# XM for Customer Experience Software Pricing, Alternatives & More 2026 | Capterra > With the help of Capterra, learn about XM for Customer Experience Software - reviews, pricing plans, popular comparisons to other Customer Experience products and more. Source: https://www.capterra.com/p/152924/Customer-Frontlines --- # XM for Customer Experience Software Review 2026: Features, Integrations, Pros & Cons Last updated on March 15, 2026 Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Description](#description)[Use cases](#use-cases)[Alternatives](#alternatives)[Features](#features)[Pricing](#pricing)[Integrations](#integrations)[Support](#support)[Reviews](#reviews) XM for Customer Experience ## What is XM for Customer Experience? Stop customer issues from becoming lost revenue with the world's most advanced, AI-driven customer experience platform. Qualtrics XM for Customer Experience gives every employee the tools they need to improve every key moment along the customer journey. Empower your organisation with real-time feedback, role-based dashboards, predictive insights, automated workflows, and more. ## What is XM for Customer Experience used for? [Customer Experience](https://www.capterra.com/customer-experience-software/)[Customer Satisfaction](https://www.capterra.com/customer-satisfaction-software/)[Customer Engagement](https://www.capterra.com/customer-engagement-software/) Top alternative Featured Overall rating Based on 255 user reviews Reviews sentiment Positive 95% Neutral 4% Negative 1% Starting price $1500 Per Year Free trial available Capterra Shortlist charts the highest-rated and most popular products... Our "Best of" badge program showcases products with the highest ratings... Our "Best of" badge program showcases products with the highest ratings... Do you work for XM for Customer Experience?[Manage this product listing](https://digitalmarkets.gartner.com/get-listed/claim-bx?url=https://www.qualtrics.com/&name=XM for Customer Experience) ## Compare with a popular alternative Capterra selects software alternatives based on relevant features, verified user reviews and user interactions. Placement may be influenced by client status. ### XM for Customer Experience 4.6 (255) VS. [4.7 (2,782)](https://www.capterra.com/p/158456/JotForm-4-0/reviews/) Starting Price $1500 Per Year Starting Price $39 Flat Rate, Per Month Free Trial Free Version Pricing Options Free Trial Free Version Ease Of Use 4.4 (255) Ease Of Use 4.7 (10,408) Value For Money 4.5 (179) Value For Money 4.5 (6,450) Customer Service 4.6 (201) Customer Service 4.5 (5,757) ## XM for Customer Experience alternatives [4.6 (5,044)](https://www.capterra.com/p/153140/Connecteam/reviews/) Starting price $29.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 96% of reviewers rated it above 4 stars [4.7 (944)](https://www.capterra.com/p/137289/Typeform/reviews/) Starting price $39.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 96% of reviewers rated it above 4 stars [4.4 (121)](https://www.capterra.com/p/168823/SurveySparrow/reviews/) Starting price Contact vendor for pricing Pricing Options Free Trial Free Version User Rating 90% of reviewers rated it above 4 stars [4.6 (99)](https://www.capterra.com/p/132914/Survicate/reviews/) Starting price Contact vendor for pricing Pricing Options Free Trial Free Version User Rating 95% of reviewers rated it above 4 stars [View all alternatives](https://www.capterra.com/p/152924/Customer-Frontlines/alternatives/) ## Features Features with the highest number of reviews are displayed first. Those that have no reviews appear next, sorted alphabetically. Reporting/Analytics 4.7 (22) 68.18% of 22 reviewers that rated this feature as important or highly important View and track pertinent metrics to find patterns and gain insights from data Surveys & Feedback 4.7 (14) 78.57% of 14 reviewers that rated this feature as important or highly important Gauge satisfaction and receive information for improvement and success Feedback Management 4.7 (13) 69.23% of 13 reviewers that rated this feature as important or highly important Collecting, analyzing, and utilizing feedback from users or customers to improve a product or service Negative Feedback Management 4.9 (10) 80.00% of 10 reviewers that rated this feature as important or highly important Identify, track, and respond to negative feedback Survey/Poll Management 4.6 (9) 77.78% of 9 reviewers that rated this feature as important or highly important Create and administer polls and surveys Multi-Channel Communication 4.6 (8) 50.00% of 8 reviewers that rated this feature as important or highly important Allows communication with customers or users via multiple channels such as phone, email, live chat, etc. XM for Customer Experience 144 features Tools for collecting comprehensive feedback on an employee from peers, subordinates, and manager Define levels of authorization for access to specific files or systems Dashboard to view the status of ongoing processes, identify current incidents and track past activities Track and document all activities across devices, networks, and other systems Agents can view and manage all customer requests and interactions. Software program that continuously adjusts its behavior based on observed data System alerts about the need to escalate an issue or request Alerts or notifications of various types such as pop-up messages, sounds, banners, or badges Tools for the systematic analysis of various types of data or statistics Allow reviewers to provide anonymous feedback to encourage honest conversations Application programming interface that allows for integration with other systems/databases Assign issues and tasks based on availability or required skills Tickets are automatically assigned to specific agents based on predefined rules Use AI to convert voice into text automatically Track visitors'/audience's responses across web pages and other optimized content Track and analyse user behavior within a system or network Manage all call center activities including call monitoring, call recording, call answering, call transfer, etc. Record the audio of phone conversations for quality assurance purposes Create a collection of marketing actions to complete specific goals and plan and analyze campaign results Work on a set of tasks related to a particular charge, patient, legal issue or any other complex entity or process Organize and group data or items based on various criteria Survey designed to measure the Customer Effort Score & evaluate their satisfaction of using product or service Communicate using direct chat or messages within the system AI-based platform which conducts a conversation via auditory or textual methods Identify customers at risk of migration and activate strategies to retain them Provides a channel for team members to share media files, communicate, and work together Manage and track all internal and external communication conducted via calls, email, text, or chat Obtain, monitor, and review customer feedback/complaints relating to products and services to improve customer satisfaction Track and manage adherence to policies for any service, product, process, or supplier Computer-telephony integration is the use of computers to manage telephone calls Capability of a software or system to make decisions and perform actions based on specified conditions Configure existing workflows to meet your organization's needs Centralized database of stakeholders and their contact information such as names, address, phone number etc. Manage, organize, and store contact information Built-in customer relationship management (CRM) capabilities or integration with a third-party CRM system Survey designed the measure customer satisfaction with a product, service, and more A report showing what actions customers perform Track customer complaints from initiation through resolution Searchable repository of information about clients A collection of customer information such as contact details, demographics, previous interactions, etc. Initiate interactions with customers by proactively starting conversations or providing informational content Track and understand a customer's overall satisfaction with a product or service to identify areas of improvement. Access previous interactions or concerns to maintain customer relationships Visualize and analyze customer experience across all touchpoints and channels Record customer information, purchase history, and other notes Process of dividing customers into groups based on common characteristics Tool to send questionnaires to customers to gauge feedback Identify specific interactions between customers and brands Add customized logos and colors to align with company branding Customize data fields to support various needs and use cases Customize contracts and forms to collect specific information Tailored or customizable questions for more targeted and relevant data collection Alter the layout and content of reports Pre-designed layouts that can be customized to match preferences and requirements Assembly of graphs and charts for visualizing and tracking statistics/metrics Import and export data to and from software applications Graphical representation of data Assemble applications and processes by dragging over and arranging pre-built components Receive and/or send email notifications for urgent updates, requests, or other information Manage, store and organize emails within the system or via third-party apps Create and send email blasts/campaigns Conduct & deliver coaching sessions to improve employee performance or facilitate development Builds a system of recognition and rewards to encourage employee performance and link outcomes to business needs Tracks metrics that provide insight into how a user interacts with any interface or product Predefined actions automatically performed on the occurance of specific events Collecting, analyzing, and utilizing feedback from users or customers to improve a product or service Track interaction history by documenting conversations for contacts Identify and respond to unexpected problems or failures (ie. "negative events") Record and follow the progress of every issue Track and monitor a specific set of keywords Gather, organize, share, and analyze knowledge in terms of resources, documents, and people skills Tracking the status of previously identified performance measurements Ability to chat online in real time Offer prizes, discounts, and other incentives for customers to earn reward points on purchases and redeem them for future purchases Create custom maps Database of members to track personal information of individuals and families Distribute a survey via mobile devices Observe and track the demand, usage, progress or quality of a system, product, or user Manage multiple campaigns in one system Allows communication with customers or users via multiple channels such as phone, email, live chat, etc. Collect information from multiple sources Multiple channels (email, web link, or social media) to distribute products, services, or surveys to customers Manage inventory, communication, marketing, orders & more across warehouses, stores and online channels Manage and support multiple languages Manage and support multiple locations Process and analyze human language in text or audio form Identify, track, and respond to negative feedback Calculate NPS of customers Measure employee engagement and loyalty towards a business using the Net Promoter Score Measuring and analyzing Net Promoter Scores to evaluate customer loyalty and satisfaction levels Organize and manage the accomplishments and development of employees or performance of applications or systems A set of indicators that tracks the performance of networks, applications, systems, teams, etc. Adjust communications based on previous interactions or personal preferences Predict future data based on historical data sets Streamlining repetitive tasks and activities through automated and predefined workflows Short, frequent surveys designed to quickly gauge the ongoing attitudes or feelings of a specific group Systematic evaluation of various aspects of a project or service to prevent defects or issues Focuses on improving processes by collecting data and spotting bottlenecks or other challenges. Survey design technique that directs respondents to different questions based on their previous answers Pre-written repository of questions that can be reused within a course or for assessment or interviews Analyze and gain insights into data in real-time Receive data and information in real time Active monitoring of systems, applications, or networks Notifications that are delivered to users as soon as an event occurs Active reporting of data and metrics Receive system updates as soon as any changes are made Log and store the source of contacts/leads Timed notification for any upcoming task, deadline, appointment, or activity Collection, analysis, and representation of numerical data and generation of reports to understand various patterns View and track pertinent metrics to find patterns and gain insights from data Planning and managing of resources and procedures to mitigate the impact of events and incidents Measures the retention rate and satisfaction of customers. Automatically monitor and receive alerts for any new online reviews Notifies a business when a review is left Allows businesses to request reviews from their customers Strategize and implement rewards for returning customers, employees and other members Plan daily routes to optimize employee scheduling and provide directions Automatically calculate score after the assessment Search and filter data across systems to locate required information by entering keywords or certain criteria Group leads or contacts based on their specific characteristics Online portal through which end users can access the system, manage tasks, or obtain information Enables users to search, access, and retrieve information from the system's database without needing technical assistance or support Categorize emotions expressed in written text or images and identify if they are positive, negative or neutral Set and monitor service level agreements to ensure timely response and resolution Send messages via SMS Integrate with social media platforms such as Facebook, Twitter, LinkedIn, etc. Track activity on sites such as Facebook, Twitter, Instagram, etc. Analyze, correct, and monitor speech for transcriptions or recordings Allow customers/users to submit support queries and service requests Track the status of support tickets/escalations as they move through the service queue Create and manage surveys Create and administer polls and surveys Gauge satisfaction and receive information for improvement and success Attach digital tags to documents and assets for identification, search, or monitoring purposes Process of extracting and classifying information from text, such as tweets, emails, product reviews, etc Open text box field Addition of necessary external data, applications, tools, or features Set up connections to third-party platforms to improve business processes Review data from past periods to reveal recurring tendencies and predict future performance Interact with data visualization elements, such as charts and graphs, to drill down into data Track and analyze information regarding website visitors Seamlessly integrates with 3rd party websites An extended application or connector that enables users to perform additional services with their current set of tools Create, design and manage workflows for repetitive tasks Get Advice We can help you find the software with the features you need. Features 4.6 (255) 4.6 Based on 255 reviews ## Pricing Value for money 4.5 (179) Free Trial Free Version Basic $1,500 Per Year Value for money 4.5 (179) 4.5 Based on 179 reviews ## Integrations [ Slack](https://www.capterra.com/p/135003/Slack/)[ Salesforce Sales Cloud](https://www.capterra.com/p/61368/Salesforce/)[ Jira](https://www.capterra.com/p/19319/JIRA/)[ Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/)[ Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[ Zapier](https://www.capterra.com/p/130182/Zapier/)[ Tableau](https://www.capterra.com/p/208764/Tableau/)[ Marketo Engage](https://www.capterra.com/p/75130/Marketo-Lead-Management/) Connect with a Capterra advisor for a free 15-minute consultation Get a personalized software list aligned to your business needs with guidance from our expert advisors. Our team has helped 1 million+ businesses like yours find options that fit their needs. ## Support, customer service and training options Customer Service 4.6 (201) Support - Email/Help Desk - FAQs/Forum - Knowledge Base - Phone Support - 24/7 (Live rep) - Chat Training - In Person - Live Online - Webinars - Documentation - Videos Deployment - Web - Android - iPhone/iPad Typical users - Freelancers - Small businesses - Mid size businesses - Enterprises Customer Service 4.6 (201) 4.6 Based on 201 reviews ## User reviews Overall rating 4.6 Based on 255 reviews Filter by rating 5(180) 4(62) 3(11) 2(1) 1(1) Mentioned topic Sorted by most recent AU Anonymous User Mgr., Market Insights Insurance ### "Qualtrics XM Survey Platform" 4.0 Overall Rating 4.0 4.0 Ease of Use 4.0 4.0 Features 5.0 5.0 Customer Service 3.0 3.0 Likelihood to Recommend 7/10 February 5, 2026 Pros 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. Cons Their customer service is not as good as it used to be, and both their programming interface and reporting tools could be easier to use. Switched from [Verint Voice of the Customer](https://www.capterra.com/p/210302/Foresee/) Verint felt somewhat limited and antiquated, and Qualtrics was more up to date with better capabilities. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. RC Ryan C. Analytics Manager Real Estate ### "It's ok, could be improved" 4.0 Overall Rating 4.0 4.0 Ease of Use 3.0 3.0 Features 5.0 5.0 Customer Service 2.0 2.0 Likelihood to Recommend 6/10 October 29, 2025 Pros More stable and better ability to glean insights from data collected compared to some of the other VoC tools out there Cons Could be costly and set up is tedious with a lot of customizations required, but i guess with more power comes more responsibility Switched from [Verint Voice of the Customer](https://www.capterra.com/p/210302/Foresee/) Technical issues, cost, support, features and functionality Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. MA Mike A. Sales Telecommunications ### "Qualtrics Review " 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 8/10 October 1, 2025 Pros Its a great platform. Easy to use. Very helpful for gathering opinions and reviews of internal processes and company updates. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. AU Anonymous User Researcher Research ### "Great For Surveys " 4.0 Overall Rating 4.0 4.0 Ease of Use 4.0 4.0 Features 5.0 5.0 Customer Service 0.0 0.0 Likelihood to Recommend 7/10 June 30, 2025 It is a great software to use for creating and sending out surveys. It is overall easy to use and setup and can do complex work if you need it to. Pros The interface is great and there are a lot of features that you would expect related to creating surveys Cons There are some features that can seem to be technical that could have been handled differently such as reverse scoring. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. NK Nadia K. Researcher Hospital & Health Care ### "Good Product " 5.0 Overall Rating 5.0 5.0 Ease of Use 4.0 4.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 9/10 March 17, 2025 I have created a lot of surveys and I love the ease with which you could create and disperse the surveys. I also love that you can see progress and even download the data from surveys in ways that make it easier for you to analyze them with other applications Pros The easy with which you can create surveys and dispatch them Cons I wish there was a tutorial to walk you through the product when you first sign in. I had to figure out stuff for myself and sometimes through others Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. Humaira J. Analyst - Survey Programmer Market Research ### "Reliable and powerful tool" 4.0 Overall Rating 4.0 4.0 Ease of Use 4.0 4.0 Features 5.0 5.0 Customer Service 4.0 4.0 Likelihood to Recommend 9/10 September 6, 2024 The overall experience is very good. The support section covers every feature so even if we are stuck we can get help from support. Pros It is very user friendly tool. The drag and features saves a lot if time and minimizes the coding effirt Cons The data and analysis section needs to be improved. The costing is little high. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. JS John S. Manager Telecommunications ### "Qualtrics tries for quality" 4.0 Overall Rating 4.0 4.0 Ease of Use 3.0 3.0 Features 4.0 4.0 Customer Service 3.0 3.0 Likelihood to Recommend 6/10 June 20, 2024 It's good, but there are certainly more user friendly tools from the perspective of both your team and your customers. Pros Qualtrics allows your team a secure way to gather NPS data. Cons Qualtrics is a bit over complicated when it comes to managing your surveys. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. SB Sheena B. Manager Automotive ### "Xm customer review " 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 7/10 June 17, 2024 Pros Whag i like most is the selections i have to choose from Cons What i liked least was some buffering but no complaints once that aas fixed Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. RM Roberto M. Marketing Director Food & Beverages ### "Customer Frontlines helps Understand your Customer Better" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 9/10 May 6, 2024 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. Pros The fact that it is customizable makes me like it even more since we tailor it to meet our clients needs Cons Nothing against this tool, it has really helped us improve on how we handle our customers Switched from [SurveyMonkey](https://www.capterra.com/p/253516/SurveyMonkey/) Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. HA Henri A. Analytics Market Manager Information Technology and Services ### "Frontlines a must for effective customer experience tracking" 4.0 Overall Rating 4.0 4.0 Ease of Use 4.0 4.0 Features 4.0 4.0 Customer Service 5.0 5.0 Likelihood to Recommend 9/10 April 2, 2024 Our focus is on tracking the experience of customers with Consultants delegated to take part in their internal IT projects. Every 6 month, the customer is sollicited to evaluate the Consultant on 4 areas : expertise, process, communication and engagement. He provides comments to substantiate their rating and make educated recommendations on improvement actions. A dashboard allows management to review the performance of individual Consultants per mission, account or profile. The NPS score is a key element to assess the image of the Company in the market. Pros Completeness of the plateform and fast learning curve to master essential functionalities. Cons Lack of obvious widgets in the Dashboarding module which forces to resort to third party visual analytics poducts. Reasons for choosing XM for Customer Experience The other option proved to long to implement and difficult to maintain. The Customer Frontlines plateform provided a much quicker time-to-market with and out of the box solution with limited custization. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. [View all Reviews](https://www.capterra.com/p/152924/Customer-Frontlines/reviews/) Popular comparisons [SurveyMonkey vs XM for Customer Experience](https://www.capterra.com/compare/152924-253516/Customer-Frontlines-vs-SurveyMonkey)[Jotform vs XM for Customer Experience](https://www.capterra.com/compare/152924-158456/Customer-Frontlines-vs-JotForm-4-0)[Typeform vs XM for Customer Experience](https://www.capterra.com/compare/137289-152924/Typeform-vs-Customer-Frontlines)[SurveySparrow vs XM for Customer Experience](https://www.capterra.com/compare/152924-168823/Customer-Frontlines-vs-SurveySparrow) [CXone Mpower vs XM for Customer Experience](https://www.capterra.com/compare/134775-152924/inContact-Call-Center-Software-vs-Customer-Frontlines)[LiveAgent vs XM for Customer Experience](https://www.capterra.com/compare/102188-152924/LiveAgent-vs-Customer-Frontlines)[Birdeye vs XM for Customer Experience](https://www.capterra.com/compare/152924-152997/Customer-Frontlines-vs-BirdEye)[Hotjar vs XM for Customer Experience](https://www.capterra.com/compare/152924-163516/Customer-Frontlines-vs-Hotjar)  Independent research methodology Capterra's researchers use a mix of verified reviews, independent research and objective methodologies to bring you selection and ranking information you can trust. 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