Qualtrics
XM Platform

the business operating system for XM

Experience
Design


Design breakthrough products, services, cultures, and brands

Experience
Design

Experience
Improvement

Experience
Improvement


Continuously improve customer, employee, product, and brand experiences

Listen & Remember

Process & Understand

Build a Culture of Action

Three inseparable services powering
the operating system for XM




Listen & Remember


Process & Understand


Build a Culture of Action

The XM Directory—a single database for all
customer and employee experience data

The ultimate listening engine

Listen to and remember everything customers and employees tell you and
record it into an institutional memory, accessible to the entire organisation.

Now we can
remember every
interaction,
including what
people did, what
they said, and
how we made them feel.

3.6 billion customer profiles
and growing

Role-based access to rich, detailed experience data on each customer that can be automatically augmented with operational data like annual spend, tenure, or last purchase from customer data systems.

A single view of
every experience

Bring all your data together
from across the organisation,
and automatically update
records in third party
applications — all from a
single system of record.

Dynamic segmentation for extreme personalisation

Forget segments based on broad demographics — XM Directory helps you build the
most accurate customer and employee segments based on real world experiences.
And when customers’ needs change, your segments dynamically update too so you’re
always in lock-step with the experiences people want.

Safe, secure, and trusted by 12,000+ of the world’s most iconic brands

Powerful, predictive intelligence. Built-in.

Know exactly what to do with
automated recommendations

Go from mountains of data to an unrivaled understanding of the
experience with predictive intelligence that automatically tells
you what’s happening and what you need to do next.

Order 9751-HU-23 arrived
with broken items.
Reship broken items ASAP.

Shipping is a negative topic.
Multiple customers mentioned broken items.
Adjust packing process.

Sophisticated stats made simple

Run powerful correlations, regressions, pivot tables, cluster analysis and
more. All with the click of a button. Stats iQ automatically chooses the
right statistical test and data visualisation — then translates the results
into plain language that anyone can understand and put into action.

Uncover sentiment and trending topics in open text feedback from every source - from negative social media posts to positive online reviews to survey feedback, and everything in between.

See what matters most

From what’s driving brand preference, to the actions that will have the biggest impact on employee engagement, Driver iQ works 24/7 to proactively alert you to what matters most to your people.

Now, the platform analyses
everything for us, from phone calls,
to video recordings, to online reviews and gives us real-time alerts when there’s an issue.

Your crystal ball for
experience design

The XM Platform uses all your data to build powerful data models that predict what people will do next. See how changes to your products will impact sales, flag customers at risk of churn, and step in to resolve bad experiences for your people — all before issues turn into trends.

Weave XM into the fabric of how
your organisation operates

End-to-end XM automation

The nerve center for how you design and improve experiences, xFlow is a set of rules and workflows for everything from listening, to alerting people in the organisation to what’s happening, and then automatically taking action to close the loop.

Automated actions, powered by wicked smart intelligence

All the rules in xFlow are powered by XM Directory and iQ — so it knows who your stakeholders are,
what they need, and what actions to take to deliver world-class experiences. How smart is that?

With xFlow, we finally connected all the plumbing in the building. Now we never drop the ball with customer issues.

Take action, in the systems you already use

There’s no need to learn a new system. Cut a ticket in Zendesk, update customer records in Salesforce, or trigger customer rewards and offers using any other technology. xFlow plugs into the systems and tools your teams already use.