Just as customer satisfaction surveys reveal gaps in happiness, the right customer experience software bridges them; It helps you meet customers where they are and deliver personalized support every step of the way.
Today’s rising CX demands mean AI, omnichannel engagement, and deep personalization are no longer “nice-to-have” in your customer data platform—they’re essential features that any software worth its salt will include.
But even the flashiest software fails if it drowns you in meaningless data or frustrates customers with yet spammy survey invitations from do-not-reply addresses.
That’s why at Interaction Metrics, we help companies cut through the noise and make meaningful improvements in the customer experience. We reject the industry’s obsession with survey spam and vanity metrics—and instead champion CX tools that:
- Respect customers’ time
- Turn feedback into dialogue
- Analyze data with scientific rigor
We’ve seen firsthand how selecting the best customer experience management platform for your company’s needs can transform brand loyalty, reduce support costs, and build long-term customer trust.
In this guide, we’ll walk you through our favorite customer experience platforms that deliver on these promises in 2025 so you can boost loyalty, and build trust.
What Is CX Software?
Many people think of customer experience (CX) software as just another dashboard portal that lets you view customer experience data. But really, it’s the engine that drives improvements in the customer experience.
By analyzing feedback across every channel—surveys, social media rants, support calls, and even subtle shifts in app behavior—you can use CX software to uncover what customers really want.
Think of great CX software as a truth-teller: it lets you spot friction in real time, personalize interactions, and turn existing customers into die-hard fans.
Sounds like a CRM, right? Close, but not quite.
- CRM (customer relationship management): Primarily focuses on managing customer experience from a sales or support angle—tracking leads, storing customer data, and logging customer communication for future reference.
- CX software: Digs deeper into analyzing customer feedback, pinpointing customer pain points, and orchestrating improvements across all channels—not just at the lead or deal stage. It’s more about optimizing experiences and customer loyalty than organizing contact info and sales pipelines.
In short, the best CX platforms do more than simply report problems—they solve them.
They arm teams with AI-driven insights, automate fixes for common hiccups, and map journeys so seamlessly, that customers forget that the experience is being managed.
That’s why we didn’t just list “the most popular” tools in this article. We hunted for platforms that turn feedback into action and scale with your business.
Why Would You Need CX Software?
Not every company needs customer experience software.
If you have a CX team and are going to be running your own customer surveys, then you’ll want to choose the best software. Keep reading and see our top picks in the list below.
If you don’t have a team focused on customer experience, or you’re not looking to run your own surveys, then customer experience software probably isn’t the answer—instead, consider hiring a customer survey company.
A good customer survey company will be able to:
- Design surveys that get the insights you need
- Already have the best customer experience software—so you don’t need to buy it
That’s where we come in. At Interaction Metrics, we already have the best CX software—and we know how to use it. We have decades of experience in designing surveys to get the information you need, then interpreting the data so that you can take action to improve the customer experience easily.
How We Picked
In order to make the cut, each piece of software on the list needed to include at least 3 out of 5 of the following features:
- Omnichannel listening: Beyond collecting customer feedback from surveys, the best software lets you track every interaction, from heated support calls to subtle shifts in customer behavior on your app. If feedback exists, these tools capture it, turning whispers and shouts alike into actionable insights.
- AI that thinks like your team: We prioritized software that uses AI to spot patterns humans might miss, so you can easily glean insights that might otherwise go overlooked.
- Closed-loop systems: The best customer experience management software lets teams assign tasks, automate follow-ups, and resolve customer inquiries fast. No more “Oops, we missed that email!”—just smoother resolutions and happier customers.
- Journey mapping: We favored tools that visualize every step of the customer experience, from first-click excitement to post-purchase hiccups.
- Scalability and security: Whether you’re a startup or a Fortune 500, your software should grow with you. So we looked for software with data encryption and role-based access capabilities.
We scoured the web for dedicated CX tools that make customer feedback management efficient, insightful, and above all, impactful.
Without further ado, here are our top picks for Customer Experience Management Software in 2025.
Winner: Medallia
Medallia sits at the forefront of all-in-one enterprise CX because it unifies just about every feedback channel—surveys, social, web, video, call centers, text analytics—into a single, comprehensive platform.
Its AI-powered analytics can handle billions of signals (2 billion conversations analyzed and counting) and support millions of frontline users across 100+ countries. This level of scale makes it invaluable for large enterprises that need to rapidly sift through massive data streams.
At its core, Medallia focuses on real-time insights that reveal overarching sentiment and pinpoint specific touchpoints influencing NPS, CSAT, or loyalty. Notably, it captures video feedback for richer emotional insight—an extra edge in understanding the “why” behind survey scores.
The platform even analyzes employee feedback to tackle service gaps and drive cultural changes that improve both frontline retention and customer satisfaction.
What really sets Medallia apart is its closed-loop action management: real-time alerts, automatic case creation, and intuitive dashboards ensure that no issue slips through the cracks.
Leaders can see exactly where friction points exist, assign owners, and track resolution across thousands of stores or regions.
All these factors make Medallia the strongest end-to-end CX solution on the market—if you have the budget and resources to implement it fully.
Pricing
Medallia uses a complex pricing structure that includes an EDR-based model, where costs depend on the number of data records you process; for specifics and a custom quote, contact Medallia.
Runner Up: Qualtrics XM
Qualtrics XM is a power tool for measuring all your customer, employee, and market touchpoints across over 20,000 global brands in 100+ countries.
Founded in 2002 (and famously acquired, then re-acquired, in multi-billion-dollar deals), Qualtrics has analyzed billions of conversations and supports 3 million frontline users, showcasing how it scales to meet enterprise-level needs.
Its AI-driven insights and broad feature set—including dedicated suites for customer experience, employee engagement, and advanced market research—give large organizations the real-time data to make big decisions fast.
If you have complex feedback channels, want a single, scalable hub for surveys and analytics, and have the budget to match, Qualtrics XM delivers. Just be aware of the steep learning curve that accompanies such a robust platform.
Pricing
Full XM solutions require custom quotes—to learn more, contact Qualtrics for exact pricing.
Honorable Mentions
While these platforms didn’t snag our top spots, they’re far from benchwarmers. Each excels in niche areas—think razor-sharp social listening, hyper-scalable contact centers, or AI that predicts customer needs before they’re spoken.
They might lack the end-to-end polish of our winners or cater to narrower use cases, but if your priorities align with their superpowers, they’re worth a closer look.
Genesys Cloud CX
Genesys Cloud CX is a contact center workhorse built for mid-sized organizations that need a powerful, AI-infused solution.
With over 7,500 customers in 100+ countries, it unifies voice, email, chat, text, and social under one roof.
The platform continuously innovates, rolling out 400+ new features annually, and even offers AI Experience tokens so you can add AI-driven capabilities without extra infrastructure.
If you’re juggling multiple channels and need advanced routing plus workforce management, Genesys Cloud CX is a strong contender that easily scales with your team.
Pricing
Plans start at $75/user/month for the basics (voice, IVR, AI), rising to $155/user/month for advanced AI and workforce engagement. For a full quote, contact Genesys directly.
Sprinklr
Sprinklr is a unifying force for social, chat, email, and SMS interactions.
With AI annotation refined over five years, Sprinklr can handle 23 social channels and 11 messaging channels. This makes it ideal for maintaining brand consistency, providing 24/7 customer care, and launching effective social marketing campaigns at scale.
If you need an integrated approach to marketing, service, and insights complete with dedicated product suites (Service, Social, Insights, and Marketing), Sprinklr is your everything-in-one-place solution.
Pricing
Sprinklr typically provides custom, enterprise-focused quotes; prices can start high, so contact Sprinklr for a tailored plan if you’re ready to invest in centralized CX management.
NICE CXone
NICE CXone is a cloud-based contact center solution that merges voice, email, chat, and social channels under one AI-driven umbrella, trusted by 25,000+ organizations (including 85 of the Fortune 100) across 150 countries.
NICE CXone uses Enlighten AI to automate routine tasks, predict customer needs, and give agents real-time guidance to agents.
If your contact center requires omnichannel coverage, built-in workforce management, and advanced security (GDPR, HIPAA, PCI DSS), NICE CXone stands out as a scalable choice for handling high volumes of interactions.
Pricing
Plans generally start around $71/user/month and can reach $209/user/month based on usage and features. Contact NICE to get a custom quote for your exact needs.
InMoment
InMoment transforms unstructured, multi-channel feedback into quick, actionable insights, that slash ROI timelines down to about half the industry norm.
Trusted by 1,000+ global brands (including Foot Locker and Jack in the Box), it uses an in-house LLM to unify surveys, social media, call logs, email, and chat transcripts in one place.
If you’re wrangling multi-channel feedback and need AI-driven analysis to highlight high-priority issues, InMoment is a prime option for mid-sized to large enterprises aiming for rapid, data-driven CX transformations.
Pricing
InMoment’s rates are customized for each organization’s data volume and features. Contact InMoment to schedule a demo and get a tailored quote.
Forsta (Formerly Confirmit + FocusVision)
Forsta (formed after the merger of Confirmit and FocusVision) helps global brands like eBay unify customer feedback data from surveys, video interviews, and social media.
Its AI spots trends quickly and efficiently, and can reduce manual work by 75%. Teams can use predictive alerts to fix issues before they escalate and dashboards that sync with enterprise tools like Salesforce.
Forsta is ideal for companies that need guidance. They have a dedicated team that helps design surveys and strategies. Recognized as a leader by Gartner, it’s built for complex, global operations.
Pricing
Contact Forsta directly for custom pricing based on your business needs. Learn more at the Forsta website.
Alida
Alida focuses on turning customer conversations into actionable insights. Brands like Foot Locker use its Active Listening® tool to gather 2.4x more feedback via chatbots and social media.
The platform’s AI automates analysis, which frees teams to focus on implementing high-impact fixes. Real-time dashboards highlight urgent issues while community-building tools foster loyalty.
Alida is praised for fast results, with clients often reporting positive ROI in 12 months or less.
Pricing
Contact Alida for custom pricing tailored to your business. Learn more at Alida’s website.
Verint Experience Cloud
Verint helps regulated industries like healthcare and finance unify customer data from calls, chats, surveys, and apps.
It bridges older on-premises systems with modern cloud tools, which makes it ideal for organizations transitioning gradually to the cloud.
The platform’s AI automates 40% of repetitive tasks (like call transcriptions), so agents can focus on resolving issues. It also includes predictive analytics that spots customers at risk of leaving and identifies upsell opportunities.
Verint meets strict compliance standards (GDPR, HIPAA) and scales for large enterprises. Recognized as a leader by IDC, it’s trusted by Fortune 100 companies for secure, flexible CX transformation.
Pricing
Custom plans for hybrid cloud and compliance needs. Learn more about Verint and their solutions on their website.
Cisco Webex Experience Manager
Cisco Webex Experience Manager (formerly CloudCherry) is a hybrid CX platform that bridges on-premises systems and cloud-based AI, built for enterprises entrenched in Cisco’s ecosystem (e.g., Webex Contact Center).
It integrates inline post-call surveys, voice-of-customer analytics, and collaboration tools to unify data from 30+ channels.
Its hybrid model lets businesses in regulated industries retain legacy infrastructure while deploying AI-driven sentiment tracking. This reduces the need for manual analysis by 60% and in some cases, can boost NPS scores by 10+ points in as little as 6 months.
Features include GDPR/HIPAA-compliant dashboards, predictive employee experience analytics, and Cisco Security integrations for threat detection.
Recognized for 12-month ROI and seamless scalability, it’s ideal for mid-to-large firms prioritizing compliance without sacrificing real-time CX agility.
Pricing
Cisco provides a free tier, multiple paid tiers, and custom enterprise pricing based on hybrid deployment needs and user licenses. Explore options at Cisco’s website.
Oracle CX Cloud
Oracle CX Cloud is a unified CX suite that merges sales, marketing, service, and commerce data for enterprises in Oracle’s ecosystem.
It uses AI-driven personalization to analyze 50+ interaction types and predict churn risks with 92% accuracy, and claims to be capable of boosting conversions by 20% via real-time offers.
Features like Experience Data Records (EDR) pricing, predictive employee engagement analytics, and pre-built integrations for Salesforce/SAP let global brands unify siloed data into GDPR/CCPA-compliant workflows.
Recognized for 20% faster campaign ROI and 15% lower customer attrition, it’s built for complex enterprises needing seamless Oracle Fusion integrations, not SMBs.
Pricing
Oracle offers usage-based pricing tied to EDRs (Experience Data Records). Contact Oracle for a custom quote based on data volume and modules.
Emplifi
Emplifi (formerly Khoros) unifies marketing, commerce, and customer care into a single AI-driven platform trusted by Delta Air Lines, Ford, and 7,000+ other global brands.
Unlike siloed tools, it combines social media management, AI chatbots, and personalized commerce tracking to map customer journeys from ad engagement to post-purchase support.
Features like sentiment-based theme detection and predictive churn scoring boost retention by 25%, while GDPR/HIPAA-compliant dashboards centralize data from 50+ channels.
Notable for its empathy-driven analytics, Emplifi identifies emotional pain points in feedback so you can refine campaigns in real-time.
Ranked #1 in G2’s Social Suites category, it’s built for enterprises needing to scale CX without fragmenting teams.
Pricing
Emplifi uses custom pricing based on Experience Data Records (EDRs). Contact the Emplifi team for a quote tailored to your social, commerce, and care needs.
Calabrio
Calabrio merges workforce optimization (WFO) and CX tools in one platform, boosting agent performance with scheduling, coaching, and AI-driven insights.
It’s ideal for contact centers that want total transparency in terms of agent performance and customer satisfaction. If you need a single system for forecasting, recording, and analytics, Calabrio stands out.
Pricing
Calabrio offers custom pricing based on agent count and interaction volume.
Upland Rant & Rave
Upland Rant & Rave is a real-time CX platform specializing in emotion-driven insights for retail, finance, and utilities.
Unlike traditional survey-focused platforms, its NLP-powered sentiment engine includes sentiment analysis capable of decoding frustration, delight, or indifference in feedback from SMS, in-store kiosks, and 20+ channels.
Key for frontline teams, Rant & Rave turns employees into CX champions with gamified feedback dashboards that reward staff for resolving issues flagged by AI-driven alerts (e.g., angry social media comments).
Features like automated recovery workflows slash response times by 50%, while Voice of the Employee tools tie internal morale to customer satisfaction.
Built for FTSE-level scalability, it integrates with BlueVenn and CRMs to balance GDPR compliance with actionable empathy.
Pricing
Upland Rant & Rave offers custom pricing based on feedback volume and users.
ConcentrixCX
ConcentrixCX is a voice of the customer (VoC) platform capturing feedback from email, web, chat, and video.
It uses AI to surface sentiment, predict needs, and empower mid-sized to large enterprises to deliver end-to-end exceptional experiences.
Got a global footprint or high customer volumes? ConcentrixCX may be exactly what you’re looking for. It provides a single system that unifies data from multiple sources.
Pricing
Concentrix offers custom enterprise pricing based on interaction volume and AI features. Request a quote at ConcentrixCX.com.
OpenText Experience Cloud
OpenText Experience Cloud is an enterprise CX suite blending content management, AI-driven personalization, and composable architecture for industries like public services, utilities, and communications.
Its modular design lets global brands like Siemens and government agencies reassemble digital experiences on the fly by integrating web content, digital assets, and customer data into GDPR/HIPAA-compliant workflows.
Notable for industry-specific agility, it powers public sector digital services and telecom CX hubs, using predictive analytics to slash response times by 30%.
Pricing
OpenText offers custom pricing based on modules, users, and data volume.
Talkdesk CX Cloud
Talkdesk CX Cloud weaves together AI-based contact center tools, workforce management, and real-time analytics.
Designed for regulated industries, it offers GDPR/HIPAA-compliant workflows, Industry Experience Clouds (financial, healthcare, retail), and a Workspace Desktop App to unify 20+ channels into a single agent interface.
Talkdesk excels for enterprises modernizing CX with predictive analytics, low-code customization, and scalability supporting millions of daily interactions.
Pricing
Starts at $85 per user, per month. Scales to $225+ per user, per month for industry-specific tiers. Explore plans at Talkdesk’s pricing page or try a 14-day free trial.
Five9 Intelligent Cloud Contact Center
Five9 merges AI, omnichannel customer engagement, and analytics to unify every customer touchpoint.
Aimed at mid-sized to large enterprises looking for robust contact center capabilities, Five9 stands out for its Intelligent Virtual Agents (IVAs) that automate routine inquiries and real-time AI coaching that boosts agent performance.
Tailored for regulated sectors, it offers HIPAA/GDPR-compliant workflows, financial services-grade security, and industry-specific editions (healthcare, retail) with pre-built CRM integrations.
Pricing
Pricing starts at $119 per month for the most basic plan, with custom pricing available for enterprise packages. Learn more about Five9’s pricing here.
AskNicely
AskNicely is a frontline-first CX platform trusted by 1,300+ service businesses.
Recognized as the #1 solution for service industries on G2, it uses AI-powered micro-surveys (delivered via SMS, email, or in-app) and gamified leaderboards to keep teams engaged in real-time.
With SOC2/GDPR compliance, Slack and Zapier integrations, and automated review generation, AskNicely empowers franchises, healthcare providers, and field services to scale feedback loops so frontline workers can make sense of customer insights and address their needs on the spot.
Pricing
AskNicely starts at $449/month for core features. Explore plans at AskNicely’s pricing page or request a demo to tailor your plan to your team size.
Avaya OneCloud
Avaya OneCloud is a cloud-based CX suite that fuses communication, collaboration, and experience tools into one AI-powered platform.
Designed for mid-sized to large enterprises handling high interaction volumes or distributed teams, it unifies both CX and EX under one umbrella.
Coupled with predictive insights and flexible deployment, it’s perfect for modernizing communication infrastructure and optimizing the customer experience.
Pricing
Avaya offers custom quotes based on users, modules, and deployment models—explore options at Avaya’s website or contact sales to learn more about tailored UCaaS/CCaaS bundles.
Chattermill
Chattermill is an AI-driven CX analytics platform trusted by Amazon, Uber, and HelloFresh to decode unstructured feedback from 50+ sources into actionable insights.
Using deep learning models, it auto-tags themes, predicts churn risks, and prioritizes issues impacting NPS/CSAT, helping enterprises like HelloFresh achieve 300%+ ROI.
Features include real-time sentiment alerts, Qualtrics integrations, and dashboards that analyze billions of interactions to pinpoint CX gaps.
Pricing
Chattermill offers custom enterprise pricing. Visit their pricing page to learn more about what’s included with available plans.
SANDSIV
SANDSIV consolidates feedback from surveys, tickets, social, and more into an AI-driven platform that highlights sentiment trends in real-time.
Its proprietary NLP engine identifies high-impact pain points (e.g., shipping delays, product defects) and auto-prioritizes them by NPS/CSAT impact.
The result is that you can reduce the time it takes to perform a root-cause analysis by 50%.
Trusted by telecom and retail giants, SANDSIV offers GDPR-compliant dashboards, predictive churn models, and seamless SAP/Salesforce integrations to align CX insights with operational workflows.
Pricing
SANDSIV provides custom enterprise pricing. Learn more on the SANDSIV website.
SogoCX
SogoCX, part of the Sogolytics suite, is an omnichannel feedback platform that unifies surveys, support tickets, and social media data into AI-driven dashboards.
Designed to help mid-sized enterprises exceed customer expectations, it identifies urgent CX issues with real-time sentiment alerts. It also pinpoints top drivers of NPS/CSAT scores so your service teams know where to focus on improving service quality.
Features include QR code feedback collection for in-person interactions, HIPAA/GDPR-compliant analytics, and seamless CRM integrations (Salesforce, HubSpot) to align insights with frontline workflows.
Pricing
SogoCX offers custom plans based on data volume and integrations.
How to Choose the Right Customer Experience Platform
Picking the perfect CX software isn’t about ticking boxes—it’s about finding a partner that grows with your goals. Here’s how to cut through the noise:
Start by defining your goals. What’s really driving your software purchase? Maybe you’re drowning in customer calls and need smarter self-service tools. Or perhaps your customer feedback surveys are gathering dust, and you crave AI that turns rants into action plans.
Nail down your non-negotiables first and figure out exactly what it is you’re looking for.
Remember that size matters (in data, at least). If you’re a high-volume brand with sprawling customer behavior data, you’ll want enterprise-grade muscle, like AI that spots trends in real-time and data encryption that keeps compliance airtight.
Smaller teams should focus on simplicity. Don’t just opt for the biggest, flashiest piece of software you can find. Consider exactly what you need and whether or not you’re choosing software that’s more extensive than you really need.
Play nice with others. Great CX tools don’t live in a silo. If you’re already using a CRM or help desk, prioritize platforms that slide into your tech stack like the last puzzle piece. Bonus points if you can find software with pre-built integrations that save your IT team from migraines.
Demand more than pretty dashboards. Basic reporting is so 2020. Nowadays, you’ll want to look for tools that map entire customer journeys instead of just taking snapshots. Look for platforms that use AI to serve up the “why” behind the “what.”
Try before you buy. If it’s offered, never skip a demo. Involve your customer service teams in testing—if they groan at the interface, run. The best tools feel intuitive, not like you need a PhD to use them.
Find Your Ideal Customer Experience Management Platform With Interaction Metrics
Choosing the right CX software isn’t only about choosing software with the most advanced features on the market. It’s really about finding a solution that fits your team, your goals, and your customers’ quirks. With so many options (and hidden complexities!), it’s easy to feel overwhelmed.
That’s where we come in.
At Interaction Metrics, we’ve helped hundreds of businesses cut through the noise and land on platforms that actually work instead of buying the software that looks good on paper, only to find out it’s not actually what they need.
Whether you’re streamlining customer feedback surveys, taming chaotic customer calls, or scaling AI-driven insights, we’ll match you with tools that turn headaches into high-fives.
Contact us to discuss your customer experience goals. We’ll provide personalized recommendations, compare top contenders, and craft a roadmap that turns your customer experience into a competitive edge.
Customer Experience Management Software FAQs
Is a CRM the same thing as CX software?
Not exactly. They overlap, but they’re not identical.
A CRM (customer relationship management) focuses on organizing customer data, guiding sales teams, and tracking customer interactions from a lead perspective.
CX software digs into customer feedback, sentiment, and behavior across every channel—helping you collect feedback, pinpoint customer pain points, and deliver personalized experiences.
How much does the best customer experience management software cost?
Costs vary widely based on feature depth, data volume, and whether you need advanced AI or basic reporting.
Many enterprise solutions start around $75-$100 per user monthly, but custom quotes can climb higher. Especially if you handle large data sets, require enterprise-grade security, or want extra automation.
What is the best customer experience software for small businesses?
Most top-tier CX platforms are built for mid-sized to large enterprises with robust budgets and support team resources.
That said, smaller businesses might consider simpler customer service software or basic feedback management solutions with fewer bells and whistles (and lower costs).
These typically aren’t comprehensive solutions, but they include tools like SurveyMonkey, Zendesk, and Freshdesk among others.
Look for tools that let you start small and scale as your customer lifecycle grows. Need help choosing the right one? Contact Interaction Metrics to discuss your options. We already have licenses for the top CX platforms, so you can focus on insights—not software costs or setup—as you optimize the customer experience.
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Let’s discuss which CX platform is best for your company.
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