# Best Experience Management Software with B2B Account Experience Capabilities ## How Many Experience Management Software Products Does G2 Track? **Total Products under this Category:** 129 ### Category Stats (Aug 2026) - **Average Rating:** 4.52/5 The average rating of products in this category, based on all submitted ratings - **Top Trending Product:** ReputationStacker (+0.67%) - Among all products in this category, ReputationStacker recorded the largest rating increase compared to last month _Last updated: August 01, 2026_ ## How Does G2 Rank Experience Management Software Products? **Why You Can Trust G2's Software Rankings:** - 30 Analysts and Data Experts - 25,600+ Authentic Reviews - 129+ 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. ## G2 Grid® for Experience Management Software ![G2 Grid® for Experience Management Software plotting products by satisfaction and market presence](https://www.g2.com/categories/experience-management/grids.png?focus%5B%5D=19432&focus%5B%5D=4177&focus%5B%5D=15217&focus%5B%5D=482&focus%5B%5D=62085&focus%5B%5D=84697&focus%5B%5D=421&focus%5B%5D=130477) Highlighted products: Birdeye, Reputation, QuestionPro, Qualtrics Market Research, Resonate CX, Experience.com, Medallia Customer Experience, and Dynamics 365 Customer Voice. Underlying data: [Grid® JSON](https://www.g2.com/categories/experience-management/grids.json?focus%5B%5D=birdeye&focus%5B%5D=reputation&focus%5B%5D=questionpro&focus%5B%5D=qualtrics-market-research&focus%5B%5D=resonate-cx&focus%5B%5D=experience-com&focus%5B%5D=medallia-customer-experience&focus%5B%5D=dynamics-365-customer-voice) **Sponsored** ### Ideally Ideally is the market research platform that puts real human insight into every creative and commercial decision. We're reinventing research for modern marketing, putting real consumer understanding into the hands of every marketer, strategist, and insights leader who needs it. Our platform delivers fast, always-on insight to understand what customers want, where categories are heading, and how to test ideas, products, and campaigns before they hit the market. Real people. Real responses. At the speed modern brands need to move. More than 250 brands and agencies across the US, UK, and APAC - including Treasury Wine Estates, Burger King, Google, and Rémy Cointreau - trust Ideally to make better decisions, faster. [Visit website](https://www.g2.com/external_clickthroughs/record?secure%5Bad_program%5D=ppc&secure%5Bad_slot%5D=category_product_list_llm&secure%5Bcategory_id%5D=2378&secure%5Bchosen_at%5D=2026-08-03T01%3A52%3A47Z&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=28&secure%5Bplacement_resource_ids%5D%5B%5D=1379&secure%5Bprioritized%5D=false&secure%5Bproduct_id%5D=1327193&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%2Ff%2Fb2b-account-experience%3Fopen_modal_url%3D%252Fproducts%252Fencompass-cx%252Fwishlists%253Fhost_path%253D%25252Fcategories%25252Fexperience-management%25252Ff%25252Fb2b-account-experience%2526source%253Dcategory&secure%5Btoken%5D=5b202ce138e91a9dde8c590750a540201ddd6c8e15c8e7459294f1fd185920ca&secure%5Burl%5D=https%3A%2F%2Fwww.goideally.com&secure%5Burl_type%5D=company_website) ### [Resonate CX](https://www.g2.com/products/resonate-cx/reviews) Your Vision + Our Platform = Brand Advocates All customers and employees want is to be heard. We bridge the gap between you and your customers to create brand advocates. Our platform uses award-winning AI tools and machine learning to analyse data across interactions, including facial and text analytics to provide valuable insight, amplify strengths, and establish your front line. With our vast experience spanning across markets and domains, we have pioneered feedback and experience management for diverse sectors including B2B, retail, education, finance, and even Local Government Authorities. This cross-domain expertise positions us uniquely, allowing us to offer comprehensive experience insights to our clients, empowering them to make a genuine impact. **Average Rating:** 4.6/5.0 **Total Reviews:** 492 #### How Do G2 Users Rate Resonate CX? - **Has the product been a good partner in doing business?:** 9.6/10 (Category avg: 9.1/10) - **Customer Effort Score (CES):** 8.8/10 (Category avg: 8.1/10) - **Customer Satisfaction (CSAT) Score:** 8.9/10 (Category avg: 8.6/10) - **Net Promoter Score (NPS):** 9.4/10 (Category avg: 8.7/10) #### Who Is the Company Behind Resonate CX? - **Seller:** [Resonate Solutions](https://www.g2.com/sellers/resonate-solutions) - **Company Website:** www.resonate.cx - **Year Founded:** 2001 - **HQ Location:** North Sydney, Australia - **Twitter:** @ResonateAU 214 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=eb84df1fa126d2b89f8cb934f5098c11934405b8e861db7e6a34508537469fc7&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fresonate-solutions%2F&secure%5Burl_type%5D=linkedin_company_website) 63 employees on LinkedIn® #### Who Uses This Product? - **Who Uses This:** Store Manager, Store manager - **Top Industries:** Retail, Education Management - **Company Size:** 35% Small, 35% Large #### What Do G2 Reviewers Say About Resonate CX? _AI-generated summary from verified user reviews_ ##### Pros - Users appreciate the **ease of use** of Resonate CX, making customer insights and reporting seamless and efficient. - Users find Resonate CX to be an extremely **helpful tool** for managing business and supporting team training. - Users value the **ease of use and insightful feedback management** of Resonate CX for enhancing customer experience. - Users appreciate the **user-friendly platform** of Resonate CX, enabling effective customer feedback analysis and trend identification. - Users value the **insights generated** by Resonate CX, enhancing understanding and identifying areas for practice improvement. ##### Cons - Users report **scoring system issues** that unfairly affect scores based on isolated negative reviews despite overall positive feedback. - Users experience **inadequate feedback** with delays and irrelevant responses affecting their improvement efforts. - Users face challenges with **reporting issues** due to false claims impacting scores and unavailability of live stats. - Users face challenges with **survey issues** , as transparency and comment requirements could improve feedback accuracy and relevance. - Users find the interface **not intuitive** , often feeling confused and overwhelmed when navigating the platform's features. #### What Are Recent G2 Reviews of Resonate CX? **["It is a great experience using resonate!"](https://www.g2.com/survey_responses/resonate-cx-review-10777418)** **Rating:** 4.5/5.0 stars _— Verified User in Primary/Secondary Education_ [Read full review](https://www.g2.com/survey_responses/resonate-cx-review-10777418) **["Simple Interface, Powerful Dashboards That Deliver Business Clarity"](https://www.g2.com/survey_responses/resonate-cx-review-13001971)** **Rating:** 4.5/5.0 stars _— Adam H._ [Read full review](https://www.g2.com/survey_responses/resonate-cx-review-13001971) ### [Medallia Customer Experience](https://www.g2.com/products/medallia-customer-experience/reviews) Medallia Experience Cloud, an award-winning SaaS platform, leads the market in helping organizations understand, manage and improve the experiences of their customers, employees, and citizens. Medallia is equipped with the most comprehensive capabilities for capturing feedback and experience signals wherever customers are interacting, including: email, social, digital web and in-app, conversational messaging and connected devices. And, when combined with operational and transactional data fed into Medallia, organizations can understand every touchpoint along every customer journey. Medallia Athena brings AI and Machine Learning to the platform, detecting patterns, uncovering issues and new business opportunities, and predicting behavior, all to focus attention for smarter business decisions. Medallia delivers these insights in real-time, across the organization, so that the voice of the customer can be embedded in daily decisions made by everyone, from the frontline to the C-suite. Using Medallia Experience Cloud, organizations can make demonstrable improvements to the customer experience and employee experience, reducing churn, turning detractors into promoters and buyers, and creating in-the-moment cross-sell and up-sell opportunities. All of which help companies deliver clear and potent returns on investment. Learn what Medallia can do for your organization by requesting a demo at https://www.medallia.com/contact-us/ **Average Rating:** 4.5/5.0 **Total Reviews:** 207 #### How Do G2 Users Rate Medallia Customer Experience? - **Has the product been a good partner in doing business?:** 8.7/10 (Category avg: 9.1/10) - **Customer Effort Score (CES):** 8.7/10 (Category avg: 8.1/10) - **Customer Satisfaction (CSAT) Score:** 9.2/10 (Category avg: 8.6/10) - **Net Promoter Score (NPS):** 9.4/10 (Category avg: 8.7/10) #### Who Is the Company Behind Medallia Customer Experience? - **Seller:** [Medallia](https://www.g2.com/sellers/medallia) - **Company Website:** www.medallia.com - **Year Founded:** 2001 - **HQ Location:** San Francisco, CA - **Twitter:** @Medallia 12,225 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=9c8d80f3d6282d9c0ba5d566f563fb36c86bb89ad7f09e57400dd8a99467e21c&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F49697%2F&secure%5Burl_type%5D=linkedin_company_website) 1,938 employees on LinkedIn® #### Who Uses This Product? - **Top Industries:** Hospitality, Financial Services - **Company Size:** 64% Large, 21% Medium #### What Do G2 Reviewers Say About Medallia Customer Experience? _AI-generated summary from verified user reviews_ ##### Pros - Users value the **flexible feedback collection** of Medallia, which enhances customer insights and operational improvement opportunities. - Users find Medallia Customer Experience to be incredibly **helpful** for gaining deep insights and improving customer engagement. - Users appreciate the **ease of use** of Medallia Customer Experience, enjoying quick insights and seamless communication. - Users appreciate the **exceptional customer support** from Medallia, enhancing their experience with timely and helpful guidance. - Users value the **powerful insights generation** of Medallia, enhancing decision-making with deep understanding of customer feedback. ##### Cons - Users find the **learning curve steep** and overwhelming, especially for new users trying to navigate the platform. - Users face **limitations in features** and cumbersome workflows, resulting in delays and inefficiencies in addressing feedback. - Users find the **steep learning curve** of Medallia Customer Experience intimidating, especially without prior analytics experience. - Users highlight the **limitations in AI capabilities** of Medallia, resulting in delays and manual efforts in feedback management. - Users often find **difficult reporting** in Medallia challenging, with a steep learning curve and confusing navigation during critical periods. #### What Are Recent G2 Reviews of Medallia Customer Experience? **["A Powerful Platform to Centralize and Act on Customer Feedback"](https://www.g2.com/survey_responses/medallia-customer-experience-review-9917116)** **Rating:** 5.0/5.0 stars _— Santiago G._ [Read full review](https://www.g2.com/survey_responses/medallia-customer-experience-review-9917116) **["Powerful Customer Insights with Real-Time Actionability"](https://www.g2.com/survey_responses/medallia-customer-experience-review-12952963)** **Rating:** 5.0/5.0 stars _— Shivraj P._ [Read full review](https://www.g2.com/survey_responses/medallia-customer-experience-review-12952963) #### What Are G2 Users Discussing About Medallia Customer Experience? - [What is your primary use case for Medallia Customer Experience, and how has it improved your customer feedback?](https://www.g2.com/discussions/what-is-your-primary-use-case-for-medallia-customer-experience-and-how-has-it-improved-your-customer-feedback) - [What is Medallia Customer Experience used for?](https://www.g2.com/discussions/what-is-medallia-customer-experience-used-for) ### [Qualtrics Customer Experience](https://www.g2.com/products/qualtrics-customer-experience/reviews) Qualtrics XM for Customer Experience is the customer experience product used by the world's most iconic brands to immediately surface customer friction and guide frontline teams in the moment to better serve clients. Drive company-wide improvement—across processes, products, and digital properties—to increase customer lifetime value. Frontline Care (TM) uses omnichannel analytics and AI-powered automation to deliver powerful, personalized recommendations for every customer straight to your frontline customer care teams so you can increase usage, drive upsell, and reduce churn. Leverage our Frontline Digital (™) Product to analyze customer journeys so you can step in at the right time to remove friction or redirect users to a better experience. Understand digital customer behavior through session replays and frustration detection like rage clicks and mouse thrashing. Use Frontline Locations (™) to compile online reviews within the same platform so you can connect the dots between channels and get a bird’s eye view across the end-to-end customer experience. Bring together feedback from your customers with the voice of your frontline employees and make sense of it all in seconds with our AI-powered platform. Qualtrics is used by teams, departments, and entire organizations to manage the four core experiences of business—customer, product, employee, and brand—on one platform. Over 13,500 enterprises worldwide, including more than 85 percent of the Fortune 500, rely on Qualtrics to consistently build products that people love, create more loyal customers, develop a phenomenal employee-centric culture, and build iconic brands. **Average Rating:** 4.3/5.0 **Total Reviews:** 725 #### How Do G2 Users Rate Qualtrics Customer Experience? - **Has the product been a good partner in doing business?:** 8.5/10 (Category avg: 9.1/10) - **Customer Effort Score (CES):** 8.8/10 (Category avg: 8.1/10) - **Customer Satisfaction (CSAT) Score:** 8.9/10 (Category avg: 8.6/10) - **Net Promoter Score (NPS):** 9.1/10 (Category avg: 8.7/10) #### Who Is the Company Behind Qualtrics Customer Experience? - **Seller:** [Qualtrics](https://www.g2.com/sellers/qualtrics) - **Company Website:** www.qualtrics.com - **Year Founded:** 2002 - **HQ Location:** Provo, UT - **Twitter:** @Qualtrics 42,137 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=7d1ec005b3e09b6d51d9a439f06be24a872c533df3b3b8c47b5851a8358ecb22&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F314350%2F&secure%5Burl_type%5D=linkedin_company_website) 6,231 employees on LinkedIn® #### Who Uses This Product? - **Who Uses This:** Business Data Analyst, Community Manager - **Top Industries:** Information Technology and Services, Higher Education - **Company Size:** 52% Large, 36% Medium #### What Do G2 Reviewers Say About Qualtrics Customer Experience? _AI-generated summary from verified user reviews_ ##### Pros - Users appreciate the **ease of use** of Qualtrics Customer Experience, making data collection and analysis accessible for everyone. - Users value the **powerful analytics** of Qualtrics Customer Experience, enabling insightful understanding and enhancement of customer journeys. - Users find Qualtrics to be **extremely helpful** in improving customer satisfaction and streamlining service procedures. - Users value the **deep insights generation** from Qualtrics, enhancing customer satisfaction and retention through effective data analysis. - Users value the **strong analytics and reporting capabilities** of Qualtrics for deep insights into customer feedback. ##### Cons - Users find the **complexity** of Qualtrics challenging, especially new users needing only basic survey functionalities. - Users find that Qualtrics has a great interface but requires **improvement on custom setup** and Text iQ functionality. - Users find **limited customization** challenging, especially when trying to simplify the platform for basic survey needs. - New users may find the **complexity of the interface** overwhelming, making initial setup and navigation challenging. - Users find the pricing of Qualtrics to be **high** , making it challenging for smaller teams with limited budgets. #### What Are Recent G2 Reviews of Qualtrics Customer Experience? **["Versatile Insights, Needs Better Reports"](https://www.g2.com/survey_responses/qualtrics-customer-experience-review-12680062)** **Rating:** 4.5/5.0 stars _— Sandra H._ [Read full review](https://www.g2.com/survey_responses/qualtrics-customer-experience-review-12680062) **["Flexible Feedback Tool with Customization Challenges"](https://www.g2.com/survey_responses/qualtrics-customer-experience-review-12708025)** **Rating:** 4.0/5.0 stars _— David K._ [Read full review](https://www.g2.com/survey_responses/qualtrics-customer-experience-review-12708025) #### What Are G2 Users Discussing About Qualtrics Customer Experience? - [What is Qualtrics Customer Experience used for?](https://www.g2.com/discussions/what-is-qualtrics-customer-experience-used-for) - [What does qualtrics software do?](https://www.g2.com/discussions/what-does-qualtrics-software-do) - 1 comment - [Is qualtrics a CRM?](https://www.g2.com/discussions/is-qualtrics-a-crm) - 1 comment - [What is a customer experience platform?](https://www.g2.com/discussions/what-is-a-customer-experience-platform) - 1 comment, 1 upvote - [What is qualtrics CX?](https://www.g2.com/discussions/what-is-qualtrics-cx) - 1 comment ### [Gainsight Customer Success](https://www.g2.com/products/gainsight-customer-success/reviews) Gainsight Customer Success brings together rich agentic insights, relationship-level intelligence, and a multi-dimensional health scoring to surface risk and expansion opportunities a full quarter earlier, then turns those insights into action through coordinated retention, expansion, and renewal motions across every customer segment, including the long-tail. Designed for enterprise complexity spanning multiple products, hierarchies, and stakeholders, Gainsight supports human-led, digital-led, and agent-led programs, enabling teams to scale outcomes across their entire book of business and deliver Retention-as-a-Service (RaaS). The result is measurable impact and scale, including 50% increased CSM capacity, 15% higher expansion, 95% forecast accuracy, and 20% reduced churn—all backed by a decade of CS expertise and the largest community of CS professionals. **Average Rating:** 4.5/5.0 **Total Reviews:** 1,718 #### How Do G2 Users Rate Gainsight Customer Success? - **Has the product been a good partner in doing business?:** 9.0/10 (Category avg: 9.1/10) - **Customer Effort Score (CES):** 7.9/10 (Category avg: 8.1/10) - **Customer Satisfaction (CSAT) Score:** 8.6/10 (Category avg: 8.6/10) - **Net Promoter Score (NPS):** 8.8/10 (Category avg: 8.7/10) #### Who Is the Company Behind Gainsight Customer Success? - **Seller:** [Gainsight Inc.](https://www.g2.com/sellers/gainsight-inc) - **Company Website:** www.gainsight.com - **Year Founded:** 2009 - **HQ Location:** San Francisco, CA - **Twitter:** @GainsightHQ 13,119 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=85a34abb9897c7140c711174cddac2af3363ec5532f5b0ba46c2fa230fde5273&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F841640%2F&secure%5Burl_type%5D=linkedin_company_website) 1,129 employees on LinkedIn® #### Who Uses This Product? - **Who Uses This:** Customer Success Manager, Senior Customer Success Manager - **Top Industries:** Computer Software, Information Technology and Services - **Company Size:** 56% Medium, 32% Large #### What Do G2 Reviewers Say About Gainsight Customer Success? _AI-generated summary from verified user reviews_ ##### Pros - Users appreciate the **ease of use** of Gainsight, praising its organization and comprehensive account tracking features. - Users value the **centralized information** in Gainsight, which helps them efficiently track account interactions and generate insights. - Users value the **visibility** Gainsight provides through a unified dashboard, enhancing organization and customer engagement effortlessly. - Users value the **intuitive customer support** of Gainsight, enhancing productivity and proactive engagement for their teams. - Users value the **intuitive interface** of Gainsight Customer Success for its ease of navigation and clear data visibility. ##### Cons - Users find Gainsight Customer Success **not intuitive** , requiring formal training and having a clunky interface that complicates user experience. - Users note the **lack of custom reporting features** limits detailed data analysis and overall functionality of Gainsight. - Users highlight the **steep learning curve** for customizing dashboards, requiring significant technical skills for effective use. - Users find it challenging due to **limited customization** options in Gainsight, leading to a less user-friendly experience. - Users find Gainsight Customer Success to have a **complexity that can overwhelm** and slow down productivity at times. #### What Are Recent G2 Reviews of Gainsight Customer Success? **["Gainsight Unifies Customer Health Data with Powerful Staircase Insights"](https://www.g2.com/survey_responses/gainsight-customer-success-review-12879507)** **Rating:** 5.0/5.0 stars _— Scott M._ [Read full review](https://www.g2.com/survey_responses/gainsight-customer-success-review-12879507) **["Always-Available Support That Finds a Solution"](https://www.g2.com/survey_responses/gainsight-customer-success-review-12972699)** **Rating:** 4.5/5.0 stars _— Octavio M._ [Read full review](https://www.g2.com/survey_responses/gainsight-customer-success-review-12972699) #### What Are G2 Users Discussing About Gainsight Customer Success? - [What is Gainsight used for?](https://www.g2.com/discussions/what-is-gainsight-used-for) - 2 comments - [What is Gainsight PX?](https://www.g2.com/discussions/gainsight-what-is-gainsight-px) - 2 comments - [Who are Gainsight competitors?](https://www.g2.com/discussions/who-are-gainsight-competitors) - [What is Gainsight software?](https://www.g2.com/discussions/what-is-gainsight-software) - 2 comments ### [Totango](https://www.g2.com/products/totango/reviews) Totango is a Customer Growth platform for driving customer value and revenue at scale, combining scalable customer management, predictive revenue intelligence, and a strategic, value-based post-sales methodology to transform how companies prove customer ROI, drive retention, and earn expansion. The Customer Growth Platform includes Totango Customer Success and Unison Customer Intelligence. Each of these solutions plays a distinct role in the Customer-Led Growth through value realization methodology. Totango Customer Success focuses on tracking customer health and engagement, enabling teams to proactively address potential issues and foster long-term relationships. Unison Customer Intelligence aggregates data from multiple sources, offering insights that help organizations understand customer behavior and preferences. Totango's target audience and target buyers include mid-sized to large enterprises across various industries that prioritize customer retention, renewals, and expansion and that generally rely on subscription-based models, where maintaining customer loyalty is critical to their revenue growth. Key features of Totango include customizable dashboards, real-time analytics, and automated workflows. These tools enable users to visualize customer data effectively, monitor key performance indicators, and automate routine tasks, thereby enhancing efficiency. The platform also supports collaboration among teams, allowing for seamless communication and alignment on customer goals. By providing actionable insights, Totango empowers organizations to refine their revenue strategies and make informed decisions that drive growth. Overall, Totango stands out as a leader in the Customer Success category by offering a holistic approach to managing customer relationships. Its integration of various tools and functionalities allows enterprises to gain a deeper understanding of their customers, ultimately leading to improved satisfaction and loyalty. By investing in Totango, organizations can position themselves for long-term success in an increasingly competitive landscape. **Average Rating:** 4.3/5.0 **Total Reviews:** 1,140 #### How Do G2 Users Rate Totango? - **Has the product been a good partner in doing business?:** 8.6/10 (Category avg: 9.1/10) - **Customer Effort Score (CES):** 7.8/10 (Category avg: 8.1/10) - **Customer Satisfaction (CSAT) Score:** 8.2/10 (Category avg: 8.6/10) - **Net Promoter Score (NPS):** 8.1/10 (Category avg: 8.7/10) #### Who Is the Company Behind Totango? - **Seller:** [Totango](https://www.g2.com/sellers/totango) - **Company Website:** www.totango.com - **Year Founded:** 2010 - **HQ Location:** New York, NY - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=3c055ca1d4406b1442de250192896a32c751981491e45014b5bb40827df34236&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F760976%2F&secure%5Burl_type%5D=linkedin_company_website) 124 employees on LinkedIn® #### Who Uses This Product? - **Who Uses This:** Customer Success Manager, CSM - **Top Industries:** Computer Software, Information Technology and Services - **Company Size:** 57% Medium, 22% Small #### What Do G2 Reviewers Say About Totango? _AI-generated summary from verified user reviews_ ##### Pros - Users find Totango's interface **easy to use and set up** , enhancing their ability to track accounts efficiently. - Users value the **excellent customer support** from Totango, enhancing their management experience with valuable insights. - Users appreciate the **functionality** of Totango, enabling seamless tracking, campaign setup, and reporting in one application. - Users appreciate the **customization options** in Totango, enhancing their ability to track metrics and engage customers effectively. - Users value the **efficiency** of Totango, enhancing productivity with seamless integrations and streamlined workflows for customer management. ##### Cons - Users find the **steep learning curve** challenging due to overwhelming data and a lack of educational resources. - Users find **integration issues** with Totango challenging, as they can be manual and difficult to maintain. - Users find the **missing features** in Totango frustrating, particularly for managing complex business models and drafts. - Users find **limited customization** in Totango, making it challenging to tailor the experience without technical assistance. - Users find the **steep learning curve** challenging, struggling with collaboration and functionality in Totango's interface. #### What Are Recent G2 Reviews of Totango? **["Beautiful, Visual Customer Data Platform That Beats Spreadsheets"](https://www.g2.com/survey_responses/totango-review-12594697)** **Rating:** 4.5/5.0 stars _— Verified User in Computer Software_ [Read full review](https://www.g2.com/survey_responses/totango-review-12594697) **["Risk evaluation and health scoring"](https://www.g2.com/survey_responses/totango-review-9508942)** **Rating:** 4.0/5.0 stars _— Dragomir L._ [Read full review](https://www.g2.com/survey_responses/totango-review-9508942) #### What Are G2 Users Discussing About Totango? - [What is Totango used for?](https://www.g2.com/discussions/what-is-totango-used-for) - 1 upvote ### [CustomerGauge](https://www.g2.com/products/customergauge/reviews) CustomerGauge is a B2B customer experience management platform that enables clients to: - Collect customer feedback from multiple stakeholders in an account - Create custom dashboards for displaying real-time results - Set goals and targets for closing the loop with customers - Segment customer insights by region, product, facility, and more. - and align employees CX-related business initiatives CustomerGauge is also the first and only customer experience management solution that automatically combines customer insights with revenue data. This allows CX managers to: - Identify and prioritize the most impactful customer experience improvements - Forecast the impact of future CX improvements across the customer journey - and report on the ROI of valuable customer experience initiatives **Average Rating:** 4.6/5.0 **Total Reviews:** 46 #### How Do G2 Users Rate CustomerGauge? - **Has the product been a good partner in doing business?:** 9.5/10 (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):** 10.0/10 (Category avg: 8.7/10) #### Who Is the Company Behind CustomerGauge? - **Seller:** [CustomerGauge](https://www.g2.com/sellers/customergauge) - **Company Website:** customergauge.com - **Year Founded:** 2007 - **HQ Location:** Amsterdam - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=2b007c226bc27c5b2753ec997b058b3fc3c364d52aaf38209ccecbfbfad52f80&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fcustomergauge%2F&secure%5Burl_type%5D=linkedin_company_website) 48 employees on LinkedIn® #### Who Uses This Product? - **Top Industries:** Food & Beverages, Information Technology and Services - **Company Size:** 40% Large, 38% Medium #### What Are Recent G2 Reviews of CustomerGauge? **["Efficient tool for managing customer experience and loyalty"](https://www.g2.com/survey_responses/customergauge-review-11405338)** **Rating:** 4.5/5.0 stars _— Verified User in Information Technology and Services_ [Read full review](https://www.g2.com/survey_responses/customergauge-review-11405338) **["CustomerGuage Experience"](https://www.g2.com/survey_responses/customergauge-review-11414534)** **Rating:** 4.0/5.0 stars _— Syed D._ [Read full review](https://www.g2.com/survey_responses/customergauge-review-11414534) #### What Are G2 Users Discussing About CustomerGauge? - [What is CustomerGauge used for?](https://www.g2.com/discussions/what-is-customergauge-used-for) ### [CustomerSure](https://www.g2.com/products/customersure/reviews) CustomerSure, a UK-based leader in customer feedback, has empowered businesses for over 14 years with our award-winning platform. We simplify collecting Voice of the Customer (VoC) data via web, SMS, email, and IVR. Our partnership approach sets us apart. We work closely with you to understand your unique needs and deliver expert support. This collaboration, combined with our software, helps you quickly identify satisfaction drivers, address issues in real-time, and boost retention and satisfaction. Our platform features feedback segmentation and customer trait targeting, supporting both new and existing VoC programmes with clear return on investment and minimal complexity. CustomerSure offers transparent pricing, no lock-in periods, and a risk-free pilot, making it easy to see the impact of improved customer satisfaction on business results. Join the many CX teams who’ve upgraded from basic tools and experience effortless customer happiness. **Average Rating:** 4.5/5.0 **Total Reviews:** 6 #### How Do G2 Users Rate CustomerSure? - **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):** 10.0/10 (Category avg: 8.7/10) #### Who Is the Company Behind CustomerSure? - **Seller:** [CustomerSure](https://www.g2.com/sellers/customersure) - **Year Founded:** 2010 - **HQ Location:** Newcastle upon Tyne, GB - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=820ef89d52dbe531e03e7df7892e45484eb5003423fcb6a3f92a13e28c6dc1c1&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fcustomersure%2F&secure%5Burl_type%5D=linkedin_company_website) 6 employees on LinkedIn® #### Who Uses This Product? - **Company Size:** 50% Large, 33% Medium #### What Do G2 Reviewers Say About CustomerSure? _AI-generated summary from verified user reviews_ ##### Pros - Users appreciate the **helpful customer support** from Luke and Darren, enhancing their experience with customisation flexibility. - Users value the **flexible customization options** of CustomerSure, enhanced by supportive team members like Luke and Darren. - Users value the **engagement with social posts** , which enhances their connection and interaction with CustomerSure. - Users value the **engagement with social posts** , enhancing interactions and connection through CustomerSure's system. - Users value the **customization flexibility** of CustomerSure, greatly appreciating the helpful support from the team. ##### Cons - Users find the **dashboard lacking in intuitiveness** , making it difficult to navigate and fully utilize the features. - Users feel the **dashboard needs improvement** for better intuitiveness and comprehension, affecting overall usability. - Users find the **dashboard not intuitive** , suggesting improvements for better comprehension and ease of use. #### What Are Recent G2 Reviews of CustomerSure? **["Pleasure to work with!"](https://www.g2.com/survey_responses/customersure-review-10041552)** **Rating:** 5.0/5.0 stars _— Kristine Y._ [Read full review](https://www.g2.com/survey_responses/customersure-review-10041552) **["Flexible software and great service at a good price"](https://www.g2.com/survey_responses/customersure-review-10042100)** **Rating:** 5.0/5.0 stars _— Paul M._ [Read full review](https://www.g2.com/survey_responses/customersure-review-10042100) #### What Are G2 Users Discussing About CustomerSure? - [What is CustomerSure used for?](https://www.g2.com/discussions/customersure-what-is-customersure-used-for) - 1 upvote - [What is CustomerSure used for?](https://www.g2.com/discussions/what-is-customersure-used-for) - 1 upvote ### [Encompass-CX](https://www.g2.com/products/encompass-cx/reviews) We believe organized data leads to organized action. salesEQUITY unifies a company around a single mission – improving the customer experience. We offer software that collects, manages, and distributes feedback data and delivers it to the desktop of the teams that matter. **Average Rating:** 3.5/5.0 **Total Reviews:** 1 #### How Do G2 Users Rate Encompass-CX? - **Has the product been a good partner in doing business?:** 6.7/10 (Category avg: 9.1/10) - **Customer Effort Score (CES):** 6.7/10 (Category avg: 8.1/10) - **Customer Satisfaction (CSAT) Score:** 5.0/10 (Category avg: 8.6/10) - **Net Promoter Score (NPS):** 5.0/10 (Category avg: 8.7/10) #### Who Is the Company Behind Encompass-CX? - **Seller:** [salesEQUITY](https://www.g2.com/sellers/salesequity) - **HQ Location:** N/A - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=7886df2ed926834e5eb248c77dcfa8e5c815d3ab1f0fe3132ced0dba45868834&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2FNo-Linkedin-Presence-Added-Intentionally-By-DataOps&secure%5Burl_type%5D=linkedin_company_website) 1 employees on LinkedIn® #### Who Uses This Product? - **Company Size:** 100% Small ### [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:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=41bddbec667f25411c501fff7d2f53094e3e89e3c0ceebe2b0a9d55ce5eda7b3&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fpeoplemetrics%2F&secure%5Burl_type%5D=linkedin_company_website) 15 employees on LinkedIn® #### Who Uses This Product? - **Company Size:** 100% Large #### 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) ### [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:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=d16f5d1ff406061b252d2c0349756fd0bc2137c729dc64e9a57e3514a42cce23&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fmirrorwave&secure%5Burl_type%5D=linkedin_company_website) 2 employees on LinkedIn® ### [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:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=7886df2ed926834e5eb248c77dcfa8e5c815d3ab1f0fe3132ced0dba45868834&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2FNo-Linkedin-Presence-Added-Intentionally-By-DataOps&secure%5Burl_type%5D=linkedin_company_website) 1 employees on LinkedIn® Spotlight Categories [Video Conferencing Software](https://www.g2.com/categories/video-conferencing) [Application Performance Monitoring (APM) Tools](https://www.g2.com/categories/application-performance-monitoring-apm) [Password Managers Software](https://www.g2.com/categories/password-managers) [Applicant Tracking Systems (ATS)](https://www.g2.com/categories/applicant-tracking-systems-ats) [Managed Detection and Response (MDR) Software](https://www.g2.com/categories/managed-detection-and-response-mdr) Similar Categories - [Help Desk](/categories/help-desk) - [Live Chat](/categories/live-chat) - [Customer Self-Service](/categories/customer-self-service) - [Social Customer Service](/categories/social-customer-service) - [Appointment Reminder](/categories/appointment-reminder) - [Call & Contact Center](/categories/call-contact-center) - [Client Onboarding](/categories/client-onboarding) - [Co-Browsing](/categories/co-browsing) - [Complaint Management](/categories/complaint-management) - [Contact Center Outsourcing Services](/categories/contact-center-outsourcing-services) - [Contact Center Payments](/categories/contact-center-payments) - [Conversational Support](/categories/conversational-support) - [Customer Communications Management](/categories/customer-communications-management) - [Customer Education](/categories/customer-education) - [Customer Service Automation](/categories/customer-service-automation) [Browse Experience Management Themes](/categories/experience-management/themes) Below are the top-rated Experience Management Software with B2B Account Experience capabilities, as verified by G2’s Research team. Real users have identified B2B Account Experience as an important function of Experience Management Software. Compare different products that offer this feature so you can decide which is best for your business needs. Top Tools at a Glance | | Multi-location reputation and review automation | User Review "Reputation Management Life Saver!" | | | Centralized multi-location review and sentiment intelligence | User Review "Visually pleasing & streamlined process. No complaints" | | | Multi-stakeholder feedback collection with branching analytics | User Review "Powerful, Flexible Survey Platform for Patient-Centered Research" | | | End-to-end survey research with integrated analytics | User Review "Very useful for Wellness Surveys, Feedback Collection and Research Work" | | | Multi-location verbatim-to-action with closed-loop NPS | User Review "It is a great experience using resonate!" | | | Automated post-closing review collection and syndication | User Review "Effortless Review Management, Seamless Integration" | | | Microsoft-native triggered surveys with Power Automate workflows | User Review "Effortless Draft Creation, As Intuitive As Canva" | | | Cross-touchpoint VOC with closed-loop text analytics | User Review "Powerful Customer Insights with Real-Time Actionability" | | | Automated closed-loop NPS surveying with CRM triggers | User Review "Very user-friendly and gets the job done!" | * * * Show More * * * ## 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.