XM Knowledge Base
DIGITAL CUSTOMER EXPERIENCE SOFTWARE
Deliver digital customer
experiences that
drive results
Bring together experience data, behavioral heuristics, and journey optimisation to eliminate guesswork. Measure, visualise, and improve digital experiences at scale that are optimised for the metrics that matter most to your business.
DIGITAL EXPERIENCE ANALYTICS
Identify and close digital experience gaps faster
Increase conversions and reduce cost-to-serve by identifying the highest value improvement areas and taking action on everything your customers tell you–and everything they don’t.
- Create better user experiences with a direct view of digital customer behavior with real-time feedback, session replays, and frustration detection like rage clicks and mouse thrashing
- Understand the “why” in customer data behind user drop-offs or lower conversion rates with sophisticated targeting at key customer interaction points
- Fix gaps quickly and share findings with the right teams through integrations like Jira and Slack
CUSTOMER JOURNEY OPTIMISATION
Orchestrate personalised digital customer journeys
With Qualtrics customer journey optimisation, you can take your customers where they want to go—in the fastest and most profitable way.
- Deliver insights at speed by using behavioral data and advanced analytics to visualise cross-channel customer journeys for individuals and segments and identify key friction points
- Increase customer acquisition, loyalty, and lifetime value with personalised, omni-channel journeys that prioritise the experiences and interactions that align to customer desires and your business goals
Value Calculator
Bad digital experiences can cost millions. See how much they’re costing you.
Use our Experience Value At Risk (xVAR) calculator to estimate the impact that broken or unsatisfactory experiences are having on your business-critical metrics like Customer Acquisition, Customer Spend, and Cost to Serve.
PRIVACY-FIRST PERSONALISATION
Personalise experiences with zero party data
Limit your dependency on third-party data and fuel your personalisation programs by using zero-party data to stay close to your customers and remove the guesswork from
decision-making.
- Understand customer preferences in the context of their digital experience, without relying on first and third party cookies
- Enrich customer XiD profiles, identify target segments to deliver personalised experiences
- Increase customer engagement and generate leads with targeted email campaigns, in-product interactions, and website and app promotions
UNPARALLELED MARKET RESEARCH
Launch digital experiences
with confidence
Launch new digital experiences with greater certainty they’re going to land with customers. With market-leading research tools, you can place your customer at the center of your digital programs and design smart, empathetic customer experiences.
- Continually optimise your digital properties and validate every choice you make with XiD customer segments
- Make data-backed decisions by testing out new features,
products or messages with DesignXM’s qualitative and quantitative feedback - Ensure your digital transformation is a success at launch and is in service to your customers
DIGITAL CONTAINMENT
Enable smart customer
self-service
Reduce operational costs and increase customer satisfaction by empowering customers to find solutions and resolve common problems on self-service channels without calling customer support for help.
- Identify areas of friction and guide customers towards a positive outcome by reaching out on the right channel, at the right time
- Visualise entire customers journeys and identify issues preventing people from self-serving within digital channels
- Measure and improve content effectiveness by listening to feedback across support articles
Ready to see how Qualtrics can improve your digital customer experience?
More about digital customer experience
Digital customer experience is optimising the digital part of the customer journey including website, mobile, social media and apps.
The customer experience follows the entire relationship between a brand and its customers throughout all in-person and online touchpoints.
Digital customer experience software enables brands to optimise the digital part of the customer journey – including website, mobile, social media and apps – by deeply understanding customers, identifying insights and delivering personalised experiences.
Qualtrics enables brands to deliver digital experiences that resonate emotionally and also improve conversion rates, revenue, and digital containment.
EXPERIENCE MANAGEMENT_
More experience management
solutions for you
Serve customers with unmatched care. Build high-performing teams.
Make the smartest business decisions.
