Groundbreaking Experience Management Launch Makes It Possible for Organisations
to Close “Experience Gap”
first platform to address expanding gap between what organisations deliver and
what customers and employees expect
experience management platform makes it easy to measure, prioritise, and
optimise the experiences organisations provide across the four foundations of
business: customer, product, employee and brand
SINGAPORE—March 8, 2017—Qualtrics last week announced the Qualtrics XM
Platform™, the world’s first experience management platform designed to address
the growing experience gap––the gap between what organisations actually deliver
and expectations from the market, customers and employees. Similar to how
Salesforce and Workday have defined the evolving CRM and HRM categories,
Qualtrics is creating the experience management category. The first solution in
this space, the Qualtrics XM Platform, will help companies measure, prioritise,
and optimise the experiences companies deliver across the four foundational
aspects of business—customers, products, employees and brands.
Experience management helps organisations close the experience gap and achieve
four key outcomes:
talent, and develop leaders;
want to associate with.
Qualtrics, “There are two types of data: operational data and experience data.
For too long, organisations have been looking exclusively at data about the
past—the operational data or ‘O data.’ Where companies fail is in not
leveraging experience data, or ‘X data.’ X data is the human-factor data, the
beliefs, emotions, and sentiments that tell you why things are happening and
that help predict what is going to happen next. And while
there are plenty of technologies to help companies manage their operational
data, until now there hasn’t been a technology that makes it easy to capture
and understand the X data.”
organisations are O-data rich, and X-data poor, this has led to a huge gap
between most companies’ ability to know what’s happening and understanding why
it’s happening and how to adapt programs in real time. We call this the ‘experience
gap’ and Qualtrics XM™, our experience management platform, is the key to
helping companies close this gap.”
Growing Experience Expectations
The combination of new technologies, rapid advancements in customer experience
(CX) programs and a younger consumer population is creating an immediate need
for a platform to measure and optimise experiences across an organisation.
Millennials and Generation Z are fast becoming the largest population groups in
the world. Both groups have higher expectations when it comes to brands, the
products they buy and the experiences around them.
“The internet of things, wearables, self-driving cars, cashier-free stores,
automated home assistants, Wi-Fi connected ordering buttons and deliveries by
drone are leading the frenzied pack of experience expectations,” said Smith.
“But to deliver great products and to provide delightful customer experience
requires employee excellence across the organisation. A company’s ability to
win in today’s business environment depends on its ability to create amazing
and consistent experiences across all aspects of the business.”
Platform
“Over the last 18 months, our partnership with Qualtrics has enabled Allianz
Global Corporate & Specialty to more effectively support and manage our
engagements with customers in over 30 countries. By having Qualtrics as a
global platform integrating customer experience, market research and business
data, we can better focus on the aspects of the customer journey that will not
only have an impact on business performance but also will deliver the best
customer experience,” said Allison Windon, Global Customer Experience Director
at Allianz. “A key part of this approach has been to effectively use the
insights gained to drive a customer-focused cultural change within our
employees. And, as we look to the future, an experience management platform
will become more and more important, as it is only through truly engaged team
members that our customers can have the best experience.”
JetBlue
“JetBlue holds ‘Inspiring Humanity’ as our mission and loftiest aim in all we
do. As such, insights from our valued customers and engagement of our 20,000+
crewmembers are paramount. Qualtrics continues to be an outstanding, treasured
partner in uncovering the insights needed to enable our crewmembers to deliver
award-winning service, helping us adapt our offerings to exceed our constantly
growing expectations for customer experience and, truly, helping facilitate our
mission to inspire humanity,” said Danny Cox, Director, Customer Support &
Insights at JetBlue. “Further correlating and evolving crewmember engagement
and customer, product and brand experiences is our focus to help us better
predict winning customer experiences, and we trust Qualtrics’ XM strategy to
help power this process.”
Michelin
“Michelin’s BFGoodrich brand embodies the enthusiast lifestyle. Our
go-to-market strategy includes meeting our core consumers where they work and
play; on the racetrack, in the desert, or on the trail. Qualtrics has been
instrumental in giving us the flexibility and functionality to capture valuable
feedback at our sponsored events,” said Jill Burnett, Market Intelligence
Manager, BFGoodrich Brand, at Michelin North America. “The proposition of
having an experience management platform with the ability to take our
insights to the next level by identifying the experiences and motivations that
are truly part of our enthusiasts’ DNA is exciting!”
Vivint
“Qualtrics plays a key role in helping Vivint Smart Home manage a world-class
smart home experience for more than one million customers,” said Jim Lewis,
director of customer service strategy at Vivint Smart Home, the leading smart
home services provider in North America. “Since implementing Qualtrics, we have
been able to achieve several business objectives, including driving significant
improvements in our Net Promoter Scores (NPS). Qualtrics XM Platform presents
additional opportunities to meet our business goals and assist in our efforts
to redefine the home experience.”
Qualtrics Insight Summit Event
The Qualtrics XM Platform was announced at the annual Insight Summit where over
3,500 global attendees hear from the world’s top brands, universities, and
researchers about combining operational data and experience data to provide
incredible experiences to stakeholders.
Also at the event, Qualtrics announced the winners of the 2017 Insights to
Action (I2A) Awards. The winners were recognised for their use of Qualtrics to
create actionable insights that drive top experiences for customers and
employees alike. The winners include:·
CONTACTS
Michelin, Ricoh
Mutual (SafeCo), Pandora, Citrix, Costa Cruises, Thanksgiving Point, Ciena,
Belk
Foods, Cars.com, Fuji-Xerox, Ingersoll Rand, Jackson College, Flagler College,
American Academy of Neurology
visit: https://www.qualtrics.com/insights-to-action-award/.
The Qualtrics XM Platform is available now. Visit https://www.qualtrics.com/ to
learn more.
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