What is digital customer experience?

As the world gets more digitized, solving for the omni-channel customer experience gets more complex. Digital Customer Experience is optimizing the digital part of the customer journey including website, mobile, social media and apps. Ultimately, whenever your customers are engaging with your brand online, it's a digital experience. Qualtrics enables brands to deliver digital experiences that resonate emotionally and also improve conversion rates, revenue, and digital containment.

- XM for Customer Experience
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    Know how your people feel and empower managers to improve employee engagement, productivity, and retention
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    Take action in the moments that matter most along the employee journey and drive bottom line growth
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    Whatever they’re saying, wherever they’re saying it, know exactly what’s going on with your people
- XM for Strategy & Research
  - Research
    Get faster, richer insights with qual and quant tools that make powerful market research available to everyone
  - User Experience
    Run concept tests, pricing studies, prototyping + more with fast, powerful studies designed by UX research experts
  - Brand
    Track your brand performance 24/7 and act quickly to respond to opportunities and challenges in your market
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  Explore the platform powering Experience Management
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    The annual gathering of the experience leaders at the world’s iconic brands building breakthrough business results, live in Sydney.
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Customer XM for Digital

Create digital experiences that convert

In an online world, seamless digital experiences are an essential part of the customer journey, and business success. From placing an order, to submitting a service request or paying a bill, the most effective digital experiences enable customers to easily complete their desired tasks.

Understand how your digital experiences are impacting how customers perceive and feel about you with Qualtrics CustomerXM for Digital, so you can fix experience gaps, create interactions that are emotionally engaging, and better connect with customers so they want to return.

Make it easy for customers to complete their desired tasks
Better meet your business objectives with stronger, more relevant content
Maximise customer uptake and usage of new digital products and services with real-time insight into how they are performing
Boost brand perception and your app store ranking by improving the in-app experience

The 3-phased approach to delivering breakthrough digital experiences

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Meet your customers where they are

Go beyond measurement and turn customer feedback into something you act on. Listen to customers at every stage of their journey through web, mobile app, chat and SMS, and clearly understand how to improve their experience.

Simple and easy to use

Create programs in a simple and intuitive dashboard, design and deploy digital listening posts, and collect insights all in one platform. Our CustomerXM for Digital solution is ready to go, straight out of the box, so you’ll be up and running in no time.

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Intelligent targeting. Smarter Decisions.

Target the right customers at the right time with precision targeting, and give your experience data vital context so you can understand the sentiment and attitudes behind customer behaviour.

Customise your targeting with a rich set of variables to choose from, and integrate your data into the analytics platforms your teams are already using including Adobe Analytics, Google Analytics, FullStory, Quantum Metric and more.

Optimise the mobile-app experience

Keep a pulse on your brand reputation with constant monitoring and analysis of your App Store reviews. Send recommended solutions generated from key insights to your team, so they can take actions that will improve the in-app experience and boost app store ratings.

Ready to see how Qualtrics can improve your digital CX?

Expert-designed. Straight out of the box.

Build a world-class digital CX program on the most powerful customer experience platform, with minimal set-up required.
Customised for your industry, Customer XM for Digital has relational, transactional and full journey customer experience programs already built into the platform, making it simple and easy for you to understand and act on customer feedback – so you can produce results in no time at all.