Customer Experience Management Software: 10 Best (2026)

Customer experience management software helps a business collect feedback and behavior data from customer touchpoints, analyze it and act on it, so customers stay satisfied and loyal. The category is broad: it includes enterprise experience management suites, survey tools, support and messaging platforms, and tools for reviews or in-app onboarding. No single tool does every job well.

This roundup compares 10 CEM tools, grouped by the job they do best. For the concept itself, see our definition of customer experience management (CXM), and for the wider strategy, the eCommerce customer experience guide.

What is customer experience management software?

CEM software works on three jobs. It listens, through surveys, reviews, support conversations and behavior tracking. It analyzes, by turning scores and comments into trends, themes and alerts. And it acts, by routing problems to an owner, personalizing the next interaction or testing a fix. A tool that only listens leaves you with a dashboard; the value comes when the insight changes something a customer sees.

CEM software is not a CRM. A CRM records who the customer is and what they did; CEM tools measure how the experience felt. Our guide to CEM vs CRM explains how the two work together.

How we compared these CEM tools

We grouped the tools by job, because a feedback suite and a help desk are not alternatives to each other. Within each group, tools appear in no ranked order. Omniconvert Explore sits in the survey and feedback group, where it fits. Prices change often, so treat the figures below as a starting point and confirm them on the vendor's pricing page.

Customer experience management platforms for enterprise feedback programs

1. Qualtrics XM

Qualtrics customer experience software captures feedback across surveys, calls, chat, social and digital behavior, and uses AI to spot at-risk customers early.

• Best for: enterprises running feedback programs across many channels and business units.
• Key features: omnichannel feedback collection, journey views, AI-driven churn signals, automated workflows that close the loop with customers, and digital experience analytics combined with surveys.
• Limits: no public prices, and the breadth of the platform takes time to set up well.
• Pricing: quote-based and metered by usage; see Qualtrics pricing.
• Integrations: the CX page names ServiceNow for connected workflows.

2. Sogolytics

Sogolytics brings customer and employee feedback into one experience management platform, with survey design, analysis and alerts in the same place.

• Best for: organizations that want customer and employee feedback on one platform.
• Key features: AI-assisted no-code surveys, NPS software, automatic themes, sentiment, emotion and risk detection, BI-style dashboards, and escalations routed when a score crosses a threshold.
• Limits: enterprise plans need a sales conversation, and no free trial is listed.
• Pricing: quote-based, by responses and admin users; free licenses for students, academics and nonprofits. See Sogolytics pricing.
• Integrations: Salesforce, HubSpot, Zendesk, Intercom, Shopify, Slack, Microsoft Teams, ServiceNow and Snowflake, among others.

Survey and on-site feedback CEM tools

3. Survicate

Survicate describes itself as customer experience survey software: one tool for contextual feedback across many channels.

• Best for: teams that need surveys in several channels, including email, website, in-product and mobile app.
• Key features: email, link, website, in-product, mobile app and social media surveys, continuous NPS, CSAT and CES feedback, and a word cloud of the most common topics in answers.
• Limits: it collects and summarizes feedback but does not test the changes you make in response.
• Pricing: Growth plan from $114 per month billed annually, and a 10-day trial with no card required; see Survicate pricing.
• Integrations: Zapier, Slack, Microsoft Teams, Google Sheets, Productboard, Mixpanel and Amplitude.

4. Omniconvert Explore

Omniconvert Explore is the experimentation and on-site experience tool from Omniconvert. It combines on-site surveys, A/B testing, personalization and behavioral targeting, so you can ask visitors what stops them and then test the change that answers them.

• Best for: online stores that want to find experience problems on the website and prove which fix works.
• Key features: surveys triggered on click, page load, scroll depth or exit, branching logic and segment targeting, eight answer types including rating scales for Net Promoter Score (NPS) questions, A/B and multivariate tests, and web personalization.
• Limits: it focuses on the website experience; support tickets and contact-center calls need a service platform.
• Pricing: free plan for up to 50,000 tested visitors with no credit card; paid tiers by monthly tested users. See Omniconvert pricing.
• Integrations: deploys on major eCommerce platforms and CMSs through a tracking code.

For customer data on the retention side, Omniconvert Commander (formerly Nexus), the AI eCommerce growth engine, calculates customer lifetime value (CLV), builds RFM segments and pushes them directly to Meta Ads, Google Ads and Klaviyo. Its customer intelligence view shows which customers are worth the most, so experience fixes start there. Brands that still run dedicated NPS software for retail can move the survey job into Explore.

Customer service and messaging CEM platforms

5. HubSpot Service Hub

HubSpot Service Hub is AI-powered customer service software connected to HubSpot's marketing and sales data.

• Best for: teams already on HubSpot CRM that want support and feedback in the same system.
• Key features: help desk and ticketing, customizable NPS, CSAT and feedback surveys, knowledge base, customer portal, an AI Customer Agent for email and live chat, omnichannel communication and service analytics.
• Limits: the free plan covers ticketing basics only; feedback surveys and the knowledge base sit in paid tiers, and the higher tiers carry one-time onboarding fees.
• Pricing: free plan for up to 2 users, then per-seat Starter, Professional and Enterprise plans; see HubSpot Service Hub pricing.
• Integrations: native to HubSpot CRM, plus apps from the HubSpot marketplace.

6. Salesforce Service Cloud

Salesforce offers a customer service platform built on its CRM, for support, marketing and sales teams that share one customer record.

• Best for: larger service teams that need routing, knowledge and AI on top of Salesforce data.
• Key features: omni-channel routing and supervision, knowledge management, Agentforce for Service AI agents, and feedback management as an add-on.
• Limits: most editions are billed annually, and AI and feedback features are often add-ons, so the real cost grows with each module.
• Pricing: Starter Suite from $25 per user per month, with free trials on most editions; see Salesforce Service Cloud pricing.
• Integrations: Slack (a Salesforce company) and the AppExchange marketplace.

7. Freshdesk

Freshdesk, from Freshworks, is a help desk for support teams with AI built in.

• Best for: small and mid-size support teams that want a help desk running quickly.
• Key features: ticketing and shared inbox, email, chat, phone and social in one workspace, Freddy AI Agent to resolve requests, Freddy AI Copilot for sentiment, suggested replies and translation, customer portal and knowledge base, and built-in reporting.
• Limits: its focus is support; for website surveys or testing you need another tool.
• Pricing: Growth from $19 per agent per month billed annually, and a 14-day free trial; see Freshdesk pricing.
• Integrations: more than 1,000, including Shopify, Slack, Microsoft Teams, WhatsApp, HubSpot and Jira.

8. Intercom

Intercom is a customer service platform that combines an AI agent with a human help desk.

• Best for: online businesses that want AI to handle routine questions and humans to take the rest.
• Key features: the Fin AI agent, an AI-powered help desk with ticketing, an omnichannel inbox with Copilot for agents, a help center, proactive in-context messages and reporting.
• Limits: costs combine per-seat fees and per-outcome AI fees, which makes the monthly bill harder to predict.
• Pricing: from $29 per seat per month, plus $0.99 per Fin outcome, and a 14-day free trial; see Intercom pricing.
• Integrations: Shopify, Salesforce, HubSpot, Stripe, Slack, Jira, WhatsApp and Segment, among others.

CEM tools for reviews and in-app onboarding

9. Podium

Podium is an AI-powered lead and customer communication platform for local businesses, such as auto dealers, home services, aesthetics and retail.

• Best for: local businesses that win customers through fast replies and Google reviews.
• Key features: an AI Employee that responds to leads around the clock and books appointments, review invites and replies through Podium Reviews, and an all-in-one inbox for customer conversations.
• Limits: it is built for local businesses, not online stores, and prices are not public.
• Pricing: by quote from the sales team; see Podium pricing.
• Integrations: Google reviews, plus an integrations marketplace.

10. UserGuiding

UserGuiding is a product adoption platform for building in-app experiences without code.

• Best for: software companies that want to improve onboarding and feature adoption.
• Key features: interactive product tours, onboarding checklists, banners and announcement modals, in-app surveys and NPS, a resource center and analytics.
• Limits: it works inside a web app, so it does not cover storefronts, email or support channels.
• Pricing: Starter from $249 per month billed annually (2,000 monthly active users), and a 14-day free trial with no card; see UserGuiding pricing.
• Integrations: Google Analytics, Segment, Mixpanel, Amplitude, HubSpot, Salesforce, Intercom and Slack.

Best customer experience management platforms compared

Most teams need one tool from the feedback groups and one from the service group. The listening tool tells you what is wrong; the service tool handles the customers it affects. To decide which scores to track once the tools are in place, see our guide to customer experience analytics, and for satisfaction surveys in particular, the customer satisfaction score (CSAT).

How to choose CEM software for your business

1. Name the job

   Decide whether you need to listen (surveys, reviews), support (tickets, chat) or improve (testing the fixes). Each job points to a different group above.
2. Map the touchpoints

   List where customers meet you: website, checkout, email, delivery, support. Check that the tool reaches the touchpoints where most complaints start.
3. Check the data connections

   Confirm the tool connects to your CRM and eCommerce platform, so scores sit on the customer record and you can compare groups over time with cohort analysis.
4. Trial it on one real journey

   Use the free plan or trial on a single journey, such as checkout, for two weeks. Judge the tool by the decisions it led to, not by the dashboard.
5. Price the full setup

   Add seats, response or visitor limits, AI usage fees, add-ons and onboarding fees. Then compare total cost, not the entry price.

A common mistake comes right after purchase. The team switches on every survey trigger at once: post-purchase email, exit intent, page load and post-ticket. A loyal customer then gets four survey invitations in one order cycle. Response rates fall, and the people who still answer are mostly the angriest customers, so the dashboard shows a decline that is partly a sampling effect. Set a frequency cap across all tools, start with two surveys at the touchpoints that matter most, and add more only when someone owns the answers.

GetMaineLobster, a US online seafood retailer, shows what one well-placed survey can do. It used Omniconvert surveys to ask leaving visitors what held them back, then answered those objections with on-site personalizations. Its conversion rate rose 51%, exit visitors generated an additional 7% of revenue, and email leads grew 9% [Omniconvert, GetMaineLobster case study]. The case study describes one exit survey, not a full CEM program, which is the point: start where customers leave, and act on what they say.

Customer experience management software FAQs