Qualtrics, the leader in customer experience and creator of the experience management (XM) category, announced a new collection of innovative capabilities across CoreXM™. New capabilities help organizations better serve customers and employees by going beyond simply measuring experiences, to taking intentional action on closing experience gaps.
CoreXM updates empower businesses to listen and act on the needs of their customers and employees, identify key business drivers via its predictive AI analytics engine, and fix experience breakdowns as they happen with the launch of a workflow automation solution.
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“The convergence of powerful technology, the world’s leading brands, and the XM industry’s premier partner ecosystem creates an unmatched vehicle for organizations to leverage the power of experience management,” said Zig Serafin, president, Qualtrics. “CoreXM is a system of action that transforms company cultures from simply measuring performance to seeking out and eliminating poor experiences.”
New enhancements added to CoreXM that help power Qualtrics’ system of action include:
Ultimate Listening
CoreXM includes an advanced listening system that acts as a forward-looking radar for potential problems and experience gaps. With XM’s only open platform, ultimate listening capabilities gather feedback from more than 125 data sources—whether directly through website feedback, voice conversations, or questionnaires, or indirectly through online reviews, call transcripts, or across social media sites—bringing experience data (X-data) into Qualtrics’ XM Platformâ„¢. Partner solutions like Brandwatch, Call Miner, and Full Story, increase the reach of feedback that can be brought into Qualtrics’ powerful system of action.
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Predictive AI
Adding to Text iQ’s ability to identify topics and sentiment, Qualtrics is adding new integrations with its statistics analytics capability, Stats iQ. Integrations between Text iQ™ and Stats iQ™ allow companies to bring structured and unstructured data together, creating new ways to identify key drivers that impact business decisions. The integration between the two iQ technologies is the industry’s only intelligent solution bringing structure and advanced analytics to massive amounts of data, empowering companies to gain deeper insights, faster.
Automated Actions
New upgrades added to Qualtrics XM Automated Actionsâ„¢ empower organizations to better manage experience breakdowns in real-time. More than 40 workflows trigger actions like raising tickets, sending alerts, creating notifications, closing the loop with a customer or employee, and many others. In the past 12 months alone, the world’s leading brands like Belkin, Delivery Hero, Dish, and many others have triggered more than 140 million actions as they work to find and eliminate poor experiences for customers and employees.
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