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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

Small Businesses

Midsize Businesses

Enterprises

Top industries

Telecommunications

Insurance

Real Estate

Research

Others

Use cases

Customer Experience

Survey

Customer Satisfaction

NPS

Customer Engagement

XM for Customer Experience's key features

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

Customizable fields

5.0

(2)

Dashboard

5.0

(3)

Survey/Poll management

4.6

(9)

Reporting/Analytics

4.7

(22)

Customizable templates

3.4

(5)

Negative feedback management

4.9

(10)

Real-Time notifications

3.7

(3)

Engagement tracking

5.0

(1)

All XM for Customer Experience features

Features rating:

4.6

(255)

360 degree feedback

(0)

Access controls/permissions

4.6

(5)

Activity dashboard

5.0

(1)

Activity tracking

4.5

(2)

Agent interface

(0)

AI/Machine learning

(0)

Alerts/Escalation

3.0

(1)

Alerts/Notifications

(0)

Analytics

(0)

Anonymous feedback

(0)

API

4.0

(1)

Assignment management

(0)

Automated routing

(0)

Automatic transcription

(0)

Behavioral analytics

5.0

(1)

Behavior tracking

(0)

Call center management

(0)

Call recording

(0)

Campaign management

(0)

Case management

(0)

Categorization/Grouping

(0)

CES survey structure

(0)

Chatbot

(0)

Chat/Messaging

(0)

Churn management

(0)

Collaboration tools

5.0

(1)

Communication management

5.0

(2)

Complaint monitoring

4.7

(3)

Compliance management

(0)

Computer telephony integration

(0)

Conditional logic

(0)

Configurable workflow

(0)

Contact database

(0)

Contact management

3.5

(2)

CRM

4.3

(4)

CSAT survey structure

(0)

Customer activity tracking

(0)

Customer complaint tracking

(0)

Customer database

(0)

Customer data management

(0)

Customer engagement

(0)

Customer experience management

4.8

(4)

Customer history

(0)

Customer journey mapping

(0)

Customer profiles

(0)

Customer segmentation

(0)

Customer Service Analytics

(0)

Customer surveys

(0)

Customer touchpoints

(0)

Customizable branding

3.0

(2)

Customizable fields

5.0

(2)

Customizable forms

3.5

(2)

Customizable questions

5.0

(4)

Customizable reports

(0)

Customizable templates

3.4

(5)

Dashboard

5.0

(3)

Data import/export

4.5

(2)

Data visualization

(0)

Drag & drop

(0)

Email alerts

(0)

Email management

4.7

(3)

Email marketing

(0)

Employee coaching tools

(0)

Employee reward programs

(0)

Engagement tracking

5.0

(1)

Event triggered actions

(0)

Feedback management

4.7

(13)

Interaction tracking

4.8

(4)

Issue management

(0)

Issue tracking

5.0

(1)

Keyword tracking

(0)

Knowledge management

4.0

(1)

KPI monitoring

(0)

Live chat

(0)

Loyalty program

(0)

Map creation

(0)

Membership management

(0)

Mobile survey

(0)

Monitoring

(0)

Multi-Campaign

(0)

Multi-Channel communication

4.6

(8)

Multi-Channel data collection

5.0

(1)

Multi-Channel distribution

(0)

Multi-Channel management

(0)

Multi-Language

4.0

(3)

Multi-Location

(0)

Natural language processing

(0)

Negative feedback management

4.9

(10)

NPS of customers

(0)

NPS of employees

(0)

NPS survey structure

4.3

(6)

Performance management

(0)

Performance metrics

5.0

(2)

Personalization

(0)

Predictive analytics

(0)

Process/Workflow automation

(0)

Pulse surveys

(0)

Quality assurance

(0)

Quality management

(0)

Question branching

(0)

Question library

(0)

Real-Time analytics

(0)

Real-Time data

(0)

Real-Time monitoring

(0)

Real-Time notifications

3.7

(3)

Real-Time reporting

4.5

(2)

Real-Time updates

(0)

Referral tracking

(0)

Reminders

(0)

Reporting/Analytics

4.7

(22)

Reporting & statistics

4.0

(1)

Response management

(0)

Retention tracking

(0)

Review monitoring

(0)

Review notification

(0)

Review request

(0)

Rewards management

(0)

Routing

(0)

Scoring

(0)

Search/Filter

(0)

Segmentation

2.0

(1)

Self service portal

(0)

Self-Service search

(0)

Sentiment analysis

4.3

(4)

Service level agreement (sla) management

(0)

SMS messaging

(0)

Social media integration

3.0

(1)

Social media monitoring

(0)

Speech-to-Text analysis

(0)

Support ticket management

(0)

Support ticket tracking

5.0

(1)

Survey builder

4.3

(4)

Survey/Poll management

4.6

(9)

Surveys & feedback

4.7

(14)

Tagging

(0)

Text analysis

(0)

Text fields

(0)

Third-Party integration

(0)

Third-Party integrations

4.4

(5)

Trend analysis

(0)

Visual analytics

(0)

Website analytics

(0)

Website integration

(0)

Widgets

4.0

(1)

Workflow management

4.0

(2)

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

/user

Per month

Free trial

Free version

Ease of Use

4.6

Features

4.5

Value for Money

4.4

Customer Support

4.3

Jotform

4.7

(2.8K)

learn more

Starting from

Per month

Free trial

Free version

Ease of Use

4.7

Features

4.6

Value for Money

4.5

Customer Support

4.5

Connecteam

4.6

(5.1K)

visit website

Starting from

Per month

Free trial

Free version

Ease of Use

4.7

Features

4.5

Value for Money

4.5

Customer Support

4.6

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.

“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.”

Brett G.

Mgr., Market Insights

“For start, it is easy to use, second, helps to understand customer experience with our staff and we know where to improve on and what to offer to our customers, and lastly, the performance metrics helps our firm understand how our clients rate us according to the service that received from us.”

Roberto M.

Marketing Director