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Qualtrics Unveils Next Wave of Experience Management Innovations that Transform Organizations’ Listening Programs into Systems of Action

Qualtrics, the leader in customer experience and creator of the experience management category, announced several solutions, capabilities, and enhancements to the Qualtrics XM Platform™ that powers the four core experiences of business: customer, employee, product, and brand. These innovations enable organizations to significantly scale their existing experience management programs by becoming systems of action that proactively identify and automatically close experience gaps to improve customer retention, increase employee engagement, and drive brand loyalty.

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“Organizations have relied on traditional systems of measurement for years. Today, that’s no longer enough to create differentiated customer, employee, product, or brand experiences at a time when expectations and preferences are rapidly changing,” said Scott Fynn, Senior Director of Product Management, Qualtrics. “Qualtrics has made it simple and efficient for organizations to move into systems of action with customizable capabilities and purpose-built solutions to deliver personalized experiences for all stakeholders – on one single platform.”

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New enhancements to Qualtrics XM Platform include:

  • With customer, employee, and other stakeholder feedback coming from disparate channels and across departments, it has become difficult and time-consuming for leaders to distill insights, identify the gaps, and take action. Trend Based Actions constantly monitors trends in key performance indicators across the organization, and automatically triggers notifications and recommendations for specific and effective actions if they drop below a certain threshold. It eliminates the manual process of spending hours sifting through feedback by immediately notifying stakeholders when key metrics, such as CSAT or employee engagement rates, change, or when trends suddenly shift.
  • Qualtrics XM Directory hosts the full history of a customer’s interaction and behavior with a brand to power personalized experiences. Now, XM Directory comes with Segments, a solution that gives organizations the ability to build dynamic customer segments, based on their preferences, feedback, behavior, spending habits and other indicators. With Segments, stakeholders can provide their customers with deeply personalized experience with products, offers, and communications that are tailor-made to their needs, increasing satisfaction, and closing their unique experience gaps.
  • As part of Qualtrics’ continued efforts to provide organizations with more governance tools and democratization, they’ve introduced Role Based Access for XM Directory. Stakeholders can now establish granular access for individual users based on role and level at the organization.
  • Relative Importance Analysis (RIA), an analytics technique often used by data scientists and statisticians, is now built into Stats iQ. RIA, with intuitive and easy to interpret results, makes it easier for anyone to uncover key drivers and the root cause of poor experiences.

Introducing Five Purpose-Built Customer Experience Products
Customer experience programs today require flexibility, agility, and personalization that reflect the individual preferences and expectations of every customer. Traditional CX programs are built on a one-size-fits-all approach that makes it difficult for organizations to create lasting customer engagement and retention, and ultimately, brand loyalty.

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