8 Best Experience Management Software: My Picks for 2025

You can have detailed surveys, NPS tools, and a CRM packed with account insights, but if you don’t act on the feedback your business collects, you’re missing critical opportunities to improve experiences and retain customers.

That’s what pushed me to evaluate the best experience management software. Not just tools that collect responses but solutions that help you analyze sentiment trends, automate follow-up actions, and drive meaningful change across CX, product, and account teams.

And market data backs it up. The global customer experience management market was valued at approximately USD 12.04 billion in 2023 and is expected to grow to around USD 32.87 billion by 2030, reflecting a compound annual growth rate (CAGR) of 15.8% between 2024 and 2030. That kind of growth reflects how much pressure businesses are under to close the loop on feedback and drive retention and revenue through better experiences.

The eight platforms in this list stood out for their combination of deep analytics, automation capabilities, and ease of use across teams. Whether you're scaling a CX program, building customer success workflows, or connecting product feedback to your roadmap, these tools can help make experience management a competitive advantage.

8 best experience management software I recommend

Creating great experiences sounds simple until you try to manage them at scale. Whether you’re collecting customer feedback, tracking product sentiment, or understanding what clients think after a key interaction, it’s easy to feel like you’re drowning in data but lack insight.

That’s exactly where I found myself.

I knew feedback was coming in from surveys, reviews, interviews, and even social media. But none of it felt connected, and it was rarely actionable. I wanted tools that could help me centralize feedback, break it down, and actually do something with it. Not just listen, but respond. Not just measure sentiment, but improve it.

That’s where experience management software came in.

Some made it easier to close the loop with customers, while others helped teams surface real-time insights or identify experience gaps early. I was especially drawn to features like analytics dashboards, audience segmentation, closed-loop workflows, and integration with frontline systems.

Here are the best experience management tools that stood out in real use.

What makes these best experience management software worth it: My perspective

If you’re testing general feedback tools, you’ll focus on surveys, templates, and data collection. If you’re testing enterprise feedback management solutions, you’d prioritize response tracking, survey distribution logic, and integration with CRM systems.

Keeping the diversity in mind, here are the features I prioritized for the best experience management platform.

• Usability and accessibility: When I evaluate an experience management tool, the first thing I look at is how intuitive it is. Can teams across the org use it without a three-week onboarding process? Are the dashboards clear? I also checked device and platform compatibility. A good experience management tool works smoothly across desktop and mobile and integrates with the systems you already use (like CRMs, help desks, or analytics tools).
• Feedback collection and omnichannel support: Experience data doesn’t just come from surveys. That’s why I look for tools that pull in feedback from multiple touchpoints like web, email, in-app, social, reviews, and even live chat. Bonus points for tools that offer multilingual survey options and custom triggers based on journey stages. The best platforms let you meet your audience where they are and collect input without adding friction.
• Segmentation and journey mapping: Collecting data is easy. Making sense of it? That’s the real test. I prioritize platforms that let me segment feedback by persona, channel, product, or stage in the journey. That way, I know where, when, and for whom. Tools with built-in journey mapping make it easier to visualize trends and intervene proactively.
• Analytics and insights: Raw scores and charts are fine, but I need more than that. I look for AI-driven analysis that highlights themes, sentiment, and anomalies. Can the platform surface common pain points? Can I filter feedback by emotion or urgency? The best tools turn qualitative data into insights I can act on.
• Closed-loop action workflows: If there’s no built-in way to respond to feedback, assign follow-up, or close the loop, then what’s the point? I looked for a tool that can create automated workflows tied to sentiment or score thresholds. 
• Collaboration and stakeholder visibility: Experience management isn’t a one-person job. I looked for insights that are easily shareable across departments. Can I send alerts to a product manager when NPS dips for a specific feature? Can frontline employees view relevant feedback in real time? Platforms that support role-based dashboards or Slack/email integration score high here.
• Scalability and integration: The more you grow, the more complex the experience data gets. I evaluate whether a platform can scale with large respondent pools, multiple brands or regions, and expanding teams. 

Over the course of several weeks, I researched and evaluated experience management software and narrowed down the best eight based on their features and ease of use. 

To be included in this category, a solution must:

• Provide all the features of an enterprise feedback management solution
• Connect with other repositories of data
• Analyze and segment experience data across all points in the customer journey
• Deliver relevant, real-time insights from feedback to relevant stakeholders
• Provide multidirectional communication channels to allow stakeholders to respond to feedback or share it with leadership
• Facilitate closed-loop action items based on respondent sentiment

*This data was pulled from G2 in 2025. Some reviews may have been edited for clarity.   

1. Birdeye: Best for multi-channel reviews and reputation management

After a deep dive into hundreds of user reviews for Birdeye’s experience management software, I pieced together a clear picture of what it’s like to use their platform. Birdeye is also recognized as a leader in the experience management category on G2, which speaks to its strong reputation among users.

From my evaluation, Birdeye has positioned itself as a powerful all-in-one solution for businesses wanting to manage their online reputation. A theme that came up consistently in the reviews was the convenience of having one central hub for so many critical functions. Users frequently celebrated the ability to manage online listings, generate new reviews, and communicate with customers, all from a single dashboard. In fact, 92% of G2 users find Birdeye’s centralized dashboard helpful for managing all data points related to online reputation.

The review generation tool is widely appreciated. Based on what users shared, Birdeye makes it incredibly simple to prompt customers for feedback, which directly contributes to a stronger and more positive online presence. Another technical aspect that users love is the centralized SMS and messaging feature, simplifying communication and keeping a clear record of client conversations. For businesses that rely on fast back-and-forth interactions, that’s a huge plus.

Birdeye’s social management tools also earned high marks. 89% of G2 reviewers said the social publishing feature makes it easy to schedule and manage content across multiple channels, while 87% highlighted the value of social analytics for tracking campaign performance (based on 350+ reviews). On top of that, users frequently praised the AI-generated response feature, which provides a solid starting point for replying to customer reviews, something they can then personalize.

That said, a few consistent patterns emerged in my analysis. While some reviewers on G2 described helpful interactions with the support team, others noted that resolution times can vary. In situations where users needed more in-depth guidance, support sometimes leaned on help articles rather than direct troubleshooting, which may not meet every team's needs.

Reporting also came up in multiple reviews as an area with room to grow. G2 reviewers acknowledged that the current analytics tools cover the basics, but users looking to slice data more granularly or build custom reports found those capabilities somewhat limited. For businesses relying heavily on data to guide CX or marketing decisions, this may require workarounds or exports into other tools.

Lastly, I noticed a handful of comments referencing occasional dashboard lags or complexity when navigating more advanced workflows, especially when managing customer communications at scale. It wasn’t a widespread complaint, but it showed up enough on the G2 platform to take note.

Even so, Birdeye’s strengths remain clear. It’s a platform built for simplicity and impact, whether that’s helping businesses collect more reviews, improve customer communication, or respond efficiently with AI-powered tools. For teams focused on strengthening their online presence and creating better customer interactions without juggling multiple tools, Birdeye remains a trusted choice.

What I dislike about Birdeye:

• Some of Birdeye's reporting is limited to creating custom reports. The feature request function is slow. This isn't typically a problem since many out-of-the-box features require little customization, but can sometimes cause delays.
• Even though the platform is mostly easy to use, some users mentioned that getting the hang of all the features takes time, especially during onboarding.

What G2 users dislike about Birdeye:

“One common dislike about Birdeye is that, like many cloud-based platforms, it can occasionally experience downtime or slow performance, which may interrupt workflow. Additionally, some users find the interface a bit overwhelming at first, and there can be a learning curve when getting started with all the features.”

- Birdeye Review, Andrea M.

2. Reputation: Best for enterprise-scale review and feedback analytics

Reputation is a well-known platform in the experience management space. Multi-location brands use it to centralize customer reviews, monitor online presence, and manage social media. It’s especially popular among retail and service-driven businesses that need to handle high volumes of customer feedback across platforms like Google, Facebook, and Yelp. 

On G2, Reputation holds a strong 4.6 out of 5 stars, based on 2,343 reviews, reflecting its widespread adoption and user satisfaction. G2 users repeatedly describe the platform as intuitive, user-friendly, and simple to navigate, even for those who aren't tech-savvy. Many mention that the setup is straightforward, and once you’re in, most tasks like replying to reviews or posting to social media take just a few clicks.

Review management is where Reputation really shines. G2 reviewers consistently highlight how convenient it is to respond to reviews directly from the platform. For teams managing dozens of locations, the ability to track, filter, and reply to feedback in one place is a huge time-saver. Several users also called out that having all their reviews in one dashboard makes it easier to spot patterns and flag recurring issues.

Reputation’s social media functionality also gets positive attention. The ability to post updates across platforms, schedule content, and manage engagement from within the tool is seen as a major perk. Users say this reduces the need to jump between apps and helps keep messaging consistent.

The reputation score is another feature users frequently mention. It offers a quick snapshot of overall brand performance across review channels. While some see it as a helpful tool for keeping tabs on sentiment trends, others have noted they’d like more transparency into how it’s calculated and what specific actions can drive it upward.

Reputation has carved out a solid place for itself in the experience management landscape, especially for teams that value automation and unified workflows. Based on what I gathered from G2 user feedback, many businesses rely on it to optimize review management, social engagement, and customer insights, without needing to juggle multiple tools.

That said, there are a few areas where users consistently see room for refinement. One theme that showed up in several G2 reviews was the platform’s reputation score.

Another aspect mentioned by reviewers on G2 was onboarding. The platform earns praise for being easy to use once you’re up and running, but a few users said that more robust initial guidance — whether through tutorials, walkthroughs, or in-app prompts — could have helped shorten the ramp-up time.

There were also some nuanced takes on the platform’s social media tools. While scheduling and posting capabilities are well-liked, users looking for more in-depth analytics or targeting options noted that it doesn’t quite replace a full-scale social media management suite. That’s not a deal-breaker for everyone, but it’s something to consider if your team relies heavily on social insights.

Even with these areas flagged, Reputation remains a trusted platform. G2 reviewers often highlight how much time it saves their teams through automation and centralization. For companies that need to keep customer experience and reputation management tightly aligned, it’s a tool that delivers meaningful value at scale.

What I dislike about Apollo.io:

• The reputation score isn’t always clear. Although some users liked it, others questioned how it’s calculated and what exactly influences the score. The lack of transparency made it hard for teams to know how to improve their numbers.
• Sometimes when using the filter dropdown to search for properties, the selections don’t reset properly, leading to unnecessary extra clicks. 

What G2 users dislike about Apollo.io:

“I would like more clarity on metrics. And I'm not the only one around who'd like that; many people in my company say the same thing. If the Reputation score for a given entity is a rolling average — or a rolling metric of any kind, really — then it's critical to explain what time frames are being factored into each rolling average. I don't know if my response rate, for example, counts toward my score based on data from the last 3 months, the last month, the last 2 years, the last year: nothing. And none of the Reputation score components offer any clarity on how their rolling timeframes are determined. I'm not asking for the proprietary formula, and frankly, I think it's anything more than a minor risk to Reputation's market share, even if the formula were public. All I'd like to know are time frames for score components.” 

- Reputation Review, Daniel R. 

3. Qualtrics Strategy & Research: Best for advanced research and market insights

Qualtrics Strategy & Research helps organizations that need to run large-scale research, collect feedback, and turn data into action. It’s a staple in industries like higher education, government, and enterprise-level corporate environments. It is recognized as the best free software in the experience management category on G2. 

One of the most notable strengths users consistently highlighted is the platform’s flexibility in survey creation. According to G2 reviewers, Qualtrics offers an extensive range of question types, advanced skip logic, embedded data fields, and customizable flows that help users create everything from short NPS check-ins to complex academic or longitudinal studies. In fact, 91% of G2 users find the variety of question types extremely valuable for building both simple and complex surveys. 

Many reviewers emphasized that the drag-and-drop survey builder makes it easy to organize and scale surveys quickly, while the ability to reuse question blocks and apply logic rules reduces duplication and setup time. 90% of users specifically called out the Survey Builder as a helpful tool for creating surveys faster and with less manual effort.

The platform also earns praise for its data analysis and reporting capabilities. Users frequently mentioned using tools like cross-tab reports, text iQ (text analysis engine), and dashboard visualizations to explore insights and present findings to stakeholders. These features are particularly valuable for teams running multi-region or multi-department programs, where segmentation and drill-down capabilities are essential. 

Some reviewers also noted that Qualtrics supports automated distribution and real-time data collection, which helps optimize end-to-end feedback loops.

That said, there are a few recurring limitations mentioned across the reviews I analyzed. The most consistent theme was the platform’s learning curve. While Qualtrics offers a robust suite of features, getting fully up to speed can take time, especially for users new to things like skip logic, embedded fields, or custom scripting. Several reviewers on G2 shared that they leaned on internal specialists or formal training to unlock the platform’s full potential.

Pricing also came up in reviews. A few users noted that when you're only using a subset of the enterprise-grade capabilities, the investment can feel harder to justify, especially for smaller teams or simpler use cases.

Even so, G2 feedback clearly shows that Qualtrics continues to deliver tremendous value for organizations with complex research needs. It’s especially well-suited for teams that want flexibility, scalability, and rigor in their experience management strategy and are ready to tap into its full potential.

What I dislike about Qualtrics Strategy & Research:

• It might be expensive for smaller teams. G2 users felt the platform’s cost was high, especially for organizations that aren’t using the full suite of features.
• Many users said there’s a steep learning curve, especially when trying to use more advanced features or set up logic-heavy surveys.

What G2 users dislike about Qualtrics Strategy & Research:

“There's a learning curve, and while Qualtrics does a fine job with support, its educational roots are obvious, and it could stand to be a little more intuitive. My biggest hangup is with customer service and support. It's deteriorated markedly since I first signed on with Qualtrics, with a new account manager every year who doesn't even do me the courtesy of reaching out to talk in person. I may seem like small potatoes to them, but I teach how to use Qualtrics at the local university in addition to using it in my business, so I'm actually influencing the next generation of Qualtrics users, and they can't grasp that. Finally, every change that's been made to the product over the last five years has made it worse. I'm paying more for an arguably inferior product.” 

- Qualtrics Strategy & Research Review, Kit K. 

4. AskNicely: Best for real-time NPS and survey automation

AskNicely is built for service-oriented teams that want to improve frontline engagement through real-time feedback. It’s especially popular with mid-sized businesses in industries like financial services, property management, and healthcare, where service quality directly impacts retention and reputation. 

AskNicely is recognized as the #1 easiest to use product in G2’s experience management category, with an impressive 4.7 out of 5 rating based on 1,017 reviews. According to G2 reviewers, AskNicely offers a clean, user-friendly interface that makes it easy to get up and running. Features like one-click surveys, drag-and-drop customization, and real-time feedback dashboards are frequently mentioned as teams can adopt the platform quickly and start seeing results without months of training.

A major focus for AskNicely is automating customer feedback collection, and users consistently praised how seamless that process feels. Many teams use it to trigger NPS surveys based on customer interactions or timelines, allowing them to capture timely, context-aware feedback. I also came across multiple reviewers who mentioned the value of receiving real-time alerts and being able to respond to detractors immediately, making it easier to close the loop before issues escalate.

The platform’s focus on frontline engagement is appreciated. Several reviewers noted that AskNicely integrates with tools like Slack and Microsoft Teams, making it easy to share feedback with employees and reinforce service goals in real time. Some teams even use it to highlight positive feedback during team meetings or coaching sessions, turning customer praise into motivation and momentum. The platform's ability to tie feedback directly to individual team members or locations was especially valuable for businesses managing distributed teams.

When it comes to reporting, users highlighted how AskNicely provides clear, actionable insights through trend dashboards, performance summaries, and segmentation filters. These tools help teams track improvements in customer satisfaction over time and identify areas that need attention. 

However, I did notice a few consistent areas where G2 reviewers wanted more. The most common question was about customization and flexibility, especially when it comes to survey design and branding. A few users said that while the basics are easy, some more advanced formatting or branching options felt limited compared to more complex feedback tools.

There were also a few mentions of feature depth, especially for teams with more sophisticated analytics or integration needs. Some users noted that they would like to see advanced AI-based insights and greater control over data exports and reporting formats. While these weren’t dealbreakers, they came up as areas for improvement.

AskNicely is a great fit for teams that want a simple, scalable way to stay in tune with their customers. For teams focused on speed, simplicity, and visibility, it’s a platform that delivers. 

What I dislike about AskNicely:

• I did feel a little limited when trying to customize surveys beyond the basics. Things like advanced question logic or deeper branding options weren’t as flexible as I’d hoped. 
• The reporting gives you a helpful overview, but if you want really detailed insights or custom reports, it feels a little limited. 

What G2 users dislike about AskNicely: 

“The dashboard could be more user-friendly when it comes to downloading documents and forms. Also, the MS Teams integration feels cluttered with unnecessary buttons that can't be removed.”

- AskNicely Review, Erica T. 

5. Dynamics 365 Customer Voice: Best for integrated feedback within the Microsoft Ecosystem

Dynamics 365 Customer Voice is Microsoft’s feedback management tool designed to help organizations collect, track, and act on customer sentiment. Built as an extension of the broader Dynamics 365 ecosystem, it’s especially well-suited for teams already using Microsoft tools like Power BI, Dynamics Sales, and Office 365. From what users shared, it plays a strategic role in tying customer feedback directly into workflows, CRM data, and broader customer experience strategies.

One of the platform’s core strengths is its tight integration with Microsoft’s product suite. G2 reviewers consistently mentioned how helpful it is to build surveys in Customer Voice and seamlessly connect them with data from Dynamics 365 or use Power Automate to trigger workflows based on responses. This native integration reduces friction for existing Microsoft users and allows customer feedback to drive real-time action across systems.

Several reviewers also appreciated the drag-and-drop survey builder, formerly known as Microsoft Forms Pro, and how easy it is to distribute surveys via email or links with minimal setup.

A standout feature — highlighted by 82% of reviewers — is the platform’s ability to automatically calculate customer satisfaction scores (CSAT), giving teams a clear, real-time pulse on customer sentiment. 

Users also praised how feedback data is centralized across the customer journey, tying responses directly to CRM profiles. This means you’re not just collecting survey answers; you’re connecting them to real account health, sales stages, and support outcomes, making it easier to prioritize follow-ups or monitor NPS over time.

That said, a few areas for improvement came up. Some reviewers noted that compared to specialized survey tools, Customer Voice offers fewer advanced customization options, like deep logic branching or complex dashboards. Others mentioned that setup can take some time, particularly when tailoring surveys or automating more advanced workflows — something to keep in mind if your team has limited technical resources. 

Lastly, a handful of users mentioned feature overload, saying that for simple survey needs, navigating everything bundled in Dynamics 365 can feel like too much.

But overall, most reviewers agree that for organizations already using the Microsoft ecosystem, Customer Voice adds real value. It brings feedback and action closer together, helping teams stay connected to customer sentiment without leaving their everyday tools.

What I dislike about Dynamics 365 Customer Voice:

• It took a lot of time to customize the platform to meet our specific requirements fully. I felt like it came with a higher cost compared to other experience management tools.

What G2 users dislike about Dynamics 365 Customer Voice:

“The user interface to customer voice is a little unstable. Also, forms take too much time to open. The security management screens are also not very intuitive. Minor improvements are needed on these points. Otherwise, it's a good product.”

- Dynamics 365 Customer Voice Review, Vikram Singh C. 

6. Experience.com: Best for automated experience

Experience.com is designed to help service professionals. It’s popular in industries like real estate, mortgage, and financial services to automate review collection, build online visibility, and stay engaged with clients. Experience.com is especially popular among teams who want to extend their presence across platforms like Google, Zillow, Facebook, and Realtor.com without adding manual work.

One of Experience.com’s most appreciated features is its integration with social media and review platforms. Reviewers praised how the platform automatically pushes client reviews to Google and other outlets, which helps boost search visibility and strengthen credibility. Several users said this automation helped increase the volume of positive reviews they were receiving, especially because it’s easy to send review requests immediately after a transaction.

The platform is also recognized for being extremely user-friendly. In fact, 91% of G2 users find its centralized dashboard helpful for managing all reputation data in one place. People appreciated the clean dashboard, quick onboarding, and low-friction review collection process, which makes it easier to keep the feedback flowing consistently.

Another strong point is the centralized control over the client experience. Users can track reviews, resend invitations, manage feedback, and monitor social proof from a single place. 93% of reviewers also highlighted the value of Experience.com’s customization options, enabling teams to create custom fields, views, and workflows. This becomes especially useful for companies managing multiple agents or loan officers who each have their own client base. A few reviewers specifically mentioned that Experience.com makes it easier to support brand consistency across multiple locations while still allowing individual team members to showcase their own reviews.

Reviewers described the customer support team as responsive and helpful, especially during onboarding and troubleshooting. That kind of guidance was valuable for smaller teams who were setting up their reputation workflows for the first time.

That said, a few critiques surfaced. Some users expressed frustration with how long it takes for reviews to publish across platforms, especially Google. While the integration is a core strength, the timing isn’t always predictable, and that caused confusion for a few teams trying to track review activity in real time.

Another common theme was the lack of control over inaccurate reviews. Users mentioned they wished they had better tools to dispute or remove unfair feedback that didn’t reflect the actual customer experience. In industries where a single bad review can heavily impact perception, that lack of moderation was a concern.

There were mentions of limitations in how long users have to respond to reviews. Some said the window to reply expires too quickly, which can be an issue for teams with a longer feedback cycle or busy schedules.

That being said, most users agree that Experience.com delivers real value where it counts. Its automation, ease of use, and ability to amplify positive client experiences across platforms help teams build trust and visibility without adding extra manual work.

For service professionals who want to simplify reputation management and keep their brand strong across locations and platforms, Experience.com makes the process easier and a lot more effective.

What I dislike about Experience.com:

• Although it integrates seamlessly with social media, users noted that reviews take longer than expected to appear on certain platforms. 
• A couple of reviewers mentioned that they wished they had better control over flagging or removing reviews that didn’t accurately reflect the customer experience.

What G2 users dislike about Experience.com:

"It would be nice if the reviews could cross-post to other review platforms instead of just logging reviews left elsewhere, but I understand this would be a challenge. I also wish it could take the content from each review and load it into a pre-determined template that we could set up to auto-post to socials instead of just the plain-text version that it currently posts.”

- Experience.com Review, Travis F.

7. UserTesting: Best for video-based user feedback

UserTesting captures insights through usability tests, real-time feedback, and video-based user sessions. It’s especially popular with product, UX, and research teams who need to validate decisions quickly and see how real people interact with prototypes, websites, or products. 

According to G2 reviews, it’s trusted across a wide range of industries, from tech and e-commerce to financial services. Whether you're launching moderated or unmoderated tests, creating highlight reels, or filtering responses, the tools are designed to be accessible even to non-researchers. 

A key feature is the flexibility in study types. UserTesting supports everything from live interviews and remote usability sessions to surveys and five-second tests. G2 reviewers appreciated the ability to mix and match formats depending on the research goal. Some specifically called out the Power Sessions and unmoderated testing features as a major time-saver, especially for collecting feedback overnight or across time zones.

I noticed users pointing out how useful the video analysis tools and reel-building features are. These let teams clip and compile key moments from participant recordings, making it easier to communicate findings with stakeholders. Many reviewers mentioned how this sped up their reporting process and made it easier to build alignment internally, especially when advocating for design changes.

Several reviewers also highlighted how UserTesting helps maintain brand design consistency, with 90% of users saying the platform makes it easy to create feedback forms that match the look and feel of their website.

That said, there are some areas where users see room to improve. A common critique was around participant quality. While many tests yield useful feedback, some users said they occasionally received responses that felt rushed, unthoughtful, or off-target, especially in unmoderated studies. A few reviewers wished there were more robust controls for screening participants beyond basic demographics.

Another theme I encountered was the complexity introduced by new features. As UserTesting continues to expand its toolset, some users mentioned it’s getting harder to distinguish between core and advanced functionality, especially for newer or occasional users. This sometimes led to confusion about which feature to use and how to set it up correctly.

Pricing also came up in a few reviews as a potential barrier, especially for smaller teams or companies without a large research budget. While users acknowledged the platform’s value, several felt the pricing structure wasn’t as flexible or transparent as it could be, particularly when trying to scale access beyond a core research team.

What I dislike about UserTesting:

• Pricing can be a blocker. Several people flagged cost as a concern, especially for smaller teams or those trying to scale usage across departments. 
• Some users said they occasionally received rushed or off-target responses in unmoderated tests, and wished for more advanced participant screening options.

What G2 users dislike about UserTesting:

“As the platform has changed to adopt user preferences, the navigation and site structure have diminished. It can be difficult to know where to find tools, there are inconsistencies in test organization/folder structure, and some features are just buried behind a clean UI. The tool suits power users well, and I'd like to have easier access to powerful features."

- UserTesting Review, Ryan G. 

8. Gainsight Customer Success: Best for customer health and retention analytics

Gainsight Customer Success is built to help teams proactively manage customer relationships, track health metrics, and drive renewals. It’s especially popular with B2B SaaS companies that want to centralize customer data and enable customer success managers (CSMs) to scale their efforts more effectively. Gainsight Customer Success holds a strong 4.5 out of 5 rating on G2, based on 1,609 reviews, reflecting its widespread use and positive reception among customer success teams.

One of the strongest themes across the reviews I read is how well Gainsight supports structured, data-driven customer success. G2 users frequently highlighted tools like Health Scores, Success Plans, and Playbooks that make it easier to keep track of account health and standardize CSM workflows. Many said these features helped them stay ahead of churn risks and prioritize outreach, which is crucial for teams managing a large book of business.

Another highlight is Gainsight’s ability to centralize information from multiple sources. Reviewers praised the way it pulls in data from Salesforce, product usage tools, support platforms, and more. This approach helps CSMs avoid switching between tools and gives leadership better visibility into customer trends. 

Usability also came up frequently, with many reviewers saying that once you’re familiar with the system, it becomes an indispensable part of the daily workflow. The ability to automate tasks, schedule check-ins, and set alerts for key milestones makes it easier to manage large portfolios without letting anything slip through the cracks.

The support for team collaboration is another strength. Users liked how Success Plans allow for shared visibility across functions, and how Gainsight helps align sales, support, and customer success around shared goals and data.

But Gainsight isn’t without its challenges. The most common feedback was about the learning curve and user experience. While the platform is packed with powerful features, several reviewers said it takes time to learn, especially for new users or teams implementing it for the first time. Some also mentioned that the interface isn’t always intuitive, particularly for people who only use it occasionally. Early on, even simple tasks could require a bit of guidance.

Another common theme was the complexity of advanced features, like the Rules Engine and Success Plan templates. These are incredibly useful tools, but they often require admin support or technical expertise to configure and maintain properly.

Ultimately, the investment in time and training is what stands out. Whether it’s building reports, managing workflows, or onboarding your team, Gainsight requires thoughtful setup to get the most out of it. But most users agree, the effort pays off. Once you’re up and running, the platform’s depth and flexibility can drive real impact across your customer success efforts.

What I dislike about Gainsight Customer Success:

• Learning takes time. Several reviewers said the learning curve is steep, especially for new users who are trying to figure out where everything lives and how to use it effectively.

What G2 users dislike about Gainsight Customer Success:

“I find the reporting to be a little static, but I'd love the ability to visualize the data in a wider range of ways at times and have the UI be a little bit more friendly to customize.” 

- Gainsight Customer Success Review, George W.

Frequently asked questions about the best experience management software

Have more questions? Find more answers below.

Q1. What is experience management software? 

Experience management software is a platform that collects, analyzes, and acts on customer, employee, product, and brand feedback. It helps businesses measure and improve experiences across multiple touchpoints using real-time data and analytics.

Q2. What are the key aspects of experience management software?

The key aspects of experience management software include feedback collection, real-time analytics, sentiment analysis, journey mapping, and automated actions. These functions allow businesses to optimize experiences by identifying pain points and improving satisfaction.

Q3. What are examples of experience management software?

Examples of experience management software include Qualtrics, Experience.com, Birdeye, AskNicely, etc. These platforms provide tools for gathering insights and improving customer and employee engagement.

Q4. What are the benefits of using experience management software?

The benefits of using experience management software include improved customer satisfaction, reduced churn, better employee engagement, real-time decision-making, and increased revenue. It enables organizations to align services with expectations and take data-driven actions.

Q5. What factors should I consider when choosing a customer experience management (CXM) platform?

When choosing a CXM platform, consider integration capabilities, data security, scalability, real-time analytics, and user interface. Also, evaluate vendor support, customization options, and ROI tracking to ensure it meets business needs.

Q6. What is the difference between CRM and CXP?

The main difference between CRM and CXP is that CRM focuses on managing customer relationships and sales data, while CXP focuses on optimizing the entire customer experience across all touchpoints using real-time feedback and analytics.

Q7. What is the best experience management software for small businesses?

The best experience management software for small businesses is Qualtrics XM for small business. It offers intuitive survey tools, real-time feedback analytics, and integrations with CRM platforms. Alternatives mentioned in the above list provide affordable options with automation features, customer satisfaction tracking, and easy scalability.

Q8. What's the top experience management app available? 

The top experience management app depends on your business needs. Birdeye is a favorite for businesses looking to automate reviews and strengthen online reputation across hundreds of platforms. Qualtrics Strategy & Research is ideal if you need advanced survey customization and large-scale research capabilities. Reputation is preferred by enterprises that want multi-channel analytics and deep feedback benchmarking. Each excels in a slightly different area, but all are highly rated for ease of use and impact.

Q9. What is the most recommended experience management software for large enterprises?

Large enterprises often need platforms that can scale across regions and departments while integrating with existing systems. Qualtrics Strategy & Research is another top choice for organizations running complex research programs or employee experience initiatives at scale. If your business already uses Microsoft products, Microsoft Dynamics 365 Customer Voice is a seamless option that ties feedback directly into CRM data and workflows. These platforms are all designed for the complexity and volume that enterprise organizations require.

Q10. What is the best software for customer experience management in services sector?

For the services sector, Birdeye is one of the best platforms to manage customer experience. It automates review collection, manages listings, and helps businesses engage customers across platforms like Google, Facebook, and Yelp. Another excellent option is Experience.com. Both platforms save time for service teams while enhancing their ability to respond to customer feedback.

Ready to close the loop?

After testing all these experience management platforms, one thing is clear: there’s no one-size-fits-all solution. Some tools excel at collecting real-time customer feedback; others shine when it comes to analytics, segmentation, or enabling closed-loop actions. Each one has its strengths depending on who you’re gathering insights from, how quickly you need to act, and how much visibility your teams need.

If surfacing customer pain points is your biggest challenge, look for tools with robust analytics and sentiment detection. If you struggle with turning feedback into action, platforms with built-in workflows and team alerts can help close the loop faster. 

The best way to find out which tools that actually help? Try them out. Many of these platforms offer free trials, demos, or sandbox environments so you can explore what fits your team’s needs, workflows, and experience goals.

Because at the end of the day, it’s not just about collecting feedback. It’s about turning experiences into impact.

Want deeper customer insights? Check out the top-rated user research tools.