Qualtrics Tools Track Impact of EX on CX... and BX

Experience management specialist Qualtrics has announced the launch of CrossXM, a new product line providing automated insights into how clients' employee, customer and brand experiences impact one another - and identifying actions to improve them.

Qualtrics says CrossXM Employee and Customer Analytics, available now, will connect organizations' CX and EX (employee experience) programs; help them to understand how key employee experience metrics such as manager support, career development and recognition have a direct, statistically significant impact on customer outcomes; and identify which EX elements have the greatest impact on CX. CrossXM Brand and Customer Analytics, which will follow early in 2023, will connect CX and BX, identifying specific customer experiences that will most impact brand equity: for example, it says, a rental car company may find that a manual, outdated rental car pickup process is a leading driver for poor customer satisfaction and negative brand perception - allowing it to prioritise digitisation of the process and then promote the fact it has done so to enhance the brand.

'Leaders instinctively know that engaged employees deliver great products and great customer service', declares Brad Anderson 9pictured), Qualtrics President of Products and Engineering, 'positively impacting their brand's reputation as well as boosting customer engagement and spend. CrossXM gives organizations the ability to predict how employee experience investments will pay off in brand value and customer outcomes, a powerful innovation that will change the way companies prioritize investments in their most important asset - their employees'.

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.