Qualtrics Upgrade Integrates Operational and CX Data

Experience management platform Qualtrics has added new XM Platform features, including an enhanced Experience iD (XiD) dashboard experience and automated workflows, combining operational customer data and experience data to understand key customer trends.

Majority owned by SAP, Qualtrics captures 'every' form of customer and employee feedback, including survey responses, contact center chat interactions, social media posts and product reviews. Advanced machine learning and AI are used to analyze this data to understand the emotion, effort and intent behind the words. The firm's XiD captures all of this customer experience data to create a digital history of all user interactions and experiences over time, in a single view; while its AI tech captures aggregated data within the ten billion XiD profiles, to provide insights to help organizations take the best actions to improve customer experiences.

Users will now be able to view and connect customer experience data in a single dashboard, to identify 'points of friction' and growth opportunities. The enhanced dashboard enables organizations to link and pull in different types of data - including transactional data such as visits and purchases; demographic data including age, geography and income level; and other experiential information such as sentiment, effort, emotion and intent - to understand key customer trends, identify potential gaps, and 'get to actionable insights faster'.

Brad Anderson (pictured), President of Products and Engineering, comments: 'The breadth of data captured within XiD paired with its AI capabilities ensure incredible scale, empowering companies to connect the dots across each touchpoint of a user's journey to uncover the insights needed to take quick and targeted action'.

Web site: www.qualtrics.com .