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CX Index and Mindful Feedback on Genesys Cloud CX, compared.
Mindful Feedback was called Survey Dynamix until 2022. Mindful bought it, and Mindful is now owned by Medallia. It runs post call surveys across several contact centre platforms, Genesys Cloud among them. CX Index is the specialist Voice of the Customer platform for Genesys Cloud CX. This is how the two compare, from each company's own published material.
A fair comparison, with sources.
Every statement about Mindful Feedback below comes from its own published material, linked at the bottom of this page.
Side by side
How CX Index and Mindful Feedback work with Genesys Cloud CX.
| CX Index | Mindful Feedback | |
|---|---|---|
| Focus | The specialist Voice of the Customer platform for Genesys Cloud CX, with connections to Salesforce, ServiceNow, SAP and other leading technologies. | A post interaction survey product for contact centres. It works with Genesys Cloud, Amazon Connect, Twilio Flex, Five9, Avaya and Talkdesk. [1] |
| Ownership and history | CX Index has run Voice of the Customer programmes since 2012, as an independent company headquartered in Dublin. | Formerly Survey Dynamix. Mindful acquired Survey Dynamix in October 2021 and renamed it Mindful Feedback in March 2022. [2] Mindful is owned by Medallia. [3] |
| Voice surveys | The survey starts automatically when the agent hangs up, with no transfer. Agent transfer, callback, agentless and outbound IVR surveys are available too, along with outbound survey campaigns. | Maps the End Call function to send the customer into a survey after the call, with no agent involvement. [4] |
| Channels | Voice and IVR, outbound IVR, SMS, WhatsApp, Instagram, Facebook, email, chat, website and in app pop up surveys, kiosks, QR codes and surveys on bots and automated journeys. | Voice, SMS, email, chat, outbound IVR and web. [1] [4] |
| Interaction data on each response | Every response carries the agent, queue, wrap up code, IVR path, DNIS and custom attributes of the interaction behind it. Surveys can also be triggered from your CRM or any other system through the API, with frequency caps and suppression so nobody is asked too often. | Personalises surveys with agent, queue, wrap up, sentiment, product and call duration from the interaction. [4] |
| AI analysis | Large language model analysis of every comment for sentiment, intent and topics. Choose your LLM provider or bring your own model. | A keyword library flags terms, and machine learning scores positive or negative sentiment. [4] |
| Early warning | Canary watches feedback and Genesys data around the clock, finds what changed, explains why in plain English and starts the fix inside Genesys. | Not described in the material we reviewed. |
| Bots and AI journeys | The Performance Index scores agents, bots and blended journeys on one scale, so you can see whether your AI is working for customers. | Not described in the material we reviewed. |
| Closing the loop | AI assisted case management, alerts to the right person and callback requests sent straight to an agent in Genesys. | Instant alerts to Slack, Microsoft Teams or email, and integration with Salesforce. [4] |
| Reporting | Gamified agent scorecards, scheduled reports for executives, clients and analysts, and exports to Power BI, Tableau and Snowflake. | Role based dashboards for agents, supervisors and managers, plus scheduled reports. [1] [4] |
| Beyond the contact centre | Used beyond the contact centre by leading retailers around the world. Website and in app pop up surveys, in store kiosks and QR codes, surveys for loyalty card customers and for delivery drivers, survey and appointment scheduling with reminders, social listening in over 100 languages, employee experience surveys and OutLoud review invitations. | Not described in the material we reviewed. |
| Languages | Surveys run in the languages your customers use, and social listening covers over 100 languages. | Support for more than 120 languages, according to its AppFoundry listing. [4] |
| How to buy | Through the Genesys AppFoundry, your Genesys partner or directly from CX Index. | A Premium Client on the Genesys AppFoundry, billed through your Genesys Cloud contract. [4] Also sold through the AWS, Twilio and Five9 marketplaces. [1] |
Numbers in square brackets refer to the sources below. "Not described" means we could not find it in the material listed, which may not cover everything the product does.
Which one fits
Where each one suits best.
When Mindful Feedback may suit you better
You already buy from Medallia, or you need surveys in more than 120 languages.
When CX Index may suit you better
Your contact centre runs on Genesys Cloud CX and you want more than surveys: AI that explains what changed, scores for bots as well as agents, case management and feedback beyond the contact centre, from an independent specialist.
When you are not sure
Send us the Voice of the Customer section of your RFP. We will go through it with you, row by row, and tell you honestly where we fit.
Sources
Where the information comes from.
- Mindful: Mindful Feedback for contact centres
- Mindful: Survey Dynamix renamed to Mindful Feedback, March 2022
- Medallia: Medallia acquires Mindful, August 2022
- Mindful Feedback on the Genesys AppFoundry
- Medallia documentation: Mindful Feedback with Genesys Cloud
Last reviewed 21 October 2026. Information about Mindful Feedback is taken from its public material on that date and may have changed since. Mindful Feedback is a trademark of its owner. If anything here is out of date, tell us and we will correct it.
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See CX Index on your own Genesys estate.
Half an hour, on your own journeys, in your own Genesys estate. We will show you exactly what this looks like for your organisation.
Questions
Frequently asked questions.
What happened to Survey Dynamix?
Mindful acquired Survey Dynamix in October 2021 and renamed it Mindful Feedback in March 2022. Mindful is now owned by Medallia. The Survey Dynamix website now points visitors to Mindful.
Is Mindful Feedback part of Medallia?
Yes. Mindful, which makes Mindful Feedback, is owned by Medallia. Medallia agreed to buy Mindful in July 2022 and completed the acquisition in August 2022.
What is the best Survey Dynamix alternative for Genesys Cloud CX?
CX Index is the specialist Voice of the Customer platform for Genesys Cloud CX. It is built natively on Genesys, listed on the Genesys AppFoundry and rated 5.0 on Gartner Peer Insights from 8 reviews and 4.7 on G2 from 12 reviews. Like Mindful Feedback, it starts voice surveys automatically when the agent hangs up. It adds Canary, an early warning that explains what changed, and AI analysis of every comment.
Can I switch from Mindful Feedback to CX Index?
Yes. We can take your existing surveys and questions as the starting point, so your trend lines continue, and run the new programme alongside your Genesys build.