Qualtrics CustomerXM review

Qualtrics CustomerXM is the broadest option for enterprise CX teams that need to measure satisfaction at every touchpoint, not only through surveys. Its Voice of Customer layer pulls feedback from surveys, calls, chat, social and digital behavior, and Complete Interaction Intelligence lets teams monitor every contact center call, email and chat rather than relying on post-interaction surveys. Signals are joined into 360-degree customer profiles, and AI suggests and automates follow-up actions; Qualtrics cites ServiceNow running 31 action workflows that produced more than 10,000 automatic follow-ups. The pricing page splits CX into a CX Foundational starter tier and packages for digital owners, contact center leaders and location-based industries such as hospitals, restaurants, hotels and retail, all measured by interactions. None of them shows a price, so budgeting means a sales process. Qualtrics also points to its Leader placement in The Forrester Wave for customer feedback management, Q4 2024.

Who it is for

enterprise CX programs that span digital, contact center and physical locations

Price

See vendor pricing (USD check pending).

US price check pending. See the vendor pricing page.

Key features

• Voice of Customer feedback from surveys, calls, chat, social and digital behavior
• Complete Interaction Intelligence monitors every call, email and chat in the contact center
• 360-degree customer profiles that join survey, chat, email and digital signals
• AI action recommendations and automated follow-up workflows
• Packages for digital owners, contact center leaders and location-based industries such as hospitals, hotels and retail

Strengths and weaknesses

• Strength: Covers surveys, contact center analytics, digital experience analytics and online reputation in one product family
• Strength: Separate CX packages for digital, contact center and location-based teams, plus a CX Foundational starter tier
• Strength: Named a Leader in The Forrester Wave: Customer Feedback Management Solutions, Q4 2024, per its own site
• Weakness: No public prices; every package says Request Pricing
• Weakness: Priced by interactions, so volume growth raises the bill
• Weakness: The breadth of modules takes planning and admin time to set up

Key facts

• Pricing metric: Interactions
• Starter tier: CX Foundational
• Contact center coverage: Complete Interaction Intelligence for calls, email and chat
• Public price: No, quote only

Where it ranks

Qualtrics CustomerXM is No. 1 in our Best Customer Experience Management Software verdict.