Customer Experience Management

Qualtrics Introduces Innovative Customer Experience Improvements

The new techniques and Methodology and demonstrative assessment will enable companies to create breathtaking CX programs

Qualtrics, a leading experience management software, announced that its award-winning customer experience (CX) management platform, Qualtrics Customer Experience, had been enhanced with more innovative techniques. The augmented capabilities include a seasoned diagnostic assessment and proven methodology to enable companies significantly raise the standard and efficiency of their CX programs, which can lead to greater customer satisfaction and higher returns on CX program investment.

Michael Maicher

Michael Maicher
Global Head, Allianz Global Broker Management at Allianz SE & AGCS SE

Michael Maicher, Global Head, Allianz Global Broker Management, Allianz SE & Allianz Global Corporate and Specialty (AGCS) SE, said, “Qualtrics is helping us create a culture of customer centricity within our organization. True customer-centricity is not a project—it’s a culture and a way of doing business that will help us grow and be successful for decades to come. Our goal over the long term is to have 75% of AGCS countries benchmark against peers in either above market or loyalty leadership status.”

Listening to their customers was never a challenge for organizations; what proved to be difficult was to understand the steps required to deliver high-quality CX programs to optimize business results. Qualtrics not only delivers the required technology but also helps companies to build an aligned framework while designing and implementing a comprehensive CX program.

Luke Williams

Luke Williams
Head of CX at Qualtrics

According to Luke Williams, Head of CX at Qualtrics, “Customer experience management is a business imperative. Companies that prioritize customer experience outperform customer experience laggards in stock returns by an average of nearly 80 percent. Done right, customer experience management drives financial results through better customer acquisition, improved customer retention and loyalty, reduced costs to serve, increased share of wallet, and higher brand awareness.”

Qualtrics CX Diagnostic

The CX diagnostic offered by Qualtrics analyzes the CX program maturity against the Five Competencies of CX Success, which is also Qualtrics’ proven methodology for CX program success. The diagnostic evaluation allows companies receive an instant, customized report elaborating on steps to improve their CX program leading to better customer satisfaction and financial results. The report also includes a maturity score in relation to each of the five CX competencies apart from an overall company rating compared to state-of-the-art CX program standards.

Qualtrics’ Five Competencies of CX Success provides companies with groundwork to manage their customer experience programs in order to achieve improved financial results. Based on the company’s experience with the world’s leading brands, the methodology provides practical guidance on five core domains:

1. Culture and Leadership: How to gain executive sponsorship and publish CX values, to align departments on common customer objectives, and benchmark against competitors.
2. Customer Experience Management System: How to capture feedback at each customer touchpoint, to close the loop with customers, and drive operational improvement.
3. Customer Intelligence: How to collect holistic, authoritative views of customers and drive systematic, strategic initiatives to improve customer outcomes.
4. Connected Employees: How to measure and act on employee engagement and instill customer-centricity across the ranks.
5. Continuous Innovation: How to build programs that scale quickly and test continuously to drive continuous customer experience improvement.

Qualtrics’ leading XM Platform™, the industry standard for experience management, gains its strength from Qualtrics Customer Experience.

Companies benefiting from the XM Platform can manage the four key experiences of business that includes customer, employee, product and brand experience, on a single platform. The platform’s experience data informs companies about things that are happening across the organization and the reasons driving these instances. It also helps predict customer and employee needs and expectations.

The Customer Experience platform was recently awarded the Temkin Group’s annual Customer Experience Vendor Excellence (CxVE) Award. Used by CX leaders like Adidas, Allianz, American Express, and Intuit, Qualtrics was named a leader in customer feedback management by independent research firm, Forrester, as part of The Forrester Wave™: Customer Feedback Management Platforms, Q2 2017 report.

Also Read: Omni-Channel Customer Experience Capabilities

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