XM Knowledge Base
Customer Experience Software
Deliver exceptional, omnichannel customer experiences
Hear every customer’s voice, fix every broken experience, and increase customer loyalty and spend. With Qualtrics XM, you can gain a holistic understanding of your customers’ experiences and take the right actions that drive meaningful business impact.
A view on the ground
80% of companies view CX as the primary differentiator, yet the majority fail to meet customers’ expectations.
Dramatic changes in how customers navigate the journey and engage with brands. 80% of customer experience data will be unstructured by 2025.
48% of consumers are comfortable interacting with an organisation’s AI.
How a truly effective customer experience program can give you a competitive advantage
- Listen to your customers via on every channel across the entire customer journey by collecting unstructured and structured feedback
- Dynamically build customer segments and profiles based on the experiences your customers have with you
- Use advanced experience analytics and and best-in-class AI to seamlessly understand every customer, wherever they are
- Act quickly on insights by sending automated actions to the right teams within the systems you already use
Shape the digital customer experience in real time
Digital customer experience is crucial for businesses today. It directly impacts customer satisfaction, loyalty, and revenue. Measuring and improving it involves tracking key metrics like website traffic, conversion rates, customer feedback, and response times. This data helps businesses optimise website design, personalise content, improve performance, and provide efficient customer support. With Qualtrics digital customer experience, you can build stronger customer relationships, boost loyalty, and drive growth.
Deliver exceptional customer experiences across locations
Improving customer experience across different company locations is crucial for driving store revenue and customer satisfaction while reducing the cost to serve. By collecting and analysing customer feedback, tracking store performance, and implementing standardised practices, companies can deliver consistent and satisfying experiences. This not only attracts and retains customers but also reduces operational costs. The seamless flow of software-enabled processes ensures a higher level of customer satisfaction and strengthens the overall brand reputation.
Serve customers with speed and empathy
Improving customer support experiences, particularly in call centres, is crucial for driving business success. By leveraging intelligent contact centre solutions, companies can enhance operational efficiency, reduce service costs, and mitigate risks. Through automation and streamlined call routing, supported by comprehensive customer information, issues can be resolved faster and with fewer errors. These software-driven enhancements optimise customer support and empower service representatives to provide prompt, empathetic assistance. By utilising automated insights, businesses can deliver personalised support, increasing customer satisfaction and building stronger relationships.
See how much bad customer experiences
are costing your business
CX product capabilities
Customer Surveys
Our software powers
+1B surveys every year.
VoC / Customer Feedback
Powerful customer insights.
Transformational results.
Net Promoter Score
Measure, analyse and improve
NPS across your organisation.
Customer Satisfaction
Measure, analyze and improve
CSAT across your organization.
Website / Mobile App Feedback
Put customer feedback at the center
of your digital program.
Customer Service
Make your contact center your
competitive advantage.
Customer Analytics
Tune in to every word,
on every channel.
Reputation Management
Understand and manage
your online reputation.
Always-on Listening
Understand what people are saying,
wherever they’re saying it.
We integrate seamlessly with your mission-critical systems
Save time and break down silos by integrating into the systems you already use including Adobe, Zendesk, Salesforce, Genesys, Hubspot and more.
Why customers choose Qualtrics for their
customer experience program
ONE PLATFORM
- All CX interactions centralised and analysed in one place
- Ability to create rich customer profiles across interactions with XiD, enabling personalisation at scale
AUTOMATION
- Automated workflows to drive the next best action and close the loop with customers
- Predictive, driver, and root-cause capabilities to determine which experiences + behaviours
impact outcomes
OMNICHANNEL
- Ability to understand + improve customer experiences across all touchpoints
- Holistic view of experience with ROI extending across the entire customer journey
ACTIONABILITY
- Automated workflows to drive the next best action and close the loop with customers
- Predictive, driver, and root-cause capabilities to determine which experiences + behaviours impact outcomes
You’re in good company
Qualtrics gives us the full context of the digital experience and helps us adapt in the moment
The link between our testing, design and development teams allows us to build breakthrough products
See how Qualtrics can take your customer experience
to the next level
Customer experience FAQs
Customer experience refers to the overall impression and perception customers have of a brand or business as a result of their interactions and engagements across various touchpoints. It encompasses every interaction a customer has with a company, from browsing a website and making a purchase to customer service interactions and post-purchase follow-up. Customer experience is determined by a combination of factors such as product quality, usability, convenience, pricing, customer service, and brand reputation. A positive customer experience fosters customer loyalty, satisfaction, and advocacy, leading to repeat business and positive word-of-mouth, while a negative experience can result in customer churn and damage to a brand’s reputation.
Customer experience management (CEM) refers to the strategic process of designing, managing, and optimising all interactions and touchpoints a customer has with a brand, with the goal of delivering a positive and consistent experience across the entire customer journey. CEM involves understanding and addressing customer needs and expectations, collecting and analysing customer feedback, implementing improvements to enhance satisfaction and loyalty, and aligning business processes and resources to support a customer-centric approach. The aim of CEM is to create and maintain a competitive advantage by providing exceptional customer experiences.
A customer experience program is a set of strategies, initiatives, and actions designed to systematically manage and improve the overall customer experience provided by a business. It involves the implementation of processes and technologies to capture, measure, and analyze customer feedback, as well as the development of action plans to address any issues or gaps identified. A customer experience program may include activities such as customer surveys, customer journey mapping, training programs for employees, process improvements, and the development of key performance indicators to track and monitor progress.
A customer experience is considered good when it exceeds customer expectations, provides value, is personalised, seamless, and consistent across all touchpoints. It also involves prompt and effective problem resolution, proactive communication, and a positive emotional connection. On the other hand, a customer experience is perceived as bad when it falls short of expectations, lacks value, involves inconvenience, inconsistency, poor service, and fails to address customer needs or resolve issues satisfactorily.
Customer experience can be measured through various methods, such as customer surveys and feedback, Net Promoter Score (NPS), Customer Satisfaction (CSAT) scores, online reviews and ratings, social media monitoring, customer journey mapping, customer behaviour analytics, and tracking key performance indicators (KPIs) such as customer retention rate, conversion rate, and customer lifetime value. This data can provide insights into customer satisfaction, loyalty, and areas for improvement in the overall customer experience.
To improve customer experience, businesses can focus on several key strategies. First, understanding customer needs and expectations through research, surveys, and feedback is crucial. Acting on this information by making improvements in product or service offerings, processes, and customer service is vital. Personalising interactions, providing seamless and consistent experiences across touchpoints, and investing in employee training are also effective. Additionally, actively listening to customer feedback, being responsive to their concerns, and continuously evaluating and optimising the customer journey can lead to significant improvements in customer experience.
Customer experience software, also known as customer experience management (CEM) software, helps businesses manage and optimize the customer experience. It typically includes tools and features for collecting and analysing customer feedback, conducting surveys, tracking customer interactions and behaviour, mapping customer journeys, and generating actionable insights. Additionally, customer experience software can assist with monitoring online reputation, managing customer support, and implementing personalised marketing campaigns to enhance the overall customer experience.
Customer experience is the overall perception and impression that customers have of a brand based on their interactions throughout the entire customer journey. Customer service, on the other hand, specifically refers to the assistance and support provided to customers when they have questions, issues, or need help with a product or service.