Discover Qualtrics for
Customer Experience

Reporting tells you what already happened. Your program can tell you what's coming—and act before it does. Feedback, behavior, and operational signals connect into intelligence that sharpens with every interaction, so you keep customers you'd otherwise lose.

Resolve customer issues in the moment, not after the fact

Detect dissatisfaction in surveys and tickets as they arrive, then act automatically, providing self-serve answers, resolving issues without additional intervention, or routing critical cases to the right team with full context.
 

500M

Signals analyzed vs. 300K surveys

7%

Gross retention + 10% account value increase

2x

Average order value growth from promoters

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Shaking hands with a customer

All Customer Experience (CX) capabilities

Qualtrics XM Close-Loop Workflows showing an inner loop from feedback to AI response, and an outer loop from pattern detection to ticket creation.
Customer Experience
Voice of Customer

Collect feedback at every critical touchpoint across digital, voice, chat, and social. Measure what drives satisfaction and loyalty, share insights through role-based dashboards, and close the loop before at-risk customers walk away.

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Qualtrics weekly trend chart tracking four hospitality topics — stay, staff experience, weekend getaway, and bill/payment — with stay peaking highest.
Customer Experience
Omnichannel Experience Management

Connect feedback and signals from surveys, calls, chats, social media, and online reviews into one view. Automated text analytics surface what drives satisfaction or frustration so your team acts on the full picture, not fragments.

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Qualtrics Regional Comparison dashboard showing an 86.1% CSAT Top Box score with a state filter and a ranked list of top-performing locations.
Customer Experience
Location Experience Management

Give frontline managers a real-time view of what's happening at their location. Combine survey feedback, online reviews, and closed-loop ticketing in one hub so local teams act on what matters most.

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Qualtrics XM Session Replay showing a booking form with a date validation error flagged after a user clicked the check-out field four times.
Customer Experience
Digital Experience Analytics

See exactly where customers struggle on your site and app. Session replay, heatmaps, and funnel analytics show what's causing friction, while frustration signals like rage clicks quantify the business cost.

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Qualtrics Active Follow-ups panel showing three auto-triggered customer cases in the last 24 hours, including an NPS drop routed to the retention team, a post-purchase dissatisfaction email, and a resolved loop.
Customer Experience
Contact Center Experience Analytics

Analyze 100% of interactions across calls, chats, emails, and social. Industry-tuned text analytics surface the top drivers of call volume, resolution gaps, and customer frustration so you fix root causes, not symptoms.

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Location experience management
Customer Experience
Online Reputation Management

Monitor and respond to reviews across 20-plus sites from one place. With the help of AI, you can generate personalized responses that make customers feel heard. Competitive benchmarking shows where you stand and where to improve.

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Agent effectiveness scores
Customer Experience
Agent Effectiveness

Measure how your AI and human agents perform side by side. Intelligent scoring evaluates 100% of interactions, flags compliance risks, and generates coaching recommendations so every agent improves.

500M

Signals analyzed vs. 300K surveys

$30M

Total ROI across digital optimization, retention improvements, and churn prevention

217pts

Retention points increase through AI-powered predictive intervention

100%

Of cancel calls analyzed for comprehensive churn intelligence vs. limited agent

$7M+

ROI from closed-loop feedback program with automated responses

Related resources

Forrester Wave™: Customer Feedback Management
Forrester Wave™: Customer Feedback Management

In this report, Forrester analyzes and ranks software solutions in the CFM sector, evaluating current offerings, strategy, and customer feedback.

See why Qualtrics is a Leader
The CX Leader's Guide to Proving ROI
The CX Leader's Guide to Proving ROI

Our team of researchers has taken a deep dive into the data, and identified the key insights – and guidance – CX leaders need to know to take action.

Download the report
How Hilton is resolving guests' pain points while they are still at their hotels
How Hilton is resolving guests' pain points while they are still at their hotels

In order to stay ahead in a digital world with rising customer expectations, Hilton led the industry in embracing a modern experience management program with the capability to collect, analyze and respond to guest feedback in real time.

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Learn more about the trends shaping Consumer Experience in 2026
Learn more about the trends shaping Consumer Experience in 2026

Our most recent research lays out a 2026 roadmap for organizations to rebuild trust through reliability and transparency.

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