9 breakthrough XM moments for 2019
Another year over, and we’re on to the next one. But before we dive headfirst into 2020, here’s a quick look at some of the top innovations on the Experience Management Platform™ in 2019.
As you’ll see, it’s been a pretty busy year. And 2020 is going to be even busier, as we continue to innovate and respond to your feedback with new innovations, developments and partnerships that will help you take your XM program to the next level.
1. XM became everybody's business
Experience Management is at its powerful best when it drives action at every level of an organization, rather than being the preserve of a single, specialized team.
To make that happen, it needs to be accessible to everyone. Whether it’s setting up a project, running it, or turning the insights into action, everyone in the organization needs to have the tools to make XM part of their day-to-day.
In 2019, we made that a reality with the launch of the XM Marketplace — a one-stop-shop for more than 50 expert-designed projects ready straight out of the box. From pricing studies to customer feedback surveys, everything is pre-built and ready to go, from the survey questions to the reports and dashboards.
It means anyone, at any level of your organization can now launch an XM project, safe in the knowledge that it’s been designed by some of the best brains in the business, and backed by the security and scalability of the XM Platform.
2. Insights got more personalized
It’s a familiar story - you have a ton of data on your customers or employees, but where do you start to make improvements?
Turning insights into action has always been at the heart of XM, and earlier this year we put the tools in place to make it that much easier to do.
In both CustomerXM and EmployeeXM, we launched focus areas — a handy new functionality that automatically surfaces the areas individuals in the organization need to focus on to have the biggest impact on customers and employees.
Delivered automatically in their feeds, your users can now see personalized insights that help them focus on the areas where they can make the biggest impact.
3. Market research? You mean XM, right?
If you’ve been using Research Core, you’ll have noticed the update to a new name, Core XM earlier this year.
It’s recognition that Qualtrics is used for way more than market research — since we launched the XM Platform, we’ve seen it used for everything from brand tracking studies to employee feedback and complex pricing studies — basically, the types of research that sit at the very heart of XM.
Higher quality, faster insights are fuelling breakthroughs at every level of the organization, and thousands of organizations are now getting started with XM through CoreXM.
4. Digital teams saw the whole picture
Surveys are just one way to get feedback from your customers. Imagine all the experience data (X-Data) hidden away in social media comments and online reviews that customers post without ever receiving a survey.
Now, you can pull that data into your customer experience program with the launch of Online Reputation Management — our complete suite of tools that help you collect feedback through third party websites and close the loop with customers in social media.
It means you now see the whole picture with solicited feedback (eg via a survey) and unsolicited feedback (eg via review websites) in one place, so you can make the changes you need to improve your online reputation.
5. We found more ways to gather X-data
It’s not just social media and online review sites that joined the XM party in 2019 - we also announced new Voice iQ capabilities and some exciting updates to Text iQ, too.
Voice iQ helps you to make sense of the most unstructured data of all - natural human conversation. Perfect for contact centers and other parts of the organization that rely heavily on voice, it automatically analyzes calls to understand trending sentiment, topics, and highlight areas for improvement.
Text iQ also saw an update to its UI, with new bar charts launched as an alternative to the popular ‘bubble’ widgets. It makes it easier to sort by everything including topic, sentiment, or even changes over time, so you can quickly see trending topics, or what’s top of mind for your customers and employees.
6. Product development said goodbye to guesswork
Few tools we’ve launched on the XM Platform have generated as much excitement in recent years as our Conjoint Analysis tool we first unveiled in 2018.
One year on, and we announced some breakthrough updates in 2019, including:
- ‘Willingness to Pay’ - so now you can see which product will have customers
- Imagery - so you can see how aesthetic changes to your product impact its success
- Translations - easily run conjoint analysis across multiple countries, to ensure it’s a global phenomenon come launch day
7. Managers got a lot more help
When it comes to employee engagement, one person has more impact than almost anything your HR team can do — your manager. We know that manager action is one of the biggest drivers of engagement and retention, yet often managers don’t feel they have the tools or knowledge to improve things for their team.
So we launched Guided Action Planning, a new feature in EmployeeXM that guides every manager in the organization through what they need to do to improve the experience for their teams.
It’s all personalized based on your team’s engagement survey responses, highlighting the areas where you need to improve and the specific actions you can take to do it.
8. Brand became everyone's responsibility
Brand has always been a difficult thing to quantify — traditionally owned by the marketing team, it’s affected by so much more than just advertising and messaging. In fact, everything impacts your brand from your products, to your employees, and the experiences you deliver to your customers.
In 2019 we updated our BrandXM product to help you get complete visibility on every experience, and how it impacts your brand. It connects all your experiences together to provide the ultimate barometer of Experience Management.
As well as real-time updates on how your brand is connecting with people at every stage in the funnel, it connects into the systems and processes you’re using throughout the organization, delivering brand insights to everyone in the organization so they can play their part in driving growth.
9. Benefits packages went personalized
Employee benefits research is a long, and often costly endeavour as companies look to pull together the perfect package to appeal to as many people as possible.
Well, the same process that lies behind our conjoint analysis tools (see no. 6 above) can also be applied to employee benefits.
It’s called the Benefits Optimizer and uses employee feedback to automatically build the perfect package for different cohorts of employees. It helps you to design the perfect compensation packages as well as provide more personalized experiences, by being able to customize benefits packages to different groups in the workforce.
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