Customer expectations are at an all-time high. The businesses that are winning are the ones that deliver smooth, personalized experiences over and over again. However, making that happen across every channel (voice, chat, email, social, etc.) requires more than just instinct. You need the right strategy, and the right technology to back it up.

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CallMiner CX Landscape Report 2025

Discover how CX leaders are leveraging generative AI to boost customer experience, cut costs, and advance AI maturity.

In this guide, we’ll cover what customer experience management is, how software can help you deliver an exceptional customer experience, and what features matter most when selecting customer experience management tools. By the end, you’ll have a better idea of what to look for in a CX solution that will meet your needs now and scale with your business as customer demands continue to change.

In this article:

• What is customer experience management?
• What is customer experience management software?
• Key considerations for choosing the best experience management software
• Enhancing the customer experience with CallMiner Eureka
• Frequently asked questions

What is customer experience management?

Customer experience management (CEM or CXM) is the process of understanding, measuring, and improving every interaction a customer has with your business. It encompasses the entire customer journey, from the first time a prospect hears about your brand to onboarding to using your product to support and long-term loyalty.

Customer experience management combines strategy, technology, and data analysis to deliver a consistent, positive experience across channels. This includes real-time customer sentiment monitoring, speech and text analytics for patterns and insights, emotion analysis, and ensuring your internal teams have the information they need to respond in real time.

The goal is to reduce friction, strengthen relationships, and create value for the customer and the business. Done right, customer experience management can turn everyday interactions into long-term loyalty and measurable growth.

What is customer experience management software?

Customer experience management software encompasses the tools and platforms organizations use to monitor, measure, analyze, and improve how customers interact with a brand. CXM tools take a holistic view of interactions across various channels and sources, aggregating data from calls, chats, surveys, social media, customer relationship management (CRM) systems, and more in a single place.

This allows organizations to gain visibility into the entire customer journey and to derive insights that can be applied to improve the end-user experience. Many CXM platforms provide a number of different capabilities, such as sentiment analysis, journey mapping, customer feedback collection and aggregation, and AI-driven analytics with the ability to identify trends and pain points in real time.

By leveraging CXM software, businesses can identify the drivers of satisfaction, where and why breakdowns occur, and the steps that can be taken to deliver more seamless and personalized experiences. The payoff is happier customers, along with benefits like higher retention, stronger brand advocacy and perception, and improved financial results.

Key considerations for choosing the best experience management software

1. Conversation intelligence brings together customer, product, brand, and employee experience. “In today’s business world, technology is more important than ever to lean into, especially when it comes to experience management. Through data collection and analytics, companies of all sizes can learn more about their customers’ and employees’ experiences to create processes that align with both groups’ needs.

“CallMiner drives better experiences using conversation intelligence — encompassing customer experience, product experience, brand experience, employee experience, and more — to capture conversations to offer insights for improvement. With this data at their fingertips, organizations can spring into action to help mold productive, happy workers and keep customers satisfied.”

- What is experience management (XM)? Definition & strategies, CallMiner; X: @CallMiner

2. Assess your business needs. “Before selecting a Customer Experience Management (CEM) technology solution, it's essential to assess your business needs and goals. This step will help you determine the specific requirements and features that are crucial for your organization's success in delivering an exceptional customer experience.

“Consider factors such as the size of your business, the industry you operate in, and the level of customer experience maturity within your organization. Understanding these factors will allow you to tailor your CEM technology selection to meet your unique needs.

“For example, if you are a small business just starting to prioritize customer experience, you may want to focus on solutions that offer user-friendly interfaces and basic features to help you get started. On the other hand, if you are a larger enterprise with an established customer experience strategy, you might require more advanced capabilities, such as predictive analytics or AI-powered chatbots.”

- The Ultimate Guide to Customer Experience Management Technology, LaunchNotes; X: @launchnotes

3. Look for omnichannel customer experience data collection. “Wherever customer experiences are happening, that’s where you need to be listening.

“The right software will provide you with tools to set up listening posts for tapping into conversational sources such as calls and chats, social media, forums and reviews, and digital feedback.

“Ideally, you’ll be able to collect both solicited and unsolicited data, from both structured and unstructured sources of customer feedback. In this way, you’ll be able to analyze both what customers are saying explicitly to you (e.g. in customer feedback surveys) and what they’re saying on platforms you don’t control (such as on social media or on third party review sites).

“When captured on a centralized system, your teams will be able to surface meaningful insights that give you a fuller picture of what customers really think of your customer experiences.”

- Your guide to the best customer experience management software, Qualtrics XM; X: @Qualtrics

4. Choose a solution that integrates with your existing technology stack. “Ensure your chosen software seamlessly integrates with your existing tech stack, including your CRM, marketing automation tools, and other platforms. Smooth integration is crucial for efficient data flow and a unified view of your customers, enabling you to gain deeper insights and make data-driven decisions.”

- Emilia Korczynska, Top 10 Customer Experience Management Software for Driving Business Growth, Userpilot; X: @teamuserpilot

5. Choose a platform that can scale as your company grows. “Businesses are expected to increase revenue and expand operations over time. So it’s essential to have a platform for customer experience management that grows accordingly, whether you’re a mid-market organization or a large enterprise.

“CEM software needs to scale to meet the changing needs of your organization, both in terms of employees using the platform and the volume of customer data to collect and analyze.”

- Justin Herrick, Customer Experience Management (CEM) Software: Top 9 Features to Choose a Platform, Medallia; X: @Medallia

6. Intuitive dashboards can help you measure and improve CX. “CX software provides dashboards that centralize key metrics to measure and improve customer experience. Common metrics include net promoter score (NPS), customer satisfaction (CSAT), and customer effort score (CES). These dashboards offer a visual overview of performance, helping businesses track progress and identify areas for enhancement. For a detailed look at these metrics, refer to: Your guide to customer experience metrics.”

- What is customer experience software? A comprehensive guide, AskNicely; X: @asknicely

7. Consider ease of use. “When it comes to experience management platforms, ease of use is one of the most essential aspects. If you’re using a tool that’s hard to navigate, you probably won’t stick with it for a very long time.

“The best experience comes from that platform that is simple and easy enough for anyone even a non-technical person can easily navigate without asking someone else for help.”

- What to Consider When Choosing An Experience Management Platform?, DropThought; X: @dropthought

8. Choose a CXM solution that offers customer journey mapping tools. “Customer experience journey mapping is an extraordinarily difficult task. When you multiply your customers by the many paths they take as they interact with your brand, you end up with a vast number of customer journeys. To truly understand their experiences, you need massive amounts of data. From analyzing contact center calls and conversations via email, chat, and SMS to comments on social media and reviews on websites, there is a vast amount of data you can mine to determine how customers feel about your brand, your products, and their interactions with you throughout the customer journey.

“The right journey map tool will automate the myriad of tasks involved in gathering data across these channels, aggregating it, analyzing it, and visualizing it. Superior customer journey mapping tools will analyze calls by measuring voice inflection, escalation, acoustics, silence, and emotion to gain a deeper understanding of customer feelings. The right tool will also analyze text for details that reveal customer opinions, wants, and behavior. By scoring these interactions and representing them visually, a journey map tool provides remarkable insight into a customer’s mindset.”

- Gain customer insight with a journey map tool, CallMiner; X: @CallMiner

9. Real-time capabilities are key. “The right CX platform empowers brands to respond to customers’ needs in real time. And the returns on these investments are multilayered, including boosted repeat business, reduced service costs, and higher lifetime value per customer. In essence, CX software allows companies to operate with surgical precision, orchestrating personalized, scalable customer journeys with standout features that foster lasting loyalty. In today’s market, CX represents a vital brand differentiator – with software providing the missing link to truly know each customer and shape every interaction into a great customer experience.”

- How to Improve Customer Experience with Software Solutions, T-ROC; X: @TROCGlobal

10. Look for a solution that offers feedback management. “Most customers believe that for any business, customer service and feedback management capabilities could be improved. Look for platforms that enable you to collect and analyze customer feedback from various channels, such as surveys, social media, and online reviews. This data is invaluable in understanding customer behaviors, preferences, and pain points, allowing you to make data-driven decisions to enhance the overall customer experience.”

- How to Choose a Customer Experience Platform - Top Features to Consider, OpsMatters; X: @opsmatters_uk

11. Survey management tools are just part of the equation. “Combine surveys with conversation intelligence. “Surveys, a core capability of CX programs, have the potential to identify pain points, measure the impact of initiatives, and track trends over time. However, they remain imperfect. While traditional survey capabilities are aimed at soliciting and collecting direct customer feedback – helping support data-driven decisions and personalized interactions – they are often sent to customers without a true understanding of any given interaction, meaning they are general and ask questions that lack important context of the true experience.

“With CallMiner, organizations can gain greater insight into CX by leveraging conversation intelligence data alongside solicited feedback. With this information, CX leaders can improve survey design and create more personalized experiences. For example, with CallMiner, CX leaders can send surveys referencing specific customer challenges, such as an isolated payment issue, instead of a generic survey.”

- Is your CX strategy obsolete? How AI is revolutionizing customer insights, CallMiner; X: @CallMiner

12. Choose a CX management solution that supports personalization. “Ultimately, customer experience management software should empower you to create personalized experiences. By harnessing data and insights, you can tailor interactions to better meet individual customer needs and preferences.”

- Aldona Krysiak-Adamczyk, Best Customer Experience Management Software in 2025, Survicate; X: @Survicate

13. Employee motivation tools can be valuable for some organizations. “Motivation in the workplace is essential for delivering exceptional customer experiences. Some customer experience management platforms also offer employee motivation tools such as gamification features, performance tracking, and employee recognition programs. By empowering your team members and fostering a positive work environment, these tools drive employee engagement, productivity, and, ultimately, customer satisfaction.”

- Karolina Purtzova, Customer Experience Management Platform 101 | Complete Guide, Staffino; X: @staffinoapp

14. Choose a solution that provides unified customer profiles. “In today’s multi-channel world, customers interact with your brand across various platforms. Your CEM solution should seamlessly capture feedback and data from all touchpoints, creating a holistic view of each customer and their journey.”

- Shivani Dubey, Top 22 Customer Experience Management Software Tools in 2025, ProProfs; X: @Qualaroo

15. Automation capabilities can improve your team’s efficiency. “ CXM software automates repetitive tasks, such as ticket assignments and follow-ups, reducing employees’ workload and freeing up time for high-value tasks. This automation contributes to higher job satisfaction and efficiency.”

- Imed Bouchrika, PhD, Best Customer Experience Management Software for 2025, Research.com; X: @guide2research

16. AI capabilities help your team predict customer needs. “Instead of having support teams reactively chasing customer issues, AI helps predict them. Instead of rigid, pre-defined workflows, you get adaptive systems that evolve with every interaction. It’s not just faster support. It’s a smarter, more agile organization.

“The most forward-looking customer experience management software companies have already caught on. They’re no longer just embedding chatbots, they’re using generative AI as an orchestration layer across the entire customer journey. According to Forbes, 64% of business leaders believe AI will improve customer relationships, not just service speed or accuracy, but the quality and depth of connection itself.”

- How to choose the best Customer Experience Management Software, Covisian

17. Knowledge management solutions provide helpful self-service tools. “Knowledge base management offers customers a chance to troubleshoot problems on their own, reducing their frustration and freeing up agent time. Issuetrak’s own launch guide gives a preliminary overview to using our product, so that agents can quickly implement our customer experience management software and start solving customer issues right away.”

- 7 Best Customer Experience Management Software Tools, Issuetrak; X: @Issuetrak

18. Product experience data provides valuable insights. “Product experience (PX) data helps product teams understand how users feel about your product and make informed decisions about how to optimize the user and customer experience.”

- Top 18 CX Platforms to Create a Brilliant Customer Experience Software, Contentsquare; X: @Contentsquare

19. Consider cloud, mobile, and on-premise options. “These tools come in the form of mobile Apps, Web and Desktop Applications. The cloud has dramatically changed the way software is being deployed, with vendors hosting the solution on their servers, making it faster for users to access the solution and cheaper to manage. This also gives the vendors the possibility to solve technical issues faster and collaborate with users more efficiently.”

- Deployment of Customer Experience Tools, Customer Experience Touchpoints Group; X: @CXTouchpoints

20. Consider pricing models (and your budget). “CXM software prices vary. Costs depend on features, user limits, and plans. Many offer free versions with basic tools or free trials. These let businesses test features before buying. Consider all costs, like training or setup, to avoid surprises.”

- 15 Best Customer Experience Management Software for 2025, Solvea; X: @VOC_ai

21. Consider how your team’s size impacts pricing. “Team size goes hand-in-hand with price when choosing a CEM platform. Many services are either priced per seat or offer packages tailored to different teams and business sizes. Consider the number of team members that will need access to the platform as well as your team size in the coming years to determine the right software for your team.”

- Michaela Peyton, 12 Best Customer Experience Management Software for Startups 2025, Startup Savant; X: @StartupSavant

22. Segmentation and analysis provide a deeper understanding of your customers. “It’s important to learn not just what your customers as a whole think, but also what different groups within them feel. Are you finding that customers from a certain location tend to have a better experience? Or that customers using a particular product tend to be more dissatisfied?

“Your CX platform should help you segment and analyze your feedback. Segmentation can help you understand what you are doing right with each group and what actions you need to take to improve experiences.”

- How to choose the best customer experience management software for your business, Delighted by Qualtrics; X: @delighted

23. Larger businesses may have more complex needs than SMBs. “Large businesses require a robust, comprehensive platform with lots of features that will help manage the complexity of various departments and possibly locations. Midsize businesses can opt for less comprehensive CEM software that focuses on customer interactions and quickly highlights internal challenges that negatively impact customer experience. Small businesses can consider software that help with the implementation of basic applications to monitor live chat and email discussions or has built-in surveys to obtain customer feedback.”

- How to Select the Best Customer Experience Management Software for Your Business, PAT Research; X: @PredAnalytics

24. Evaluate the vendor’s data security and privacy measures. “Safeguarding client information and making sure that all applicable laws are followed should be your top priorities. Assess the security protocols and compliance certifications that prospective vendors of CEM software are offering.”

- Ansel Barrett, Top 10 Customer Experience Management Software in 2024, Octoparse; X: @VoCoctoparse

25. Look for reviews and testimonials. “When assessing digital customer experience software vendors, scrutinize their track records for reliability and customer support. Look for customer testimonials and success stories that demonstrate the vendor’s ability to deliver results. Additionally, ensure that the provider offers data security and privacy protection, as these are paramount in today’s digital landscape.”

- Aldona Krysiak-Adamczyk, Best Customer Experience Management Software in 2025, Survicate; X: @Survicate

Enhancing the customer experience with CallMiner Eureka

When a top wireless company struggled with inconsistent #CX, they turned to @OfficialAlorica & @CallMiner.

Alorica shared: "AI has fundamentally changed our approach to coaching. We can...turn insights into immediate action.” Now every call is more genuine and effective.

— CallMiner, Inc. (@CallMiner) August 25, 2025

The best CX platform helps you listen and learn at scale and then act on those insights with laser-focused intent. That means providing unified, multi-channel data and real-time intelligence that empowers teams and enables organizations to design, deliver, and continuously improve customer experiences that drive real business impact and customer loyalty.

CallMiner Eureka delivers on these needs by going deeper than surface-level metrics. With conversation intelligence, CallMiner analyzes every interaction—voice, chat, email, social, and beyond—to uncover patterns in customer sentiment, effort, and intent. It reveals what customers say, as well as why they feel the way they do and how your team can respond effectively.

Schedule a demo to discover how CallMiner can help you turn everyday interactions into long-term business growth.

Frequently asked questions

How does CXM software integrate with my existing tools, like my CRM or help desk?

Integration is a critical feature of modern CXM platforms. They typically use APIs (Application Programming Interfaces) to connect seamlessly with your existing tech stack. This allows for a seamless flow of customer data, ensuring agents have a unified view of the customer and insights are based on a complete picture, not siloed data.

What’s more important: collecting customer feedback or analyzing customer interactions?

Both are crucial, and the best CXM strategies use a combination. Solicited feedback (like surveys) tells you what customers say they think. Unsolicited interaction data (from calls, chats, emails) reveals what they actually feel and do during a real experience. A platform like CallMiner that combines both provides the most accurate and actionable insights.

We already survey our customers. Why do we need a sophisticated CXM platform?

Surveys are valuable but have limitations, like low response rates and potential bias. A CXM platform goes beyond surveys by analyzing 100% of your customer interactions across all channels. It uses AI to detect underlying sentiment, identify emerging issues before they become widespread, and provide context that surveys often miss, leading to more proactive and effective improvements.

What does "omnichannel data collection" mean in practice?

It means the software can capture and analyze customer interactions from every channel they use, including phone calls, live chat, email, SMS, social media, reviews, and more. Instead of having this data locked in separate systems, an omnichannel CXM platform brings it all into a single source of truth, allowing you to map the complete customer journey regardless of how they choose to engage.