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XM for Customer Experience

Customer experience management (CXM) platform

Table of Contents

Is this product right for your business?

Find out with a

XM for Customer Experience - 2026 Pricing, Features, Reviews & Alternatives

All user reviews are verified by in-house moderators and provider data by our software research team. Learn more

Last updated: March 2026

XM for Customer Experience overview

What is XM for Customer Experience?

Qualtrics CustomerXM is a customer experience management (CXM) platform designed to help businesses collect feedback from across multiple channels and improve the digital customer journey. Key features include personalized consumer insights, trend analysis, online reputation management, and behavior-based predictions.

With Qualtrics CustomerXM, users can increase customer engagement and capture feedback from multiple channels such as email, SMS, web, mobile apps, and IoT devices. Using Qualtrics’ AI tools, users can also review customer interactions from phone calls, social media, and third-party review sites. Businesses can utilize this data along with Qualtrics’ Net Promoter Scores (NPS) to analyze consumer satisfaction, create customer segments based on loyalty, and benchmark competitor scores.

Qualtrics CustomerXM’s reporting and analytics features enable managers to track all customer interactions and feedback with executive dashboards, pre-configured reports, and predictive analytics. Businesses can manage their online reputation, increase positive reviews, analyze engagement trends, and improve customer retention. Users can also monitor key consumer drivers with Qualtrics’ voice of the customer (VoC) program, which provides actionable insights into customer satisfaction and behavior patterns.

Starting price

1500 /
per year

Alternatives

with better value for money

Pros & Cons

Survey Creation

Customer Support

Logic and Formatting

Pricing

XM for Customer Experience’s user interface

Ease of use rating:

4.6

(255)

XM for Customer Experience pros, cons and reviews insights

To determine these pros and cons insights, we analyzed responses from

Overall rating

Reviews sentiment

1-2(2)

3-4(73)

5(180)

What do users say about XM for Customer Experience?

It's an industry leader, used more often than any other survey platform (I believe this is still true), it has robust capabilities, and it's fairly user friendly.

Select to learn more

Who uses XM for Customer Experience?

Based on 255 verified user reviews.

Company size

Enterprises

Small Businesses

Midsize Businesses

Top industries

Higher Education

Education Management

Research

Computer Software

Others

Use cases

Customer Experience

Customer Satisfaction

Customer Engagement

Employee Feedback

Survey

XM for Customer Experience's key features

Most critical features, based on insights from XM for Customer Experience users:

Reporting/Analytics

4.7

(22)

Surveys & feedback

4.7

(14)

Feedback management

4.7

(13)

Survey/Poll management

4.6

(9)

CRM

4.3

(4)

Multi-Language

4.0

(3)

All XM for Customer Experience features

Features rating:

4.6

(255)

Customizable fields

5.0

(2)

Customizable forms

3.5

(2)

Customizable questions

5.0

(4)

Dashboard

5.0

(3)

Data import/export

4.5

(2)

Customizable branding

3.0

(2)

Interaction tracking

4.8

(4)

Knowledge management

4.0

(1)

Customer experience management

4.8

(4)

Multi-Channel data collection

5.0

(1)

Performance metrics

5.0

(2)

API

4.0

(1)

Real-Time reporting

4.5

(2)

Segmentation

2.0

(1)

Alerts/Escalation

3.0

(1)

Survey builder

4.3

(4)

Contact management

3.5

(2)

Access controls/permissions

4.6

(5)

Activity tracking

4.5

(2)

Activity dashboard

5.0

(1)

NPS survey structure

4.3

(6)

Negative feedback management

4.9

(10)

Complaint monitoring

4.7

(3)

Customizable templates

3.4

(5)

Third-Party integrations

4.4

(5)

Email management

4.7

(3)

Communication management

5.0

(2)

Real-Time notifications

3.7

(3)

Multi-Channel communication

4.6

(8)

Engagement tracking

5.0

(1)

Workflow management

4.0

(2)

Sentiment analysis

4.3

(4)

360 degree feedback

(0)

Review monitoring

(0)

Retention tracking

(0)

Response management

(0)

Reporting & statistics

4.0

(1)

Reminders

(0)

Referral tracking

(0)

Real-Time updates

(0)

Analytics

(0)

Anonymous feedback

(0)

Real-Time monitoring

(0)

Real-Time data

(0)

Real-Time analytics

(0)

Question library

(0)

Question branching

(0)

Quality management

(0)

Quality assurance

(0)

Pulse surveys

(0)

Process/Workflow automation

(0)

Predictive analytics

(0)

Personalization

(0)

Assignment management

(0)

Performance management

(0)

Automated routing

(0)

NPS of employees

(0)

NPS of customers

(0)

Drag & drop

(0)

Widgets

4.0

(1)

Website integration

(0)

Website analytics

(0)

Visual analytics

(0)

Trend analysis

(0)

Agent interface

(0)

Text fields

(0)

Text analysis

(0)

Tagging

(0)

AI/Machine learning

(0)

Support ticket tracking

5.0

(1)

Support ticket management

(0)

Speech-to-Text analysis

(0)

Social media monitoring

(0)

Social media integration

3.0

(1)

SMS messaging

(0)

Service level agreement (sla) management

(0)

Self-Service search

(0)

Self service portal

(0)

Alerts/Notifications

(0)

Search/Filter

(0)

Scoring

(0)

Routing

(0)

Rewards management

(0)

Review request

(0)

Review notification

(0)

Data visualization

(0)

Categorization/Grouping

(0)

CES survey structure

(0)

Chat/Messaging

(0)

Customizable reports

(0)

Chatbot

(0)

Churn management

(0)

Collaboration tools

5.0

(1)

Compliance management

(0)

Customer touchpoints

(0)

Customer surveys

(0)

Customer Service Analytics

(0)

Customer segmentation

(0)

Customer profiles

(0)

Customer journey mapping

(0)

Customer history

(0)

Computer telephony integration

(0)

Customer engagement

(0)

Customer database

(0)

Customer data management

(0)

Customer complaint tracking

(0)

Customer activity tracking

(0)

CSAT survey structure

(0)

Conditional logic

(0)

Contact database

(0)

Configurable workflow

(0)

Automatic transcription

(0)

Natural language processing

(0)

Multi-Location

(0)

Multi-Channel management

(0)

Multi-Channel distribution

(0)

Behavior tracking

(0)

Behavioral analytics

5.0

(1)

Multi-Campaign

(0)

Monitoring

(0)

Mobile survey

(0)

Membership management

(0)

Map creation

(0)

Loyalty program

(0)

Live chat

(0)

KPI monitoring

(0)

Call center management

(0)

Keyword tracking

(0)

Issue tracking

5.0

(1)

Issue management

(0)

Call recording

(0)

Event triggered actions

(0)

Campaign management

(0)

Employee reward programs

(0)

Employee coaching tools

(0)

Email marketing

(0)

Case management

(0)

Email alerts

(0)

XM for Customer Experience awards

NPS

81/100

XM for Customer Experience alternatives

XM for Customer Experience

4.6

(255)

Starting from

1500

Per year

Free trial

Free version

Ease of Use

4.4

Features

4.6

Value for Money

4.5

Customer Support

4.6

SurveyMonkey

4.6

(10.4K)

learn more

Starting from

No pricing info

Free trial

Free version

Ease of Use

Features

Value for Money

Customer Support

Trustpilot

4.5

(1.2K)

learn more

Starting from

No pricing info

Free trial

Free version

Ease of Use

Features

Value for Money

Customer Support

LiveAgent

4.7

(1.7K)

learn more

Starting from

No pricing info

Free trial

Free version

Ease of Use

Features

Value for Money

Customer Support

XM for Customer Experience pricing

Value for money rating:

4.5

(255)

Starting from

1500

Per year

Pricing details

Subscription

Free trial

Free plan

Pricing range

User opinions about XM for Customer Experience price and value

Value for money rating:

4.5

(255)

To see what individual users think of XM for Customer Experience's price and value, check out the review snippets below.

“Our experience has been great. They were great to work with during our implementation and are always willing to work with us on a project or if we have questions.”

Verified reviewer

Anonymity request

“Very positive, and from what I have personally seen, the best in the market (although you must pay for access the best solution!).”

Jef R.

Global Program Manager

XM for Customer Experience integrations (43)

XM for Customer Experience customer support

What do users say about XM for Customer Experience customer support?

Customer support rating:

4.5

We analyzed 74 verified user reviews to identify positive and negative aspects of XM for Customer Experience customer support.

Widespread user sentiment highlights the outstanding quality and responsiveness of XM for Customer Experience customer support.

A number of users praise the support team's patience, professionalism, and ability to clearly resolve complex issues.

Multiple users appreciate the availability of both live support and comprehensive online resources for quick problem-solving.

A fair number of users find it easy to contact support, noting fast response times and friendly, knowledgeable representatives.

Support options

Email/help desk

Phone support

Knowledge base

Chat

Faqs/forum

24/7 (live rep)

Training options

Live online

Webinars

Videos

In person

Documentation

To see what individual users say about XM for Customer Experience's customer support, check out the review snippets below.

“Having both "live" customer support as well as the support website helped me get the reports I needed quickly and efficiently.”

Mike R.

Assistant Professor (Teaching)

“It has done everything I've ever wanted to do. When I wanted to do more complicated processes, I called their customer support and they were so great to work with - always available and solved problems easily.”

Heather F.

Pedagogy Researcher

“I was very impressed with the Qualtrics customer care folks, who were able to find and help me with some quirky problems.”

Karen T.

PhD candidate

XM for Customer Experience FAQs

Q. Who are the typical users of XM for Customer Experience?

XM for Customer Experience has the following typical customers:
Freelancers, Large Enterprises, Mid Size Business, Non Profit, Public Administrations, Small Business

These products have better value for money

Q. What languages does XM for Customer Experience support?

XM for Customer Experience supports the following languages:
Chinese (Simplified), Chinese (Traditional), Dutch, English, Finnish, French, German, Irish, Italian, Japanese, Korean, Spanish

Q. Does XM for Customer Experience support mobile devices?

XM for Customer Experience supports the following devices:
Android, iPad, iPhone

Q. Does XM for Customer Experience offer an API?

Yes, XM for Customer Experience has an API available for use.

Q. What level of support does XM for Customer Experience offer?

XM for Customer Experience offers the following support options:
Email/Help Desk, Phone Support, Knowledge Base, Chat, FAQs/Forum, 24/7 (Live rep)