Qualtrics Launches Innovative Customer Experience Enhancements
New Methodology and Diagnostic Assessment Helps Companies Create World-Class CX Programs
SINGAPORE—June 23, 2017— Qualtrics, the leader in experience management software, today announced enhancements to its award-winning customer experience (CX) management platform, Qualtrics Customer Experience. The enhanced capabilities include a sophisticated diagnostic assessment and proven methodology to help companies significantly elevate and mature their CX programs, leading to greater customer satisfaction results and higher returns on CX program investment.
“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,” said Michael Maicher, Global Head, Allianz Global Broker Management, Allianz SE & Allianz Global Corporate and Specialty (AGCS) SE. “Our goal over the long term is to have 75% of AGCS countries benchmark against peers in either above market or loyalty leadership status.”
A Qualtrics survey, for instance, revealed that Singaporean consumers feel ignored nearly half the time by their service providers across the financial services, travel and retail industries. While organizations understand the importance of listening to customers, many often do not know which steps to take to create world-class CX programs that deliver business results. Qualtrics not only delivers the required technology, but also the step-by-step framework to help companies design and implement an end-to-end CX program.
“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%,” said Luke Williams, Head of CX at Qualtrics. “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 offers a CX diagnostic that assesses CX program maturity against the Five Competencies of CX Success—Qualtrics’ proven methodology for CX program success. As part of this diagnostic evaluation, companies receive an immediate, personalized report with a full description of what they can do to improve their CX program to achieve better customer and financial results. The report also includes a maturity score in relation to each of the five CX competencies and an overall company rating compared to state-of-the-art CX program standards.
Qualtrics’ Five Competencies of CX Success provides a framework for companies to manage their customer experience programs and achieve improved financial results. Based on years of experience with the world’s leading brands, the methodology provides practical guidance on five core domains:
- Culture and Leadership: How to gain executive sponsorship, publish CX values, align departments on common customer objectives, and benchmark against competitors.
- Customer Experience Management System: How to capture feedback at each customer touchpoint, close the loop with customers, and drive operational improvement.
- Customer Intelligence: How to gather holistic, authoritative views of customers and drive systematic, strategic initiatives to improve customer outcomes.
- Connected Employees: How to measure and act on employee engagement and instill customer-centricity across the ranks.
- Continuous Innovation: How to build programs that scale quickly and test continuously to drive continuous customer experience improvement.
Qualtrics Customer Experience is a pillar of Qualtrics’ leading XM Platform™, the industry standard for experience management. The XM Platform allows companies to manage the four core experiences of business—customer, employee, product and brand experience—on a single platform. Experience data from the platform tells companies why things are happening across the organization, and helps predict what customers and employees want most.
Used by CX leaders like adidas, Allianz, American Express, and Intuit, the Qualtrics Customer Experience platform was recently awarded the Temkin Group’s fifth annual Customer Experience Vendor Excellence (CxVE) Award and 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.
The Qualtrics Customer Experience platform is available now. For more information on how to build and expand a CX program, visit CXweek.com to hear what CX leaders from Patagonia, Zappos, Twitter, Universal Orlando, BBC, MasterCard, McKinsey, Northwestern Mutual, and many more, had to say regarding today’s best practices in CX management.