10 Best customer experience management software for 2026

Customer experience management software helps you to improve and control every interaction your customers have with your brand.

If you cannot see what your customers feel at each step of the customer journey, then you cannot fix what is broken.

80% of companies with strong customer experiences achieve higher revenue growth than their competitors. Additionally, 74% of consumers have changed brands after just one negative customer interaction.

In this guide, you’ll find the 10 best customer experience management software for 2026, compared by features and cost, to help you find the perfect solution for your brand.

Customer experience management software – Quick comparison

10 Best Customer Experience Management Software

Here are the 10 best customer experience management software you can use to drive revenue, improve support, customer feedback, and customer retention.

1. WiserReview

WiserReview is review management software that allows businesses to collect, organize, moderate, and showcase customer reviews on a single platform.

The software helps automate reviews via email, WhatsApp, SMS, QR codes, or direct links immediately after a purchase or service, generating more reviews with minimal effort.

The software supports reviews of text, images, and video, and businesses can also integrate reviews from Google and Facebook and manage them on a single platform.

By harnessing AI, it filters and flags up the most impactful feedback, so you can turn it into conversions and boost your brand’s reputation.

Plus, it comes with a range of customizable widgets like carousels and trust badges that you can use to display reviews on your website without needing to know how to code.

Automated review requests

WiserReview sends review requests automatically via email, SMS, WhatsApp, or QR codes after a purchase or service.

You get a more honest customer experience without manual follow-ups.

Smart Moderation & Tagging

The platform helps you review, filter, and organize feedback quickly.

You can approve, reject, or tag reviews to keep your content clean and structured.

Custom Review Display Widgets

WiserReview provides review widgets like carousels, popups, walls, and trust badges.

You can place them on product pages, homepages, or landing pages to increase trust and conversions.

AI-Powered Review Insights & Summaries

WiserReview uses AI to analyze reviews and create quick summaries.

This helps visitors understand key pros and concerns instantly, while helping the world’s leading brands identify patterns and areas for improvement.

Multi-Store Sync & Integrations

You can sync reviews across multiple stores using SKU mapping and manage reviews from one workspace.

It also integrates with major e-commerce platforms to automate workflows and operational efficiency.

WiserReview Pricing

2. Freshdesk

Freshdesk is a help desk and support ticketing system designed to make personalized interactions a breeze and help businesses achieve their goals, regardless of size or type.

It collects all your requests from email, web, phone, chat, and social media channels and puts them in one place for you to handle.

Additionally, it enables marketing teams to support customers more quickly with features such as ticket automation, self-service portals, and detailed analytics.

Omnichannel Ticketing System

Consolidates inquiries from email, phone, social media (Facebook, Twitter, Instagram), and WhatsApp into a single, organized dashboard to prevent requests from being missed.

It also tracks conversation history in a single thread, so agents see the full context before replying.

Freddy AI & Automation

Uses AI to categorize, prioritize, and route tickets automatically to the right agents.

It includes AI-powered chatbots for self-service and AI Copilot to boost agent productivity.

Collision Detection

Prevents multiple agents from working on the same ticket simultaneously, reducing redundant work and customer confusion.

The system displays real-time alerts on agent activity to improve team coordination and response speed.

scenario automation

Scenario automation in Freshdesk is a macro tool designed to handle repetitive ticket routines.

Rather than making individual changes to a ticket’s status, priority, and group, an agent can simply use a “scenario” to make all of these changes in one go.

Pricing

3. Medallia

Medallia is an enterprise-grade customer experience software that collects “experience signals” throughout the customer journey.

It is particularly good at taking unstructured data, such as social media, voice conversations, and IoT data, and turning it into predictions.

It can analyze customer sentiment and voice to help front-line employees better understand customer needs and improve customer satisfaction and loyalty in large enterprises.

Experience Cloud

The system collects feedback from digital, physical, and contact-center touchpoints to provide a complete 360-degree view of the customer.

Teams can connect this feedback to specific customer journeys and actions as experience data flows through multiple touchpoints.

AI-Powered Text & Sentiment Analytics

To identify customer themes, root causes, and emotional sentiment, it analyzes unstructured data in real time.

Also, here frontline teams can act faster as it automatically highlights priority issues..

Predictive Retention

Before a customer even leaves, it identifies customers likely to churn based on historical behavior and feedback patterns.

This enables teams to trigger recovery actions and proactive outreach.

Frontline-Ready AI

To improve customer interactions in the moment, it empowers staff with actionable insights and coaching.

During calls or service interactions, it delivers real-time insights and guidance to improve outcomes.

Pricing

Custom-quote pricing

4. Zendesk

Zendesk is a customer service and engagement unified platform that supports channels like chat, email, social, and phone in one place.

It provides a complete “Service” and “Sales” solution that allows teams to build highly sophisticated support workflows.

It is the go-to choice for companies looking to provide a seamless customer experience. Zendesk’s CX tools also support workflows that improve overall service quality.

Zendesk Sunshine

An open CRM platform built on AWS that lets you connect all your customer data for a truly personalized experience.

It unifies customer profiles, events, and interaction history so teams can respond with full context.

Omnichannel Ticketing System

Consolidates inquiries from email, chat, phone, and social media into a single, manageable stream.

It keeps conversations organized in a single thread, ensuring consistent, timely responses.

Zendesk AI & Automation

AI agents answer up to 80% of conversations autonomously, deliver instant answers, and help with workflows.

Automation assists with answering tickets, composing replies, and other manual work for support teams.

Integrated CSAT Surveys

Zendesk allows you to send Customer Satisfaction (CSAT) surveys automatically after support interactions.

Responses link directly to tickets and agents, so managers can accurately measure service quality.

Pricing

5. Genesys

Genesys is a global leader in AI-powered cloud customer experience software (CX) and contact center solutions, specializing in orchestrating complex customer journeys.

It focuses heavily on the “human” element of CX, using AI to match customers with the best-suited agent for their specific problem.

It is ideal for organizations where phone and digital voice interactions are critical.

Agent Copilot

It’s like having a copilot on every call – providing live help, AI-fueled call summaries, and sentiment analysis to help get the most out of every interaction and make it run more smoothly.

And to make sure things get wrapped up as quickly as possible, it also gives agents a live feed of suggestions and next best actions to take during the call.

Predictive Routing & Engagement

Uses machine learning to match customers with the best-suited agent for specific KPIs and proactively engages website visitors based on behavior.

This improves first-contact resolution and reduces wait times across multiple channels.

Voice & Digital Integration

Seamlessly transitions a customer from a web chat to a voice call without losing context or data.

All interaction history stays connected, so agents do not need to ask customers to repeat information.

Real-time & Historical Analytics

Provides deep, valuable insights into customer interactions and journey management to identify trends, bottlenecks, and opportunities for improvement.

Dashboards and reports help leaders monitor performance, forecast demand, and optimize staffing.

Pricing

6. Qualaroo

An in-context survey and feedback tool that enables teams to get real-time user insights as the user interacts with the website or the product.

Rather than asking users to complete surveys after the purchase, Qualaroo asks questions as users interact with the product.

This yields much higher response rates and deeper insights into user intent. Behavioural triggers, sentiment analysis, and surveys help organisations understand where users are struggling and improve the user experience.

Nudge™ Technology

Small survey prompts that appear in the application/site without interrupting the user’s experience.

The surveys fire at the exact time when the user’s intent is still fresh in their mind to get the feedback.

Exit-Intent Surveys

Designed to ask customers the reasons behind leaving the application/site without purchasing the product.

The surveys trigger when the user is leaving the application/site to reduce the bounce rate.

AI-Powered Sentiment Analysis

To categorize responses by sentiment (positive, negative, neutral), it analyzes text-based feedback using IBM Watson.

Without any manual review, it helps teams quickly identify common concerns and recurring themes.

Branching & Skip Logic

Customizes the survey for each user based on their previous answers.

The surveys can be customized to provide deeper insights into user feedback.

Pricing

7. Contentsquare

Contentsquare is a digital experience analytics platform that goes beyond traditional clicks to show you exactly how users move through your site.

It provides insights into customer behavior, such as clicks, scrolls, and swipes, to optimize customer journeys, increase engagement, and boost conversions.

The platform uses session replays, heatmaps, and error analysis to identify friction points and improve UX. It is essential for teams focused on optimizing conversion rates and digital channels.

Session Replay

Allows you to watch a reconstruction of a user’s session to see exactly where they got stuck or confused.

This helps teams identify friction points and fix usability issues based on real behavior.

Zone-Based Heatmaps

Visualizes how every element on a page (buttons, images, text) contributes to your overall conversion and revenue.

It shows which sections drive engagement and which areas users ignore.

Error Analysis

Detects technical issues and slow-loading elements on the page automatically, which affect the overall user experience.

Helps teams fix issues in real-time before they affect a large number of users.

AI-Powered “Sense”

Offers you automatic, actionable insights, including anomaly detection in user behavior and website performance.

Highlights areas of change to help teams prioritize the areas affecting their revenue.

Pricing

8. Zonka Feedback

An AI-powered customer experience software (CX) and feedback management solution that aims to collect, analyze, and act on customer feedback.

Zonka is special because it can collect “offline” feedback via tablets or kiosks, making it popular with retailers, hospitals, and hotels.

It tracks key customer experience metrics such as NPS and CSAT, sending alerts and analytics for better customer experience and security.

Offline Survey App

Collects feedback even without access to the Internet on tablets/kiosks, syncing data once online.

Best for retail, events, hospitals, field locations, etc.

AI-Powered Analysis

Uses Artificial intelligence, natural language processing (NLP), and deep learning to analyze both structured and unstructured unified data, identify themes, and detect sentiment.

It turns raw feedback into clear insights so teams can act faster.

CX Metric Reports

Dedicated dashboards for NPS (Net Promoter Score) and CSAT to track loyalty and satisfaction trends over time.

Reports help teams monitor performance across locations, teams, or customer segments, which improves efficiency.

Multilingual Surveys

Supports over 30 languages, allowing brands across the globe to conduct feedback surveys in the customer’s native language.

Helps ensure response rates remain high while maintaining accurate feedback data across locations.

Pricing

Custom pricing available based on business requirements.

9. Survicate

A flexible survey tool, especially created for marketing, product, and customer success teams who require fast and actionable insights.

It’s famous for its “one-click” surveys, which can be embedded in emails. Survicate integrates natively with almost every major CRM, so feedback can be automatically linked to the customer record.

It supports NPS scoring, in-product surveys, and integrates with many business tools, making it easy to turn customer experience into action.

Email & Link Surveys

Allow users to answer the first question of the survey directly in the email, greatly increasing the likelihood they will complete it.

Data is recorded live, then instantly saved in the dashboard for analysis.

Native CRM Integrations

Connects feedback data directly into tools like HubSpot, Salesforce, and Intercom without the need for additional software.

This allows customer data to be updated with new survey data for better segmentation.

In-Product Surveys

Targeted surveys for web and mobile apps that help product managers understand feature adoption and user friction.

They trigger based on user behavior, making feedback more contextual and actionable.

AI-Powered Insights

Summarize feedback, identify sentiments, and extract topics from open-ended answers, automatically .

This makes it easier for teams to grasp key insights without manually reviewing the collected data.

Pricing

10. Gainsight

Gainsight is a company that provides tools for customer success and experience management for businesses that operate in the B2B SaaS and subscription-based model.

Gainsight is focused on post-sales growth as a key aspect of business. It helps teams renew their contracts and increase their customer base.

It also helps teams ensure that more customers use their product. Gainsight uses customer data to generate a score for each customer that predicts how the customer’s business will perform in the future.

Customer Health Scoring

It aggregates information from usage statistics, support requests, and survey data to generate a single figure that measures churn likelihood.

The team can then design rules to take prompt action if the customer’s health score changes.

Product Experience (PX)

Product analytics are integrated to reveal how customers are using particular features.

It enables teams to encourage deeper feature adoption.

Cockpit and Playbooks

It’s a centralized task management platform with automated tasks (CTAs) for Customer Success Managers (CSMs).

It ensures consistent follow-ups are made to each account.

Journey Orchestration

Automates personalized customer journeys and communications based on real-time data.

It delivers the right message at the right stage of the lifecycle to improve retention and expansion.

Pricing

Gainsight typically uses a customized quote-based model

Factors to consider before choosing a CXM software

When selecting a Customer Experience Management (CXM) platform, the goal is to find a solution that bridges the gap between raw behavioral data and actionable human insights.

1. Integrations and unified data

The Customer Experience Management software should integrate with other software, such as CRM, customer support, marketing campaigns, and workforce management.

This would prevent resource wastage and provide a consistent customer experience across all stages of the customer lifecycle, which will lead to better business outcomes

This helps create deeper connections with your customers and build long-term customer loyalty.

2. Scalability and multi-channel support

Pick a platform that lets you interact with people through email, chat, phone, social media, and in-app messages all in one place.

It should make things easier as your business grows, not slow you down with an extensive learning curve.

The right system lets you keep up the quality of your service while also making your business run more smoothly.

3. AI insights and actionable data

An AI-powered or AI-native platform can look at feedback, figure out how people feel about it, and give you useful information right away.

AI helps teams make interactions more personal, lowers the risk of losing customers, and makes loyalty programs better.

This gives your business an edge over the competition and helps you make better decisions about market research.

4. Ease of use and fast setup

The tool should be easy to use, cheap, and quick to set up. If your team has trouble with complicated tasks, they will lose interest and their work will suffer.

The best CXM software enhances engagement, streamlines operational efficiency, and helps businesses succeed without adding extra problems.

Wrap up

Customer experience management software helps you deliver the same experience to your customers at every stage of their relationship with you.

The right platform gives you useful information, makes customers more loyal, and lets you talk to them in ways that build stronger relationships for business success.

If you are looking for a software solution to help you engage customers and drive conversions through genuine customer reviews, WiserReview is a good option.

The software uses AI-based insights and automation to help you manage reviews and display them cost-effectively.