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The gold standard in XM-
now with the world’s most powerful
conversational analytics

With the acquisition of Clarabridge, the XM platform now includes the
ability to understand emotion, effort
and intent of what your customers and employees are saying, wherever they’re saying it.

The ultimate platform for collecting,
understanding, and taking action on all
forms of
experience data

Understand everything that's happening,
and why

Surface deep insights in real-time with the combined power of iQ™ and Clarabridge’s conversational analytics.

  • Automatically uncover topics and sentiment in open text, surface key drivers of the experiences your customers and employees have and get to the root cause of bad experiences in seconds with iQ™
  • Detect emotion, intent, and effort with 150+ industry-specific natural language understanding (NLU) models that automatically surface
    people’s underlying needs
Mobile screenshot showing how Clarabridge identifies emotion and sentiment in text analysis
Examples of automated action in xFlow - create HubSpot campaign with video on UPS delivery

Automated action to improve experiences
at scale

Drive your experience transformation with the tools to take action to improve individuals’ experiences, while optimising your processes to scale your breakthroughs.

  • Step in to improve the experience for customers and employees in real-time with automated workflows and actions
    through xFlow
  • Drive system-wide process improvements with pre-built, industry-specific improvement drivers in Clarabridge that deliver 
    powerful recommendations

Design personalised customer and employee experiences

Personalise the experience for every customer and employee with automated actions powered by the richest and most accurate experience directory.

  • Enrich your customer and employee Experience ID profiles with emotion, effort, and intensity
  • Automatically trigger actions in xFlow based on a deeper understanding of every customer and employee
Support chat integration screenshot with text analysis including emotion, effort and intensity

Explore the power
of conversational analytics

Mobile screenshot of support chat showing emotion and sentiment analysis

Take the right actions to reduce churn and
drive revenue

Instantly understand customers’ underlying needs from any interaction and trigger intelligent responses at scale. From service recovery to upsell opportunities, you’ll automatically know who to target, with what offer, at every stage 

in the journey.

Identify product issues early and
act fast

Pull in feedback from social media posts, product reviews, support conversations, chat, and more and automatically trigger action based on critical product experience
signals like customer effort.

Computer with product review alert showing the effort, emotion intensity to do with the assembly of a specific product.
Phone showing you can also use clarabridge integrated with slack.

Tackle the issues that really matter to

your employees

Automatically surface key issues from the public channels, like Slack and workplace messaging apps, where your employees are sharing valuable feedback. Anonymise and aggregate comments to identify trending topics of discussion, sentiment and emotion and then flag critical issues to the teams who can take precise action to improve the employee experience. All automatic, and
all in real time.

Create frictionless
digital experiences

Get real-time insights from support calls and chat conversations, and automatically identify the biggest pain points based on Clarabridge’s 150+ out-of-the-box industry models. Use the insights to trigger actions to prioritise your teams’ work to focus on the highest impact improvements.

Topic library feature screenshot showing mobile seat selection issue

Learn more about Qualtrics + Clarabridge