Your customer data is everywhere.
Trying to get a clear picture of the customer journey feels impossible when feedback is scattered across different tools and outdated systems.
This leads to decision paralysis, where you can’t personalize experiences effectively, leaving customers feeling misunderstood and your team frustrated.
According to Onramp.us, by 2025, 89% of businesses will compete mainly on customer experience. This shift makes having a unified view of your CX data more critical than ever.
The right platform solves this by helping you unify all your CX data into a single, actionable view for your entire team.
Before diving deeper, you might find my analysis of best customer data platform helpful for unifying customer data.
In this guide, I’ll review the best customer experience management software designed to centralize feedback and give you a complete picture of your customer’s journey.
You’ll discover tools that provide powerful analytics and reporting, helping you improve customer satisfaction and retention without the implementation headaches.
Let’s get started.
Quick Summary:
| # | Software | Rating | Best For |
|---|---|---|---|
| 1 | Qualtrics → | Mid-market B2C companies | |
| 2 | Medallia → | Enterprise customer experience | |
| 3 | Birdeye → | Multi-location brands | |
| 4 | Zendesk → | Customer service teams | |
| 5 | Sprinklr → | Mid-market B2C companies |
1. Qualtrics
Struggling to unify fragmented customer feedback data?
Qualtrics offers specialized AI to uncover insights from mountains of data across digital and physical touchpoints. This means you can finally prioritize actions that truly drive results for your customer experience. The result? Optimized experiences across your entire business.
Qualtrics empowers you to understand customers and act when it counts.
It helps you manage omnichannel experience, digital analytics, and website and app feedback. Moreover, the platform integrates online reputation management and contact center analytics. This allows you to unify voice of customer insights, giving you a complete picture of your customer journey. You also get tools for agent coaching, quality management, and compliance, ensuring every touchpoint delivers consistent satisfaction.
You can also use Qualtrics for employee experience and strategic research, truly making it an all-in-one platform.
Key features:
- Omnichannel Experience Management: Unifies customer feedback from every digital and physical touchpoint, providing a holistic view of your customer journey.
- AI-powered Insights: Utilizes specialized AI to analyze vast amounts of data, uncover hidden insights, and prioritize actions to improve CX outcomes.
- Contact Center Analytics & Agent Coaching: Enhances operational efficiency by providing tools for analyzing contact center interactions and coaching agents to improve service quality.
Learn more about Qualtrics features, pricing, & alternatives →
Verdict: Qualtrics stands out as a leading contender for the best customer experience management software due to its powerful AI capabilities for understanding customer and employee data. Its comprehensive suite helps unify feedback across all touchpoints, enabling mid-market B2C companies to drive measurable improvements in NPS and retention rates.
2. Medallia
Struggling with fragmented customer data and unclear CX insights?
Medallia captures every signal for meaningful data, unifying your customer and employee data from all channels. This comprehensive feedback capture ensures you miss nothing crucial.
You can then make big business changes with confidence, backed by real-time analysis from Medallia’s AI-powered platform, Athena.
Gain complete confidence in your CX strategy.
Medallia offers end-to-end customer experience management and orchestration, including digital experience tracking and scoring for digital journeys. You can easily share data across systems and teams thanks to robust integrations, ensuring every department is on the same page. Additionally, experience orchestration allows for individualized customer journeys at scale, automating personalized messaging through AI-driven two-way communication. Their platform empowers your employees with the right information, automates mundane tasks, and orchestrates next-best actions for truly personalized experiences.
This means improved NPS and retention rates for your organization.
Key features:
- Comprehensive Feedback Capture: Collect signals across all channels for deeper insights, ensuring you have the complete picture of every interaction.
- AI & Analytics: Leverage powerful AI to analyze data in real-time, uncovering essential insights and helping you understand what your customers truly want.
- Experience Orchestration: Deliver individualized customer journeys at scale and automate next-best actions for highly personalized and consistent experiences.
Learn more about Medallia features, pricing, & alternatives →
Verdict: Medallia stands out as a leading contender for best Customer Experience Management software, offering a unified platform for both customer and employee data. Its AI and analytics capabilities, demonstrated by an 185% ROI after three years and $30.5M growth from personalization, ensure you gain actionable insights to drive significant business changes.
3. Birdeye
Struggling to unify your CX data from disparate sources?
Birdeye’s AI-powered platform helps you manage online reputation, social media, and customer feedback seamlessly. This means you can gather insights from reviews, surveys, and messages across over 200 sites.
It centralizes customer interactions, transforming scattered feedback into actionable intelligence that helps you measure and benchmark sentiment against competitors.
Here’s how to gain a market advantage.
Birdeye centralizes all your customer interactions across multiple channels, including text, social media, webchat, and email. Its Reviews AI generates, monitors, and shares reviews on over 200 sites, while Surveys AI collects feedback for actionable insights. This allows you to track conversations through a single inbox for a complete picture. Additionally, Listings AI ensures you get found in local searches by managing your business information across all locations.
With Birdeye’s Social AI publishing agent, you can create, schedule, and monitor social posts across locations, simplifying your social media management. Plus, Insights AI measures and benchmarks sentiment, reputation, and online presence, offering a comprehensive view of your customer experience. You can also leverage Competitors AI tools to analyze your market rivals for a competitive edge.
The result is enhanced customer experience, growth, and improved online visibility.
Key features:
- Reviews AI for generating, monitoring, and sharing customer reviews across more than 200 sites, helping you improve online reputation and boost star ratings.
- Unified Messaging to engage customers across various digital channels like text, social, webchat, and email, centralizing conversations for a complete interaction history.
- AI-Powered Insights to capture and understand customer feedback in real-time, enabling effortless sentiment measurement and performance benchmarking against competitors.
Learn more about Birdeye features, pricing, & alternatives →
Verdict: Birdeye offers a robust, AI-powered platform for multi-location brands seeking the best customer experience management software, with 95% user recommendation on G2. Its comprehensive suite of tools, from online reputation management and social media suites to local listing management, helps you unify CX data, improve online visibility, and enhance customer satisfaction, ensuring measurable improvements in NPS and retention.
4. Zendesk
Is customer experience overwhelming your team?
Zendesk provides an AI-powered solution to resolve customer and employee conversations across any channel, enabling seamless customer journey mapping.
You can unify customer feedback from messaging, live chat, and voice, gathering data on customer interactions no one else is collecting.
This means you can perfect the customer experience.
Zendesk’s complete AI-powered customer service solution empowers you to automate workflows and resolve common requests instantly, ensuring your team stays productive.
The platform includes AI agents and a Copilot to assist human agents, driving efficient resolutions, while advanced call routing delivers seamless support in any contact center. Plus, features like Quality Assurance and Workforce Management further enhance your team’s operational efficiency at scale.
This allows your business to exceed every customer expectation.
If you’re also looking into enhancing customer support, my article on best cobrowsing software covers how it boosts real-time assistance.
Key features:
- AI-powered solutions: Leverage AI agents and Copilot to automate responses and assist human agents, ensuring faster resolutions and increased team productivity across all channels.
- Omnichannel resolution: Unify customer conversations from messaging, live chat, and voice, providing agents with complete context and enabling comprehensive customer interaction data collection.
- Workforce efficiency: Simplify employee service with AI-powered solutions that resolve common requests instantly, automate workflows, and provide tools for workforce management and quality assurance.
Learn more about Zendesk features, pricing, & alternatives →
Verdict: Zendesk stands out as a strong contender for best customer experience management software, offering a comprehensive AI-powered solution that unifies omnichannel interactions and streamlines workflows. Its focus on automation and rich customer insights, evidenced by a 286% ROI in a Forrester study, helps you achieve consistent customer satisfaction.
5. Sprinklr
Tired of juggling too many CX tools?
Sprinklr offers a unified platform that brings your teams, tools, and touchpoints together. This means you can eliminate the chaos of using multiple systems to understand and engage your customers effectively. It’s designed to help you drive consistent customer experiences on one unified platform.
Here’s how to overcome fragmented customer data.
Sprinklr unifies customer feedback from multiple channels into actionable insights. This enables your team to gain actionable contact center insights, enhance workforce engagement, and deliver exceptional CX, all from a single workspace. You can reach, engage, and listen to customers across 30+ digital and social channels, maximizing engagement and driving revenue. Additionally, it leverages AI-powered product suites for marketing, service, and insights, allowing you to scale generative AI across your front-office with intelligent AI versions of your brand. The result is a consistent customer satisfaction score above industry benchmarks.
While we’re discussing unifying systems, understanding business continuity management is equally important for long-term operational resilience.
Key features:
- Unified Platform: Consolidates diverse customer experience tools into a single workspace, providing omnichannel support and centralized governance across various markets.
- Next-Gen AI: Utilizes customized AI models, augmented by generative AI and enriched by years of customer experience data, to boost front-office productivity and decision-making.
- Enterprise-Grade Capabilities: Offers extensive customizability, seamless integrations with third-party tools, and a proven track record of success with large organizations.
Learn more about Sprinklr features, pricing, & alternatives →
Verdict: Sprinklr stands out as the best customer experience management software for unifying CX data, particularly for mid-market B2C companies. Its ability to provide real-time insights, boost productivity by up to 40%, and scale generative AI across front-office teams makes it an ideal solution for achieving consistent customer satisfaction and operational efficiency.
6. HubSpot
Struggling with fragmented customer data and slow support?
HubSpot’s AI-powered customer platform unifies your marketing, sales, and service teams, tackling data silos head-on.
This means you can easily connect all your marketing, sales, and customer service software, allowing you to transform customer happiness into your competitive edge.
Here’s how to improve your CX.
HubSpot solves this by bringing your entire front office onto one AI-powered customer platform. This provides a unified view of your customers at every stage of their journey.
You can leverage their Service Hub, powered by AI, to scale support and drive customer retention by identifying improvement opportunities. Additionally, the Smart CRM unifies customer data and tech stacks to create personalized experiences. This platform also features AI-powered Breeze Agents, like the Customer Agent, which helps resolve half of customer inquiries 24/7.
It also supports sales with prospecting agents and content creation with AI content agents, ensuring consistent branding and streamlined operations. This cohesive approach helps your company achieve better customer satisfaction scores.
This is your path to unified CX data.
If you’re exploring various efficiency solutions, my guide on best forestry tools offers insights for optimizing field operations.
Key features:
- AI-powered Customer Platform: Unifies marketing, sales, and customer service data on one easy-to-use platform, providing a comprehensive view of your customer interactions.
- Breeze AI Agents: Extends your team’s capabilities with AI-powered specialists for scaling customer support, automating sales prospecting, and accelerating content creation.
- Smart CRM: Centralizes customer data, teams, and tech stacks to enable personalized customer experiences at scale, helping you understand and organize crucial customer information.
Learn more about HubSpot features, pricing, & alternatives →
Verdict: HubSpot stands out as a leading contender for the best customer experience management software by offering an AI-powered platform that unifies your entire front office. With solutions like the Service Hub and Smart CRM, customers have reported a 37% improvement in ticket closure rates, proving its effectiveness in driving customer satisfaction and operational efficiency.
7. Zoho
Are you struggling to unify your customer data?
Zoho offers a powerful software suite specifically designed to break down silos between your departments. This means you can centralize customer feedback and information.
By streamlining complex business processes, Zoho helps you build strong relationships with your customers. You’ll gain a single source of truth for all your CX data.
Here’s how Zoho helps.
Zoho One acts as an operating system for your business, enabling you to run your entire operation from a unified cloud platform. This allows you to increase organizational efficiency.
You can organize, automate, and simplify your customer support with their Desk helpdesk software, ensuring great customer support delivery. Additionally, their comprehensive CRM platform empowers your customer-facing teams with robust tools.
Plus, Zoho provides the professional services, infrastructure, support, and security that a large business needs to streamline complex business processes and drive growth at scale. The result is improved productivity.
Zoho simplifies your CX management.
Key features:
- Unified cloud software: Consolidate all your customer data and business operations onto one platform, eliminating silos and enhancing organizational efficiency for improved customer experience.
- Comprehensive CRM and Helpdesk: Equip your customer-facing teams with a powerful CRM and a dedicated helpdesk to deliver exceptional customer support and manage relationships effectively.
- Scalable enterprise solutions: Access a robust ecosystem with professional services, infrastructure, and security tailored for large businesses, supporting complex processes and growth at scale.
Learn more about Zoho features, pricing, & alternatives →
Verdict: Zoho’s unified cloud software and dedicated CX tools make it a strong contender for the best Customer Experience Management software. Its ability to centralize data, improve efficiency, and support growth at scale directly addresses common pain points for CX managers at mid-market B2C companies.
Conclusion
Ready to unify your CX data?
Scattered feedback across different tools and outdated systems makes getting a clear view of the customer journey feel impossible, leading to decision paralysis.
According to IMARC Group, AI-powered analytics can detect customer churn risks proactively. This improves retention and keeps customers loyal, turning messy data into your biggest asset for growth.
Here is the tool I trust.
Qualtrics stands out with its specialized AI for unifying fragmented feedback. It helps you prioritize the actions that will truly drive results.
For additional insights, my analysis of best job evaluation software provides valuable perspectives on optimizing your workforce.
Its ability to manage omnichannel experiences provides a complete picture of the entire journey. I believe it’s the best customer experience management software for turning complex data into lasting customer satisfaction.
I recommend you book a free demo of Qualtrics to see how it can transform your CX strategy firsthand.
Your team will thank you for it.
