Qualtrics and Twilio Launch Tool for Personalized CX

Experience management specialist Qualtrics and customer engagement platform Twilio are introducing a 'no-code connector', promising clients the ability to deliver more personalized customer experiences by combining operational and CX data in a unified view.

The deal combines the behavioral signals captured by Twilio Segment with Qualtrics' XiD. Brad Anderson, President of Qualtrics Products and Engineering, says this provides client firms with an understanding of the key factors impacting their customers' experience - analyzing both structured feedback and unstructured feedback using Qualtrics conversational analytics.

The firms say the combination of data like content engagement, purchases, user logins and cart abandonments from Twilio Segment with qual data such as customer satisfaction and effort scores in XiD, creates 'richer customer profiles and more actionable insights'.

Kathryn Murphy (pictured), VP of Twilio Product Management, adds: 'One of the biggest obstacles businesses face in meeting customer expectations is siloed data. If you don't have the full picture of your customer, how can you create a personalized experience for them? Our partnership with Qualtrics unifies and democratizes the customer data needed to deliver personalization in real time, and at scale'.

Web site: www.qualtrics.com and www.twilio.com .


Separately, Qualtrics announced today it is to be acquired for c.$12.5bn by investor Silver Lake and a partner bank.

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