Best Experience Management Software

How Many Experience Management Software Products Does G2 Track?

Total Products under this Category: 552

Category Stats (Nov 2026)

  • Average Rating: 4.54/5 (↑0.03 vs Oct 2026) The average rating of products in this category, based on all submitted ratings
  • Top Trending Product: Resonate CX (+0.41%) - Among all products in this category, Resonate CX recorded the largest rating increase compared to last month

Last updated: November 01, 2026

How Does G2 Rank Experience Management Software Products?

Why You Can Trust G2's Software Rankings:

  • 30 Analysts and Data Experts
  • 68,600+ Authentic Reviews
  • 552+ 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

Highlighted products: Birdeye, Qualtrics Market Research, Reputation, Resonate CX, QuestionPro, Medallia Customer Experience, Dynamics 365 Customer Voice, and ReputationStacker.

Underlying data: [Grid® JSON](https://www.g2.com/categories/experience-management/grids.json?focus%5B%5D=birdeye&focus%5B%5D=qualtrics-market-research&focus%5B%5D=reputation&focus%5B%5D=resonate-cx&focus%5B%5D=questionpro&focus%5B%5D=medallia-customer-experience&focus%5B%5D=dynamics-365-customer-voice&focus%5B%5D=reputationstacker)

Birdeye

Birdeye builds AI coworkers for multi-location brands — trusted by the world's largest enterprise brands, including Aspen Dental, Sun Auto, and Caesars Entertainment. We give you AI coworkers at every location, across marketing, operations, and customer experience, that own the jobs your business needs done: winning AI visibility, booking appointments, and driving consistent CX. AI Coworkers → Own the Jobs Jay (marketing), Myna (operations), and Robin (customer experience) own the work across your locations — from AI search visibility, reviews, listings, and social, to front desk and appointment booking, to surveys, ticketing, and insights. An agent carries out an action, but it doesn't own an outcome. A coworker holds a job. Agents give you capacity; coworkers give you ownership. Your team manages three coworkers instead of thirty agents — and the work gets done at every location, without stretching anyone thinner. Agents → Do the Work Each coworker orchestrates multiple agents that work together to complete a job, and how those agents work is what makes us different. Most software tells you what's happening; ours decides what to do and does it. That runs on BirdAI, our Agent OS: it consolidates every signal across every location, whether it lives in Birdeye or one of your 3,000+ integrations; reasons with your industry, brand, and location context, backed by 13 years of multi-location data infrastructure; and acts — autonomously or with a human in the loop, your call per workflow. So one review, one campaign, one missed call becomes a finished outcome, not a line item in a dashboard. Enterprise-Ready → Built for Scale SSO, audit logging, HIPAA, SOC 2, and GDPR. Role-based access, tiered approvals, and location-level reporting give corporate and local teams the control they need — so you stay in control while AI handles execution across hundreds of locations. With teams across the U.S., U.K., Australia, and India, Birdeye serves multi-location brands in healthcare, dental, restaurants, financial services, auto, retail, and property management.

Average Rating: 4.7/5.0

Total Reviews: 4,192

How Do G2 Users Rate Birdeye?

  • Has the product been a good partner in doing business?: 9.4/10 (Category avg: 9.2/10)
  • Customer Effort Score (CES): 8.7/10 (Category avg: 8.2/10)
  • Customer Satisfaction (CSAT) Score: 8.9/10 (Category avg: 8.7/10)
  • Net Promoter Score (NPS): 8.7/10 (Category avg: 8.8/10)

Who Is the Company Behind Birdeye?

  • Seller: Birdeye
  • Company Website:
  • Year Founded: 2012
  • HQ Location: Palo Alto, CA
  • LinkedIn® Page: www.linkedin.com
    1,477 employees on LinkedIn®

Who Uses This Product?

  • Who Uses This: Marketing Manager, Owner
  • Top Industries: Hospital & Health Care, Real Estate
  • Company Size: 46% Small, 34% Medium

What Do G2 Reviewers Say About Birdeye?

AI-generated summary from verified user reviews

Pros
  • Users find the interface intuitive and easy to navigate, making everyday tasks simple to learn and use.
  • Users value the responsive, helpful support team for quickly answering questions and assisting with their needs.
  • Users value straightforward messaging tools for quickly connecting with customers and keeping conversations organized.
  • Users like how automation streamlines recurring tasks and reduces manual work, saving time for their teams.
  • Users like how easy review requests help them collect more customer reviews.
Cons
  • Users find navigation unintuitive and clunky, with features and settings sometimes difficult to locate.
  • Users find the pricing high for the value, with costs limiting access for smaller teams and multi-location businesses.
  • Users report limited integrations, difficult setup, and connections that sometimes fail or break.
  • Users report platform glitches, bugs, freezes, and occasional downtime that disrupt use.
  • Users report slow support responses and difficulty reaching someone who can resolve issues.

What Are Recent G2 Reviews of Birdeye?

What Are G2 Users Discussing About Birdeye?

Resonate CX

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: 575

How Do G2 Users Rate Resonate CX?

  • Has the product been a good partner in doing business?: 9.5/10 (Category avg: 9.2/10)
  • Customer Effort Score (CES): 8.8/10 (Category avg: 8.2/10)
  • Customer Satisfaction (CSAT) Score: 9.0/10 (Category avg: 8.7/10)
  • Net Promoter Score (NPS): 9.4/10 (Category avg: 8.8/10)

Who Is the Company Behind Resonate CX?

  • Seller: Resonate Solutions
  • Company Website:
  • Year Founded: 2001
  • HQ Location: North Sydney, Australia
  • LinkedIn® Page: www.linkedin.com
    63 employees on LinkedIn®

Who Uses This Product?

  • Who Uses This: Store Manager, Store manager
  • Top Industries: Retail, Education Management
  • Company Size: 40% Small, 32% Large

What Do G2 Reviewers Say About Resonate CX?

AI-generated summary from verified user reviews

Pros
  • Users value the ease of use of Resonate CX, highlighting its intuitive UI and simple navigation.
  • Users value the user-friendly interface of Resonate CX, facilitating detailed conversations and solid feedback from customers.
  • Users value the easy navigation and detailed customer feedback features of Resonate CX for refining services.
  • Users appreciate the detailed customer feedback from Resonate CX, enjoying easy navigation and comprehensive information.
  • Users value the insight generation of Resonate CX, facilitating swift and actionable responses to customer feedback.
Cons
  • Users find the scoring system issues frustrating, as negative scores can misrepresent actual store performance.
  • Users face inadequate feedback from Resonate CX, wishing for more context and clarity in survey responses.
  • Users face challenges with reporting issues as inaccurate scores can negatively impact store ratings unfairly.
  • Users face survey issues with irrelevant results and confusing questions that do not accurately reflect in-store experiences.
  • Users find the interface not intuitive, leading to challenges in navigating and using the platform effectively.

What Are Recent G2 Reviews of Resonate CX?

Reputation

Reputation is the #1 AI-native reputation management platform, built to help multi-location businesses be found, trusted, and chosen in search, AI answers, and everywhere customers make decisions. By operating as a unified data system, the platform turns fragmented reviews, listings, and surveys into actionable intelligence—ensuring every local storefront, franchise, or dealer group receives clear, prioritized actions. This consolidation empowers marketing and operations teams with complete visibility into local search performance and customer interactions across the entire enterprise network. Rather than functioning as a standard aggregation tool, the platform's core architecture facilitates advanced operational analytics and Generative Engine Optimization (GEO). The system processes siloed feedback channels into operational intelligence, allowing teams to uncover critical performance metrics without manually scouring through raw data. This capability is powered by a native AI assistant (Reputation IQ) that analyzes all feedback data to find trends and opportunities for improvement. Because this intelligence operates natively within the platform, organizations can extract deep conversational insights and track location-specific performance while keeping their proprietary data completely secure from third-party exposure. Core Capabilities Unified Feedback Hub: Consolidates reviews, surveys, and social media commentary from over 200 external directories into a centralized dashboard for standardized monitoring. Conversational Intelligence: Leverages secure, internal AI to instantly identify sentiment trends and customer friction points at scale. Global Listings Management: Audits and publishes accurate location data across the digital ecosystem to ensure strict consistency. AI Engine Optimization (AEO): Analyzes how large language models perceive the brand, equipping teams to optimize structured data for algorithmic discovery. Core Benchmarking: Calculates an objective Reputation Score to index review volume, sentiment analysis, and responsiveness against industry competitors. The primary value of Reputation lies in its capacity to transform legacy local SEO efforts into a modern AEO strategy. As search behavior continues to fragment, multi-location brands utilize the platform to solve the inherent blind spots created by AI aggregators. By actively managing their digital footprint and automating their engagement protocols, organizations establish the precise citation consistency and interaction signals required by large language models. Ultimately, the platform empowers businesses to systematically elevate their localized customer experience, secure massive operational time savings, and capture market share through improved algorithmic visibility.

Average Rating: 4.5/5.0

Total Reviews: 2,408

How Do G2 Users Rate Reputation?

  • Has the product been a good partner in doing business?: 8.9/10 (Category avg: 9.2/10)
  • Customer Effort Score (CES): 8.8/10 (Category avg: 8.2/10)
  • Customer Satisfaction (CSAT) Score: 8.9/10 (Category avg: 8.7/10)
  • Net Promoter Score (NPS): 8.8/10 (Category avg: 8.8/10)

Who Is the Company Behind Reputation?

  • Seller: Reputation
  • Company Website:
  • Year Founded: 2006
  • HQ Location: San Ramon, CA
  • LinkedIn® Page: www.linkedin.com
    685 employees on LinkedIn®

Who Uses This Product?

  • Who Uses This: Community Manager, Property Manager
  • Top Industries: Automotive, Real Estate
  • Company Size: 46% Medium, 29% Small

What Do G2 Reviewers Say About Reputation?

AI-generated summary from verified user reviews

Pros
  • Users find the ease of use of Reputation beneficial, especially with customizable templates and responsive support.
  • Users appreciate the effortless review management of Reputation, enjoying its comprehensive features and valuable reporting tools.
  • Users value the responsive customer service and features that enhance the management of their properties effectively.
  • Users appreciate the centralized reviews feature, enabling effortless management of customer feedback across various platforms.
  • Users value the centralized reputation management of Reputation, effectively tracking reviews across multiple platforms.
Cons
  • Users feel there is a need for a more robust leaderboard and improved interface to enhance the reputation management experience.
  • Users desire a more robust leaderboard and express concern over confusing tab visibility affecting the overall experience.
  • Users find the missing features in Reputation limit usability, craving enhancements like a robust leaderboard and tailored insights.
  • Users report occasional bugs like response duplication on the dashboard, impacting the overall user experience.
  • Users find it challenging due to reporting lags that hinder effective review navigation and overall usability.

What Are Recent G2 Reviews of Reputation?

What Are G2 Users Discussing About Reputation?

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Medallia Customer Experience

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: 209

How Do G2 Users Rate Medallia Customer Experience?

  • Has the product been a good partner in doing business?: 8.7/10 (Category avg: 9.2/10)
  • Customer Effort Score (CES): 8.7/10 (Category avg: 8.2/10)
  • Customer Satisfaction (CSAT) Score: 9.2/10 (Category avg: 8.7/10)
  • Net Promoter Score (NPS): 9.4/10 (Category avg: 8.8/10)

Who Is the Company Behind Medallia Customer Experience?

  • Seller: Medallia
  • Company Website:
  • Year Founded: 2001
  • HQ Location: San Francisco, CA
  • LinkedIn® Page: www.linkedin.com
    2,765 employees on LinkedIn®
  • Phone: 650-321-3000

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 appreciate the comprehensive feedback management system of Medallia Customer Experience, enhancing organizational insights and problem-solving.
  • Users appreciate the comprehensive integration of Medallia Customer Experience, facilitating smooth collaboration across all organizational levels.
  • Users appreciate the ease of use of Medallia Customer Experience, making it ideal for small to mid-sized businesses.
  • Users value the responsive customer support from Medallia, which enhances their experience and addresses operational issues effectively.
  • Users appreciate the powerful insights generation of Medallia Customer Experience, facilitating effective decision-making and collaboration.
Cons
  • Users struggle with a steep learning curve that makes navigating Medallia's features challenging for beginners.
  • Users find high barriers to entry and limitations in feature usefulness and transparency in Medallia Customer Experience.
  • Users find the steep learning curve of Medallia Customer Experience daunting and difficult for new users to navigate.
  • Users feel that Medallia Customer Experience has limited AI capabilities, making insights generation more challenging without support.
  • Users find difficult reporting in Medallia slows down their analysis, requiring extensive training and customization.

What Are Recent G2 Reviews of Medallia Customer Experience?

What Are G2 Users Discussing About Medallia Customer Experience?

Dynamics 365 Customer Voice

Dynamics 365 Customer Voice is an enterprise feedback management solution that enables organizations to create, distribute, and analyze surveys to gather real-time customer insights. Seamlessly integrating with Dynamics 365 applications, it allows businesses to capture feedback across multiple channels, enhancing customer engagement and satisfaction. Key Features and Functionality: - Survey Creation and Distribution: Design customized surveys using ready-made templates or create unique ones tailored to specific needs. Distribute surveys via email, SMS, web links, QR codes, or embed them directly into web pages. - Real-Time Analytics and Dashboards: Monitor responses instantly and analyze key metrics such as Net Promoter Score (NPS) and Customer Satisfaction (CSAT) to understand customer sentiment and trends. - Integration with Dynamics 365: Connect feedback directly to Dynamics 365 applications like Sales, Marketing, and Customer Service, enabling automated workflows and informed decision-making. - Customization and Branding: Personalize surveys with branching logic, multiple languages, and consistent branding to maintain a cohesive customer experience. - Scalability and Flexibility: Suitable for organizations of all sizes, Customer Voice scales with your business needs and feedback strategies. Primary Value and Solutions Provided: Dynamics 365 Customer Voice empowers organizations to proactively gather and act on customer feedback, leading to improved products, services, and overall customer satisfaction. By integrating feedback into existing business processes, it helps identify areas for improvement, enhances customer relationships, and drives business growth through informed, data-driven decisions.

Average Rating: 4.5/5.0

Total Reviews: 17

How Do G2 Users Rate Dynamics 365 Customer Voice?

  • Has the product been a good partner in doing business?: 8.5/10 (Category avg: 9.2/10)
  • Customer Effort Score (CES): 7.7/10 (Category avg: 8.2/10)
  • Customer Satisfaction (CSAT) Score: 8.2/10 (Category avg: 8.7/10)
  • Net Promoter Score (NPS): 7.9/10 (Category avg: 8.8/10)

Who Is the Company Behind Dynamics 365 Customer Voice?

  • Seller: Microsoft
  • Year Founded: 1975
  • HQ Location: Redmond, Washington
  • LinkedIn® Page: www.linkedin.com
    232,750 employees on LinkedIn®
  • Ownership: MSFT
  • Phone: +1 (877) 276-2464

Who Uses This Product?

  • Company Size: 35% Medium, 35% Small

What Do G2 Reviewers Say About Dynamics 365 Customer Voice?

AI-generated summary from verified user reviews

Pros
  • Users appreciate the ease of use of Dynamics 365 Customer Voice, finding its survey builder very intuitive.
  • Users find the intuitive drag and drop survey builder of Dynamics 365 Customer Voice easy to use and efficient.
Cons
  • Users experience delayed services that hinder the timely gathering of analytics in Dynamics 365 Customer Voice.
  • Users find the NPS calculation challenging, often feeling it can be vague if not properly configured.

What Are Recent G2 Reviews of Dynamics 365 Customer Voice?

What Are G2 Users Discussing About Dynamics 365 Customer Voice?

Experience.com

Experience.com is an Experience Management Platform that helps organizations turn customer and employee feedback into stronger experiences, greater trust, and greater visibility. Experience.com connects Customer Experience (CX), Employee Experience (EX), reputation, online visibility, and AI Visibility in one platform. Organizations can collect and analyze feedback, manage reviews and reputation, publish content and social updates, maintain accurate business information, and strengthen how their brand appears across search and AI-powered discovery. For multi-location organizations and enterprises, the Experience Management Platform (XMP) provides centralized experience management, reputation, campaigns, analytics, governance, and visibility across locations and teams. For professionals and individual locations, the Search Rank Platform (SRP) helps build a stronger digital presence through reviews, business information, content, engagement, and other search signals. As customer discovery increasingly moves beyond traditional search, Experience.com also helps organizations build AI Visibility. AI-powered tools help businesses create authoritative content, demonstrate expertise, maintain accurate digital information, and strengthen the signals that AI systems use to understand, trust, and surface a business. Rather than managing feedback, reviews, search presence, and reputation through disconnected point solutions, Experience.com brings these capabilities together. The platform helps organizations connect the experience they create with the reputation they earn and the visibility they gain. Experience.com helps organizations capture feedback, understand what it means, build trust, and get found where customers are looking.

Average Rating: 4.7/5.0

Total Reviews: 423

How Do G2 Users Rate Experience.com?

  • Has the product been a good partner in doing business?: 9.1/10 (Category avg: 9.2/10)
  • Customer Effort Score (CES): 9.1/10 (Category avg: 8.2/10)
  • Customer Satisfaction (CSAT) Score: 9.3/10 (Category avg: 8.7/10)
  • Net Promoter Score (NPS): 9.2/10 (Category avg: 8.8/10)

Who Is the Company Behind Experience.com?

  • Seller: Experience.com
  • Company Website:
  • Year Founded: 2015
  • HQ Location: San Ramon, California
  • LinkedIn® Page: www.linkedin.com
    273 employees on LinkedIn®

Who Uses This Product?

  • Who Uses This: Branch Manager, Loan Officer
  • Top Industries: Financial Services, Real Estate
  • Company Size: 39% Medium, 33% Small

What Do G2 Reviewers Say About Experience.com?

AI-generated summary from verified user reviews

Pros
  • Users appreciate the ease of use of Experience.com, finding it simple to navigate and set up.
  • Users appreciate the fact-based reviews on Experience.com, enhancing visibility and reputation for mortgage lenders.
  • Users value the personalized customer support from Experience.com, enhancing their overall experience with dedicated representatives.
  • Users appreciate the seamless integration of Experience.com, enhancing their ability to manage reviews effortlessly across platforms.
  • Users value the fact-based feedback of Experience.com, enhancing their visibility and marketing as mortgage lenders.
Cons
  • Users find it frustrating with the linking issues impacting connection to reviews and overwhelming review requests on Experience.com.
  • Users feel there's a lack of guidance for improving rank scores and specific item identification in analytics.
  • Users express concerns about missing features for Facebook connectivity and website analytics clarity in Experience.com.
  • Users find the social media integration lacking, wishing for more efficient connections across platforms and flexibility.
  • Users face connection issues with Experience.com, struggling to link accounts and receive timely updates.

What Are Recent G2 Reviews of Experience.com?

What Are G2 Users Discussing About Experience.com?

AskNicely

AskNicely is the recognized leader in customer experience management and has the only desktop-to-mobile platform for people-powered businesses. We bring feedback, insights, coaching and brand-aligned service standards into the pocket of your frontline team who are now equipped to improve the service experience customers receive every day. Customer Feedback Automatically collect feedback from every customer at any point in the customer journey on any channel (Email, SMS or on a Webpage) with our playful & quick surveys, which display as personalized conversations that generate higher than average response rates. Automate Reviews and Referrals Use automated workflows to turn feedback into positive reviews that boost your online rating and referrals that become new business. Alternatively, increase customer retention by automating follow up messages with at-risk accounts or internal notifications which ensure each and every team member is alerted when necessary. Coaching & Recognition Empower every manager with the feedback and coaching tools they need to make every customer experience awesome. Including team and individual coaching prompts, employee experience information, and reporting capabilities all on a personalized dashboards for desktop or mobile. Business Insights Understand the gaps between your service standard and what is actually being delivered to see how every business unit, location, team or employee is performing against the rest. Know where to spend your time by visualizing what is or isn’t valued by customers.

Average Rating: 4.7/5.0

Total Reviews: 1,031

How Do G2 Users Rate AskNicely?

  • Has the product been a good partner in doing business?: 9.5/10 (Category avg: 9.2/10)
  • Customer Effort Score (CES): 9.0/10 (Category avg: 8.2/10)
  • Customer Satisfaction (CSAT) Score: 9.5/10 (Category avg: 8.7/10)
  • Net Promoter Score (NPS): 9.7/10 (Category avg: 8.8/10)

Who Is the Company Behind AskNicely?

  • Seller: AskNicely
  • Company Website:
  • Year Founded: 2014
  • HQ Location: Portland, OR
  • LinkedIn® Page: www.linkedin.com
    57 employees on LinkedIn®

Who Uses This Product?

  • Who Uses This: Customer Success Manager, Marketing Manager
  • Top Industries: Computer Software, Information Technology and Services
  • Company Size: 48% Medium, 43% Small

What Do G2 Reviewers Say About AskNicely?

AI-generated summary from verified user reviews

Pros
  • Users value the ease of use of AskNicely, highlighting its simplicity in sending surveys and gathering feedback.
  • Users value the exceptional customer support of AskNicely, highlighting their dedication and helpfulness throughout the process.
  • Users appreciate the ease of client feedback collection, enabling clear communication and valuable insights for improvement.
  • Users appreciate the fantastic support from AskNicely's team, enhancing their experience with personalized help and valuable insights.
  • Users find the easy setup of AskNicely makes onboarding smooth and efficient, enhancing the overall experience.
Cons
  • Users find difficult reporting in AskNicely, as the program lacks user-friendly functionality for comprehensive updates and analytics.
  • Users find limited customization in AskNicely, particularly for surveys, hindering effective feedback management.
  • Users struggle with survey limitations, particularly in managing contacts and navigating the complex interface for creating surveys.
  • Users experience integration issues with Salesforce and MS Teams, impacting overall functionality and usability.
  • Users find the manual processes tedious, leading to inefficiencies, especially with tasks like contact management and reporting.

What Are Recent G2 Reviews of AskNicely?

What Are G2 Users Discussing About AskNicely?

ChurnZero

ChurnZero is the AI platform and partner for customer growth. Customer teams use ChurnZero to drive revenue and retention, work more efficiently, and deliver the best possible customer experience. The platform unifies your customer data, team expertise, and AI into a single system engineered to elevate customer success. It provides clear insight into what customers need and helps you deliver it, making it easy to scale onboarding, adoption, renewal, and expansion programs as your customer base grows. ChurnZero’s AI agents are purpose-built for the specific needs of customer teams. They interpret customer data, embed seamlessly into your existing workflows, and are flexible by design. You decide how much you want AI to do, and where and when it does it, so you’re always in control. ChurnZero is more than software. Our CS, implementation, and support teams are true partners who ensure your team succeeds at scale.

Average Rating: 4.7/5.0

Total Reviews: 1,626

How Do G2 Users Rate ChurnZero?

  • Has the product been a good partner in doing business?: 9.6/10 (Category avg: 9.2/10)
  • Customer Effort Score (CES): 8.4/10 (Category avg: 8.2/10)
  • Customer Satisfaction (CSAT) Score: 8.7/10 (Category avg: 8.7/10)
  • Net Promoter Score (NPS): 8.8/10 (Category avg: 8.8/10)

Who Is the Company Behind ChurnZero?

  • Seller: ChurnZero
  • Company Website:
  • Year Founded: 2015
  • HQ Location: Washington, District of Columbia
  • LinkedIn® Page: www.linkedin.com
    145 employees on LinkedIn®

Who Uses This Product?

  • Who Uses This: Customer Success Manager, Director of Customer Success
  • Top Industries: Computer Software, Information Technology and Services
  • Company Size: 61% Medium, 28% Small

What Do G2 Reviewers Say About ChurnZero?

AI-generated summary from verified user reviews

Pros
  • Users appreciate the ease of use of ChurnZero for tracking customer journeys and creating segments efficiently.
  • Users find ChurnZero's helpful insights invaluable for tracking customer health and preparing for QBRs efficiently.
  • Users love the automation features of ChurnZero, enhancing their ability to manage customer journeys effectively.
  • Users praise ChurnZero for its excellent customer support, highlighting outstanding partnership and effective integration of tools.
  • Users laud the efficiency of ChurnZero, with quick access to segments and useful tools improving daily operations.
Cons
  • Users experience a steep learning curve with ChurnZero, as setup and customization require significant time and effort.
  • Users find the complexity of setup and customization in ChurnZero can be overwhelming and time-consuming.
  • Users find ChurnZero's interface not intuitive, with outdated navigation and confusing terminology impacting usability.
  • Users feel the missing features in ChurnZero hinder functionality, particularly for custom filters and integration options.
  • Users find ChurnZero has a steep learning curve, making initial setup and customization quite overwhelming and time-consuming.

What Are Recent G2 Reviews of ChurnZero?

What Are G2 Users Discussing About ChurnZero?

QEval

QEval is a contact center quality assurance platform that evaluates customer interactions across voice, chat, and email channels. The software combines manual quality monitoring workflows with AI powered speech analytics to score interactions, detect compliance violations, and analyze customer sentiment. The platform enables quality teams to build customizable evaluation scorecards, monitor agent performance in real time, and connect evaluation results directly to coaching assignments. Supervisors can track coaching completion, measure behavioral changes over time, and maintain libraries of reference interactions demonstrating effective techniques. QEval Speech, the analytics module, processes customer interactions to surface patterns in agent behavior, customer sentiment, and process adherence. The system flags compliance risks, identifies coaching opportunities, and generates automated quality scores. This reduces manual evaluation workload while expanding coverage beyond traditional sample based QA approaches. Reporting capabilities include pre built reports, customizable dashboards, and trend analysis tools. Dashboards display KPIs at organizational, campaign, team, and agent levels. Reports can be filtered by date range, scorecard category, or custom parameters. The platform integrates with existing telephony systems, CRMs, call recording platforms, and workforce management tools via API, SFTP, and cloud storage connections. This allows deployment within established technology stacks without requiring platform replacement. QEval supports compliance monitoring for regulated industries including healthcare, financial services, and telecommunications. Role based access controls and recording encryption address data security requirements. All interactions are logged and retained to support audit documentation. QEval is developed by Etech Global Services, a contact center services provider operating since 2003. The platform is available as cloud hosted SaaS with a 30 day free trial for qualified organizations.

Average Rating: 4.7/5.0

Total Reviews: 56

How Do G2 Users Rate QEval?

  • Has the product been a good partner in doing business?: 9.9/10 (Category avg: 9.2/10)
  • Customer Satisfaction (CSAT) Score: 10.0/10 (Category avg: 8.7/10)

Who Is the Company Behind QEval?

Who Uses This Product?

  • Who Uses This: Process Analyst
  • Top Industries: Consumer Services, Telecommunications
  • Company Size: 58% Medium, 26% Large

What Do G2 Reviewers Say About QEval?

AI-generated summary from verified user reviews

Pros
  • Users value the comprehensive analytics of QEval, providing essential insights and extensive reporting capabilities.
  • Users value the comprehensive auditing capabilities of QEval, providing extensive insights and report generation effortlessly.
  • Users value the excellent call quality of QEval, benefiting from comprehensive insights and easy report generation.
  • Users praise the excellent customer support and insightful reporting features available through QEval, making daily tasks easier.
  • Users find daily use convenient, with all necessary insights and extensive reporting available in one place.

What Are Recent G2 Reviews of QEval?

What Are G2 Users Discussing About QEval?

Qualtrics Customer Experience

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: 728

How Do G2 Users Rate Qualtrics Customer Experience?

  • Has the product been a good partner in doing business?: 8.4/10 (Category avg: 9.2/10)
  • Customer Effort Score (CES): 8.8/10 (Category avg: 8.2/10)
  • Customer Satisfaction (CSAT) Score: 8.9/10 (Category avg: 8.7/10)
  • Net Promoter Score (NPS): 9.1/10 (Category avg: 8.8/10)

Who Is the Company Behind Qualtrics Customer Experience?

  • Seller: Qualtrics
  • Company Website:
  • Year Founded: 2002
  • HQ Location: Provo, UT
  • LinkedIn® Page: www.linkedin.com
    11,647 employees on LinkedIn®
  • Ownership: NASDAQ: XM

Who Uses This Product?

  • Who Uses This: Community Manager, Business Data Analyst
  • 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 value the ease of use of Qualtrics Customer Experience, enjoying its flexible design features and intuitive analytics.
  • Users value the strong analytics and reporting capabilities of Qualtrics, enhancing their understanding of customer experiences.
  • Users value the flexibility and depth of Qualtrics Customer Experience for creating tailored surveys and insights.
  • Users value the powerful feedback management capabilities of Qualtrics Customer Experience, enhancing customer understanding and engagement.
  • Users value the deep insights generation of Qualtrics, enhancing customer satisfaction through robust analytics and reporting.
Cons
  • Users find the complexity of the platform overwhelming, particularly affecting new users and those needing basic functionalities.
  • Users feel that Qualtrics Customer Experience requires improvement in interface simplicity and reporting customization for better usability.
  • Users find limited customization frustrating, as it complicates the creation of tailored surveys and workflows.
  • Users find the interface not intuitive, often feeling overwhelmed and finding setup for workflows time-consuming.
  • Users find the pricing to be expensive, especially for smaller teams needing basic survey functionalities.

What Are Recent G2 Reviews of Qualtrics Customer Experience?

What Are G2 Users Discussing About Qualtrics Customer Experience?

Pluspoint

Pluspoint is an AI platform for multi-location marketing and online reputation management. We built it for chains, franchises and groups, because most local marketing tools were designed for a single location. 🤖 Why it matters now That matters more now that customers ask ChatGPT and Google's AI where to go. The answer names only a few businesses, and AI picks them from what it can read about each location: its listings and reviews, and whether it is still posting. A location with gaps gets skipped, so Pluspoint keeps every location in the shape AI, Google and customers trust. 📍 Be visible It starts with listings, since they are the first thing people and AI read. You change a location's hours, address or photos once, and Pluspoint updates Google and Facebook and keeps both profiles optimized. With Listings Sync, the same change reaches Apple Maps, Bing, Waze, Yelp, Tripadvisor and 200+ other directories, so they all show the same details and nobody has to log in to each site. Then come reviews. Pluspoint asks every customer for one by SMS, email, WhatsApp or QR code, gathers reviews from Google, Yelp, Tripadvisor and other sites into one feed, and replies in your brand voice. Because Google and AI favor locations that stay active, one post can go to Google, Facebook, Instagram, TikTok, X and LinkedIn for every location at once. Each location also gets its own mobile page. 💬 Engage Being found brings a customer once, and the rest of Pluspoint brings them back. Their messages from SMS, email, chat and social apps arrive in one inbox, where an AI chatbot answers common questions in seconds and hands the rest to your team. After the visit a survey asks how it went, and the answer goes to that location's manager. Later, campaigns by SMS, email or WhatsApp bring news and offers, and coupons show which offers brought people back. ⚡ Delegate to AI By hand, all of this would need a bigger team, which is why AI does the routine part. It replies to reviews, answers chats, drafts posts and descriptions for your team to approve, and sorts reviews by topic, so the analytics show what customers praise and complain about at each location. Teams that work in Claude, ChatGPT or Gemini can connect them through Pluspoint's MCP server, and an API and Zapier cover other tools. 📈 Results Starfoods Group's 60+ restaurants went from 2.8 to 4.8 stars and now get 16 times more reviews a month. Lyca Mobile has almost five times the engagement on Google Maps, and car rental group CRC shows up in the top 3 of AI recommendations. 🎯 Who it fits and what it costs Marketing and operations teams use it at restaurant groups, hotels, clinics, car dealers, retail chains and real estate brokerages. It is an affordable alternative to the bigger platforms, and many SME chains, franchises and groups have switched to it. The price is public: $29 per location per month with every feature, billed from three locations, with Listings Sync as the only add-on. You can try it for 14 days without a card or a sales call.

Average Rating: 4.9/5.0

Total Reviews: 108

How Do G2 Users Rate Pluspoint?

  • Has the product been a good partner in doing business?: 10.0/10 (Category avg: 9.2/10)

Who Is the Company Behind Pluspoint?

Who Uses This Product?

  • Who Uses This: CEO, Marketing Manager
  • Top Industries: Marketing and Advertising, Computer Software
  • Company Size: 55% Small, 44% Medium

What Do G2 Reviewers Say About Pluspoint?

AI-generated summary from verified user reviews

Pros
  • Users appreciate the centralized management of Pluspoint, effectively tracking reviews and engagement from a single platform.
  • Users appreciate the seamless client interaction features of Pluspoint, enabling efficient communication management on-the-go.
  • Users find Pluspoint's ease of use remarkable, allowing seamless management of online interactions from a single platform.
  • Users value the AI integration of Pluspoint for saving time through automation and simplifying online interaction management.
  • Users love the AI capabilities of Pluspoint for automating tasks, significantly saving time and enhancing efficiency.
Cons
  • Users express a desire for improved chat functionality, seeking more comprehensive communication options within Pluspoint.
  • Users desire more flexible reporting features in Pluspoint to gain tailored insights for various departments.
  • Users find the limited customization of reporting features challenging, needing more flexibility for tailored department insights.
  • Users note that Pluspoint lacks robust listing capabilities, often needing additional tools for complex issue tracking.
  • Users find the missing features on the mobile app limiting, which affects usability and convenience.

What Are Recent G2 Reviews of Pluspoint?

Feefo

Feefo offers more than just stars. We bring your brand to life with the power of customer feedback. Enriched insights, intuitive features, expert advice: everything you need to transform your customers experience – from discovery to advocacy.   From solopreneurs to enterprise, we’ve got a range of features to grow your insights and build your brand. Because reviews matter ....  96% of people use reviews as their main source of research   18% higher conversion rate when reviews are shared on a website  70% of people who read reviews say they would trust them more if they knew they were from verified customers 

Average Rating: 4.6/5.0

Total Reviews: 157

How Do G2 Users Rate Feefo?

  • Has the product been a good partner in doing business?: 9.4/10 (Category avg: 9.2/10)
  • Customer Effort Score (CES): 8.0/10 (Category avg: 8.2/10)
  • Customer Satisfaction (CSAT) Score: 8.7/10 (Category avg: 8.7/10)
  • Net Promoter Score (NPS): 8.8/10 (Category avg: 8.8/10)

Who Is the Company Behind Feefo?

  • Seller: Feefo
  • Company Website:
  • Year Founded: 2010
  • HQ Location: Petersfield, United Kingdom
  • LinkedIn® Page: www.linkedin.com
    126 employees on LinkedIn®

Who Uses This Product?

  • Who Uses This: Managing Director
  • Top Industries: Leisure, Travel & Tourism, Retail
  • Company Size: 51% Small, 37% Medium

What Do G2 Reviewers Say About Feefo?

AI-generated summary from verified user reviews

Pros
  • Users value the quick and effective customer support from Feefo, enhancing their review collection experience significantly.
  • Users find Feefo's platform easy to use and appreciate the excellent customer support and multiple features available.
  • Users highlight the exceptional support from Feefo's friendly staff, enhancing the overall experience with the platform.
  • Users appreciate the user-friendly dashboard of Feefo, ensuring smooth setup and excellent customer support experience.
  • Users commend the helpfulness of the support team, noting their quick responses and valuable insights for improvements.
Cons
  • Users note the missing features like free trials for new options, affecting overall user satisfaction with Feefo.
  • Users identify poor reporting as a challenge, noting the need for a more comprehensive reporting suite.
  • Users report improvement needed in timely feature delivery and integration solutions, affecting overall satisfaction with Feefo.
  • Users find the limited customization options for feedback request emails unsatisfactory, impacting their ability to personalize communication.
  • Users find difficult reporting issues due to complex brand hierarchies, affecting navigation and overall engagement.

What Are Recent G2 Reviews of Feefo?

What Are G2 Users Discussing About Feefo?

Gainsight Customer Success

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: 1,739

How Do G2 Users Rate Gainsight Customer Success?

  • Has the product been a good partner in doing business?: 8.9/10 (Category avg: 9.2/10)
  • Customer Effort Score (CES): 7.9/10 (Category avg: 8.2/10)
  • Customer Satisfaction (CSAT) Score: 8.6/10 (Category avg: 8.7/10)
  • Net Promoter Score (NPS): 8.8/10 (Category avg: 8.8/10)

Who Is the Company Behind Gainsight Customer Success?

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 Customer Success, streamlining customer management and enhancing efficiency.
  • Users find the centralized information in Gainsight Customer Success essential for effective collaboration and customer management.
  • Users value the high visibility Gainsight offers with dashboards, enhancing insights into customer health and performance.
  • Users commend the excellent customer support from Gainsight, enhancing user experience and driving impactful results efficiently.
  • Users appreciate the intuitive interface of Gainsight, making adoption easy and enhancing team productivity.
Cons
  • Users find Gainsight Customer Success not intuitive, struggling with engagement and tracking customer interaction efficiently.
  • Users desire more actionable features in Gainsight, noting the need for custom reports and better automation.
  • Users face a steep learning curve with Gainsight, requiring time and effort for effective adoption and proficiency.
  • Users express concern over limited customization, hindering their ability to tailor Gainsight to specific needs and use cases.
  • Users find the complexity of Gainsight Customer Success overwhelming, hindering effective data usage and user experience.

What Are Recent G2 Reviews of Gainsight Customer Success?

What Are G2 Users Discussing About Gainsight Customer Success?

InMoment Experience Improvement (XI) Platform

InMoment, the leader in improving experiences and the highest recommended CX platform and services company in the world is renowned for helping clients collect and integrate customer experience data to uncover the insights that enable the smartest actions. As the pace setters in applying award-winning AI, its global clients activate every byte of their experience data—from structured surveys and social reviews to unstructured conversations from call logs, emails, support tickets, and chat transcripts to breakdown data silos. This unique technology combined with in-house industry experts empower brands to gain ROI from their CX programs in half the time as its competitors. Unlock the true potential of every piece of customer data with InMoment. To learn more, visit inmoment.com

Average Rating: 4.7/5.0

Total Reviews: 314

How Do G2 Users Rate InMoment Experience Improvement (XI) Platform?

  • Has the product been a good partner in doing business?: 9.3/10 (Category avg: 9.2/10)
  • Customer Effort Score (CES): 8.0/10 (Category avg: 8.2/10)
  • Customer Satisfaction (CSAT) Score: 8.9/10 (Category avg: 8.7/10)
  • Net Promoter Score (NPS): 9.5/10 (Category avg: 8.8/10)

Who Is the Company Behind InMoment Experience Improvement (XI) Platform?

Who Uses This Product?

  • Who Uses This: Product Manager, Customer Success Manager
  • Top Industries: Computer Software, Information Technology and Services
  • Company Size: 47% Small, 39% Medium

What Are Recent G2 Reviews of InMoment Experience Improvement (XI) Platform?

What Are G2 Users Discussing About InMoment Experience Improvement (XI) Platform?

SurveySparrow

SurveySparrow is the AI-powered CX platform that turns customer feedback into action on its own. Say a customer gives a low satisfaction score. SurveySparrow opens a ticket, assigns your success team, notifies Slack, and sends a follow-up. Nobody has to step in. Built so anyone on your team can run it. SurveySparrow collects feedback, understands it, and acts on it automatically. Collect: Conversational Surveys, with Echo, our AI, asking the natural follow-up in real time, lift response rates by 40%. They work across every channel customers use: surveys, reviews, social, support, calls, email, SMS, WhatsApp, auto-translated into their language. Understand: Every response is read for sentiment and theme the moment it lands. Act: Workflows route the right response to the right team and push it into Salesforce, HubSpot, Slack, Jira, and 1,500+ other tools automatically. A CSAT of 2/5 can open a ticket, assign your CSM, notify Slack, and trigger a follow-up survey. End-to-end, nobody has to touch it. It's built so any team can run it, whether or not you have a dedicated CX or research function. A sophisticated feedback program, without a sophisticated setup. Also built in: Offline Surveys for field teams, Video Surveys for research that needs a human face, HIPAA compliance for regulated industries, and full white-labeling. Try it free for 14 days. No credit card, no onboarding call required.

Average Rating: 4.4/5.0

Total Reviews: 2,029

How Do G2 Users Rate SurveySparrow?

  • Has the product been a good partner in doing business?: 8.9/10 (Category avg: 9.2/10)
  • Customer Effort Score (CES): 8.9/10 (Category avg: 8.2/10)
  • Customer Satisfaction (CSAT) Score: 9.0/10 (Category avg: 8.7/10)
  • Net Promoter Score (NPS): 8.8/10 (Category avg: 8.8/10)

Who Is the Company Behind SurveySparrow?

  • Seller: SurveySparrow Inc.
  • Company Website:
  • Year Founded: 2017
  • HQ Location: Palo Alto, California
  • LinkedIn® Page: www.linkedin.com
    396 employees on LinkedIn®

Who Uses This Product?

  • Who Uses This: CEO, Founder
  • Top Industries: Information Technology and Services, Computer Software
  • Company Size: 68% Small, 25% Medium

What Do G2 Reviewers Say About SurveySparrow?

AI-generated summary from verified user reviews

Pros
  • Users appreciate the ease of use of SurveySparrow, enjoying its intuitive setup and user-friendly interface for quick surveys.
  • Users appreciate the conversational survey experience of SurveySparrow, enhancing engagement and improving completion rates.
  • Users love the intuitive and engaging user interface of SurveySparrow, enhancing response rates and reducing survey fatigue.
  • Users appreciate the conversational survey experience of SurveySparrow, leading to better answers and higher completion rates.
  • Users love the intuitive design of SurveySparrow, enhancing engagement and making survey creation quick and straightforward.
Cons
  • Users find the poor reporting capabilities of SurveySparrow limiting for advanced analytics and deeper insights.
  • Users find the difficult reporting limits their ability to perform advanced analytics and customize dashboards effectively.
  • Users find limited customization in reporting features, making it challenging to analyze data effectively across different parameters.
  • Users find the limited reporting features of SurveySparrow insufficient for advanced analytics and deeper insights.
  • Users find SurveySparrow to be expensive as advanced features are locked behind higher-tier plans, limiting accessibility.

What Are Recent G2 Reviews of SurveySparrow?

What Are G2 Users Discussing About SurveySparrow?

Inia Debnath
ID
Researched and written by Inia Debnath
Updated October 5, 2026

Experience Management Topics

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Learn More 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): 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: 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: 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: 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 include:

  • Birdeye offers an all-in-one platform for reviews, surveys, and customer feedback, helping small businesses manage their online reputation and improve customer experience.
  • SurveySparrow 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 provides advanced survey tools and analytics, enabling SaaS companies to collect and act on customer insights to enhance product offerings.
  • UserTesting offers real-time user feedback through video recordings, helping SaaS companies understand user behavior and improve usability.

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.