6 Ratings
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Score 8.1 out of 100
392 Ratings
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Score 7.7 out of 100

Likelihood to Recommend

Cisco Webex Experience Management

[Cisco] Webex Experience Management is suited ideally in these places 1. Greenfield Opportunities 2. Measuring Customer journey's throughout the customer lifecycle and seeing where the optimal service fails or needs improvement[Cisco] Webex Experience is NOT suited in scenarios where 1. Customer has invested in Medallia or Qualtrics and is happy using them. The incentive to make the change is not tangible and having to retrain and relaunch using a new tool seems to be not sellable.
Badri Sampath | TrustRadius Reviewer

Gainsight Customer Cloud

If your business has a large customer base and you are struggling to understand the specific needs of each customer, you could greatly benefit from using Gainsight. It gives the business leader the leverage to understand the how and why, and provides the data to ensure customers are better off
Kyle Moninger | TrustRadius Reviewer

Feature Rating Comparison

Security

Cisco Webex Experience Management
Gainsight Customer Cloud
8.1
Role-based user permissions
Cisco Webex Experience Management
Gainsight Customer Cloud
8.1

Platform & Infrastructure

Cisco Webex Experience Management
Gainsight Customer Cloud
8.3
API
Cisco Webex Experience Management
Gainsight Customer Cloud
8.6
Integration with Salesforce.com
Cisco Webex Experience Management
Gainsight Customer Cloud
8.4
Integration with Marketo
Cisco Webex Experience Management
Gainsight Customer Cloud
8.2
Integration with Eloqua
Cisco Webex Experience Management
Gainsight Customer Cloud
8.2

Customer Data Extraction / Integration

Cisco Webex Experience Management
Gainsight Customer Cloud
8.6
Product usage
Cisco Webex Experience Management
Gainsight Customer Cloud
8.6
Help desk / support tickets
Cisco Webex Experience Management
Gainsight Customer Cloud
8.5

Customer Success Management

Cisco Webex Experience Management
Gainsight Customer Cloud
8.5
NPS surveys
Cisco Webex Experience Management
Gainsight Customer Cloud
8.1
Sponsor tracking
Cisco Webex Experience Management
Gainsight Customer Cloud
7.7
Customer profiles
Cisco Webex Experience Management
Gainsight Customer Cloud
8.7
Automated workflow
Cisco Webex Experience Management
Gainsight Customer Cloud
8.6
Internal collaboration
Cisco Webex Experience Management
Gainsight Customer Cloud
8.2
Customer health scoring
Cisco Webex Experience Management
Gainsight Customer Cloud
9.1
Customer segmentation
Cisco Webex Experience Management
Gainsight Customer Cloud
9.0

CSM Reporting & Analytics

Cisco Webex Experience Management
Gainsight Customer Cloud
9.0
Customer health trends
Cisco Webex Experience Management
Gainsight Customer Cloud
8.9
Engagement analytics
Cisco Webex Experience Management
Gainsight Customer Cloud
8.8
Revenue forecasting
Cisco Webex Experience Management
Gainsight Customer Cloud
9.1
Dashboards
Cisco Webex Experience Management
Gainsight Customer Cloud
9.1

Pros

Cisco Webex Experience Management

  • They allow us to create surveys based on our current need or projects.
  • Their dashboards are customizable from user to user.
Anonymous | TrustRadius Reviewer

Gainsight Customer Cloud

  • Charting/graphing/reporting - lots of options to create visualizations.
  • Report Builder function - again, many options to choose from, relatively easy to use and quick to see output.
  • Logical and pleasing UI - easy to follow and find what you're looking for.
Anonymous | TrustRadius Reviewer

Cons

Cisco Webex Experience Management

  • Integrated Reporting including Contact Center
  • Ability to see real time monitoring of a Survey Campaign
  • Campaign Orchestration Engine for Outbound
Badri Sampath | TrustRadius Reviewer

Gainsight Customer Cloud

  • Reporting is good, but remains confusing and requires an admin to really navigate instead of end users being able to use
  • Sharing: getting other teams access to the C360 page has been difficult without a full license.
  • Journey Orchestrator can handle most emails, but the HTML functionality could be easier to navigate.
Anonymous | TrustRadius Reviewer

Likelihood to Renew

Cisco Webex Experience Management

No score
No answers yet
No answers on this topic

Gainsight Customer Cloud

Gainsight Customer Cloud 6.9
Based on 14 answers
Gainsight offers a level of support that I've not experience before. They will work with you to come up with a solution to a problem - or help match you with another client that has a similar setup as you to get their feedback. Also the functionality that we have built within the software works for us. It's 'easy' to use (once you get the hang of it) and our users rather enjoy working in the software.
Anonymous | TrustRadius Reviewer

Usability

Cisco Webex Experience Management

Cisco Webex Experience Management 8.2
Based on 1 answer
No code / Low Code Easily pluggable to any digital solution Comprehensive dashboard builder Predict Revenue based on CSAT and NPS scores Monitor Customer Journey end to end Visual Journey Maps
Badri Sampath | TrustRadius Reviewer

Gainsight Customer Cloud

Gainsight Customer Cloud 8.5
Based on 13 answers
Gainsight is extremely powerful. That power creates complexity. At the point we are at now, we are comfortable with the tool and we get it. However, it is not easy to grasp at the get go. Even some new features take us time to understand. But as I said, the function and power of the tool are immense and that good outweighs anything that is too complex.
Ben Michael | TrustRadius Reviewer

Performance

Cisco Webex Experience Management

No score
No answers yet
No answers on this topic

Gainsight Customer Cloud

Gainsight Customer Cloud 6.4
Based on 2 answers
There are some times when it can take almost a minute to load some of our reports or the rules engine. Within a rule it can also take time to load the actions as they each load one at a time when scrolling. The ability to scroll without waiting would be ideal
Greg Haugen | TrustRadius Reviewer

Support Rating

Cisco Webex Experience Management

Cisco Webex Experience Management 8.2
Based on 1 answer
Cisco Webex Experience Management team are very supportive from training to implementation to support and is a definite plus whenever you take a new product that challenges existing paradigm.
Badri Sampath | TrustRadius Reviewer

Gainsight Customer Cloud

Gainsight Customer Cloud 7.8
Based on 254 answers
Most of the time the team are very good at being responsive, with the odd occasion I've had to send follow up emails for an update. The team are very good at explaining solutions to an issue and make great use of gifs and images to assist.
Anonymous | TrustRadius Reviewer

Online Training

Cisco Webex Experience Management

No score
No answers yet
No answers on this topic

Gainsight Customer Cloud

Gainsight Customer Cloud 5.5
Based on 2 answers
The online videos are very good for basic tasks in the platform, but it isn't very descriptive or helpful trying to make your own specific variables fit the simple example that is typically used. Typically, I'll watch a video, try on my own and still have to get help from support or Customer Success team
Greg Haugen | TrustRadius Reviewer

Implementation Rating

Cisco Webex Experience Management

No score
No answers yet
No answers on this topic

Gainsight Customer Cloud

Gainsight Customer Cloud 6.3
Based on 12 answers
Do your homework before starting - the vast majority of success related to implementation depends on your knowledge of your business, your customers, and your data. The platform can do whatever you want it to do...so be thoughtful about what you are building.Start simple. Validate and adjust for continuous improvement.Think about your data needs early on. Define and document your processes for easy onboarding of new team members.
Beth Power, MBA, CSM, SA | TrustRadius Reviewer

Alternatives Considered

Cisco Webex Experience Management

[Cisco] Webex Experience Management integrated with Contact Center is a key differentiator rather than having standalone evaluation tools like Qualtrics which are managed by the Marketing team. Contact Center feedback should be managed by a solution that integrates tightly and not by marketing teams as the feedback from the marketing campaigns don't effectively close the feedback loop for actionable intelligence within the contact center and is lost.
Badri Sampath | TrustRadius Reviewer

Gainsight Customer Cloud

Our Salesforce admin is constantly pushing us to adopt more of the features of Salesforce. However, we find that Gainsight is a stronger tool for customization and enhanced interdepartmental communications. Timeline makes it easy to understand where we stand in a customer lifecycle, which is far superior to reviewing an activity history related list in Salesforce.
Anonymous | TrustRadius Reviewer

Return on Investment

Cisco Webex Experience Management

  • We have been able to show that an improved Member Satisfaction score often leads to cost savings and deeper share of wallet.
  • We have been able to survey our members throughout the lifetime of their relationship with us and gage their overall satisfaction.
Anonymous | TrustRadius Reviewer

Gainsight Customer Cloud

  • We have increased our NPS overall score thanks to the visibility we have been able to capture by sending the NPS Survey.
  • By using the Customer 360 we have increased the relationship between our Customer Success Executives and our customers.
  • Our employees with visibility of Gainsight have improved their performance thanks to Gainsight's automation in reports and dashboards.
Anonymous | TrustRadius Reviewer

Screenshots

Pricing Details

Cisco Webex Experience Management

General

Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Entry-level set up fee?
No

Cisco Webex Experience Management Editions & Modules

Edition
FREE$01
BASIC$252
STANDARD$503
PREMIUM$1004
EASY12 ¢5
ENTERPRISE$5006
  1. Per Month / 50 Responses / 1 user
  2. Per Month / 200 Responses / 2 users
  3. Per Month / 500 Responses / 2 users
  4. Per Month / 1000 Responses / 4 users
  5. Per Response / Unlimited users
  6. Customized Usage Packages
Additional Pricing Details

Gainsight Customer Cloud

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Required

Gainsight Customer Cloud Editions & Modules

Edition
Subscription$200.001
  1. Per Month
Additional Pricing Details

Rating Summary

Likelihood to Recommend

Cisco Webex Experience Management
8.7
Gainsight Customer Cloud
8.4

Likelihood to Renew

Cisco Webex Experience Management
Gainsight Customer Cloud
6.9

Usability

Cisco Webex Experience Management
8.2
Gainsight Customer Cloud
8.5

Reliability and Availability

Cisco Webex Experience Management
Gainsight Customer Cloud
8.2

Performance

Cisco Webex Experience Management
Gainsight Customer Cloud
6.4

Support Rating

Cisco Webex Experience Management
8.2
Gainsight Customer Cloud
7.8

Online Training

Cisco Webex Experience Management
Gainsight Customer Cloud
5.5

Implementation Rating

Cisco Webex Experience Management
Gainsight Customer Cloud
6.3

Scalability

Cisco Webex Experience Management
Gainsight Customer Cloud
7.3

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