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Experience Management Software: 10 Great Tools to Check Out in 2021

Parvathi Vijayamohan

8 min read

Imagine it’s your birthday, and you’re inviting everyone (except that annoying couple) to your party. Of course, as the host, you would want to make sure that your guests are enjoying themselves in every way.

That is what experience management is about. However, capturing and improving experience is almost impossible without tools. That’s why you need experience management software.

So in this article, we will give you an overview of the top 10 experience management tools and some of their best features.

The top 10 experience management software

Experience Management Software: Selection Criteria

  • UI: Each tool must provide clear, trackable feedback from all touch points. They must also merge easily with data from other business tools so you can view all the data streams in one place.
  • Pricing: The pricing should be flexible as per your business needs. Bonus points if the user gets a free trial along with a demo.
  • Uses: Experience management software has so many uses. They can include customer experience (CX), employee experience (EX), product experience (PX), reputation management, and more. While most tools specialize in one business area, some platforms can manage the experience for multiple areas.

For the purpose of this article, we’re focusing on experience management tools for at least two out of these three areas: CX, EX, and PX.

All-rounders

#1 – SurveySparrow

Experience management software #1: SurveySparrow

SurveySparrow is an omnichannel experience management software that uses surveys as a primary management tool. With 100,000+ customers including Bausch + Lomb, Gucci, and Duke University, SurveySparrow is recognized as one of the leading survey software companies by SoftwareReviews.

Features

  • Hundreds of form templates
  • Chat, classic & offline surveys with 1,500+ integrations
  • Omnichannel engagement through websites, in-app, email, QR codes & more
  • Text and sentiment analysis tools
  • Real-time data dashboard with customizable filters
CX moduleEX modulePX module
NPS tracking & benchmarksEnterprise survey softwareOnline research panels
Customer Effort Score (CES)360 degree feedbackChatbots for website
Customer Satisfaction Score (CSAT)Employee check-insSparrow API
Issue tracking & managementNo-code applicant trackingConcept testing 
Offline feedback managementEmployee pulse surveysUser experience feedback

Pricing: SurveySparrow starts at $99/month for 10,000 responses/month. It has a 14-day free trial as well as a demo.

#2 – Medallia

Medallia homepage

First off, Medallia doesn’t have specialized survey tools like SurveySparrow. But it has a much broader range of tools that includes a survey builder, in-app feedback, and reputation management software. What’s more, companies can tap into Medallia’s partnership with G2 to request G2 reviews from their app users. Now that’s a perk that early-stage startups will find useful.

Features

  • Feedback collection for diverse channels
  • Sandbox for testing your feedback programs
  • Artificial intelligence for insights
  • Medallia Social for social reputation management
CX moduleEX modulePX module
Omnichannel engagementIdea crowdsourcingProduct feedback management
Customer lifecycle dataVideo feedback & data captureA/B testing
Real-time reportingEmployee surveysUser journey analytics
Issue tracking & managementZoom video surveysProduct feedback analytics

Pricing: Medallia offers customized pricing on request. They also have a 30-day free trial and a free demo.

#3 – Qualtrics XM

Qualtrics XM is a leading experience management software for customers, employees, products and brands. For startups that are just getting into experience management, their free survey account is recommended. It gives access to 1 active survey, 50+ survey templates and 100 responses.

Features

  • Customizable templates
  • Brand tracking studies
  • Omnichannel survey distribution
  • Predictive analytics for user behaviour
  • Real-time responses
CX moduleEX modulePX module
NPS surveysEmployee engagementProduct name research tools
Predictive analytics360 degree feedbackPricing research software
Online reputation managementEmployee pulseMarket segmentation tool
Voice of the customereNPSConcept testing tools
Issue tracking & managementCandidate analysis softwareConcept research

Pricing: There is a free version available for the CoreXM platform – while Qualtrics’ CustomerXM platform starts at $1,500 per year. While other prices are not mentioned, you can book demos for all of their tools.

#4 – Confirmit

Experience management software:Confirmit

If you can program your way around a tool, then consider Confirmit. Confirmit is an experience management software that lets you create, launch and monitor feedback programs – ranging from a hundred to millions of respondents. The advantage of Confirmit is that you can program the surveys using JavaScript/jQuery. This method lets you work around the software’s limitations.

Features

  • Survey programming and design
  • Multi-channel data collection
  • Real-time reporting and analytics
  • Text and social analytics
  • Research panel management
CX moduleEX modulePX module
Call managementLifecycle surveysProprietary tech development
Offline interviewing software360-degree feedbackMarket segmentation
Voice of the Customer surveysEmployee pulseBrand tracking
Issue tracking & managementEmployee engagementA/B product testing

Pricing: Confirmit does not have a free version or a free trial. You can call the nearest office or book a demo.

CX + EX

#5 – SurveyMonkey

Customer experience and employee experience management: SurveyMonkey enterprise

GetFeedback by SurveyMonkey is built for customer experience management. However, for employee experience, SurveyMonkey’s the ol’ reliable. Yet if you’re looking for software that can deliver on both fronts, SurveyMonkey Enterprise is a good choice. It has the same features as the core software with extra functionalities, including user administration, enhanced security features, and more integrations.

Features

  • Survey feedback from experts with SurveyMonkey Genius
  • Question bank with 1800+ pre-written questions
  • Survey and report templates
  • User activity tracking
  • Central admin dashboard
CX moduleEX module
NPS tracking & benchmarkingRecruiting & onboarding surveys
Customer satisfaction surveys360 surveys
Customer loyaltyTraining quizzes
Omnichannel feedback collectionEmployee engagement surveys
Issue tracking & managementExit surveys


Pricing:
SurveyMonkey starts at $25/user/month for the team plan and has a free version as well. However, pricing is on request for the Enterprise plan and GetFeedback by SurveyMonkey.

#6 – InMoment

InMoment

InMoment is a leader in the Gartner Magic Quadrant for its Voice of the Customer software. As an experience management tool, it offers customer listening capabilities across multiple channels. In addition, InMoment’s highest-rated features on G2 are its CSAT scoring function and multi-brand experience support.

Features

  • Survey and micro-survey design
  • AI-powered chatbots
  • Social media monitoring
  • Multimedia feedback
  • Custom dashboards
CX moduleEX module
VoC Multi-touchpoint feedbacVoE Employee lifecycle surveys
NPS, CES & CSAT micro surveysPredictive analytics
Review managementText analytics
Customer journey mappingSentiment analysis
AI-powered issue resolutionCulture creation

Pricing: InMoment offers custom pricing for all its plans with the option to book a demo. A free trial is available under the core CX plan.

#7 – Zonka Feedback

Zonka Feedback

Like SurveySparrow, Zonka Feedback has an offline (device kiosk) mode. This feature makes both of them great options for online companies and brick-and-mortar stores. In addition, as an experience management software, Zonka offers decent solutions for specific industries – including healthcare, education, finance, and retail.

Features

  • Online and offline surveys
  • Offline device tracking
  • Feedback alerts and digests
  • Location-based insights
  • Text and tags analytics
CX moduleEX module
NPS reporting & dashboardEmployee satisfaction
Multi-chain/location data managementEmployee NPS (eNPS)
Overtime trends reporting for CX metricsEmployee feedback surveys
Issue tracking & managementTeam insights report

Pricing: Zonka pricing starts at $79/month. A 15-day free trial is available for all plans except Custom, for which you’ll need to book a demo.

CX + PX

#8 – Gainsight

Gainsight

Gainsight is an experience management software. But it also lets you tackle areas that are indirectly related to experience management – like product adoption, revenue optimization and business efficiency. If you don’t know, it was also recently named the G2 leader in Customer Success. However, Gainsight’s standout feature is its Customer Revenue Optimization tool. This lets you easily predict revenue opportunities among your existing users.

Features

  • Data centralization with Gainsight Customer Cloud
  • Automated in-app feedback
  • Customer survey branching for different user journeys
  • Playbooks for best practices in customer management
  • Workflow automation capabilities
CX modulePX module
Feedback surveys including NPS and CSATUser segmentation
Customer action monitoringProduct feature mapping
Health scores for customersIn-product interactions
Customer profilingProduct usage tracking & insights
Automation of customer journeysAutomated follow-ups and engagement

Pricing: Gainsight’s software suite is customizable, which means that the price will vary accordingly. You can find out by booking a free consultation with their experts.

#9 – Clarabridge

Clarabridge

Out of all the tools on our list, Clarabridge stands out for its business intelligence features. Its tools help you understand the sentiment, effort and intent behind every interaction. This is aided by its natural language understanding (NLU) feature along with AI text and speech analysis. Of course, Clarabridge does have surveys. But with its upcoming acquisition by Qualtrics, users will also get access to Qualtrics’ advanced survey software.

Features

  • Conversational intelligence
  • Frequently-discussed topic models
  • Detection and analysis of 50+ emotions
  • Intent prediction
  • Omnichannel data analysis, filtering and categorization
CX modulePX module
Auto-scoring of interactionsDevice usage tracking
Pre-built industry models & use casesProduct feature testing
Location insights & optimizationProduct feature enhancements
Issue tracking & managementMultilingual sentiment analysis

Pricing: Clarabridge doesn’t have a pricing page, so we can only assume that it’s on request. But you do have the option to book a demo.

#10 – Salsify

Salsify: ecommerce experience management

If you own an ecommerce business, and you need the perfect experience management software for your store, look no further. Salsify lets you focus on product experience management – a crucial driver of revenue for ecommerce brands.

Features

  • Digital store analytics and workflows
  • Product information management
  • Digital asset management
  • Content optimization and syndication
  • Search reporting to spot your relevant search terms and share of search
CX modulePX module
Online experience activationProduct content creation
Customer engagementPublication
Content analyticsImporting content
Search analyticsDigital product catalogs
Online store workflowsAudit history

Pricing: Yes, there is a free trial available. Like most of the platforms on this list, Salsify offers pricing on request as per your need. It also has the option to book a demo.

What are the common features of experience management software?

  • Survey design and execution features
  • Robust analytics tools
  • “Speak” with other sources of data through integrations and webhooks
  • Categorization of data from all points in the journey
  • Delivery of real-time insights
  • Omni-channel feedback systems
  • Ticketing systems for issue tracking and management

Wrapping up

According to the Harvard Business Review, most companies focus on increasing satisfaction at their key touchpoints. But this narrow focus can create a distorted picture of the user’s experience. A picture that suggests that they are happier than they actually are.

Experience management software helps you manage your end-to-end user journey so that you don’t miss out on anything. What’s more, it unites scattered feedback to give you a complete picture of how your business is doing.  We hope this list enables you to choose a software that you can trust.

Parvathi Vijayamohan

Growth Marketer at SurveySparrow

Fledgling growth marketer. Curious about all things SaaS. Aunty to a naughty beagle.

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