Experience management platform Qualtrics has launched three new customer experience (CX) solutions to help clients connect with customers and understand changes in their expectations, predict future behavior, and create 'great experiences'.
SAP-owned Qualtrics provides solutions for clients to continually assess and improve the four 'core experiences': CustomerXM, EmployeeXM; ProductXM, and BrandXM. The firm's new CX solutions have been designed to help companies understand what their B2B and B2C customers are experiencing with their brand across different milestones and enable them to quickly act on that experience data.
These three solutions include Relational CX, which gives companies a continuously updated view of the health of their customer relationships to help them deliver more personalized experiences, improve customer loyalty, and reduce attrition. According to Qualtrics, this enables companies to see how overall customer health impacts business metrics, such as share of wallet, and adjust strategy accordingly. Instead of using just one individual's feedback as a measure, the second solution, Account-Based Relationship Diagnostic, provides teams with overall key drivers for the account based on every stakeholder's point of view of the customer experience. Finally, Digital Support Optimization enables care teams to use feedback to uncover gaps in their digital support experiences that may lead to unhappy customers and increased use of costlier support channels.
Commenting on the launch, Jay Choi (pictured), Chief Product Officer, said: 'Customer preferences and expectations have evolved significantly this past year, and companies will need to adopt an experience-first approach to customer relationships moving forward. The most successful companies adapt and thrive even during disruptive times by understanding the 'how' and 'why' behind customer behavior and using that data to proactively design and deliver the best experiences for their customers.'
Web site: www.qualtrics.com .
All articles 2006-21 written and edited by Mel Crowther and/or Nick Thomas unless otherwise stated.