Discover Qualtrics for
Customer Experience

Other platforms report what happened. Qualtrics connects feedback, behaviour, and operational signals into intelligence that learns, predicts, and acts automatically.

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

See how it works
Shaking hands with a customer

All Customer Experience (CX) capabilities

Voice of Customer
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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omnichannel
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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Session replay
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.

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 Centre Experience Analytics

Analyse 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.

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 personalised responses that make customers feel heard. Competitive benchmarking shows where you stand and where to improve.

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 analysed vs. 300K surveys

USD30M

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

217pts

Retention points increase through AI-powered predictive intervention

100%

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

USD7M+

ROI from closed-loop feedback programme with automated responses

Related resources

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

In this report, Forrester analyses 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 have 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, analyse and respond to guest feedback in real time.

Read the story
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 organisations to rebuild trust through reliability and transparency.

Get the full report

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