Qualtrics Launches 'Experience ID' Feedback Tool

Experience management platform Qualtrics has launched a tool called Experience ID, which provides a single view of everything customers and employees have shared with a company, including their preferences, beliefs and feelings about their experiences with a product or brand.

Majority owned by SAP, Qualtrics provides solutions for clients to continually assess and improve the four 'core experiences': CustomerXM, ProductXM, BrandXM, and EmployeeXM. Last month, the firm launched a framework called EX25, referring to 25 key drivers through which employers can understand and respond to employees' changing expectations and take action to improve their engagement and retention.

The new Experience ID uses conversational analytics, machine learning and 'journey orchestration' to help organizations identify experience gaps across their business. Using the solution, companies can capture customer and employee feedback, including from social media posts and call centre transcripts, and then analyse an individual's emotion and intent during their journey with a company. In addition, the tool enables companies to personalize experiences at scale, with views grouped by segment, such as teams, geographies, verticals and more, to identify emerging trends and new market opportunities.

CEO Zig Serafin (pictured) comments: 'For decades, organizations have been trying to deeply understand their customers and employees. But the universe of feedback is so vast that they need the right technology to capture it and put it into action. Experience ID delivers a powerful lens that can focus on each customer and employee, and also zoom out and reveal the big picture, enabling organizations to build deep, personal relationships with customers and employees, authentically and at scale.'

Web site: www.qualtrics.com .