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Qualtrics XM
    • The Experience
      Management Platform™

      The system of action trusted by 11,000+ of the world’s biggest brands to design and optimize their customer, brand, product, and employee experiences.

      Overview

      Platform Capabilities

      • Ultimate Listening
      • Actions Automation & Workflows
      • Smart Analysis & Recommendations
      • Security & Governance
      • XM Ecosystem
      • XM Directory
      • XM Mobile App
    • Decrease churn. Increase customer lifetime value. Reduce cost to serve.

      Watch Demo Overview

      Products

      • Digital
      • Customer Care
      • Location Based
      • Account Management
      • Foundational CX

      Popular Use Cases

      • Voice of the Customer
      • Net Promoter Score
      • Closed Loop Follow Up
      • Customer Feedback

      Forrester Report

      CustomerXM has a 633% ROI

      Read the full report
    • Attract and retain talent. Increase engagement.
      Improve productivity.

      Watch Demo Overview

      Products

      • Employee Engagement
      • 360 Feedback
      • Benefits Optimizer
      • Technology Experience
      • Back to Business

      Popular Use Cases

      • Action Planning
      • Employee Pulse
      • Onboarding Feedback
      • Exit Diagnostic

      Forrester Report

      Qualtrics Named EX Management Leader by Forrester

      Read the full report
    • Acquire new customers. Increase market share. Improve awareness and perception.

      Overview

      Products & Use Cases

      • Brand Tracking
      • Ad Testing
      • Brand Perception Study
      • Brand Diagnostic
      • Brand Awareness

      Qualtrics MasterSessions

      Brand Experience: From Initial Impact to Emotional Connection

      Watch Now
    • Improve product market fit. Increase share of wallet. Decrease time to market.

      Overview

      Products & Use Cases

      • Pricing Research
      • Concept Testing
      • Market Segmentation
      • Product Naming
      • Product Satisfaction
      • Feature Prioritization

      Qualtrics MasterSessions

      Products Innovators & Researchers

      Watch Now
    • Hear every voice. Uncover breakthrough insights. Design world-class experiences.

      Watch Demo Overview

      Products & Use Cases

      • Enterprise Surveys
      • Experience Research
      • Conjoint Analysis
      • Website Feedback
      • Panel Management

      Webinar

      Foundations of Flexibility: Four Principles of Modern Research

      Watch Webinar now

    • XM Marketplace

      Integrations with the world's leading business software, and pre-built, expert-designed programs designed to turbocharge your XM program.

      Overview

      Solution Type

      • Integrations
      • XM Solution Automated Projects
      • XM Solution Guided Programs
      • Survey Templates
      • Full-Service Research

      Core Experience

      • Brand Experience
      • Customer Experience
      • Employee Experience
      • Product Experience

      Popular Solutions

      • Adobe Integration
      • Marketo Integration
      • Slack Integration
      • Salesforce Integration
      • Pricing Study
      • MaxDiff Analysis
      • Brand Perception
      • NPS Benchmark
    • XM Services

      World-class advisory, implementation, and support services from industry experts and the XM Institute. Whether you want to increase customer loyalty or boost brand perception, we're here for your success with everything from program design, to implementation, and fully managed services.

      Overview

      Advisory

      XM Scientists and advisory consultants with demonstrative experience in your industry

      Learn More

      Implementation

      Technology consultants, engineers, and program architects with deep platform expertise

      Learn More

      Support & Success

      Client service specialists who are obsessed with seeing you succeed

      Learn More

      Research Services

      • Overview
      • Online Sample
      • Competitive Benchmarking
      • Segmentation Research
      • Brand Tracking Research
      • Attitude & Usage Research
      • Solutions for
        Education

        Improve the entire student and staff experience.

        Overview

        Popular Solutions

        • Return to Learn Hub
        • Education Surveys and Academic Research

        Educational Resources

        • Webinar: XM for Continuous School Improvement
        • Case Study: Jackson College
        • Blog: Selecting an Academic Research Platform
      • Solutions for
        Healthcare

        Comprehensive solutions for every health experience that matters.

        Overview

        Popular Solutions

        • Patient Customer Experience
        • Telehealth Digital Experience
        • Provider Engagement Software

        Educational Resources

        • eBook: Experience Management in Healthcare
        • Webinar: Transforming Employee &
          Patient Experiences
        • Blog: Digital Healthcare Transformation
      • Solutions for
        Technology

        Innovate with speed, agility and confidence and engineer experiences that work for everyone.

        Overview

        Popular Solutions

        • Website & App Feedback
        • Digital CX
        • Product Satisfaction
        • CX Account Management

        Educational Resources

        • eBook: Designing a World-Class Digital CX Program
        • Case Study: Fandango
        • eBook: Essential Website Experience Playbook
        • Blog: How to Get App Feedback from Users
      • Solutions for
        Retail & CPG

        Increase customer loyalty, revenue, share of wallet, brand recognition, employee engagement, productivity and retention.

        Overview

        Popular Solutions

        • Retail Customer Experience
        • Supermarket & Grocery Customer Experience
        • Location Based CX

        Educational Resources

        • eBook: Become a Leader in Retail
          Customer Experience
        • eBook: CX in the Retail Industry
        • Case Study: Under Armour
        • Blog: Boost Customer Experience with
          Brand Personalization
      • Solutions for
        Financial Services

        Deliver exceptional omnichannel experiences, so whenever a client walks into a branch, uses your app, or speaks to a representative, you know you’re building a relationship that will last.

        Overview

        Popular Solutions

        • Health Insurance Customer Experience
        • Property & Casualty Insurance Customer Experience
        • Wealth Management Customer Experience
        • Banking Customer Experience

        Educational Resources

        • Case Study: Allianz
        • eBook: Experience Leadership in Financial Services
        • Blog: Reducing Customer Churn for Banks and
          Financial Institutions
        • Blog: Improve CX in Banking
      • Solutions for
        Government

        Design experiences tailored to your citizens, constituents, internal customers and employees.

        Overview

        Popular Solutions

        • Back to Business for Communities
        • Government Remote Work and Employee
          Symptom Check
        • Federal Government Customer Experience
        • Fedramp Security Accreditation

        Educational Resources

        • Webinar: How to Drive Government Innovation
          Through IT
        • Case Study: Provo City
        • Blog: 5 Ways to Build Better Government with
          Citizen Feedback
      • Solutions for
        B2B

        Transform customer, employee, brand, and product experiences to help increase sales, renewals and grow market share.

        Overview

        Popular Solutions

        • B2B Technology & Manufacturing
        • Walker CX Solution for B2B Companies
        • CX Account Management

        Educational Resources

        • Case Study: Microsoft
        • Case Study: Fuji Xerox
        • eBook: Best Practices for B2B CX Management
        • Blog: Best Practices for B2B Customer
          Experience Programs
      • Solutions for
        Travel & Hospitality

        Whether it's browsing, booking, flying, or staying, make every part of the travel experience unforgettable.

        Overview

        Popular Solutions

        • Hotels & Hospitality Customer Experience
        • Airline Customer Experience
        • Location Based CX

        Educational Resources

        • Case Study: Solution for World Class Travel
          Customer Experience
        • Webinar: How Spirit Airlines is Improving the Guest
          Travel Experience
        • Blog: 6 Ways to Create Breakthrough
          Travel Experiences
        • Blog: How to Create Better Experiences in the Hospitality Industry
      • Solutions for
        Automotive

        Drive loyalty and revenue with world-class experiences at every step, with world-class brand, customer, employee, and product experiences.

        Overview

        Popular Solutions

        • Location Based CX
        • Brand Tracking
        • Frontline Connect

        Educational Resources

        • Case Study: BMW
        • CX in the Automotive Industry
        • News: Qualtrics in the Automotive Industry
      • Solutions for
        Media & Telco

        Reach new audiences by unlocking insights hidden deep in experience data and operational data to create and deliver content audiences can’t get enough of.

        Overview

        Popular Solutions

        • Telecommunications Customer Experience
        • Digital CX
        • Brand Tracking

        Educational Resources

        • Case Study: Fandango
        • X4: Market Research Breakthroughs at T-mobile
        • Case Study: Yahoo
      • Solutions for
        Market Research

        Tackle the hardest research challenges and deliver the results that matter with market research software for everyone from researchers to academics.

        Overview

        Popular Solutions

        • Survey Tool
        • Research & Insights
        • Conjoint Analysis
        • Advance Analysis

        Educational Resources

        • Webinar: Four Principles of Modern Research
        • eBook: Handbook of Question Design
        • Case Study: Microsoft
      • Solutions for
        CX Professional

        Monitor and improve every moment along the customer journey; Uncover areas of opportunity, automate actions, and drive critical organizational outcomes.

        Overview

        Popular Solutions

        • Digital CX
        • Customer Care
        • Location Based
        • Account Management
        • Foundational CX

        Educational Resources

        • Qualtrics MasterSessions: Customer Experience
        • eBook: 16 Ways to Capture and Capitalize on
          Customer Insights
        • Case Study: BMW
        • Report: The Total Economic Impact of
          Qualtrics CustomerXM
      • Solutions for
        Human Resources

        With a holistic view of employee experience, your team can pinpoint key drivers of engagement and receive targeted actions to drive meaningful improvement.

        Overview

        Popular Solutions

        • Employee Engagement
        • Training Surveys
        • Employee Pulse Surveys
        • Onboarding Feedback

        Educational Resources

        • Webinar: How HR can Help Employees
          Blaze Their Own Trail
        • Case Study: Volkswagen
        • eBook: The HR Leader's Success Kit
      • Solutions for
        Digital

        Understand the end-to-end experience across all your digital channels, identify experience gaps and see the actions to take that will have the biggest impact on customer satisfaction and loyalty.

        Overview

        Popular Solutions

        • Website App Feedback Surveys
        • Online Reputation Management
        • Digital Customer Experience
        • Adobe Analytics Integration

        Educational Resources

        • Webinar: CX in a Digital Age
        • eBook: Rising to the Top With digital Customer Experience
        • eBook: Humanizing Digital Experience
        • Article: What is Digital Customer Experience Management & How to Improve It
      • Solutions for
        Product Management

        Improve product market fit. Increase share of wallet. Decrease time to market.

        Overview

        Popular Solutions

        • Pricing Research
        • Concept Testing
        • Market Segmentation

        Educational Resources

        • Qualtrics MasterSessions: Products Innovators
          & Researchers
        • eBook: Intro to Product Concept Testing
        • Case Study: Under Armour
      • Solutions for
        Customer Service

        Deliver breakthrough contact center experiences that reduce churn and drive unwavering loyalty from your customers.

        Overview

        Popular Solutions

        • Customer Care
        • Contact Center Customer Experience
        • Customer Service Survey

        Educational Resources

        • Case Study: JetBlue
        • eBook: Distrupt the 2020 Contact Center
        • Webinar: 5 ways to Transform your Contact Center
        • Blog: Superior Customer Service Examples

    Careers

    • Job Openings
    • Qualtrics Life
    • Sales
    • Engineering
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    • Research Services

    About

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    • 5 For The Fight
    • Newsroom
    • Partnerships
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    We're hiring!

    View Careers

    Qualtrics Life

    Read more

    Customers

    • Become an XM Advocate
    • Breakthrough Artist Award
    • Under Armour + Qualtrics
    • BMW + Qualtrics
    • JetBlue + Qualtrics

    Partnerships

    • Become a Partner
    • Accenture + Qualtrics
    • Deloitte Digital + Qualtrics
    • EY + Qualtrics
    • Korn Ferry + Qualtrics

    Under Armour + Qualtrics

    Volkswagen + Qualtrics

    What is XM?

    • Customer Experience
    • Employee Experience
    • Product Experience
    • Brand Experience

    Events & Webinars

    • X4 Summit
    • WorkDifferent
    • Qualtrics MasterSessions

    Resources

    • XM Institute
    • Blog
    • Original Research
    • Case Studies
    • Templates
    • eBooks

    Support

    • Community
    • XM Basecamp
    • Product Roadmap
    • Integrations
    • Training and Certification
    • XM Marketplace

    Explore On-Demand Training & Certification

    Start Learning

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    • Products
      • XM Platform
      • Overview
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      • Ultimate Listening
      • Actions Automation & Workflows
      • Smart Analysis & Recommendations
      • Security & Governance
      • XM Ecosystem
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      • Watch Demo
      • Overview
      • Products
      • Digital
      • Customer Care
      • Location Based
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      • Net Promoter Score
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      • Watch Demo
      • Overview
      • Products
      • Employee Engagement
      • 360 Feedback
      • Benefits Optimizer
      • Technology Experience
      • Back to Business
      • Popular Use Cases
      • Action Planning
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      • Exit Diagnostic
      • Brand XM
      • Overview
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      • Brand Tracking
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      • Product XM
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        • Education
        • Overview
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        • Return to Learn Hub
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        • Blog: Selecting an Academic Research Platform
        • Healthcare
        • Overview
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        • Telehealth Digital Experience
        • Provider Engagement Software
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        • eBook: Experience Management in Healthcare
        • Webinar: Transforming Employee &
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        • Blog: Digital Healthcare Transformation
        • Technology
        • Overview
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        • Website & App Feedback
        • Digital CX
        • Product Satisfaction
        • CX Account Management
        • Educational Resources
        • eBook: Designing a World-Class Digital CX Program
        • Case Study: Fandango
        • eBook: Essential Website Experience Playbook
        • Blog: How to Get App Feedback from Users
        • Retail & CPG
        • Overview
        • Popular Solutions
        • Retail Customer Experience
        • Supermarket & Grocery Customer Experience
        • Location Based CX
        • Educational Resources
        • eBook: Become a Leader in Retail
          Customer Experience
        • eBook: CX in the Retail Industry
        • Case Study: Under Armour
        • Blog: Boost Customer Experience with
          Brand Personalization
        • Financial Services
        • Overview
        • Popular Solutions
        • Health Insurance Customer Experience
        • Property & Casualty Insurance Customer Experience
        • Wealth Management Customer Experience
        • Banking Customer Experience
        • Educational Resources
        • Case Study: Allianz
        • eBook: Experience Leadership in Financial Services
        • Blog: Reducing Customer Churn for Banks and
          Financial Institutions
        • Blog: Improve CX in Banking
        • Government
        • Overview
        • Popular Solutions
        • Back to Business for Communities
        • Government Remote Work and Employee
          Symptom Check
        • Federal Government Customer Experience
        • Fedramp Security Accreditation
        • Educational Resources
        • Webinar: How to Drive Government Innovation
          Through IT
        • Case Study: Provo City
        • Blog: 5 Ways to Build Better Government with
          Citizen Feedback
        • B2B
        • Overview
        • Popular Solutions
        • B2B Technology & Manufacturing
        • Walker CX Solution for B2B Companies
        • CX Account Management
        • Educational Resources
        • Case Study: Microsoft
        • Case Study: Fuji Xerox
        • eBook: Best Practices for B2B CX Management
        • Blog: Best Practices for B2B Customer
          Experience Programs
        • Travel & Hospitality
        • Overview
        • Popular Solutions
        • Hotels & Hospitality Customer Experience
        • Airline Customer Experience
        • Location Based CX
        • Educational Resources
        • Case Study: Solution for World Class Travel
          Customer Experience
        • Webinar: How Spirit Airlines is Improving the Guest
          Travel Experience
        • Blog: 6 Ways to Create Breakthrough
          Travel Experiences
        • Blog: How to Create Better Experiences in the Hospitality Industry
        • Automotive
        • Overview
        • Popular Solutions
        • Location Based CX
        • Brand Tracking
        • Frontline Connect
        • Educational Resources
        • Case Study: BMW
        • CX in the Automotive Industry
        • News: Qualtrics in the Automotive Industry
        • Media & Telco
        • Overview
        • Popular Solutions
        • Telecommunications Customer Experience
        • Digital CX
        • Brand Tracking
        • Educational Resources
        • Case Study: Fandango
        • X4: Market Research Breakthroughs at T-mobile
        • Case Study: Yahoo
      • Role & Team
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        • Survey Tool
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        • Webinar: Four Principles of Modern Research
        • eBook: Handbook of Question Design
        • Case Study: Microsoft
        • CX Professional
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        • Location Based
        • Account Management
        • Foundational CX
        • Educational Resources
        • Qualtrics MasterSessions: Customer Experience
        • eBook: 16 Ways to Capture and Capitalize on
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        • Case Study: BMW
        • Report: The Total Economic Impact of
          Qualtrics CustomerXM
        • Human Resources
        • Overview
        • Popular Solutions
        • Employee Engagement
        • Training Surveys
        • Employee Pulse Surveys
        • Onboarding Feedback
        • Educational Resources
        • Webinar: How HR can Help Employees
          Blaze Their Own Trail
        • Case Study: Volkswagen
        • eBook: The HR Leader's Success Kit
        • Digital
        • Overview
        • Popular Solutions
        • Website App Feedback Surveys
        • Online Reputation Management
        • Digital Customer Experience
        • Adobe Analytics Integration
        • Educational Resources
        • Webinar: CX in a Digital Age
        • eBook: Rising to the Top With digital Customer Experience
        • eBook: Humanizing Digital Experience
        • Article: What is Digital Customer Experience Management & How to Improve It
        • Product Management
        • Overview
        • Popular Solutions
        • Pricing Research
        • Concept Testing
        • Market Segmentation
        • Educational Resources
        • Qualtrics MasterSessions: Products Innovators
          & Researchers
        • eBook: Intro to Product Concept Testing
        • Case Study: Under Armour
        • Customer Service
        • Overview
        • Popular Solutions
        • Customer Care
        • Contact Center Customer Experience
        • Customer Service Survey
        • Educational Resources
        • Case Study: JetBlue
        • eBook: Distrupt the 2020 Contact Center
        • Webinar: 5 ways to Transform your Contact Center
        • Blog: Superior Customer Service Examples
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    Experience Management
    Customer Experience Employee Experience Brand Experience Ricerca di Mercato
    • Experience Management
    • Client Experience

    Customer Experience (EX) Articoli e Risorse


    Abbiamo messo insieme questa vasta e completa selezione di articoli sull'esperienza del cliente per fornirti gli strumenti e le informazioni di cui hai bisogno per gestire, elaborare strategie, misurare ed influenzare tutti gli aspetti dell'esperienza del cliente per la tua attività.

    Seleziona un argomento

    • Digital CX
    • Feedback del Cliente
    • Gestione CX
    • Percorso del Cliente
    • NPS
    • Fidelizzazione del Cliente
    • Soddisfazione del Cliente

    Digital CX

    Trasformazione digitale e Customer Experience: la DCX in breve

    La trasformazione digitale è l’integrazione del digitale nei processi lavorativi di un’azienda, che determina dei cambiamenti essenziali nel modo di operare dell’impresa in questione ma anche del modo in cui questa si interfaccia coi propri clienti. Al centro della Digital Customer Experience (DCX) vi sono appunto tutte queste nuove interfacce digitali con cui gli utenti interagiscono con l’azienda.
    Tempo stimato di lettura 10

    Altri argomenti Digital CX

    Trasformazione digitale e Customer Experience: la DCX in breve
    Tempo stimato di lettura 10
    User Experience: come gestire la UX Research da professionista
    Tempo stimato di lettura 15
    Omnicanalità: all’inseguimento del consumatore su tutti i canali
    Tempo stimato di lettura 11

    Feedback del Cliente

    Cos’è la Voice of the Customer: come dare voce ai tuoi clienti

    Nell'era delle comunicazioni istantanee, dei social e delle review, i consumatori sono più esigenti che mai. Per stare al passo con le aspettative dei clienti, i brand stanno investendo sempre più nei programmi Voice of the Customer (VoC) che utilizzano un processo a ciclo chiuso per monitorare il feedback dei propri clienti.
    Tempo stimato di lettura 8

    Altri argomenti Feedback del Cliente

    Cos’è la Voice of the Customer: come dare voce ai tuoi clienti
    Tempo stimato di lettura 8

    Gestione CX

    Cos’è la Customer Experience

    La Customer eXperience (spesso abbreviata in CX) fa riferimento all’esperienza del cliente nell’arco di tutte le sue interazioni con l’impresa: l’acquisto ma anche l’assistenza clienti ed in generale qualunque interazione con il brand. In altre parole, una buona Customer Experience determina un Customer Journey positivo e quando entrambe funzionano correttamente il cliente ha fiducia nel brand e la fidelizzazione è pressoché assicurata.
    Tempo stimato di lettura 8

    Altri argomenti Gestione CX

    Cos’è la Customer Experience
    Tempo stimato di lettura 8

    Percorso del Cliente

    Cos’è il Customer Journey

    Il Customer Journey non è altro che la storia della “relazione” tra l’impresa e il cliente, che inizia col bisogno di un prodotto e/o servizio e finisce con l’acquisto, un itinerario che il cliente percorre durante il suo rapporto con un’impresa.
    Tempo stimato di lettura 9

    Altri argomenti Percorso del Cliente

    Cos’è il Customer Journey
    Tempo stimato di lettura 9
    Customer lifecycle nell’era digitale: spiegato bene
    Tempo stimato di lettura 9

    NPS

    Net Promoter Score

    Un cliente che non ritorna a usufruire del servizio di un’azienda è un cliente insoddisfatto. Per creare una solida base clienti, è importante fidelizzare. Ma come fare a capire quanto è apprezzato un prodotto o servizio? Ci vorrebbe un parametro che indichi la fedeltà dei clienti, una sorta di punteggio che spieghi chiaramente se un cliente consiglierebbe un’impresa oppure no: a ciò serve il NPS, il Net Promoter Score.
    Tempo stimato di lettura 11

    Altri argomenti NPS

    Net Promoter Score
    Tempo stimato di lettura 11

    Fidelizzazione del Cliente

    Customer Lifetime Value (CLV)

    Customer Lifetime Value (CLV) è un indicatore chiave per l'analisi del comportamento di acquisto dei clienti.
    Tempo stimato di lettura 6

    Altri argomenti Fidelizzazione del Cliente

    Customer Lifetime Value (CLV)
    Tempo stimato di lettura 6

    Soddisfazione del Cliente

    Customer Satisfaction (CSAT)

    Produrre e capitalizzare sono state per molto tempo l’unico focus delle buone pratiche di business. Dagli anni Novanta in poi, per garantire un successo duraturo e costante al proprio business, c’è una nuova parola all’ordine del giorno: fidelizzare. Per scoprire come aumentare la fidelizzazione cliente, la ricerca del Customer Satisfaction Score (CSAT) è entrata a far parte delle indagini di mercato di molte imprese.
    Tempo stimato di lettura 10

    Altri argomenti Soddisfazione del Cliente

    Customer Satisfaction (CSAT)
    Tempo stimato di lettura 10

    L'esperienza del cliente è ciò che determina la sua soddisfazione, lealtà e supporto basandosi sulla qualità delle interazioni durante il suo ciclo di vita.

    Esiste un enorme divario tra le esperienze offerte dalle aziende e le esperienze richieste da una nuova generazione di consumatori. Quando intervistato, l’80% degli amministratori delegati ritiene di offrire un’esperienza superiore, ma solo l’8% dei clienti è d’accordo.

    Questo è il divario dell’esperienza del cliente e ha implicazioni finanziarie significative.

    Uno studio recente ha dimostrato che “le aziende leader nell’esperienza del cliente” crescono 2 volte più velocemente ed operano il 15% più efficacemente rispetto all’azienda media.

    Uno studio separato condotto da Forrester ha rivelato che aziende “CX Leader” hanno superato le aziende che operano con ritardo sulla Customer Experience di quasi 80 punti percentuali negli ultimi 8 anni, in termini di performance sui titoli in borsa.

    Le aziende stanno imparando che una customer experience positiva contribuisce significativamente ai risultati positivi dell’attività.

    Casi di utilizzo più comune

    • NPS
    • Digital CX
    • Sondaggi
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    • Feedback a 360°
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    • Ricerca pricing prodotto
    • Segmentazione del mercato
    • Ricerca nome
    • Piattaforma di sondaggi
    • Reportistica e dashboard
    • Analisi congiunta

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    • Invia un ticket (EN)
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    • Aggiornamento prodotti (EN)
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    Azienda

    • Chi siamo
    • Profili professionali (EN)
    • Collaborazioni (EN)
    • Contatti

    Risorse

    • Clienti
    • Integrazioni (EN)
    • Blog (EN)
    • Eventi (EN)
    • Certificazione
    • Archivio risorse (EN)

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