Best Experience Management Software
Experience management software consolidates feedback from a specific, target audience and delivers actionable insights and follow-up steps to close the loop. Experience management solutions build on the features provided by survey software and enterprise feedback management software by adding functionality that enables businesses to plan and take informed actions based on received feedback. Specifically, these tools deploy analytics dashboards for feedback data that is viewable by stakeholders across an organization. Some products will also provide gamification features or agent-based scoring metrics to incentivize employees to leverage insights offered by the platform.
Experience management solutions can be leveraged for different use cases across a business, including customer experience (CX), B2B account experience, product experience, and market research. Though most offerings specialize in only one use case, some products will target multiple groups of respondents and allow businesses to segment their audiences. Products that specialize in CX collect customer feedback and deploy insights to frontline employees who can execute closed-loop actions based on that feedback. Products designed for B2B account experience collect client feedback and deliver insights to sales or customer success teams. Product experience solutions help product management teams collect and analyze feedback about their customers’ experiences with a product. Finally, market research solutions provide special features like research panels to enable businesses to survey their target audience.
Experience management software offers the survey development and implementation features provided by survey products and the business-focused analytics features provided by enterprise feedback management solutions. Experience management tools differ from survey and enterprise feedback management tools because they offer additional features that allow for closed-loop actions to follow up on feedback.
Based on the stacking nature of these groups of products, the Experience Management, Enterprise Feedback Management, and Survey categories are mutually exclusive to provide clarity to the exact feature sets provided by each type of software solution.
To qualify for inclusion in the Experience Management category, a product must:
Featured Experience Management Software At A Glance
G2 takes pride in showing unbiased reviews on user satisfaction in our ratings and reports. We do not allow paid placements in any of our ratings, rankings, or reports. Learn about our scoring methodologies.
Birdeye is the #1 agentic marketing platform for multi-location brands, trusted by the biggest multi-location brands globally including H&R Block, Aspen Dental, and Caesars Entertainment. One P
Birdeye is a platform that manages online reputation, customer engagement, and reviews across multiple locations from a centralized dashboard. Users frequently mention the ease of use, the ability to consolidate reviews in one place, and the efficient management of online reputation as key benefits of Birdeye. Users experienced a learning curve when first implementing all features across multiple locations and found some features overwhelming due to the multitude of tools packed into the platform.
5,239 Twitter followers
Reputation is the only platform that empowers companies to fulfill their brand promise by measuring, managing, and scaling their reputation performance in real-time, everywhere. Functioning as a busin
Reputation is a centralized platform that collects and manages user ratings and reviews from various platforms, offers real-time review monitoring, and provides insights from marketing campaigns. Users like Reputation's ability to centralize reviews, its real-time review monitoring system, and the insights it provides from marketing campaigns, which guide users in SEO improvements. Reviewers noted that Reputation lacks a strong social media presence and management, and its reporting often lags, causing confusion in reviews navigation.
10,939 Twitter followers
QuestionPro is a comprehensive insights and experience management platform trusted by over 5.3 million users in 100+ countries, from individual researchers to Fortune 100 corporations. Our powerful an
13,138 Twitter followers
Used by more than 13,000 brands and 75% of the Fortune 500, Qualtrics CoreXM is the most trusted, intelligent, and scalable all-in-one platform for experience management. Qualtrics CoreXM is the fo
42,190 Twitter followers
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-wi
Resonate CX is a tool used by organizations to obtain real-time feedback from clients, track NPS scores, and gain insights into customer satisfaction. Reviewers like the ease of use, the ability to view feedback separately for different brands, the integration with OfficeRND, and the valuable insights provided by the platform, such as NPS scores and customer perspectives. Reviewers experienced challenges with the interface, frustration with constant pop-ups for AI assistance, lack of context regarding the distribution of surveys, and confusion about the rating system.
213 Twitter followers
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
2,320 Twitter followers
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 integr
13,088,482 Twitter followers
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. Medalli
12,262 Twitter followers
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 bette
42,190 Twitter followers
Experience.com is a comprehensive reputation management solution designed to help businesses enhance their online presence through the effective use of customer feedback and artificial intelligence. T
Experience.com is a platform that provides a space for clients to leave reviews, helping businesses expand their social reach and improve their online presence. Users frequently mention the ease of setup and use, the platform's SEO capabilities, the quality of customer support, and the benefit of having an all-in-one review platform. Users reported issues with the website analytics not identifying certain specific items, difficulties in transferring initial experience reviews from one company to another, and a lack of customization outside of the templates offered.
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.
1,830 Twitter followers
UserTesting is the leader in human insight. Our Human Insight Engine empowers teams to validate decisions, co-innovate at scale, and accelerate the path to their best products and experiences. By e
42,979 Twitter followers
Gainsight Customer Success (CS) is the command center for post-sale growth, giving CROs and CS leaders the visibility, automation, and AI they need to protect revenue and scale efficiently. Instead of
13,171 Twitter followers
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 custo
Feefo is a review platform that integrates with customer journey and operational workflows, providing structured feedback at scale. Reviewers appreciate the ease of use, the clean integration into their systems, the responsive support team, and the ability to gather and manage reviews efficiently. Reviewers experienced some challenges with the platform, such as a slight learning curve when setting up campaigns and automations, limitations in customizing review request emails, and occasional difficulties in uploading multiple invites.
6,306 Twitter followers
Founded in 2003 ClearlyRated is the leading client satisfaction and reputation management platform for professional service firms. Through our acquisition of Client Savvy in 2025, we are the market le
1,641 Twitter followers
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.
- 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.
- 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.
- 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.
- 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.
- 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?
- 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.
- 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.
- 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.
- 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.
- 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.
- 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.
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 include:
- Medallia Experience Cloud provides real-time feedback and AI-driven insights, enabling enterprises to understand customer sentiments and drive improvements across touchpoints.
- Verint 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: 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: 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: 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: 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.
