TOP CUSTOMER EXPERIENCE SOFTWARE

Better the in-person experience. Better the return.

From your first location to your 101st, create consistent, on-brand experiences that keep customers coming back. Location Experience Hub captures and analyzes location-level insights and delivers them in real-time – with an intuitive “at a glance” view designed for swift understanding and action by local teams.

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The world’s
best brands
choose
Qualtrics
XM for Customer Experience

Location-specific Feedback

Empower frontline managers to drive a culture of action

Deliver “on-brand” experiences at every location every time - by empowering your frontline managers with a unified system of listening, understanding and action.

 

  • Consolidated/unified view of customer feedback in one platform and one user interface purposely designed for local teams
  • Location specific feedback in real time from surveys and online reviews
  • Surface insights, sentiment based on customer feedback, and actions needed for every location
Frontline

Real-time insights

Move from rear-window reporting to real-time understanding

Quickly assess where you are exceeding and failing customer expectations… not just last month but this week and today. Prioritize the most important changes to improve operational efficiency, customer acquisition and retention.

 

  • See how survey scores and review ratings are trending over time including weekly and daily views
  • Understand key drivers of positive and negative scores
  • Drill into segments or specific touch points in the customer journey to hone in on key improvement areas
locations 2

AI-powered Text Analytics

Sort the signal from the noise and uncover new insights

Move beyond relying on scores alone by analyzing the words customers use to describe their experiences. Diagnose the root cause of customer experience friction with advanced AI and natural language processing of everything your customers are saying about your brand in multiple feedback channels.

 

  • Augment your survey volumes with online reviews to provide a more robust data set for each location
  • See what customers are saying and feeling about their experience with advanced analytics that detect effort and emotion
  • Uncover new insights that would not have been detected if relying on survey data alone
locations 3

Proactive Service Recovery

Turn negative feedback into customer loyalty

Deliver real-time product and service insights directly to local teams and pre-empt problems before they become an issue.

 

  • Manage and respond to feedback directly in a consolidated “in-box” for your frontline teams
  • Integrate with Qualtrics Platform ticketing, work flows and out-of-the box system integrations to strategically route feedback to the right teams and work tools at the right time
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Ready to see the XM platform in action?

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We are committed to turning customer feedback into real insights for the company and real benefits for the customer—we couldn’t do that without an innovative, end-to-end solution like Qualtrics.

Danny Cox

Director, Customer Support & Insights

JetBlue

How we are driving growth

Experience breakthroughs in every industry

8%

increase in
customer
satisfaction

Improving outcomes for
customers and teams

23

point NPS
increase in
first nine months

Ensuring that every
feedback loop is closed

39%

increase
in case
resolution

Combining CRM and VoC
into a powerful programme

3X

increase in
average customer
lifetime value

Using feedback to make
informed decisions

Qualtrics integrates with the best tools

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