Qualtrics Expands Experience Management Platform

Experience management company Qualtrics has added new capabilities to its platform, to provide a 'holistic' view of the experiences being delivered across any organization.

SAP-owned Qualtrics provides a range of solutions, including CustomerXM, which enables frontline teams in the contact center to predict customer needs; EmployeeXM, through which HR leaders can detect trends in employee engagement and make immediate adjustments; ProductXM, giving product managers the ability to test market 'fit' on new products; and BrandXM, which helps brand practitioners tweak messaging to ensure their brand resonates with target buyers. Using these solutions, brands can continually assess the quality of their four 'core experiences' - customers, employees, products and brands.

The firm's new capabilities claim to strengthen these solutions, by delivering automated customer alerts and recommended company actions in real-time to every employee across the organization. Qualtrics' platform now automatically analyzes and detects experience gaps through social media, interactive voice response (IVR), product reviews or other feedback channels, and then proactively sends personalized notifications directly to employees' mobile devices. Those insights can then be used to take immediate action to support customers and employees.

Julie Larson-Green (pictured), Chief Experience Officer, comments: 'Today, customer, employee, brand, and product experiences are interrelated and have high impact on each other. Qualtrics XM continues to add innovative capabilities and new ways for every employee in a business to understand and close the gaps in the experiences they are delivering'.

Web site: www.qualtrics.com .

All articles 2006-23 written and edited by Mel Crowther and/or Nick Thomas, 2024- by Nick Thomas, unless otherwise stated.