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Overview
XM for Customer Experience software provides a unified platform to listen, understand, and act on customer feedback across various channels. While the platform can be complex to implement for beginners, its predictive intelligence and ability to reduce churn makes it a reliable choice for driving long-term loyalty.
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Starting Price
Custom
XM for Customer Experience Specifications
- Omnichannel Support
- CRM Integration
- Analytics And Reporting
- Customer Feedback Surveys
What Is XM for Customer Experience?
XM for Customer Experience is a holistic management platform designed for businesses that need to close the gap between customer expectations and actual delivery. The software captures feedback from every touchpoint, including email, SMS, web, and mobile, and analyzes it using advanced AI to uncover hidden trends.
By automating closed-loop actions and prioritizing key drivers of satisfaction, XM for Customer Experience software enables organizations to proactively reduce churn, improve brand reputation, and increase customer lifetime value.
XM for Customer Experience Pricing
The XM for Customer Experience cost structure includes the following customizable options:
- Frontline Digital
- Frontline Care
- Frontline Locations
- Foundational Voice of Customer
Disclaimer: The pricing is subject to change.
XM for Customer Experience Integrations
The software supports integration with multiple systems and platforms, such as:
- Salesforce
- SAP
- Adobe
- Marketo
- Amplitude analytics
Who Is XM for Customer Experience For?
XM for Customer Experience is ideal for a wide range of industries and sectors, including:
- Education
- Government
- Healthcare
- Hospitality
- Retail
Is XM for Customer Experience Right For You?
XM for Customer Experience is the ideal fit for mature organizations looking to operationalize their feedback programs. The platform brings predictive power to standard metrics with its ability to scale from simple surveys to complex and multi-channel listening posts. The platform maintains compliance with standards including GDPR and HIPAA, while holding certification for ISO 27001.
Still unsure whether XM for Customer Experience is the right fit for you? Connect with our customer support staff at (661) 384-7070 for further guidance.
XM for Customer Experience Features
Predict iQ Churn Prediction
The Predict iQ feature utilizes advanced machine learning and neural networks to analyze historical customer data and identify those at risk of leaving. It assigns a churn probability score to individual customers, which allows teams to prioritize retention efforts. This proactive approach helps businesses intervene at the right moment to save valuable relationships.
Text iQ Sentiment Analysis
Text iQ applies natural language processing to unstructured data found in open-ended survey responses and social media comments. By automatically categorizing feedback into topics and assigning sentiment scores, this feature uncovers the root causes of customer dissatisfaction. It transforms qualitative noise into quantifiable insights to reveal trends that standard metrics might miss.
Closed-Loop Ticketing
This feature automates the follow-up process by triggering alerts and creating support tickets in external systems based on specific feedback criteria. Whether a customer leaves a low NPS score or reports on a specific issue, the software ensures immediate action is taken. This systematic response mechanism helps repair broken experiences and builds trust.
Role-Based Dashboards
The platform provides highly customizable, real-time data visualizations tailored to specific roles within the organization, from frontline staff to executives. These dashboards ensure that every stakeholder sees only the metrics relevant to their performance and goals. By democratizing access to insights, the platform facilitates faster, more informed decision-making across all departments.
Digital Experience Analytics
XM for Customer Experience capabilities capture feedback directly from websites and mobile apps using targeted intercept surveys and feedback buttons. It combines operational data with experience signals to help teams understand the "why" behind digital behaviors like cart abandonment. This supports product teams to optimize user journeys and remove friction points effectively.
Pros And Cons of XM for Customer Experience
Pros
Offers predictive behavioral intelligence to identify churn risks
Enterprise-grade security standards ensure global data compliance
Role-based real-time visualizations for departmental alignment
Cons
Regular platform updates require periodic staff re-familiarization
Occasional performance variations during heavy dashboard widget use
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Frequently Asked Questions
Does XM for Customer Experience offer an API?
Yes, the platform provides an API.
What types of pricing plans does XM for Customer Experience offer?
The vendor offers four customizable plans: Frontline Digital, Frontline Care, Frontline Locations, and Foundational Voice of Customer. Request a personalized XM for Customer Experience price plan for your business today!
What language does XM for Customer Experience support?
The platform supports multiple languages including English, Dutch, Spanish, and Italian.
What level of support does XM for Customer Experience offer?
The platform provides support through phone, contact form, and support portal.
Who are the typical users of XM for Customer Experience?
XM for Customer Experience features are designed for businesses in industries and sectors like hospitality, retail, government, education, and healthcare.
Does XM for Customer Experience have a mobile app?
Yes, the vendor offers a mobile app.
What other apps does XM for Customer Experience integrate with?
The vendor provides integrations with various software and systems including Amplitude, Marketo, Adobe, SAP, and Salesforce.