The 7 Best Customer Experience Management Software in 2024

What is customer experience management software?

Customer experience management software is a platform that collects and analyzes your customers’ feedback from different sources and maps your customer journey so you can improve their experience with your brand.

Have you ever bought products from a business and remained loyal to the brand because of the consistent, seamless customer experience it provides?

If you have, you’re not alone. About 84% of consumers believe that the experience a business provides is just as crucial as its offerings. This stat tells business owners and marketers like you to create a seamless customer experience to improve their engagement with your business and retain them.

With customer experience management software, you can collect and analyze customer feedback and improve their overall experience with your business.

If you’re looking for the best customer experience management software, you’ve come to the right place. Keep reading to learn more about these topics:

• What is customer experience management software?
• 7 best customer experience management software
• FAQs about customer experience platforms

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What is customer experience management software?

Customer experience management software is a platform that enables you to gather and analyze your customers’ feedback from different sources and map your customer journey.

This software aims to measure and improve your customer’s experiences with your brand — from the moment they discover your business to their after-sales interactions with you. As a result, you increase customer satisfaction, retain more customers, and foster loyalty.

Different customer experience management platforms serve other purposes. You may need multiple software to perform various tasks, such as gathering customers’ sentiments, mapping their journeys, and analyzing their feedback.

7 best customer experience management software

If you want to gather and measure your customers’ sentiments, and improve their experiences with your business, here are the seven best customer experience platforms you can use:

Best customer experience management software

1. MarketingCloudFX — Best for gathering customer feedback and promoting customer engagement
2. Nutshell — Best for creating custom forms
3. Medallia —Best for predictive analysis
4. Qualtrics XM — Best for social listening
5. Hiver — Best for sending customer satisfaction surveys using Gmail
6. Acoustic TeaLeaf — Best for resolving customer issues
7. SurveySparrow — Best for analyzing customer sentiments using charts

Let’s dive into each one:

1. MarketingCloudFX

Price: Starts at $750 per month

MarketingCloudFX is our proprietary growth platform powered by IBM Watson artificial intelligence (AI). It has the following features that enable you to gather insights from customers and promote customer engagement:

• ReviewAccelerationFX: Request and track online reviews from your customers with ReviewAccelerationFX, which sends out automated emails to ask for your customer’s feedback after their experience. You can also run net promoter score (NPS) surveys to measure customers’ overall satisfaction with and loyalty to your business.
• PersonalizeFX: Improve customer engagement by implementing personalization strategies. PersonalizeFX lets you display personalized content based on your customer’s behavior, demographics, and firmographics.
• Customer360FX: MarketingCloudFX also has a customer data platform (CDP) feature, Customer360FX. It collects and analyzes data from your prospects and customers, so you can better understand their needs and create a seamless experience for them.

2. Nutshell

Price: Starts at $16 per month (free 14-day trial available)

Nutshell is our user-friendly customer relationship management (CRM) software equipped with sales and marketing tools that enable you to foster engagement with your customers.

Do you want to gather feedback from your customers? Its easy-to-use Nutshell Forms enables you to create custom forms to get customers’ sentiments on their most recent transactions.

Nutshell also integrates with MarketingCloudFX. Together, these platforms can gather and analyze your customers’ attitudes toward your business, enabling you to optimize touchpoints to nurture engagement and increase satisfaction.

3. Medallia

Price: Contact Medallia to get a quote

Medallia is an experience management platform that gathers customer feedback from different channels and analyzes these insights. It uses Medallia Athena, an AI technology that processes collected customer feedback and turns it into insights to improve experiences.

Medallia Athena is an AI technology layer that helps turn the exploding volume of customer, employee, and product journey data across many channels into a 360-degree view that drives action to improve experiences.

It can detect dwindling customer satisfaction and suggest actions to prevent them from churning.

4. Qualtrics XM

Price: Contact Qualtrics to get a quote

Qualtrics XM is a platform that enables you to uncover your customers’ sentiments regarding your business from social media posts, online reviews, and surveys. It then identifies opportunities to improve customer interactions to encourage engagement and increase customer satisfaction.

5. Hiver

Price: Starts at $15 per user per month (free trial available)

If you’re looking for a customer satisfaction survey and helpdesk tool in one, consider Hiver. It’s a multichannel tool you can integrate with Google Workspace, enabling your team members to conduct surveys through Gmail.

Hiver can also monitor key metrics to optimize customer engagement and improve customer interaction.

6. Acoustic Tealeaf

Price: Contact Acoustic to get a quote

Tealeaf is an AI-powered customer experience management platform from Acoustic. It gathers your customers’ sentiments and actions, and analyzes them so you can understand their behaviors.

It enables you to manage sales lifecycles and helps you resolve customer issues. As a result, you can optimize your customers’ experience and retain them.

7. SurveySparrow

Price: Starts at $19 per month (14-day free trial available)

SurveySparrow is a platform that enables you to improve your customers’ experience with your business. It has a suite of tools for gathering and analyzing your customers’ feedback. In addition, it also helps you analyze and measure your customers’ experience using charts and graphs that are easy to understand.

With these features, you can enhance your customers’ experience, resulting in happy and loyal customers.

FAQs about customer experience management software

Now let’s answer your burning questions about customer experience management software:

Why is customer experience management software important?

Importance of customer experience management software

Simply put, customer experience management software enables you to understand your customers’ insights better and provide them with excellent service.

These tools help you identify your customers’ needs and expectations from your business. Using surveys like NPS and customer satisfaction scores, you can measure their satisfaction with your offerings or support.

Your survey results will then inform your strategies for improving your customer’s experience with your brand.

Customer experience management software also enables you to optimize your website and processes. With the help of AI-based analysis tools, you can identify the touchpoints that stop your customers from proceeding with their transactions or cause them to churn.

As a result, you can optimize these touchpoints — whether on your website or in your brick-and-mortar store.

What’s the difference between customer journey and customer experience?

Customer journey vs. customer experience

Customer journey refers to the series of touchpoints that a customer takes, from discovering your business to their post-purchase interactions. On the other hand, customer experience refers to their overall behavior and attitude toward your business throughout their journey with you.

Both customer journey and customer experience are critical to your business so that you can better understand your customers’ pain points and optimize their interactions with you.

By monitoring both customer journey and experience, you identify their pain points and reduce friction in their journey. The result? You increase their satisfaction and retain them!

What’s the difference between CRM and customer experience management?

Customer relationship management (CRM) vs. customer experience management

CRM refers to the strategies businesses use to manage their interactions with prospects and customers. Meanwhile, customer experience management refers to a company’s processes to improve customer satisfaction and loyalty.

CRM and customer experience management have some similarities. Both contribute to increased profits. However, they have differences and different areas of focus.

CRM is focused on improving business processes to increase profitability. On the other hand, customer experience management focuses on optimizing customer engagement, which results in higher profitability.

Measuring the metrics that affect your bottom line.

Are you interested in custom reporting that is specific to your unique business needs? Powered by MarketingCloudFX, WebFX creates custom reports based on the metrics that matter most to your company.

• Leads
• Transactions
• Calls
• Revenue

Learn More

Looking for the best customer experience management software? WebFX got you

Customer experience management software enables you to understand your customers better and improve their experience with your brand, resulting in customer retention and profits.

If you want to team up with an agency that uses one of the best customer experience platforms and implements strategies that can grow your bottom line, consider teaming up with WebFX.

We’re a full-service digital marketing agency with over 28 years of experience. In addition, our proprietary AI-powered growth platform, MarketingCloudFX, can help you gather and analyze customer insights and personalize customer experiences to improve their overall experience with your business.

You can even integrate MarketingCloudFX with our easy-to-use CRM, Nutshell, to foster engagement with your business. Together, these tools enable you to retain customers and increase your revenue.

Contact us online or call us at 888-601-5359 to speak to a strategist about our digital marketing services!