Experience management company Qualtrics has expanded its partnership with video analytics firm Voxpopme, to help clients access quant and qual feedback side-by-side on one system and obtain a 'more complete' view of their customers.
SAP-owned Qualtrics provides a range of solutions including contact center customer needs forecast CustomerXM; employee engagement trend tracker EmployeeXM; ProductXM, which gives product managers the ability to test market 'fit' on new products; and brand messaging checker BrandXM. Using these solutions, brands can continually assess the quality of their four 'core experiences' - customers, employees, products and brands.
Through the expansion of its relationship with Voxpopme, clients can now capture video feedback that directly integrates into the Qualtrics XM Platform, and use video insights to gain a deeper understanding of their customers' needs in real-time. With the combination of Qualtrics and Voxpopme, built-in time stamping allows businesses to flag customer 'pain points', text analysis uncovers themes and patterns, and discovery tools provide video analysis. According to Qualtrics, the addition of a video visualization widget into its own dashboard ensures organizations can understand the people that matter most to their business.
R.J. Filipski (pictured), Qualtrics' Global Director of Business Development comments: 'Today, consumers are creating and sharing video feedback via social media and other channels, influencing the brand perception and purchase intent of other consumers. Strengthening the partnership between Qualtrics and Voxpopme empowers businesses to observe an even more complete picture of their customers' sentiments, obtain richer and more emotional feedback, and take actionable steps to fix poor experiences'.
Web sites: www.qualtrics.com and www.voxpopme.com .
All articles 2006-20 written and edited by Mel Crowther and/or Nick Thomas unless otherwise stated.