GTM Tools

7 Best Customer Feedback & Experience Management Tools in 2023

By Alex • Updated June 23, 2023

The rapidly evolving digital landscape has shifted the focus from products and price to the overall customer experience (CX). Brands that prioritize CX are more likely to retain customers, reduce customer churn, and increase revenue. A critical tool for managing and improving CX is the Customer Experience Management Tool (CXM).

In this comprehensive guide, we will delve into the top seven CXM tools that can revolutionize your brand's customer experience strategy in 2023.

Best Customer Experience Management Tools

1. Qualtrics
2. Medallia
3. InMoment
4. Concentrix
5. SMG
6. GetFeedback
7. SurveySparrow

What Makes A Great Customer Experience Management Tool?

A great CXM tool should have the ability to:

1. Collect Feedback: The tool should be able to gather customer feedback across multiple touchpoints in the customer journey. This includes website, mobile app, social media, email, and more.
2. Analyze Data: It should offer robust data analytics capabilities to identify patterns, trends, and insights from the collected feedback.
3. Actionable Insights: The tool should be able to translate the data into actionable insights for improving customer experience.
4. Integration: It should seamlessly integrate with other business tools such as CRM, marketing automation, sales, and more.
5. Real-Time Reporting: The tool should provide real-time reports and dashboards to track and measure CX metrics.

Now, let's delve into the specifics of each of the seven best CXM tools.

1. Qualtrics

Qualtrics is a leading CXM tool that helps businesses to create fantastic customer profiles by gathering information about customers through different surveys. Its NPS (Net Promoter Score) feature provides actionable data and streamlines customer experience management.

Key Features

• Customizable Dashboards: Qualtrics offers role-based dashboards that are highly customizable, enabling managers to access data within their scope of influence.
• Efficient Mapping: Users can efficiently map customer responses.
• Centralized View: Qualtrics provides a centralized view of all channels, facilitating seamless data gathering and conversation with customers.

Our Take

Qualtrics is an excellent tool for businesses that need to collect thorough customer feedback and turn it into actionable insights. Its customizable dashboards and efficient mapping of customer responses make it a valuable asset for any business looking to improve their CX.

2. Medallia

Medallia is a customer feedback key barometer that helps businesses transform customer feedback into real-time actionable data. These insights are used across the organization to engage more customers and identify innovations that customers value most.

Key Features

• Transparent CX: Medallia works towards making the customer experience more transparent and defeating data silos.
• Engagement Tools: Medallia provides tools to engage everyone in a relentless effort to improve the system.

Our Take

Medallia is a powerful tool for businesses that want to leverage customer feedback to drive innovation. Its focus on transparency and engagement makes it an excellent choice for businesses that want to involve everyone in the process of improving the customer experience.

3. InMoment

InMoment offers a robust cloud platform for teams that also provides a fast, simple customer experience management platform. You can employ it to measure and track customer engagement and turn it effortlessly into actionable data.

Key Features

• Omnichannel Platform: As one of the most robust omnichannel platforms, InMoment can gather data from 17 channels, including social media and email applications.
• Quick Response: With the automatic conversion of customer inquiries into dashboard tickets, you can expect an instant response.

Our Take

InMoment shines with its omnichannel capabilities and quick response time. If your business operates across various channels and you need to gather and analyze data seamlessly, InMoment can be a great asset.

4. Concentrix

Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. They partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations.

Key Features

• Customer Engagement: Concentrix offers tools to enhance customer engagement and overall business performance.
• Future-Proof Strategy: They partner with businesses to future-proof their operations and stay ahead of competition and customer expectations.

Our Take

Concentrix is the go-to tool for businesses looking to enhance their customer engagement while also future-proofing their operations. Its commitment to progressive strategies makes it an excellent choice for ambitious businesses.

5. SMG

SMG (Service Management Group) inspires experiences that improve people's lives. They are a catalyst for change—helping organizations generate new revenue, grow their brands, and optimize their ecosystems through a unique combination of technology and services.

Key Features

• Brand Growth: SMG offers tools to help organizations generate new revenue and grow their brands.
• Ecosystem Optimization: They also provide services to optimize various business ecosystems.

Our Take

If your business is looking to grow its brand and optimize various operations, SMG could be the right tool. Their focus on brand growth and ecosystem optimization can help any business scale effectively.

6. GetFeedback

GetFeedback is a customer experience platform that helps companies monitor customer satisfaction and engagement. It collects customer feedback in real-time across channels like email, website, mobile apps, and SMS.

Key Features

• Real-Time Feedback: GetFeedback collects customer feedback in real-time through various channels.
• Satisfaction Tracking: It offers tools to monitor customer satisfaction and engagement effectively.

Our Take

GetFeedback is an excellent tool for businesses keen on tracking customer satisfaction in real-time. Its ability to collect feedback across various channels makes it a versatile tool for any business.

7. SurveySparrow

SurveySparrow is an omnichannel experience management platform that offers solutions for Employee Experience, Customer Experience, Market Research, and more. It lets you create engaging, conversational surveys across multiple platforms.

Key Features

• Omnichannel Surveys: SurveySparrow provides tools to create engaging surveys across multiple platforms.
• Market Research: It also offers solutions for comprehensive market research.

Our Take

SurveySparrow is an excellent tool for businesses looking to conduct comprehensive market research and collect customer feedback through engaging surveys. Its omnichannel capabilities make it a versatile tool for any business.

Frequently Asked Questions

What is a Customer Experience Management Tool?

A Customer Experience Management (CXM) tool is a software solution that companies use to track, manage, and improve the customer experience. These tools collect customer feedback, analyze it, and provide actionable insights to improve the customer experience.

Why is Customer Experience Management important?

Customer Experience Management is critical because it helps companies understand their customers' needs, preferences, and expectations. By managing and improving the customer experience, companies can enhance customer satisfaction, loyalty, and advocacy, leading to increased customer retention and revenue.

How does a Customer Experience Management Tool work?

A CXM tool works by collecting customer feedback through various channels like websites, mobile apps, email, and social media. It then analyzes this feedback to provide insights into customer satisfaction and behavior. These insights can then be used to improve the customer experience.

Conclusion

In conclusion, investing in a robust CXM tool is essential for any business that wants to improve its customer experience. By choosing the right tool, you can gain valuable insights into your customers' needs and preferences, which can help you make informed decisions about product development, marketing strategies, and customer service.

All Customer Experience Management Tools