XM Knowledge Base
QUALTRICS FOR CUSTOMER EXPERIENCE
Optimise every
moment along the
customer journey
“Qualtrics is an innovative, end-to-end
solution for world-class customer satisfaction.” - JetBlue
Qualtrics Customer Experience is the world’s most agile platform, making it easy for companies to monitor and improve every key moment along the customer journey. Uncover areas of opportunity, automate actions, and drive critical organisational outcomes.
OUTCOMES WE DELIVER
- Optimising customer acquisition
- Improving customer retention and loyalty
- Reducing cost to serve
- Increasing customer share of wallet
- Build brand awareness and equity
Drive customer centricity across your organisation
You need more than reactive feedback. Consumer preferences are changing faster than ever and competing products emerge daily. Qualtrics CX gives you real-time, actionable, customer intelligence accessible at every level of the organisation – from executives to frontline.
Executives
Improve financial outcomes and decision-making
- Singular view of customer metrics and operational performance by business line, location, and customer type
- Key driver analysis to immediately identify root cause
- Progress vs. benchmark and trend
- Operational and performance metric integration
Digital
Drive online and mobile satisfaction and conversion
- Page-level and website feedback to understand conversion barriers and reported satisfaction
- Generate leads and capture contact details
- Targeted content, promotion, and experience delivery based on visitor profile and behavior
- Seamless integration with analytics platforms
- No required vendor or IT interaction to design, launch, or modify solutions
Services
Drive customer satisfaction and team improvement with real-time customer insights
- Management scorecards with customer satisfaction by team and associate vs. benchmark
- Key driver analysis to understand how you score in relation to what customers care most about
- Text analytics to understand key themes
- Individual-level dashboards with account-level metrics, progress vs. trend, and automated alerts
A solution for every need
VOICE OF THE CUSTOMER
Capture the voice of the customer, using multiple channels, at every touch point of the customer journey.
TRANSACTIONAL & RELATIONAL NPS
With CSAT and Qualtrics Bain-Certified NPS questions, you can combine in-moment and long-term customer satisfaction feedback.
EMPLOYEE ENGAGEMENT
Engaged employees create loyal customers. Qualtrics can connect your employee and customer data to drive internal and external action.
A/B TESTING & EXPERIMENTS
Rapidly perform A/B tests and experiments so you can continually improve customer programs.
DIGITAL EXPERIENCE DELIVERY
Deliver online invites, promotions, ads or other relevant content to targeted individuals, based on website behavior and customer profile.
AD-HOC MARKET RESEARCH STUDIES
Have questions? Get answers. With Qualtrics, you have the tools you need to do rapid research and uncover insights.
Web/mobile engagement & satisfaction
Capture page-level feedback, and deliver site-exit and post-transaction surveys to engage customers and drive immediate action.
customer effort scoring
Discover and track how much effort your customers have to exert to get an issue resolved or a request fulfilled.
CALL CENTER PROCESS ENABLEMENT
Seamlessly integrate your call center systems and create a centralised view of your customer support interactions.
With Qualtrics, NPS has risen every year, and CLOSING THE LOOP IS NOW SEAMLESS.
The intuitive platform with integrated analytics has helped our company REDUCE CUSTOMER INSIGHTS REPORTING TIME BY 50%, enabling faster reactions to feedback and resulting in a 15% increase in acquisitions and MILLIONS IN INCREMENTAL REVENUES.
Qualtrics’ Flexible Service Model
We know that sometimes you need someone else to manage a project so you can allocate energy to other initiatives. Other times, you need the flexibility and agility to manage the details yourself. Our offering gives you the freedom and power to dial up or dial back the services at any time during the program.
Advisory
- XM Scientists
- XM Institute
- Tech Consultants
Deliver
- Tech Consultants
- Solution Architects
- Program Architects
Support
- Customer Success
- Qualtrics Support
- Technical Account Manager
- Experience Basecamp
Customisation
- Engineering Services