Best Experience Management Software

How Many Experience Management Software Products Does G2 Track?

Total Products under this Category: 149

Category Stats (Oct 2026)

  • Average Rating: 4.54/5 (↑0.04 vs Sep 2026) The average rating of products in this category, based on all submitted ratings
  • Top Trending Product: Verint Voice of the Customer (+0.9%) - Among all products in this category, Verint Voice of the Customer recorded the largest rating increase compared to last month

Last updated: October 07, 2026

How Does G2 Rank Experience Management Software Products?

Why You Can Trust G2's Software Rankings:

  • 30 Analysts and Data Experts
  • 20,800+ Authentic Reviews
  • 149+ 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, Reputation, Qualtrics Market Research, QuestionPro, Resonate CX, Medallia Customer Experience, ReputationStacker, and Experience.com.

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

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: 4,105

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
  • Twitter: @BirdEye_
    5,232 Twitter followers
  • LinkedIn® Page: www.linkedin.com
    1,477 employees on LinkedIn®

Who Uses This Product?

  • Who Uses This: Owner, Marketing Manager
  • Top Industries: Hospital & Health Care, Real Estate
  • Company Size: 47% Small, 34% Medium

What Do G2 Reviewers Say About Birdeye?

AI-generated summary from verified user reviews

Pros
  • Users value the ease of use of Birdeye, appreciating its intuitive navigation and efficient support team.
  • Users appreciate the efficiency in managing reviews with Birdeye, making feedback response quick and streamlined.
  • Users appreciate the efficiency in review management offered by Birdeye, streamlining customer feedback in one platform.
  • Users appreciate the fast and responsive customer support provided by Birdeye, enhancing their overall experience.
  • Users appreciate the centralized platform of Birdeye, simplifying patient engagement and reputation management efficiently.
Cons
  • Users feel the lack of missing features limits Birdeye's potential, wishing for more reports and integrations.
  • Users notice the need for improvement in the AI chatbot, as it struggles with complex queries and implementation issues.
  • Users find the dashboard challenging to navigate, especially when managing multiple locations and utilizing the search function.
  • Users experience a noticeable learning curve with Birdeye, especially when navigating its features initially.
  • Users note that Birdeye has limited features for review management, impacting the effectiveness of customer interactions.

What Are Recent G2 Reviews of Birdeye?

What Are G2 Users Discussing About Birdeye?

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: 2,405

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
  • Twitter: @Reputation_Com
    10,930 Twitter followers
  • 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 appreciate the centralized management of reviews and surveys, enhancing efficiency and ease of use.
  • Users appreciate the ease of use of Reputation, streamlining feedback management and making metrics easily accessible.
  • Users value the SMS review request feature of Reputation, enhancing communication and customer feedback management effectively.
  • Users value the user-friendly interface and insights from Reputation.com, enhancing their review management experience significantly.
Cons
  • Users note improvement needed in report customization and integration processes, highlighting issues with review discrepancies and support.
  • Users report issues with survey email bounces and lack of clarity in metrics affecting their feedback collection.
  • Users are frustrated by the inability to resend survey emails after correcting addresses, hindering effective feedback collection.
  • Users find the missing features in Reputation limit its effectiveness, especially regarding social media management and customization.

What Are Recent G2 Reviews of Reputation?

What Are G2 Users Discussing About Reputation?

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: 511

How Do G2 Users Rate Resonate CX?

  • Has the product been a good partner in doing business?: 9.6/10 (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): 9.3/10 (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
  • Twitter: @ResonateAU
    214 Twitter followers
  • 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: 35% Small, 34% 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, finding it efficient for viewing reports and trends.
  • Users find Resonate CX to be a helpful management tool, enhancing team training and providing valuable insights.
  • Users appreciate the efficient feedback management of Resonate CX, enabling significant improvements in customer experience and retention.
  • Users value the impactful customer feedback from Resonate CX, enhancing their ability to improve customer experiences effectively.
  • Users appreciate the quick insights generation of Resonate CX, enabling them to identify improvement areas effectively.
Cons
  • Users express frustration over scoring system issues that lead to inaccurate score representation despite positive experiences.
  • Users face challenges with inadequate feedback due to delays and irrelevant responses impacting score improvement.
  • Users face challenges with reporting issues as false claims affect NPS and some stats are not live.
  • Users express concerns over survey issues, highlighting a need for more transparency and constructive feedback mechanisms.
  • Users find the interface not intuitive, leading to confusion with navigation and data relevance on Resonate CX.

What Are Recent G2 Reviews of Resonate CX?

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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: 4.8/5.0

Total Reviews: 404

How Do G2 Users Rate Experience.com?

  • Has the product been a good partner in doing business?: 9.2/10 (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 with Experience.com, enjoying seamless setup and accessible, user-friendly features.
  • Users highly value the exceptional customer support from Experience.com, ensuring timely and professional assistance whenever needed.
  • Users appreciate the easy-to-use interface of Experience.com, enhancing their ability to manage and analyze customer reviews.
  • Users appreciate the seamless review management of Experience.com, enhancing client engagement and operational efficiency effortlessly.
  • Users value the real customer experiences on Experience.com, enhancing marketing strategies and building confidence in their business.
Cons
  • Users find linking issues burdensome, preferring direct posting on other review sites for convenience.
  • Users often face connection issues with Experience.com, finding account linking and reconnections cumbersome.
  • Users experience integration issues with Experience.com, especially regarding social media linking and options for loan officers.
  • Users find the social media integration confusing and are frustrated by the need for a business account.
  • Users face improvement needs with Experience.com, citing connection issues, excessive review prompts, and outdated survey questions.

What Are Recent G2 Reviews of Experience.com?

What Are G2 Users Discussing About Experience.com?

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: 208

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
  • Twitter: @Medallia
    12,225 Twitter followers
  • LinkedIn® Page: www.linkedin.com
    2,765 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 appreciate the closed loop feedback process in Medallia, enhancing organizational engagement from all levels.
  • Users appreciate the ease of use of Medallia Customer Experience, enjoying its smooth setup and digestible data analysis.
  • Users appreciate the ease of use and AI integration of Medallia, enhancing data management and actionable insights.
  • Users appreciate the high touch client service of Medallia Customer Experience, valuing responsive support and actionable insights.
  • Users appreciate the grounded insights provided by Medallia Customer Experience, enhancing collaboration and data democratization.
Cons
  • Users find the steep learning curve of Medallia challenging, requiring significant time to master its features.
  • Users feel that Medallia's AI capabilities are behind compared to competitors, impacting onboarding and text analytics customization.
  • New users may face a challenging learning curve due to the platform's complexity and feature abundance.
  • Users find limitations in features and manual effort needed complicates feedback management, delaying valuable insights.
  • Users feel that engagement reporting and onboarding processes need enhancements for a better overall experience.

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
  • Twitter: @microsoft
    13,091,739 Twitter followers
  • LinkedIn® Page: www.linkedin.com
    232,750 employees on LinkedIn®
  • Ownership: MSFT

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 find the ease of use in Dynamics 365 Customer Voice enhances their survey creation experience significantly.
  • Users find the intuitive design of Dynamics 365 Customer Voice enhances their survey creation experience significantly.
Cons
  • Users experience delayed services with Dynamics 365 Customer Voice, impacting the efficiency of analytics gathering.
  • Users find the NPS calculation difficult and sometimes vague, leading to confusion and inaccuracies in feedback.

What Are Recent G2 Reviews of Dynamics 365 Customer Voice?

What Are G2 Users Discussing About Dynamics 365 Customer Voice?

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: 1,030

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
  • Twitter: @asknicely
    2,316 Twitter followers
  • 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 love the ease of use of AskNicely, thanks to its intuitive interface and straightforward setup process.
  • Users highlight the exceptional customer support from AskNicely, ensuring all inquiries and needs are promptly addressed.
  • Users appreciate the ease of collecting actionable customer feedback with AskNicely, enhancing coaching and performance reporting.
  • Users appreciate the real-time visibility AskNicely offers, enhancing customer service and overall effectiveness in managing feedback.
  • Users appreciate the easy setup of AskNicely, finding it straightforward and seamless for client engagement.
Cons
  • Users find the difficult reporting of AskNicely hampers their ability to manage feedback effectively and efficiently.
  • Users find the survey limitations frustrating, especially regarding contact deletion and low response rates.
  • Users find limited customization options frustrating, impacting their ability to adapt surveys and dashboards to their needs.
  • Users dislike the manual processes required for managing contacts and reporting, which can be time-consuming and inefficient.
  • Users feel that AskNicely requires improvement in shout out functionality and better integration with other systems.

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: 1,608

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
  • Twitter: @churnzero
    1,792 Twitter followers
  • 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 find ChurnZero to be intuitive and user-friendly, streamlining their operations and enhancing customer engagement.
  • Users value the helpful customer success management that aids in efficiently monitoring and engaging with clients.
  • Users love the automation features of ChurnZero, enhancing organization and streamlining workflows for improved customer success.
  • Users rave about the fantastic customer support from ChurnZero, enhancing their experience and efficiency significantly.
  • Users commend ChurnZero for its efficiency in organization and adaptability, streamlining workflows and enhancing customer management.
Cons
  • Users find the learning curve steep, resulting in a time-consuming process before fully benefiting from ChurnZero.
  • Users find the complexity of navigation and report creation in ChurnZero challenging, impacting overall usability.
  • Users find ChurnZero's interface not intuitive, complicating email formatting, navigation, and integration processes.
  • Users note the missing features in ChurnZero, expressing a desire for better account overview and customization options.
  • Users face a steep learning curve with ChurnZero, requiring time and effort to achieve proficiency with features.

What Are Recent G2 Reviews of ChurnZero?

What Are G2 Users Discussing About ChurnZero?

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: 155

How Do G2 Users Rate Feefo?

  • Has the product been a good partner in doing business?: 9.5/10 (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
  • Twitter: @Feefo_Official
    6,279 Twitter followers
  • 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: 50% Small, 37% Medium

What Do G2 Reviewers Say About Feefo?

AI-generated summary from verified user reviews

Pros
  • Users appreciate the responsive and thorough customer support from Feefo, enhancing their experience and satisfaction.
  • Users find Feefo to be extremely easy to use, enhancing their ability to gather and analyze feedback effortlessly.
  • Users appreciate the helpful support from Feefo's team, enhancing their experience with attentive assistance and effective tools.
  • Users find Feefo easy to use, appreciating its intuitive setup and smooth daily operation for gathering feedback.
  • Users find the Feefo team very helpful, proactive, and attentive, making collaboration a pleasant experience.
Cons
  • Users note the missing features in Feefo, such as limited customizability and lack of support for analytics.
  • Users note the poor reporting capabilities, although recent improvements have made progress in this area.
  • Users find the AI review writer tedious and lacking functionality, highlighting the need for improvement and better support.
  • Users find the limited customization options for review request emails and forms restrict their branding flexibility.
  • Users desire more customizable features in Feefo, wishing for better flexibility and trial options to assess value.

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: 1,730

How Do G2 Users Rate Gainsight Customer Success?

  • Has the product been a good partner in doing business?: 9.0/10 (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?

  • Seller: Gainsight Inc.
  • Company Website:
  • Year Founded: 2009
  • HQ Location: San Francisco, CA
  • Twitter: @GainsightHQ
    13,119 Twitter followers
  • LinkedIn® Page: www.linkedin.com
    1,144 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, 33% 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, enhancing productivity and providing clear account visualization.
  • Users value the centralized customer data in Gainsight, enhancing efficiency and effectiveness for Customer Success Management.
  • Users value the health monitoring capabilities of Gainsight, enhancing visibility and proactive management of customer success.
  • Users appreciate the comprehensive visibility Gainsight provides into the customer journey, enhancing decision-making and operational efficiency.
  • Users value the comprehensive visibility Gainsight provides into the customer journey, enhancing decision-making and engagement.
Cons
  • Users struggle with the complexity of Gainsight's setup and configuration, requiring significant time and effort to optimize.
  • Users find information retrieval challenging in Gainsight, along with limited proactive capabilities and a complex learning curve.
  • Users report a steep learning curve with Gainsight Customer Success, finding initial setup and understanding features challenging.
  • Users experience a steep learning curve with Gainsight, making initial setup and mastery challenging.
  • Users note significant missing features in Gainsight, affecting functionality, security assessments, and integration capabilities.

What Are Recent G2 Reviews of Gainsight Customer Success?

What Are G2 Users Discussing About Gainsight Customer Success?

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: 726

How Do G2 Users Rate Qualtrics Customer Experience?

  • Has the product been a good partner in doing business?: 8.5/10 (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
  • Twitter: @Qualtrics
    42,137 Twitter followers
  • LinkedIn® Page: www.linkedin.com
    11,647 employees on LinkedIn®

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 appreciate the ease of use of Qualtrics, finding it intuitive and great for analytics across customer touchpoints.
  • Users value the strong analytics and reporting capabilities of Qualtrics, which enhance customer experience insights and actions.
  • Users find Qualtrics extremely helpful for gaining insights that enhance customer satisfaction and retention strategies.
  • Users value the strong analytics and reporting capabilities of Qualtrics for deep insights into customer feedback.
Cons
  • Users find the complexity of Qualtrics Customer Experience overwhelming, particularly new users needing basic survey functions.
  • Users find the custom setup improvements necessary, especially regarding Text iQ's accuracy in non-English languages.
  • Users find limited customization options in Qualtrics, making it difficult to tailor the platform to specific needs.
  • Users find the platform expensive, which can be a barrier for smaller teams with limited budgets.
  • Users find the platform not intuitive, with a complex UI that can be overwhelming for newcomers.

What Are Recent G2 Reviews of Qualtrics Customer Experience?

What Are G2 Users Discussing About Qualtrics Customer Experience?

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?

ClearlyRated

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 leader in AEC where our Client Savvy Platform was purpose built to solve a very practical problem: how to understand clients better, improve project relationships, and create more value without slowing delivery teams down. It was built within an architecture firm, for practitioners, to work in the real constraints of project-based professional services. For more than 20 years, ClearlyRated has focused on AEC and closely related professional services firms.  The company has helped more than 700 AEC firms design, deliver, and measure client experiences that drive growth, retention, and referrals. As pioneers and thought leaders in CX for professional services, ClearlyRated has led the movement to make CX measurable, actionable, and tied directly to business outcomes. Our Client Savvy  platform leverages the patented CX® (Client Experience Indicator), a 7-point sliding scale that evaluates how client experiences align with expectations. Our platform delivers higher response rates, richer insights, and earlier risk detection than traditional survey methods, while real-time dashboards, AI sentiment analysis, and analytics enable firms to respond quickly and strategically. Beyond technology, ClearlyRated partners with organizations to embed client experience into daily practice. Its programs, ranging from Client Perception Studies to ongoing Voice of the Client initiatives, help firms integrate feedback into business development, project delivery, and strategic planning. The result is reduced risk, improved retention, and stronger market differentiation.

Average Rating: 4.8/5.0

Total Reviews: 129

How Do G2 Users Rate ClearlyRated?

  • Has the product been a good partner in doing business?: 9.8/10 (Category avg: 9.2/10)
  • Customer Effort Score (CES): 8.7/10 (Category avg: 8.2/10)
  • Customer Satisfaction (CSAT) Score: 9.0/10 (Category avg: 8.7/10)
  • Net Promoter Score (NPS): 9.7/10 (Category avg: 8.8/10)

Who Is the Company Behind ClearlyRated?

  • Seller: ClearlyRated
  • Company Website:
  • Year Founded: 2003
  • HQ Location: Portland, Oregon
  • Twitter: @ClearlyRated
    1,630 Twitter followers
  • LinkedIn® Page: www.linkedin.com
    41 employees on LinkedIn®

Who Uses This Product?

  • Who Uses This: Marketing Manager, Marketing Director
  • Top Industries: Staffing and Recruiting, Accounting
  • Company Size: 60% Medium, 24% Small

What Do G2 Reviewers Say About ClearlyRated?

AI-generated summary from verified user reviews

Pros
  • Users appreciate the ease of implementation and insightful summaries provided by ClearlyRated for identifying strengths and opportunities.
  • Users appreciate the ease of use of ClearlyRated, finding it user-friendly and responsive for support queries.
  • Users praise the quick and effective customer support from ClearlyRated, enhancing their overall experience with the service.
  • Users appreciate the structured and efficient feedback collection of ClearlyRated, enhancing ongoing process improvement initiatives.
  • Users appreciate the streamlined feedback management of ClearlyRated, effectively measuring client satisfaction and improving services.
Cons
  • Some users feel that ClearlyRated is expensive compared to other survey options, despite its added value and ROI.
  • Users experience survey limitations due to restricted response options and frequent spam issues affecting feedback collection.
  • Users find the navigation challenging, feeling overwhelmed by the information and lacking editing options for surveys.
  • Users feel the product requires considerable improvement, especially in depth and functionality related to data analysis and feedback categorization.
  • Users find the difficult navigation of ClearlyRated challenging, especially for newcomers trying to access key features.

What Are Recent G2 Reviews of ClearlyRated?

What Are G2 Users Discussing About ClearlyRated?

UserTesting

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 embedding real human feedback into every stage of development—from ideation to launch—organizations can eliminate guesswork, align stakeholders, and deliver experiences that truly meet evolving customer needs.

Average Rating: 4.4/5.0

Total Reviews: 736

How Do G2 Users Rate UserTesting?

  • Has the product been a good partner in doing business?: 8.7/10 (Category avg: 9.2/10)
  • Customer Effort Score (CES): 6.6/10 (Category avg: 8.2/10)
  • Customer Satisfaction (CSAT) Score: 6.5/10 (Category avg: 8.7/10)
  • Net Promoter Score (NPS): 6.8/10 (Category avg: 8.8/10)

Who Is the Company Behind UserTesting?

  • Seller: UserTesting
  • Company Website:
  • Year Founded: 2007
  • HQ Location: San Francisco, CA
  • Twitter: @usertesting
    42,832 Twitter followers
  • LinkedIn® Page: www.linkedin.com
    1,856 employees on LinkedIn®

Who Uses This Product?

  • Who Uses This: UX Researcher, Product Designer
  • Top Industries: Computer Software, Financial Services
  • Company Size: 41% Large, 37% Medium

What Do G2 Reviewers Say About UserTesting?

AI-generated summary from verified user reviews

Pros
  • Users appreciate the ease of use of UserTesting, enabling quick setup and feedback for effective digital experiences.
  • Users value the valuable insights UserTesting provides, enhancing understanding of consumer sentiment effectively and efficiently.
  • Users value the time-saving feedback from UserTesting, allowing for swift, informed decisions without guesswork.
  • Users praise the helpful and quick customer support of UserTesting, enhancing their overall experience and effectiveness.
  • Users value the insightful feedback tools of UserTesting, enhancing understanding of consumer sentiment effectively and efficiently.
Cons
  • Users face testing difficulties due to technical issues and limited quality of participants in unmoderated studies.
  • Users express frustration over missing features in UserTesting, highlight difficulties with notes and survey formatting.
  • Users report survey issues, including limited lanes, low participant quality, and lengthy wait times for results.
  • Users find UserTesting to be expensive, especially considering the quality of the participant pool and support services.
  • Users find the limited functionality of UserTesting, particularly in analysis and feature reliability, frustrating at times.

What Are Recent G2 Reviews of UserTesting?

What Are G2 Users Discussing About UserTesting?

Syndigo

Syndigo gets great products chosen. Every choice in commerce, whether by a shopper, a search engine, a marketplace, or an AI assistant, is made on product data and our software makes that data complete and trusted and moves it across the industry's largest two-sided commerce network: 15,000+ brands and 3,500+ retailers. Companies like AutoZone, Colgate-Palmolive, Dole International, Unilever, and Walgreens trust Syndigo to get their products chosen. Learn more at www.syndigo.com.

Average Rating: 4.4/5.0

Total Reviews: 195

How Do G2 Users Rate Syndigo?

  • Has the product been a good partner in doing business?: 9.4/10 (Category avg: 9.2/10)
  • Customer Effort Score (CES): 5.0/10 (Category avg: 8.2/10)
  • Customer Satisfaction (CSAT) Score: 8.3/10 (Category avg: 8.7/10)
  • Net Promoter Score (NPS): 6.7/10 (Category avg: 8.8/10)

Who Is the Company Behind Syndigo?

  • Seller: Syndigo
  • Company Website:
  • Year Founded: 2017
  • HQ Location: Chicago, Illinois
  • Twitter: @syndigoLLC
    281 Twitter followers
  • LinkedIn® Page: www.linkedin.com
    1,807 employees on LinkedIn®

Who Uses This Product?

  • Top Industries: Consumer Goods, Retail
  • Company Size: 40% Medium, 31% Small

What Do G2 Reviewers Say About Syndigo?

AI-generated summary from verified user reviews

Pros
  • Users praise the prompt and helpful customer support of Syndigo, making issue resolution and communication seamless.
  • Users value the user-friendly interface of Syndigo, enhancing their workflow and making operations seamless and efficient.
  • Users value the exceptional customer service from Syndigo, appreciating their prompt and helpful responses at every turn.
  • Users commend the quick response of Syndigo's customer support, enhancing their overall experience and satisfaction.
  • Users commend Syndigo for its intuitive platform and excellent support, enhancing efficiency in managing product information seamlessly.
Cons
  • Users express concern over data management issues, citing delays, errors, and lack of integration causing workflow challenges.
  • Users find the learning curve steep with Syndigo, highlighting confusion in navigation and user interface for newcomers.
  • Users struggle with poor usability due to a confusing UI and complicated navigation, hindering efficiency and ease of use.
  • Users find the complexity of Syndigo challenging, requiring simplification for a better overall experience.
  • Users find the interface confusing and overly complicated, hindering their ability to navigate effectively.

What Are Recent G2 Reviews of Syndigo?

What Are G2 Users Discussing About Syndigo?

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.