Customer Experience Management

Turn customers into fanatics

Real-time customer insights that lead to action across the entire organization. Deliver breakthrough customer experiences with the most powerful, agile Experience Management Platform™ .

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Built to master the 3 core elements of CX Success

1

Hear and understand every customer, at every meaningful touchpoint

Start conversations with your customers how and when they prefer — email, SMS, web, mobile apps, wearables, IoT devices, and more.

Get a complete picture of your customer experience with powerful AI automatically reviewing all phone calls, social media, third-party review sites and frontline employees. And with XM directory, you can bring all your experience and operational data into one customer-centric system of record.

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2

Predictive insights at your fingertips

All your feedback is automatically analyzed by Qualtrics iQ to uncover trends, patterns and make powerful predictions about customer behavior. Tailored insights and recommended actions are automatically generated and delivered straight to the right people, so they can focus on the actions that will drive customer satisfaction, spend, and loyalty.

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3

Go beyond insights and drive actions that transform the organization

Respond to customers quickly and deliver new, breakthrough experiences with tools that help you turn insights into actions. From action planning tools and closed-loop ticketing to integrations with all your existing operational systems and software, such as Salesforce.com and JIRA, you’ll be able to deliver actions to the right person in organization and embed customer centricity throughout the organization.

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Deliver breakthrough CX across any use case

A trusted partner on your CX journey


Build a world-class program with our services, train your teams on the skills they’ll need to drive your program forward, and check in regularly to optimize your program once it’s live.

Advisory

  • XM Scientists
  • Customer Success
  • Tech Consultants

Implementation

  • Tech Consultants
  • Solution architects
  • Program Architects

Realization

  • Training & Certification
  • Community Support
  • Customer Success
  • Tech Acct Mgr

Customization

  • Engineering Services

Expert guidance

Whether it’s one of our 120+ partners, the XM Institute or our team of industry-expert XM Scientists, our team is your team and we’re here to help you succeed. From focused help to managing your program end-to-end, we’ll tailor services to your unique needs.


Support at every stage

Day or night, our team is on hand to help, including our 24/7 support team, certified product specialists, technical account managers and a dedicated customer success team.


The world’s best brands turn to Qualtrics to deliver breakthrough customer experiences


Guided programs turbocharge customer experience programs with pre-configured surveys, expert-validated methods, and dashboards tailored to your industry or use case.

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Expert-designed.
Straight out of the box.

Get your CX program up and running faster with XM Solutions—expert-designed solutions featuring proven methodology, guided workflows and time-saving automation.

  • Includes all your feedback collection, dashboards and program roadmaps
  • Tested in some of the world’s most successful organizations and customized for your industry
  • Easy-to-launch relational, transactional and full-journey customer experience programs
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Qualtrics CustomerXM has a 633% ROI

Qualtrics commissioned Forrester Consulting to conduct a Total Economic Impact™ (TEI) study and examine the potential return on investment (ROI) enterprises may realize by deploying its customer experience (CX) platform.

Read the full report here

Ready to take your customer experience to the next level?

What is Customer Experience?

Customer experience (CX) is the total perception someone has of your organization. It’s the cumulation of all the various experiences customers have with your company, and can help:

  • Improve customer retention and loyalty
  • Increase customer share of wallet
  • Optimize customer acquisition
  • Reduce cost to serve
  • Increase brand awareness and equity

You can improve the customer experience by using customer experience management tools to monitor how customers feel, identify areas where you can improve, and acting on customer experience feedback to put those improvements into place. With a good customer experience strategy in place, you can hear the voice of customers at every interaction that matters and invest in new ways of working to deliver breakthrough customer experiences that deliver back to your bottom line.

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