.0 stars *— Verified User in Financial Services* [Read full review](https://www.g2.com/survey_responses/hello-customer-review-4548878) --- #### What Are G2 Users Discussing About Hello Customer? - [What is Hello Customer used for?](https://www.g2.com/discussions/what-is-hello-customer-used-for) ### 7. [LiaCX Customer Experience Management Software](https://www.g2.com/products/liacx-customer-experience-management-software/reviews) Powered by Intouch Insight, LiaCX™ Customer Experience Management Software makes it easy to collect customer feedback, identify areas of the customer journey in need of focus, and mobilize all levels of the organization to take the necessary actions for improvement. Companies can even track the impact of actions on business outcomes to better prioritize efforts and drive value. The platform collects and combines feedback data from surveys, social media, call centers, mobile checklists, mystery shopping, operational audits, and integrates data from countless 3rd-party systems. **Average Rating:** 4.5/5.0 **Total Reviews:** 1 **Who Is the Company Behind LiaCX Customer Experience Management Software?** - **Seller:** [Intouch Insight](https://www.g2.com/sellers/intouch-insight-acd0f72a-d1df-4756-bbaa-461f186bee0c) - **Year Founded:** 1992 - **HQ Location:** Ottawa, CA - **Twitter:** @intouchinsight (782 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/in-touch-insight-systems/ (163 employees on LinkedIn®) - **Ownership:** CVE: INX **Who Uses This Product?** - **Company Size:** 100% Mid-Market #### What Are Recent G2 Reviews of LiaCX Customer Experience Management Software? **"[The program that evolved my company and drives our growth.](https://www.g2.com/survey_responses/liacx-customer-experience-management-software-review-2555847)"** **Rating:** 4.5/5.0 stars *— Ann P. S.* [Read full review](https://www.g2.com/survey_responses/liacx-customer-experience-management-software-review-2555847) --- ### 8. [Loop Feedback](https://www.g2.com/products/loop-feedback/reviews) Loop Feedback™ surveys are used to measure the customer experience including loyalty, satisfaction and effort both online and offline. Loop Feedback survey projects make it easy for you to design customer experience surveys using multiple CX question types and distribute them on a variety of channels to collect in-location feedback using kiosks, as well as digitally using email, links, QR Codes, mobile apps and websites. Existing survey solutions do not aggregate results by location and/or room and do not have configurable actions that allow you to engage in real-time conversations to follow-up and create tickets to manage problems through to resolution. Insights collected in Loop® within survey projects are easily visualized within each project and exportable into PDFs and other file formats to support monthly and quarterly business reviews. **Average Rating:** 4.5/5.0 **Total Reviews:** 1 **How Do G2 Users Rate Loop Feedback?** - **Customer Effort Score (CES):** 5.0/10 (Category avg: 8.1/10) - **Customer Satisfaction (CSAT) Score:** 6.7/10 (Category avg: 8.6/10) - **Net Promoter Score (NPS):** 6.7/10 (Category avg: 8.7/10) **Who Is the Company Behind Loop Feedback?** - **Seller:** [Benbria](https://www.g2.com/sellers/benbria) - **Year Founded:** 2007 - **HQ Location:** Ottawa, CA - **Twitter:** @Benbria (1,326 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/benbria (26 employees on LinkedIn®) **Who Uses This Product?** - **Company Size:** 100% Mid-Market #### What Are Recent G2 Reviews of Loop Feedback? **"[Amazing interface.](https://www.g2.com/survey_responses/loop-feedback-review-8420617)"** **Rating:** 4.5/5.0 stars *— Verified User in Health, Wellness and Fitness* [Read full review](https://www.g2.com/survey_responses/loop-feedback-review-8420617) --- ### 9. [PeopleMetrics](https://www.g2.com/products/peoplemetrics/reviews) PeopleMetrics makes it simple to personalize each customer interaction based on their feedback. **Average Rating:** 3.0/5.0 **Total Reviews:** 1 **Who Is the Company Behind PeopleMetrics?** - **Seller:** [Peoplemetrics](https://www.g2.com/sellers/peoplemetrics) - **Year Founded:** 2001 - **HQ Location:** Fort Washington, US - **LinkedIn® Page:** https://www.linkedin.com/company/peoplemetrics/ (15 employees on LinkedIn®) **Who Uses This Product?** - **Company Size:** 100% Enterprise #### What Are G2 Users Discussing About PeopleMetrics? - [What is PeopleMetrics used for?](https://www.g2.com/discussions/peoplemetrics-what-is-peoplemetrics-used-for) - [What is PeopleMetrics used for?](https://www.g2.com/discussions/what-is-peoplemetrics-used-for) ### 10. [Potentiate](https://www.g2.com/products/potentiate/reviews) Managed Feedback Solutions Customized measurement programs built and hosted on our VantagePoint EFM software platform that provide organizations critical feedback across a full range of customer touch points, including Customer/Partner satisfaction, Product/Service Satisfaction, Website Feedback, Employee Feedback, and Contact Center Monitoring. Market Insights Full-service custom market research to address every stage of the product development lifecycle, from initial market sizing/market opportunity research, to new product concept testing, to positioning &messaging, and final packaging. VantagePoint Enterprise Feedback Management Software NetReflector۪s own hosted EFM survey software platform designed by market research professionals. A powerful, feature rich survey platform designed to address a full range of data collection, audience management, reporting and analysis needs. **Average Rating:** 4.0/5.0 **Total Reviews:** 1 **Who Is the Company Behind Potentiate?** - **Seller:** [Potentiate](https://www.g2.com/sellers/potentiate) - **Year Founded:** 1997 - **HQ Location:** Seattle, US - **Twitter:** @NetReflector (14 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/netreflector-inc- (7 employees on LinkedIn®) - **Phone:** (866) 927-1209 **Who Uses This Product?** - **Company Size:** 100% Enterprise, 100% Mid-Market #### What Are Recent G2 Reviews of Potentiate? **"[A class browser and decompiler.](https://www.g2.com/survey_responses/potentiate-review-2093768)"** **Rating:** 4.0/5.0 stars *— Krishna M.* [Read full review](https://www.g2.com/survey_responses/potentiate-review-2093768) --- #### What Are G2 Users Discussing About Potentiate? - [What is Potentiate used for?](https://www.g2.com/discussions/what-is-potentiate-used-for) ### 11. [Rant & Rave](https://www.g2.com/products/rant-rave/reviews) Rant & Rave is a customer engagement software that turns insight into action. Using a powerful sentiment engine and AI assisted categorization, Rant & Rave captures customer and employee feedback in the moment to give actionable insights that drive positive change throughout your organization. Reasons customers love Rant & Rave are that they can predict more, recover faster, and craft great experiences. Learn more at https://mobilecommons.com/rant-and-rave/ **Average Rating:** 5.0/5.0 **Total Reviews:** 1 **Who Is the Company Behind Rant & Rave?** - **Seller:** [Mobile Commons](https://www.g2.com/sellers/mobile-commons-2b07c749-5c9d-4b7c-a515-704230bf5a73) - **HQ Location:** N/A - **LinkedIn® Page:** https://www.linkedin.com/company/mobilecommons/ (65 employees on LinkedIn®) **Who Uses This Product?** - **Company Size:** 100% Mid-Market #### What Are Recent G2 Reviews of Rant & Rave? **"[Packed Full of Analytics & The Agents Love it!](https://www.g2.com/survey_responses/rant-rave-review-4460681)"** **Rating:** 5.0/5.0 stars *— Gary B.* [Read full review](https://www.g2.com/survey_responses/rant-rave-review-4460681) --- #### What Are G2 Users Discussing About Rant & Rave? - [What is Upland Rant & Rave used for?](https://www.g2.com/discussions/what-is-upland-rant-rave-used-for) ### 12. [ResponseTek](https://www.g2.com/products/responsetek/reviews) ResponseTek for Telco is a cloud-centric Customer Experience Management (CEM) solution based on Amazon Web Services, enabling customer feedback to be captured as close to the customer experience as possible, delivering accurate information and optimal response rates. Whatever your needs, ResponseTek for Telco offers complete solutions as well as self-service options, putting you in control and providing support when you need it. **Average Rating:** 4.5/5.0 **Total Reviews:** 1 **Who Is the Company Behind ResponseTek?** - **Seller:** [Skyvera](https://www.g2.com/sellers/skyvera) - **Twitter:** @Skyvera__ (1,187 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/zephyrtel/ (119 employees on LinkedIn®) **Who Uses This Product?** - **Company Size:** 100% Mid-Market, 100% Small-Business #### What Are Recent G2 Reviews of ResponseTek? **"[usual user of ZephyrTel](https://www.g2.com/survey_responses/responsetek-review-3270391)"** **Rating:** 4.5/5.0 stars *— Ahmed H.* [Read full review](https://www.g2.com/survey_responses/responsetek-review-3270391) --- #### What Are G2 Users Discussing About ResponseTek? - [What is ResponseTek for Telco, a ZephyrTel Solution used for?](https://www.g2.com/discussions/responsetek-for-telco-a-zephyrtel-solution-what-is-responsetek-for-telco-a-zephyrtel-solution-used-for) - [What is ResponseTek for Telco, a ZephyrTel Solution used for?](https://www.g2.com/discussions/what-is-responsetek-for-telco-a-zephyrtel-solution-used-for) ### 13. [SATISFYD Precog](https://www.g2.com/products/satisfyd-precog/reviews) SATISFYD is a global customer experience management company whose SaaS platform provides customer insights that enable businesses to effectively implement CX improvement strategies. With almost 20 years of experience, we help transform enterprise and dealer networks by capturing actionable feedback and compare results to industry benchmarks. Our powerful tool provides businesses the ability to close the loop with customers quickly using response and sentiment analysis that notifies you when an opportunity arises. **Average Rating:** 4.5/5.0 **Total Reviews:** 1 **How Do G2 Users Rate SATISFYD Precog?** - **Has the product been a good partner in doing business?:** 10.0/10 (Category avg: 9.1/10) **Who Is the Company Behind SATISFYD Precog?** - **Seller:** [SATISFYD](https://www.g2.com/sellers/satisfyd) - **Year Founded:** 1998 - **HQ Location:** Austin, US - **Twitter:** @SatisfYd1998 (198 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/satisfyd_/ (4 employees on LinkedIn®) **Who Uses This Product?** - **Company Size:** 100% Mid-Market #### What Are Recent G2 Reviews of SATISFYD Precog? **"[Satisfyd Training with Janie Kitzmiller](https://www.g2.com/survey_responses/satisfyd-precog-review-470710)"** **Rating:** 4.5/5.0 stars *— Candice R.* [Read full review](https://www.g2.com/survey_responses/satisfyd-precog-review-470710) --- #### What Are G2 Users Discussing About SATISFYD Precog? - [What is SATISFYD Precog used for?](https://www.g2.com/discussions/what-is-satisfyd-precog-used-for) ### 14. [Customer Monitor](https://www.g2.com/products/customer-monitor/reviews) Customer Monitor is an enterprise level customer experience (CX) management solution. **Who Is the Company Behind Customer Monitor?** - **Seller:** [The Perceptive Group](https://www.g2.com/sellers/the-perceptive-group) - **Year Founded:** 2004 - **HQ Location:** Auckland, NZ - **LinkedIn® Page:** https://www.linkedin.com/company/perceptive/ (27 employees on LinkedIn®) ### 15. [eTouchPoint CX Platform](https://www.g2.com/products/etouchpoint-cx-platform/reviews) Customer feedback and coaching application for service-oriented businesses. **Who Is the Company Behind eTouchPoint CX Platform?** - **Seller:** [eTouchPoint](https://www.g2.com/sellers/etouchpoint) - **Year Founded:** 2000 - **HQ Location:** San Diego, US - **Twitter:** @eTouchPoint (2,043 Twitter followers) - **LinkedIn® Page:** http://www.linkedin.com/company/etouchpoint (1 employees on LinkedIn®) ### 16. [MirrorWave](https://www.g2.com/products/mirrorwave/reviews) MirrorWave is a feedback system that drives profitable business outcomes for businesses who are serious about their deep, enduring customer relationships - with individual customers, strategic accounts or two-way partnerships. Our pre-configured system makes it easy to get into a rhythm of listening and responding to feedback. We use a world-first approach to follow individuals over time, creating relationship stories to show what’s changed and why, what you need to do and if those actions worked. MirrorWave meets two key needs: 1) Provides the strategic big picture for leadership teams - ensuring no surprises, better customer centricity and improved profitability 2) Makes it easier for relationship managers to achieve optimum business outcomes - retention; sales potential; cost-to-serve and advocacy **Who Is the Company Behind MirrorWave?** - **Seller:** [MirrorWave](https://www.g2.com/sellers/mirrorwave) - **Year Founded:** 2009 - **HQ Location:** Auckland, NZ - **Twitter:** @MirrorWave (22 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/mirrorwave (2 employees on LinkedIn®) ### 17. [Omoto](https://www.g2.com/products/omoto/reviews) Omoto enables businesses to measure, monitor, and manage customer loyalty using Net Promoter Score. **Who Is the Company Behind Omoto?** - **Seller:** [Omoto](https://www.g2.com/sellers/omoto) - **Year Founded:** 2015 - **HQ Location:** Bangalore, IN - **LinkedIn® Page:** http://www.linkedin.com/company/omoto (6 employees on LinkedIn®) ### 18. [Opiniator](https://www.g2.com/products/opiniator/reviews) opiniator is a customer feedback and recovery platform for brick and mortar businesses that captures on-the-spot ratings and comments from real customers using their own mobile phone at any time throughout their experience, then tracks any issue until resolution. **Who Is the Company Behind Opiniator?** - **Seller:** [Opiniator](https://www.g2.com/sellers/opiniator) - **Year Founded:** 2009 - **HQ Location:** Portland, US - **LinkedIn® Page:** https://www.linkedin.com/company/oberon3/ (4 employees on LinkedIn®) ### 19. [Pobuca Experience Cloud](https://www.g2.com/products/pobuca-experience-cloud/reviews) Pobuca Experience Cloud can help you measure Customer Experience, design the right strategy based on KPIs, & then improve loyalty, customer service, & customer engagement through personalization. Pobuca Experience Cloud leverages AI to analyze what customers say in every touchpoint (calls, emails, chats, social, etc) & produces Customer Experience metrics & Voice of Customer insights. It automatically measures your CX & Loyalty by analyzing dark data that you already have untapped. **Average Rating:** 5.0/5.0 **Total Reviews:** 1 **Who Is the Company Behind Pobuca Experience Cloud?** - **Seller:** [Pobuca](https://www.g2.com/sellers/pobuca-dffeaa58-46dd-4e1e-ac18-08aa406e449f) - **Year Founded:** 2000 - **HQ Location:** London, Athens - **Twitter:** @siebenGR (174 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/pobuca/ (63 employees on LinkedIn®) **Who Uses This Product?** - **Company Size:** 100% Mid-Market #### What Are Recent G2 Reviews of Pobuca Experience Cloud? **"[A suitable platform for sales order and advertisement software.](https://www.g2.com/survey_responses/pobuca-experience-cloud-review-3129953)"** **Rating:** 5.0/5.0 stars *— Dennis M.* [Read full review](https://www.g2.com/survey_responses/pobuca-experience-cloud-review-3129953) --- #### What Are G2 Users Discussing About Pobuca Experience Cloud? - [What is Pobuca Experience Cloud used for?](https://www.g2.com/discussions/what-is-pobuca-experience-cloud-used-for) ### 20. [Sibyl Pulse](https://www.g2.com/products/sibyl-pulse/reviews) Sibyl Pulse alerts you to at risk customers who may need your attention and gives you the tools to collect critical insight that will help you retain and expand your clientele, optimize your products/services, and maximize the utility of your resources. **Who Is the Company Behind Sibyl Pulse?** - **Seller:** [Sibyl Pulse](https://www.g2.com/sellers/sibyl-pulse) - **HQ Location:** N/A - **LinkedIn® Page:** https://www.linkedin.com/company/No-Linkedin-Presence-Added-Intentionally-By-DataOps (1 employees on LinkedIn®) ### 21. [SKEEPERS Feedback Management](https://www.g2.com/products/skeepers-feedback-management/reviews) Skeepers connects brands and consumers through authentic experiences with our fully integrated one-stop-shop suite of UGC solutions. With Skeepers, brands authentically nurture consumer relationships, amplify reach, boost engagement, drive sales, and improve consumer retention. Our solutions make it easy to create, collect, manage, and activate UGC, effectively and at scale. Skeepers AI-powered Feedback Management solution enables brands to gather feedback with customized surveys at every touchpoint of the customer journey and transform each interaction into actionable insights. Distribute results with meaningful insights across your organization to better understand, anticipate, and nurture customer needs and relationships. Effectively turn the voice of your customers into prompt action and authentically create brand advocates. **Who Is the Company Behind SKEEPERS Feedback Management?** - **Seller:** [Skeepers](https://www.g2.com/sellers/skeepers) - **Year Founded:** 2012 - **HQ Location:** Marseille, FR - **Twitter:** @Skeepersgroup (201 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/skeepers/ (400 employees on LinkedIn®) ### 22. [Tattle](https://www.g2.com/products/tattle/reviews) Build a better customer experience with Tattle. Our Customer Experience Improvement (CXI) platform collects feedback at every touch point of the customer journey. Tattle empowers hospitality leaders with the actionable data needed to boost guest satisfaction, optimize operational performance, and increase revenue. Tattle shares survey prompts with your guests across all channels, encouraging them to communicate while onsite, through loyalty apps, WiFi, or digital ordering platforms. Our causation-based survey approach collects more data points than traditional tools. Your brand will uncover the factors affecting each of your operational categories, so you know exactly what to improve. Our intuitive dashboard is designed to empower everyone—from general managers to corporate leaders— to work on the operational categories that will have the most impact on the customer experience. Unlike other feedback tools, Tattle uses the data to automatically provide improvement opportunities by location, group, and enterprise. It’s easy to monitor the direct impact of your team’s strategy on guest satisfaction scores and the progress towards goals. You’ll also have access to reporting and analytics, giving you a full view into trends over time, even down to the location and time of day. **Who Is the Company Behind Tattle?** - **Seller:** [Tattle](https://www.g2.com/sellers/tattle) - **Year Founded:** 2015 - **HQ Location:** New York, US - **LinkedIn® Page:** https://www.linkedin.com/company/5105731/ (50 employees on LinkedIn®) ## 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.