Qualtrics Product & Suite Inclusions

Overview

The Qualtrics product portfolio consists of three suites: XM for Customer Experience, XM for Employee Experience, and XM for Strategy + Research. Each suite includes three products that offer differentiated solutions, which are included or sold as add-ons, as indicated below.

For general definitions of what decrements an interaction, please see our Product Terms.

The following inclusions are highlights from each product and not the comprehensive supported product list.

XM for Customer Experience

Stop customer issues from becoming lost revenue: XM for Customer Experience is software to immediately surface customer friction and guide frontline teams in the moment to better serve clients. Drive company-wide improvement—across processes, products, and digital properties—to increase customer lifetime value.

Give frontline teams the best AI-guided customer experience software with tailored solutions for efficient resolutions in contact centers, locations, and digital channels including automatic identification of the most costly friction points in omni-channel experiences.

	Frontline  Digital	Frontline Care	Frontline Locations	XM for Customer Experience
Website & Mobile App Feedback – Bring together all your digital and mobile app feedback, remembering what customers told you, and responding on the right channels.	✓			✓
Digital Experience Analytics – Optimize digital experiences at scale with session replay and behavioral analytics.	Add-On			Add-On
Customer Journey Optimizer – Increase customer satisfaction and spend by directing users along the customer journey, bypassing friction points, and fixing drop-off points.	Add-On			Add-On
Contact Center Analytics – Uncover the cause of customer friction (or delight) across calls, emails, chat, and more with AI-powered analytics and deliver vital, insights to your frontline.		✓		✓
Quality Management & Compliance – Automatically and intelligently score 100% of customer interactions to deliver agent coaching and improve the customer experience while reducing costs.		Add-On		Add-On
Real-Time Agent Productivity		Add-On		Add-On
Online Reputation & Review Management			✓	✓
Location Frontline Team Assist			✓	✓
Location Feedback Analytics			✓	✓

Looking for more detail? See XM for Customer Experience details.

*Includes 10 interactions/employee/year

Looking for more detail? See XM for Employee Experience details.

XM for Strategy + Research

Research to ROI, On repeat: XM for Strategy + Research is software for advanced quantitative and qualitative research to design products people love, increase market share, and build enduring brands that accelerate growth.

	Strategic Research	Strategic UX (Future)	Strategic Brand	XM for Strategy + Research
Quant Survey Platform: A robust, flexible research platform that is customizable to fit all organizational needs.	✔	✔	✔	✔
Qual Research: Conduct smarter, faster research by bringing quantitative and qualitative techniques and analysis together.	✔			✔
Audience & Panel Management: Recruit, manage and reward panelists without leaving the platform.	✔			✔
Research & Insights Management: Get more ROI out of your research.	✔			✔
Video-First UX Research: Measure the effectiveness of user experience design by analyzing user behavior, feedback, and metrics. Ensure that your product is user-friendly and meets their needs.		✔		✔
Usability: Evaluate the ease of use and intuitiveness of a product’s interface by measuring how well users can complete tasks, then identify areas for improvement in the design.		✔		✔
Concept Testing: Launch concept tests in minutes and get real-time results through pre-configured reports and data analysis.		✔		✔
Brand Health Tracking: Track your brand performance and respond to opportunities and challenges in your market.			✔	✔
Conversational Brand Analytics: Keep your finger on the pulse of sentiment, loyalty, and intent at every stage in the brand journey by tuning in to the conversations people are having about your brand.			✔	✔

Looking for more detail? See XM for Strategy + Research details.

XM for Customer Experience

Stop customer issues from becoming lost revenue: XM for Customer Experience is software to immediately surface customer friction and guide frontline teams in the moment to better serve clients. Drive company-wide improvement—across processes, products, and digital properties—to increase customer lifetime value.

XM for Customer Experience Suite

The XM for Customer Experience suite includes all of the elements highlighted in each of its component SKUs.

• Voice Transcription: Ability to create a voice transcript from an audio file that is then used for Conversational Analytics capabilities.
• Advanced Closed loop ticketing: A feature that closes customer issues at scale using automated ticketing and personalized, role-based dashboards; also includes follow-up details surveys, file attachments, and editable ticket scorecards.
• Conversational Analytics access to Admin Platform: Ability to perform advanced Conversational Analytics, including Natural Language Processing of calls, chats, articles, and other ingestion types; Natural Language understanding; customization to topic libraries, sentiment scores, and other enrichment; web collection, and export API.
• Conversational analytics ticketing: Ability to create close-loop tickets and integrate into xFlow.
• Conversational analytics dashboard: Ability to see, organize, and analyze conversational analytics.
• Website & App Feedback: A tool that allows the user to embed links and surveys to capture the voice of customer for their digital experience both on website and apps
• Advanced Digital Creatives (Embedded feedback, Custom HTML): Extensive library of creatives/invitation style windows to interact with user at the right place, at the right moment, that is on brand with the look and feel of your website and app experience
• Advanced targeting logic: Targeting of intercepts based off page abandonment, time on page and other logic
• Digital Experience Metrics: Proven methodology to increase customer spend on digital experiences
• Location Entity + Location Selector Question Type: Allows customers to easily find their desired location of service, and enhances location data management.
• Online Reputation Management: Google and Facebook Ingestion & Solicit Reviews: Capabilities for analyzing, replying, and soliciting online reviews from Google and Facebook.
• Search the Web for Online Reputation Management: Adds Search the Web functionality for ORM ingestion, including sites like Yelp and DealerRater.
• On the Spot Rewards: Operationalize and streamline celebration activities.
• CX Location Newsletter: Allows CX Program managers to send out newsletters to Location Managers that include XM insights.
• Role-Based Access Control In the context of XM Directory, allows gating of access based on roles assigned to users.
• Vanity URL: A feature that allows the user to rebrand their URL, removing Qualtrics’ name entirely.
• XM Directory: A single system of record for every interaction
• XM Directory automation: Allows automated survey distributions through XM Directory.
• xFlow /workflow Engine: Receive alerts and notifications for key events and integration with Actions framework, that help you understand what is important and take relevant action.
• Advanced Text iQ: Qualtrics’ text analysis tool that measures qualitative data by applying advanced natural language processing over raw text to transform thoughts and conversations into meaningful and actionable insights; categories including actionability, effort, emotion, and emotional intensity.
• Advanced stats IQ: a suite of statistical analytics tools (includes Describe, Relate, Regress, Pivot Tables)
• Predict IQ: ​​Predict iQ leverages deep learning neural networks to identify customers and accounts likely to churn, and provides the visibility to know what is driving that behavior
• Expert Review: digital reviewer that improves survey response quality through 1) compliance assist: Builds on ExpertReview and helps in identifying if your question will collect highly sensitive or personal data, as outlined by your organization. 2) methodology review: Suggests best practices in surveys, turning first-time survey-builders into survey methodology experts and 3) response quality control: bot detection, straight line answers and etc
• CrossXM Reporting and Analysis: this enables to combine EX, BX + CX data into one dataset, and analyze experience data for key drivers that impact your organization
• SMS Distribution: Qualtrics SMS distributions help you reach your audience through mobile devices and collect on-the-go pocket feedback

Enterprise grade features include:

• Data isolation: An extra layer of data encryption (256-bit encryption) to protect extra-sensitive responses
• SSO (requires paid configuration service): Allows users to log into Qualtrics using their organization’s internal login system.
• GDPR one-touch: Customers can better manage obligations under the GDPR Right to Erasure requests. Conveniently delete personal data stored in survey responses, tickets, and contacts, no matter where the data originated
• Sensitive Data Handling and Policy Exemptions: a sensitive data policy set up and reviewed by brand admins to flag any inappropriate data collection; also include a way to mark surveys exempt from sensitive data policy violations

Extensions include:

• CRM: Salesforce, Hubspot, Microsoft, Dynamics 365
• Chat & Communication: Facebook, Slack, WhatsApp, Zoom, MS Teams
• Marketing Automation: Marketo, Acoustic
• Digital Experience: Adobe Analytics, ContentSquare / Clicktale, Decibel, Google Analytics (requires additional implementation fees), Quantum Metric, Fullstory, Adobe Launch, SessionCam, LogRocket
• Commerce: SAP Commerce Cloud
• Online Reputation Management – Digital Product & App: ReviewTrackers
• Video Analytics: VoxPopMe
• Help Desk & Support: Freshworks, Salesforce Service Cloud, ServiceNow, Zendesk, Jira Software, SAP Service Cloud
• Customer Data Platform: SAP Customer Data Cloud
• Identity & Access Management: SSO with Okta, Centrify, Azure, Google, Onelogin, Ping Identity, NetIQ, Salesforce
• Incentive Management: Rybbon, Tango Card, Tremendous
• Digital Product Analytics: Pendo
• Contact Center: Genesys, Five9 and Amazon Connect
• IVR & CATI: ICR Tech Group, Sawtooth
• Productivity: Google Sheet, Google Drive, Google Calendar

XM solutions (pre-built program listening posts designed by Qualtrics experts to quickly plug & play into experience programs) include:

• E-commerce Experience optimization
• Digital Customer Preference center
• In-app UX optimization
• Digital Support Optimization
• B2B Digital Channel Accelerator
• Relationship Health
• Community Pulse
• Getting started with Digital Feedback
• Industry Accelerator for Corporate: retail banking for Banks & Credit Unions
• Government Web Experience
• Quality Management (Customer Care QA)
• Customer Care Quick-start

Frontline Digital

Optimize Digital experience at Scale to drive up conversion rates, increase CSAT and reduce cost to serve.

Solutions:
Website & Mobile App Feedback: Bring together all your digital and mobile app feedback, remembering what customers told you, and responding on the right channels.
Digital Experience Analytics (Add-On): Optimize digital experiences at scale with session replay and behavioral analytics. Get a deeper understanding of broken digital journeys and how to fix them. Detect anomalous digital behavior and automate page classification for cleaner insights generation.
Customer Journey Optimizer (Add-On): Increase customer satisfaction and spend by directing users along the customer journey, bypassing friction points, and fixing drop-off points.

Key Features include:

• Website & App Feedback: A tool that allows the user to embed links and surveys to capture the voice of customer for their digital experience both on website and apps
• Advanced Digital Creatives (Embedded feedback, Custom HTML): Extensive library of creatives/invitation style windows to interact with user at the right place, at the right moment, that is on brand with the look and feel of your website and app experience
• Advanced targeting logic: Targeting of intercepts based off page abandonment, time on page and other logic
• Digital Experience Metrics: Proven methodology to increase customer spend on digital experiences
• Role-Based Access Control In the context of XM Directory, allows gating of access based on roles assigned to users.
• Vanity URL: A feature that allows the user to rebrand their URL, removing Qualtrics’ name entirely.
• XM Directory: A single system of record for every interaction
• XM Directory automation: Allows automated survey distributions through XM Directory.
• xFlow /workflow Engine: Receive alerts and notifications for key events and integration with Actions framework, that help you understand what is important and take relevant action.
• Advanced Text iQ: Qualtrics’ text analysis tool that measures qualitative data by applying advanced natural language processing over raw text to transform thoughts and conversations into meaningful and actionable insights; categories including actionability, effort, emotion, and emotional intensity.
• Advanced stats IQ: a suite of statistical analytics tools (includes Describe, Relate, Regress, Pivot Tables)
• Predict IQ: ​​Predict iQ leverages deep learning neural networks to identify customers and accounts likely to churn, and provides the visibility to know what is driving that behavior
• Expert Review: digital reviewer that improves survey response quality through 1) compliance assist: Builds on ExpertReview and helps in identifying if your question will collect highly sensitive or personal data, as outlined by your organization. 2) methodology review: Suggests best practices in surveys, turning first-time survey-builders into survey methodology experts and 3) response quality control: bot detection, straight line answers and etc
• Closed loop ticketing: A feature that closes customer issues at scale using automated ticketing and personalized, role-based dashboards
• CrossXM Reporting and Analysis: this enables to combine EX, BX + CX data into one dataset, and analyze experience data for key drivers that impact your organization
• SMS Distribution: Qualtrics SMS distributions help you reach your audience through mobile devices and collect on-the-go pocket feedback

Enterprise grade features include:

• Data isolation: An extra layer of data encryption (256-bit encryption) to protect extra-sensitive responses
• SSO (requires paid configuration service): Allows users to log into Qualtrics using their organization’s internal login system.
• GDPR one-touch: Customers can better manage obligations under the GDPR Right to Erasure requests. Conveniently delete personal data stored in survey responses, tickets, and contacts, no matter where the data originated
• Sensitive Data Handling and Policy Exemptions: a sensitive data policy set up and reviewed by brand admins to flag any inappropriate data collection; also include a way to mark surveys exempt from sensitive data policy violations

Extensions include:

• CRM: Salesforce, Hubspot, Microsoft, Dynamics 365
• Chat & Communication: Facebook, Slack, WhatsApp, Zoom, MS Teams
• Marketing Automation: Marketo, Acoustic
• Digital Experience: Adobe Analytics, ContentSquare / Clicktale, Decibel, Google Analytics (requires additional implementation fees), Quantum Metric, Fullstory, Adobe Launch, SessionCam, LogRocket
• Commerce: SAP Commerce Cloud
• Online Reputation Management – Digital Product & App: ReviewTrackers
• Video Analytics: VoxPopMe
• Customer Data Platform: SAP Customer Data Cloud
• Identity & Access Management: SSO with Okta, Centrify, Azure, Google, Onelogin, Ping Identity, NetIQ, Salesforce
• Incentive Management: Rybbon, Tango Card, Tremendous
• Digital Product Analytics: Pendo
• Productivity: Google Sheet, Google Drive, Google Calendar

XM Solutions include:

• E-commerce Experience optimization
• Digital Customer Preference center
• In-app UX optimization
• Digital Support Optimization
• B2B Digital Channel Accelerator
• Relationship Health
• Community Pulse
• Getting started with Digital Feedback
• Industry Accelerator for Corporate: retail banking for Banks & Credit Unions

Digital Experience Analytics (add-on to Digital Frontline)

• Frustration Signal Detection: Frustration signals help you identify your application’s highest points of user friction by surfacing moments when users exhibit frustration. Replays provide video evidence of the actions users take when they exhibit signs of frustration (rage, error, mouse, dead clicks) for mobile web and desktop.
• Digital Experience Analytics Frustration Targeting: Intercept frustrated web experiences while they are happening to reduce churn.
• Session Replay: Ability to watch a single session that may contain multiple page views, events, survey responses, and transactions.
• Single Tag deployment: Session replay leverages the same java code snippet that is included in all intercepts associated with your Website / App Insights project. If you’ve already deployed this snippet, then all you need to do is activate session recording.
• DXA Purpose Built Dashboard w/ X+O Data Visualization: A new digital experience analytics dashboard that provides a complete picture of the customer’s digital experience (VOC + Frustration Signals + Sentiment + Session Replay). It enables visualization and analytics to help brands understand the root cause of customer behavior (the “why”) and quantify the most pressing digital experience gaps to prioritize leveraging the new Digital Opportunities widget.
• Opportunity Value: It’s an annualized estimation of how much potential revenue you could make by fixing customer frustrations.
• Masking & Data Privacy: Ability to mask PII data so that it is not captured in the session recording. For maximum safety, masking of PII is done client-side – that is, in the browser during the session capture, before it’s sent to Qualtrics servers
• Manage Sessions: Self-serve delete sessions to stay in compliance with data privacy

Frontline Care

Omnichannel analytics and Al-powered automation keeps every customer happy—while reducing cost to serve.

• CONTACT CENTER ANALYTICS: Uncover the cause of customer friction (or delight) across calls, emails, chat, and more with AI-powered analytics and deliver vital insights to your frontline.
• QUALITY MANAGEMENT & COMPLIANCE (add-on): Automatically and intelligently score 100% of customer interactions to deliver agent coaching and improve the customer experience while reducing costs.
• REAL-TIME AGENT PRODUCTIVITY (add-on): Boost frontline productivity by automatically summarizing and evaluating calls and surface insights to help coach managers / agents with personalized training. Improved with semantic search for better real-time knowledge base access and better automated summaries.

Key Features:

• Voice Transcription: Ability to create a voice transcript from an audio file that is then used for Conversational Analytics capabilities.
• Advanced Closed loop ticketing: A feature that closes customer issues at scale using automated ticketing and personalized, role-based dashboards; also includes follow-up details surveys, file attachments, and editable ticket scorecards.
• Conversational Analytics access to Admin Platform: Ability to perform advanced Conversational Analytics, including Natural Language Processing of calls, chats, articles, and other ingestion types; Natural Language understanding; customization to topic libraries, sentiment scores, and other enrichment; web collection, and export API.
• Conversational analytics ticketing: Ability to create close-loop tickets and integrate into xFlow.
• Conversational analytics dashboard: Ability to see, organize, and analyze conversational analytics.
• Role-Based Access Control In the context of XM Directory, allows gating of access based on roles assigned to users.
• Vanity URL: A feature that allows the user to rebrand their URL, removing Qualtrics’ name entirely
• XM Directory: A single system of record for every interaction
• XM Directory automation: Allows automated survey distributions through XM Directory.
• xFlow /workflow Engine: Receive alerts and notifications for key events and integration with Actions framework, that help you understand what is important and take relevant action.
• Advanced Text iQ: Qualtrics’ text analysis tool that measures qualitative data by applying advanced natural language processing over raw text to transform thoughts and conversations into meaningful and actionable insights; categories including actionability, effort, emotion, and emotional intensity.
• Advanced stats IQ: a suite of statistical analytics tools (includes Describe, Relate, Regress, Pivot Tables)
• Predict IQ: ​​Predict iQ leverages deep learning neural networks to identify customers and accounts likely to churn, and provides the visibility to know what is driving that behavior
• Expert Review: digital reviewer that improves survey response quality through 1) compliance assist: Builds on ExpertReview and helps in identifying if your question will collect highly sensitive or personal data, as outlined by your organization. 2) methodology review: Suggests best practices in surveys, turning first-time survey-builders into survey methodology experts and 3) response quality control: bot detection, straight line answers and etc
• CrossXM Reporting and Analysis: this enables to combine EX, BX + CX data into one dataset, and analyze experience data for key drivers that impact your organization
• SMS Distribution: Qualtrics SMS distributions help you reach your audience through mobile devices and collect on-the-go pocket feedback

Enterprise grade features include:

• Data isolation: An extra layer of data encryption (256-bit encryption) to protect extra-sensitive responses
• SSO (requires paid configuration service): Allows users to log into Qualtrics using their organization’s internal login system.
• GDPR one-touch: Customers can better manage obligations under the GDPR Right to Erasure requests. Conveniently delete personal data stored in survey responses, tickets, and contacts, no matter where the data originated
• Sensitive Data Handling and Policy Exemptions: a sensitive data policy set up and reviewed by brand admins to flag any inappropriate data collection; also include a way to mark surveys exempt from sensitive data policy violations

XM solutions (pre-built program listening posts designed by Qualtrics experts to quickly plug & play into experience programs) include but not limited to:

• Quality Management (Customer Care QA)
• Customer Care Quick-start
• Relationship Health
• Community Pulse
• Getting started with Digital Feedback

Supported Extensions to 3rd Parties include but are not limited to:

• Contact Center: Genesys, Five9 and Amazon Connect
• CRM: Salesforce, Microsoft Dynamics, and Hubspot
• Help Desk & Support: Freshworks, Zendesk, ServiceNow, Jira (Atlassian), Salesforce Service Cloud, and SAP Service Cloud
• IVR & CATI: ICR Tech Group, Sawtooth
• Online Reputation Management: ReviewTrackers, Grade.us, and Reputation.com
• Productivity: Google Sheet, Google Drive, Google Calendar

Contact Center Quality Management (add-on to Frontline Care)

Qualtrics AI-powered quality management solution scores every interaction in real time so customers know how every agent is doing, and know every lever to pull to improve the experience for customers while reducing operational costs.

Key Features:

• Intelligent Scoring: Automated scoring of call transcripts and chats along compliance- or training-related metrics using the Discover platform.

Agent Productivity Solution (add-on to Frontline Care)

Turn AI into an agent’s best friend with our industry-leading natural language understanding and machine learning capabilities. Drive loyalty by guiding every customer conversation toward the best outcome as it happens with Real-Time Agent Assist. By giving agents the coaching, tools, and the time to deliver world-class CX, satisfaction rises, efficiency increases, and loyalty lasts longer.

Key Features:

• Automated Call Summaries: Automated summaries of contact center calls and chats available immediately post interaction, including call duration, points discussed, and key outcomes.
• Real-time Agent Assist: Automated assistance to an agent in real time that points to knowledge base articles, monitors sentiment, and recommends next steps.

Frontline Locations

Turn every physical interaction into an opportunity to increase revenue and customer loyalty.

Solutions:

• LOCATION FEEDBACK ANALYTICS: Resolve customer issues faster to reduce churn and increase loyalty through location feedback programs; Automatically surface emerging trends using social data at an individual location
• ONLINE REPUTATION + REVIEW MANAGEMENT: Prompt customers to share their experiences and get more online reviews to drive foot traffic and increase sales, plus mine social for insights. Automatically write responses.
• LOCATIONS FRONTLINE TEAM ASSIST: Use AI to analyze employee feedback across multiple sources and surface insights on where managers need to focus to improve engagement and retention. Receive top three recommended action items in inboxes weekly without having to go to dashboards.

Key Features:

• Location Entity + Location Selector Question Type: Allows customers to easily find their desired location of service, and enhances location data management.
• Online Reputation Management: Google and Facebook Ingestion & Solicit Reviews: Capabilities for analyzing, replying, and soliciting online reviews from Google and Facebook.
• Search the Web for Online Reputation Management: Adds Search the Web functionality for ORM ingestion, including sites like Yelp and DealerRater.
• On the Spot Rewards: Operationalize and streamline celebration activities.
• CX Location Newsletter: Allows CX Program managers to send out newsletters to Location Managers that include XM insights.
• Advanced Closed loop ticketing: A feature that closes customer issues at scale using automated ticketing and personalized, role-based dashboards; also includes follow-up details surveys, file attachments, and editable ticket scorecards.
• Conversational Analytics access to Admin Platform: Ability to perform advanced Conversational Analytics, including Natural Language Processing of social reviews, articles, and other ingestion types; Natural Language understanding; customization to topic libraries, sentiment scores, and other enrichment; web collection, and export API.
• Conversational analytics ticketing: Ability to create close-loop tickets and integrate into xFlow.
• Conversational analytics dashboard: Ability to see, organize, and analyze conversational analytics
• Vanity URL: A feature that allows the user to rebrand their URL, removing Qualtrics’ name entirely
• XM Directory: A single system of record for every interaction
• XM Directory automation: Allows automated survey distributions through XM Directory.
• xFlow /workflow Engine: Receive alerts and notifications for key events and integration with Actions framework, that help you understand what is important and take relevant action.
• Advanced Text iQ: Qualtrics’ text analysis tool that measures qualitative data by applying advanced natural language processing over raw text to transform thoughts and conversations into meaningful and actionable insights; categories including actionability, effort, emotion, and emotional intensity.
• Advanced stats IQ: a suite of statistical analytics tools (includes Describe, Relate, Regress, Pivot Tables)
• Predict IQ: ​​Predict iQ leverages deep learning neural networks to identify customers and accounts likely to churn, and provides the visibility to know what is driving that behavior
• Expert Review: digital reviewer that improves survey response quality through 1) compliance assist: Builds on ExpertReview and helps in identifying if your question will collect highly sensitive or personal data, as outlined by your organization. 2) methodology review: Suggests best practices in surveys, turning first-time survey-builders into survey methodology experts and 3) response quality control: bot detection, straight line answers and etc
• CrossXM Reporting and Analysis: this enables to combine EX, BX + CX data into one dataset, and analyze experience data for key drivers that impact your organization
• SMS Distribution: Qualtrics SMS distributions help you reach your audience through mobile devices and collect on-the-go pocket feedback

Enterprise grade features include:

• Data isolation: An extra layer of data encryption (256-bit encryption) to protect extra-sensitive responses
• SSO (requires paid configuration service): Allows users to log into Qualtrics using their organization’s internal login system.
• GDPR one-touch: Customers can better manage obligations under the GDPR Right to Erasure requests. Conveniently delete personal data stored in survey responses, tickets, and contacts, no matter where the data originated
• Sensitive Data Handling and Policy Exemptions: a sensitive data policy set up and reviewed by brand admins to flag any inappropriate data collection; also include a way to mark surveys exempt from sensitive data policy violations
• Role-Based Access Control In the context of XM Directory, allows gating of access based on roles assigned to users.

XM solutions (pre-built program listening posts designed by Qualtrics experts to quickly plug & play into experience programs) include but not limited to:

• Relationship Health
• Community Pulse
• Getting started with Digital Feedback
• Industry Accelerator for Corporate: retail banking for Banks & Credit Unions
• Government Web Experience

Extensions include but are not limited to:

• CRM: Salesforce, Microsoft Dynamics, and Hubspot
• Customer Loyalty: Annex Cloud
• Help Desk & Support: Freshworks, Zendesk, ServiceNow, Jira (Atlassian), Salesforce Service Cloud, and SAP Service Cloud
• Online Reputation Management: ReviewTrackers, Grade.us, and Reputation.com
• Productivity: Google Sheet, Google Drive, Google Calendar

CX Foundational

Build an always-on program that empowers teams with actionable insight to drive growth and foster customer loyalty.

Key Features:

• Survey Builder, Advanced Question Types, and Survey Flow Editor: Ability to run a CX Voice of Customer program with basic and advanced survey capabilities, customer effort scores, and more.
• Website Feedback Basic: Starting to listen to feedback from your digital website using basic targeting conditions and creative types
• Role-Based Access Control In the context of XM Directory, allows gating of access based on roles assigned to users.
• Vanity URL: A feature that allows the user to rebrand their URL, removing Qualtrics’ name entirely
• XM Directory: A single system of record for every interaction
• XM Directory automation: Allows automated survey distributions through XM Directory.
• xFlow /workflow Engine: Receive alerts and notifications for key events and integration with Actions framework, that help you understand what is important and take relevant action.
• Advanced Text iQ: Qualtrics’ text analysis tool that measures qualitative data by applying advanced natural language processing over raw text to transform thoughts and conversations into meaningful and actionable insights; categories including actionability, effort, emotion, and emotional intensity.
• Advanced stats IQ: a suite of statistical analytics tools (includes Describe, Relate, Regress, Pivot Tables)
• Predict IQ: ​​Predict iQ leverages deep learning neural networks to identify customers and accounts likely to churn, and provides the visibility to know what is driving that behavior
• Expert Review: digital reviewer that improves survey response quality through 1) compliance assist: Builds on ExpertReview and helps in identifying if your question will collect highly sensitive or personal data, as outlined by your organization. 2) methodology review: Suggests best practices in surveys, turning first-time survey-builders into survey methodology experts and 3) response quality control: bot detection, straight line answers and etc
• Closed loop ticketing: A feature that closes customer issues at scale using automated ticketing and personalized, role-based dashboards
• CrossXM Reporting and Analysis: this enables to combine EX, BX + CX data into one dataset, and analyze experience data for key drivers that impact your organization
• SMS Distribution: Qualtrics SMS distributions help you reach your audience through mobile devices and collect on-the-go pocket feedback

Enterprise grade features include:

• Data isolation: An extra layer of data encryption (256-bit encryption) to protect extra-sensitive responses
• SSO (requires paid configuration service): Allows users to log into Qualtrics using their organization’s internal login system.
• GDPR one-touch: Customers can better manage obligations under the GDPR Right to Erasure requests. Conveniently delete personal data stored in survey responses, tickets, and contacts, no matter where the data originated
• Sensitive Data Handling and Policy Exemptions: a sensitive data policy set up and reviewed by brand admins to flag any inappropriate data collection; also include a way to mark surveys exempt from sensitive data policy violations

Extensions Include but are not limited to:

• CRM: Salesforce, Hubspot, Microsoft Dynamics 365
• Help Desk & Support: Freshworks, Salesforce Service Cloud, ServiceNow, Zendesk, Jira Software, SAP Service Cloud
• Chat & Communication: Facebook, Slack, WhatsApp, Zoom, MS Teams
• Marketing Automation: Marketo, Acoustic
• Customer Data Platform: SAP Customer Data Cloud
• Identity & Access Management Package: SSO with Okta, Centrify, Azure, Google, Onelogin, Ping Identity, NetIQ, Salesforce
• Video Analytics: VoxPopMe
• Incentive Management: Rybbon, Tango Card, Tremendous

XM solutions include but not limited to:

• Relationship Health
• Community Pulse
• Getting started with Digital Feedback
• Industry Accelerator for Corporate: retail banking for Banks & Credit Unions
• Government Web Experience

Customer Journey Optimizer (suite add-on)

Increase customer satisfaction and spend by directing users to where they want to go along the customer journey, bypassing friction points, and fixing drop-off points.

• Omni-Channel Path Analysis: Visualize customer journeys, via Sankey diagram, as customers interact across channels and key moments in the journey, allowing the user to see points of friction and drop off in the journey, including the ability to create detailed filtering to drill into time periods and cohorts.
• X+O Data Visualization: Understand not only what customers are doing in their journeys, but also understand how they feel about the experiences they are receiving, with the ability to view extracted themes / topics with their sentiment (+/-). This includes the ability to create detailed filtering to drill into time periods and cohorts.
• Omni-Channel Milestone / Moment Analysis: Understand key metrics related to how customers are experiencing key moments in the journey, and how customers are flowing in and out of those key moments, and drill-down into milestone topics / themes with related sentiment. This includes the ability to create detailed filtering to drill into time periods and cohorts.
• Omni-Channel Journey Outcome Reporting: Understand how effectively your customers are accomplishing desired journey outcomes by status (“Success” v “Failure”) and by outcome. This includes the ability to create detailed filtering to drill into time periods and cohorts.
• Omni-Channel Journey Session Tracking and Event Synchronization: Configure Journey Session tracking at different zoom levels – from macro journeys spanning weeks or months, to micro journeys spanning hours or days – with signals spanning multiple engagement channels.
• Orchestration Configuration / Definition: Define the most important key moments within the journey, and define the activation rules / logic that will be used in triggering optimizations to customers
• Journey Testing / Validation: Test and validate journey designs with historic data or with manually generated CSV based data sets with results displayed as a path based visualization (Sankey diagram)

CJO is only available as an add-on to the XM for Customer Experience suite.

Healthcare

Discover how to take the right actions, at the right time, to continuously improve every experience for healthcare providers, patients, caregivers, and employees.

Healthcare customers get additional distinct features depending on the underlying product they purchase. A non-comprehensive list is below:

If Frontline Foundational Purchased:

• CAHPS (Software, RS add-on): View CAHPS results alongside real-time data to quickly identify ways to improve the patient experience. Understand, analyze, and act quickly on patient feedback while fulfilling regulatory requirements.
• Site of Care Survey Solution: Jump-start your modern patient experience program with: Surveys built by industry experts & validated by leading healthcare providers and benchmarks.
• Magnet: The Magnet® widget calculates patient experience performance according to Magnet’s® eligibility criteria and displays it in a table.
• HealthConnect Integration: Instantly and securely extract data from electronic medical record (EMR) systems and streamline administration throughout the patient experience journey with the Qualtrics Health Connect integration.

If Frontline Location Purchased:

• Everything in Foundational
• Provider Transparency: Integration with RatingsMD to push patient feedback out to the customers website.
• Patient Experience Benchmark: Compares patient experiences across 500 hospitals in the U.S. (all 50 states and Washington D.C.). This benchmark enables Qualtrics customers to evaluate performance against their competitors, set goals, and satisfy regulatory reporting requirements including Magnet and CAHPS.
• Complaints and Grievances Solution: A dynamic system for listening, acting and reporting to help organizations deliver better care, build affinity and loyalty, and adhere to regulatory requirements by better managing patient feedback cycles.
• Rounding: Cultivating patient trust with a rounding system of action. Know to round and when, capture and respond to improvement and recognition feedback, utilize historical rounding data to inform the next interaction. Compliments regulatory surveying and creates a 360 view of experience across the organization.

If Frontline Care Purchased:

• Everything in Foundational

If Frontline Digital Purchased:

• Everything in Foundational
• Telehealth XM Solution: Enables providers to listen to patient feedback after a telehealth visit, understand the experience, and take action to make changes and improvements.

XM for Employee Experience

Power to your people, at every level: XM for Employee Experience is software to build engaged and high-performing teams, improve manager and individual effectiveness, and make informed and timely business decisions.

XM for Employee Experience Suite

• Employee Engagement: Conduct an annual, bi-annual or quarterly census survey with Qualtrics expert-built EX25 methodology and role-based dashboards, or customize for your organization.
• Pulse: Automate quarterly, monthly or weekly pulse surveys, with optional question rotation and sampling. Real-time trends for leaders, HR and managers provide frequent feedback touchpoints and insights.
• Employee Research: Unlimited and flexible internal surveys for ad hoc feedback including topics like DEI, ESG, employee well-being, and more.
• Experience Optimizer: Intuitive step-by-step workflows that guide the set up, deployment, and pre-configured cost-benefit analysis to gain insights on employee preferences around benefits, office design, EVP and more.
• Candidate Experience: Event-based candidate surveys that are triggered to candidates as they pass certain milestones (e.g. apply, screen, interview, offer).
• Employee Lifecycle: Event-based employee surveys that are triggered to employees as they pass certain milestones (e.g. onboarding, completion of training course, work anniversary, exit, etc.).
• 360 Development: 360 evaluations, or multi-rater assessments, provide a holistic view of an employee by gathering feedback from an employee’s managers, peers, and direct reports.
• CrossXM Analytics: Bring together employee and customer experience data to quickly demonstrate and understand which employee experiences have the greatest impact on customer success.
• Continuous Employee Listening: Analyze open text feedback at scale from across multiple channels to get deeper and holistic insights into how employees and candidates really feel in real time.
• Advanced Text iQ: Qualtrics’ text analysis tool that measures qualitative data by applying advanced natural language processing over raw text to transform thoughts and conversations into meaningful and actionable insights; categories including actionability, effort, emotion, and emotional intensity.
• Stats iQ: a suite of statistical analytics tools (includes Describe, Relate, Regress).
• Action Idea Boards: Managers can create an idea board to send to their teams. The board is structured around managers’ focus area for improvement. Teams can log into the board, give ideas anonymously, and vote on each others’ ideas. At the end of brainstorming a manager will have a set of ideas around their focus areas they can act on.
• Guided Action Planning: Functionality built directly into the dashboard that allows users to create action plans based on project data. In addition to action plans, managers can view reports for their teams and the teams that roll up to them.
• Manager Assist: Managers can easily view feedback, crowdsource solutions, and take actions to keep teams engaged and productive via a single landing page.
• Spotlight Insights: Personalized, prioritized, and statistically significant insights in a scalable and flexible solution that helps you identify key experience gaps around demographics, survey metrics, and key drivers.
• Data isolation: An extra layer of data encryption (256-bit encryption) to protect extra-sensitive responses.
• GDPR one-touch: Customers can better manage obligations under the GDPR Right to Erasure requests. Conveniently delete personal data stored in survey responses, tickets, and contacts, no matter where the data originated.
• Sensitive Data Handling and Policy Exemptions: a sensitive data policy set up and reviewed by brand admins to flag any inappropriate data collection; also include a way to mark surveys exempt from sensitive data policy violations.
• SSO (requires paid configuration service): Allows users to log into Qualtrics using their organization’s internal login system.
• Anonymity/Org Hierarchy: Protects employee information so that employees will not be directly linked to their responses. In addition to anonymity protection, Qualtrics allows clients to upload and automatically map the complex relationships within their organizations’ hierarchy, allowing for role-based access to personalized dashboards and results.

Pre-built solutions include but are not limited to:

• EX25 Annual Baseline
• DEI
• Well-being at Work
• Onboarding
• Exit

Extensions include but are not limited to:

• BI Visualizations: Tableau, other web data connector
• Chat & Communication: SMS Distributions & Access Codes, Slack, WhatsApp, Microsoft Teams, Slack, Twilio
• Identity & Access Management: SSO with Okta, Centrify, Azure, Google, Onelogin, Ping Identity, NetIQ, Salesforce
• People Analytics: Visier
• Productivity: Google Sheets, Google Drive, Google Calendar
• Recruiting/Applicant Tracking Systems Integrations: SFSF Recruiting Module
• Talent Experience: Eightfold.ai

People Engage

Improve engagement and productivity at scale by empowering people managers.

Solutions:

• ENGAGEMENT + PULSE: Improve engagement and productivity at scale with a holistic approach to engagement, and empowering managers with team-level insights and next best actions. Use automated pulsing for more frequent feedback, org and team-level trends, and rapid improvement—without overwhelming employees and managers.
• MANAGER ASSIST: All-in-one purpose-built hub for managers to easily understand feedback, crowdsource ideas, and take action on what will keep their team most engaged and productive.
• EMPLOYEE RESEARCH: Gather employee feedback on an ad hoc basis, outside of engagement or pulse programs, to understand and act on emerging topics.

Key features:

• Employee Engagement: Conduct an annual, bi-annual or quarterly census survey with Qualtrics expert-built EX25 methodology and role-based dashboards, or customize for your organization.
• Pulse: Automate quarterly, monthly or weekly pulse surveys, with optional question rotation and sampling. Real-time trends for leaders, HR and managers provide frequent feedback touchpoints and insights.
• Employee Research: Unlimited and flexible internal surveys for ad hoc feedback including topics like DEI, ESG, employee well-being, and more.
• Experience Optimizer: Intuitive step-by-step workflow that guides you through set up, deployment, and analysis of your benefits & compensation leading to automated survey creation.
• Advanced Text iQ: Qualtrics’ text analysis tool that measures qualitative data by applying advanced natural language processing over raw text to transform thoughts and conversations into meaningful and actionable insights; categories including actionability, effort, emotion, and emotional intensity.
• Stats iQ: a suite of statistical analytics tools (includes Describe, Relate, Regress).
• Action Idea Boards: Managers can create an idea board to send to their teams. The board is structured around managers’ focus area for improvement. Teams can log into the board, give ideas anonymously, and vote on each others’ ideas. At the end of brainstorming a manager will have a set of ideas around their focus areas they can act on.
• Guided Action Planning: Functionality built directly into the dashboard that allows users to create action plans based on project data. In addition to action plans, managers can view reports for their teams and the teams that roll up to them.
• Manager Assist: Managers can easily view feedback, crowdsource solutions, and take actions to keep teams engaged and productive via a single landing page.
• Spotlight Insights: Personalized, prioritized, and statistically significant insights in a scalable and flexible solution that helps you identify key experience gaps around demographics, survey metrics, and key drivers.
• Employee Journey Analytics (aka EX Cross Program Analytics): Not only see multiple EX touchpoints in one dashboard, but understand how experiences in one area impacts another.
• Data isolation: An extra layer of data encryption (256-bit encryption) to protect extra-sensitive responses.
• GDPR one-touch: Customers can better manage obligations under the GDPR Right to Erasure requests. Conveniently delete personal data stored in survey responses, tickets, and contacts, no matter where the data originated.
• Sensitive Data Handling and Policy Exemptions: a sensitive data policy set up and reviewed by brand admins to flag any inappropriate data collection; also include a way to mark surveys exempt from sensitive data policy violations.
• SSO (requires paid configuration service): Allows users to log into Qualtrics using their organization’s internal login system.
• Anonymity/Org Hierarchy: Protects employee information so that employees will not be directly linked to their responses. In addition to anonymity protection, Qualtrics allows clients to upload and automatically map the complex relationships within their organizations’ hierarchy, allowing for role-based access to personalized dashboards and results.

Pre-built solutions include but are not limited to:

• DEI Employee Engagement
• EX25
• Well-being at Work

Extensions include but are not limited to:

• BI Visualizations: Tableau, other web data connector
• Chat & Communication: SMS Distributions & Access Codes, Slack, WhatsApp, Microsoft Teams, Slack, Twilio
• Identity & Access Management: SSO with Okta, Centrify, Azure, Google, Onelogin, Ping Identity, NetIQ, Salesforce
• People Analytics: Visier
• Productivity: Google Sheets, Google Drive, Google Calendar

People Lifecycle

Reduce attrition by delivering the right employee experiences from hire to exit.

Solutions:

• EMPLOYEE LIFECYCLE: Analyze and act on key moments across the full employee journey by automatically triggering feedback opportunities at critical stages such as onboarding, promotion, return from leave, exit, and more.
• CANDIDATE EXPERIENCE: Build a winning talent brand, grow candidate pipeline, and accelerate hire rates by evaluating and improving processes throughout the talent attraction process.
• 360 DEVELOPMENT (add-on): Comprehensive 360 development tool that makes it easy to gather feedback and build personalized development programs for leaders and individual employees.

Key features:

• Candidate Experience: Event-based candidate surveys that are triggered to candidates as they pass certain milestones (e.g. apply, screen, interview, offer).
• Employee Lifecycle: Event-based employee surveys that are triggered to employees as they pass certain milestones (e.g. onboarding, completion of training course, work anniversary, exit, etc.).
• 360 Development (add-on): 360 evaluations, or multi-rater assessments, provide a holistic view of an employee by gathering feedback from an employee’s managers, peers, and direct reports.
• Advanced Text iQ: Qualtrics’ text analysis tool that measures qualitative data by applying advanced natural language processing over raw text to transform thoughts and conversations into meaningful and actionable insights; categories including actionability, effort, emotion, and emotional intensity.
• Stats iQ: a suite of statistical analytics tools (includes Describe, Relate, Regress).
• Employee Journey Analytics (aka EX Cross Program Analytics): Not only see multiple EX touchpoints in one dashboard, but understand how experiences in one area impacts another.
• Data isolation: An extra layer of data encryption (256-bit encryption) to protect extra-sensitive responses.
• GDPR one-touch: Customers can better manage obligations under the GDPR Right to Erasure requests. Conveniently delete personal data stored in survey responses, tickets, and contacts, no matter where the data originated.
• Sensitive Data Handling and Policy Exemptions: a sensitive data policy set up and reviewed by brand admins to flag any inappropriate data collection; also include a way to mark surveys exempt from sensitive data policy violations.
• SSO (requires paid configuration service): Allows users to log into Qualtrics using their organization’s internal login system.

Extensions include but are not limited to:

• BI Visualizations: Tableau, other web data connector
• Chat & Communication: SMS Distributions & Access Codes, Slack, WhatsApp, Microsoft Teams, Slack, Twilio
• Identity & Access Management: SSO with Okta, Centrify, Azure, Google, Onelogin, Ping Identity, NetIQ, Salesforce
• People Analytics: Visier
• Productivity: Google Sheets, Google Drive, Google Calendar
• Recruiting/Applicant Tracking Systems Integrations: SFSF Recruiting Module
• Talent Experience: Eightfold.ai

XM for Strategy + Research Suite

Research to ROI, On repeat: XM for Strategy + Research is software for advanced quantitative and qualitative research to design products people love, increase market share, and build enduring brands that accelerate growth.

Strategy + Research Suite

• Advanced Quota Management: Advanced Quotas are add-ons that allow for deeper statistical analysis, resolving potential duplicate data, and creating public domains. There are three different Advanced Quota tools: Cross Logic Quotas, Multiple Match Handling, and Public Quota Dashboard
• Audience Management: Allow users to easily create their own first party panels, so they can conduct ad-hoc studies and get quick, valuable feedback. It allows also the user to manage the panel – understand panel makeup (gender, age, attitudes, etc), understand contact frequency and opt-out rates, and manage rewards (v2).
• Conjoint – MaxDiff and Optimum Package Analysis: identify the perceived importance and preference for each feature within a product or service
• Pricing Study (Van Westendorp): uses a series of questions, given to respondents following a product description to identify key psychological price points to understand how much they’re willing to pay.
• Product Ad Testing: measures how well an ad concept resonates with a target audience by asking about its appeal, positioning, and strengths.
• Product Naming: leverage market research to find the ideal product name
• Distinctive Images Widget: Distinctive image associations (also known as brand image profiling) is a technique that controls for usage and prototypically biases to determine what features/attributes help to distinguish one brand from another.
• Brand Drivers Analysis: The brand drivers analysis widget measures how independent driving variables (drivers) affect key outcome metrics for a brand. The brand drivers analysis widget shows the importance of each independent variable based on the data collected so far.
• BX Dashboard: Interactive reports displaying brand KPIS and progress towards strategic goals
• Expert Review: digital reviewer that improves survey response quality through 1) compliance assist: Builds on ExpertReview and helps in identifying if your question will collect highly sensitive or personal data, as outlined by your organization. 2) methodology review: Suggests best practices in surveys, turning first-time survey-builders into survey methodology experts and 3) response quality control: bot detection, straight line answers and etc
• Qualitative / video responses is the ability for customers to respond to questions with a video response. Then, display the video responses in a dashboard widget with transcripts and filtering by sentiment and keywords.
• Response Weighting: Response weighting allows you to change the weights of variable fields so the data in your Reports tab will reflect targeted demographics.
• Respondent Funnel: Allows distribution data from XiD to be viewed in dashboards.
• Role-based Dashboard: A dynamic reporting project that allows you to create detailed data visualizations and configure the level of access for all colleagues and teams involved.
• Role-Based Access Control In the context of XM Directory, allows gating of access based on roles assigned to users.
• Vanity URL: A feature that allows the user to rebrand their URL, removing Qualtrics’ name entirely.
• XM Directory: A single system of record for every interaction
• XM Directory automation: Allows automated survey distributions through XM Directory.
• xFlow /workflow Engine: Receive alerts and notifications for key events and integration with Actions framework, that help you understand what is important and take relevant action.
• Advanced Text iQ: Qualtrics’ text analysis tool that measures qualitative data by applying advanced natural language processing over raw text to transform thoughts and conversations into meaningful and actionable insights; categories including actionability, effort, emotion, and emotional intensity.
• Advanced stats IQ: a suite of statistical analytics tools (includes Describe, Relate, Regress, Pivot Tables)
• SMS Distribution: Qualtrics SMS distributions help you reach your audience through mobile devices and collect on-the-go pocket feedback

Enterprise grade features include:

• Data isolation: An extra layer of data encryption (256-bit encryption) to protect extra-sensitive responses
• SSO (requires paid configuration service): Allows users to log into Qualtrics using their organization’s internal login system.
• GDPR one-touch: Customers can better manage obligations under the GDPR Right to Erasure requests. Conveniently delete personal data stored in survey responses, tickets, and contacts, no matter where the data originated
• Sensitive Data Handling and Policy Exemptions: a sensitive data policy set up and reviewed by brand admins to flag any inappropriate data collection; also include a way to mark surveys exempt from sensitive data policy violations

Extensions Include But are Not Limited To:

• BI Visualizations: Tableau Integration and Web Data connector
• R-Integration
• Audience Management
• Brand Awareness and Performance
• Brand Tracker
• CRM: Salesforce, MS Dynamics, and Hubspot integration

Strategic Research

Conduct custom research, faster and more efficiently.

Solutions:

• QUANT SURVEY PLATFORM: A robust, flexible research platform that is customizable to fit all organizational needs.
• QUAL RESEARCH: Conduct smarter, faster research by bringing quantitative and qualitative techniques and analysis together.
• AUDIENCE & PANEL MANAGEMENT: Recruit, manage and reward panelists without leaving the platform.
• RESEARCH & INSIGHTS MANAGEMENT: Get more ROI out of your research.

Features include but are not limited to:

• Advanced Quota Management: Advanced Quotas are add-ons that allow for deeper statistical analysis, resolving potential duplicate data, and creating public domains. There are three different Advanced Quota tools: Cross Logic Quotas, Multiple Match Handling, and Public Quota Dashboard
• Audience Management: Allow users to easily create their own first party panels, so they can conduct ad-hoc studies and get quick, valuable feedback. It allows also the user to manage the panel – understand panel makeup (gender, age, attitudes, etc), understand contact frequency and opt-out rates, and manage rewards (v2).
• Conjoint – MaxDiff and Optimum Package Analysis: identify the perceived importance and preference for each feature within a product or service
• Pricing Study (Van Westendorp): uses a series of questions, given to respondents following a product description to identify key psychological price points to understand how much they’re willing to pay.
• Product Ad Testing: measures how well an ad concept resonates with a target audience by asking about its appeal, positioning, and strengths.
• Product Naming: leverage market research to find the ideal product name
• Expert Review: digital reviewer that improves survey response quality through 1) compliance assist: Builds on ExpertReview and helps in identifying if your question will collect highly sensitive or personal data, as outlined by your organization. 2) methodology review: Suggests best practices in surveys, turning first-time survey-builders into survey methodology experts and 3) response quality control: bot detection, straight line answers and etc
• Qualitative / video responses is the ability for customers to respond to questions with a video response. Then, display the video responses in a dashboard widget with transcripts and filtering by sentiment and keywords.
• Response Weighting: Response weighting allows you to change the weights of variable fields so the data in your Reports tab will reflect targeted demographics.
• Respondent Funnel: Allows distribution data from XiD to be viewed in dashboards.
• Role-based Dashboard: A dynamic reporting project that allows you to create detailed data visualizations and configure the level of access for all colleagues and teams involved.
• Role-Based Access Control In the context of XM Directory, allows gating of access based on roles assigned to users.
• Vanity URL: A feature that allows the user to rebrand their URL, removing Qualtrics’ name entirely.
• XM Directory: A single system of record for every interaction
• XM Directory automation: Allows automated survey distributions through XM Directory.
• xFlow /workflow Engine: Receive alerts and notifications for key events and integration with Actions framework, that help you understand what is important and take relevant action.
• Advanced Text iQ: Qualtrics’ text analysis tool that measures qualitative data by applying advanced natural language processing over raw text to transform thoughts and conversations into meaningful and actionable insights; categories including actionability, effort, emotion, and emotional intensity.
• Advanced stats IQ: a suite of statistical analytics tools (includes Describe, Relate, Regress, Pivot Tables)
• SMS Distribution: Qualtrics SMS distributions help you reach your audience through mobile devices and collect on-the-go pocket feedback

Enterprise grade features include:

• Data isolation: An extra layer of data encryption (256-bit encryption) to protect extra-sensitive responses
• SSO (requires paid configuration service): Allows users to log into Qualtrics using their organization’s internal login system.
• GDPR one-touch: Customers can better manage obligations under the GDPR Right to Erasure requests. Conveniently delete personal data stored in survey responses, tickets, and contacts, no matter where the data originated
• Sensitive Data Handling and Policy Exemptions: a sensitive data policy set up and reviewed by brand admins to flag any inappropriate data collection; also include a way to mark surveys exempt from sensitive data policy violations

Extensions Include But are Not Limited To:

• BI Visualizations: Tableau Integration and Web Data connector
• R-Integration
• CRM: Salesforce, MS Dynamics, and Hubspot integration

Strategic Brand

Foster brand agility and loyalty by staying ahead of what’s next.

Solutions:

• BRAND HEALTH TRACKING: Track your brand performance and respond to opportunities and challenges in your market.
• CONVERSATIONAL BRAND ANALYTICS: Keep your finger on the pulse of sentiment, loyalty, and intent at every stage in the brand journey by tuning in to the conversations people are having about your brand.

Features include but are not limited to:

• Distinctive Images Widget: Distinctive image associations (also known as brand image profiling) is a technique that controls for usage and prototypically biases to determine what features/attributes help to distinguish one brand from another.
• Brand Drivers Analysis: The brand drivers analysis widget measures how independent driving variables (drivers) affect key outcome metrics for a brand. The brand drivers analysis widget shows the importance of each independent variable based on the data collected so far.
• BX Dashboard: Interactive reports displaying brand KPIS and progress towards strategic goals
• Conversational Analytics access to Admin Platform: Ability to perform advanced Conversational Analytics, including Natural Language Processing of social reviews, articles, and other ingestion types; Natural Language understanding; customization to topic libraries, sentiment scores, and other enrichment; web collection, and export API.
• Conversational analytics ticketing: Ability to create close-loop tickets and integrate into xFlow.
• Conversational analytics dashboard: Ability to see, organize, and analyze conversational analytics.
• CrossXM Reporting and Analysis: this enables to combine EX, BX + CX data into one dataset, and analyze experience data for key drivers that impact your organization
• Role-Based Access Control In the context of XM Directory, allows gating of access based on roles assigned to users.
• Response Weighting: Response weighting allows you to change the weights of variable fields so the data in your Reports tab will reflect targeted demographics.
• Respondent Funnel: Allows distribution data from XM Directory to be viewed in dashboards.
• Role-based Dashboard: A dynamic reporting project that allows you to create detailed data visualizations and configure the level of access for all colleagues and teams involved.
• Vanity URL: A feature that allows the user to rebrand their URL, removing Qualtrics’ name entirely.
• XM Directory: A single system of record for every interaction
• XM Directory automation: Allows automated survey distributions through XM Directory.
• xFlow /workflow Engine: Receive alerts and notifications for key events and integration with Actions framework, that help you understand what is important and take relevant action.
• Advanced Text iQ: Qualtrics’ text analysis tool that measures qualitative data by applying advanced natural language processing over raw text to transform thoughts and conversations into meaningful and actionable insights; categories including actionability, effort, emotion, and emotional intensity.
• Predict IQ: ​​Predict iQ leverages deep learning neural networks to identify customers and accounts likely to churn, and provides the visibility to know what is driving that behavior
• Expert Review: digital reviewer that improves survey response quality through 1) compliance assist: Builds on ExpertReview and helps in identifying if your question will collect highly sensitive or personal data, as outlined by your organization. 2) methodology review: Suggests best practices in surveys, turning first-time survey-builders into survey methodology experts and 3) response quality control: bot detection, straight line answers and etc
• SMS Distribution: Qualtrics SMS distributions help you reach your audience through mobile devices and collect on-the-go pocket feedback

Enterprise grade features include:

• Data isolation: An extra layer of data encryption (256-bit encryption) to protect extra-sensitive responses
• SSO (requires paid configuration service): Allows users to log into Qualtrics using their organization’s internal login system.
• GDPR one-touch: Customers can better manage obligations under the GDPR Right to Erasure requests. Conveniently delete personal data stored in survey responses, tickets, and contacts, no matter where the data originated
• Sensitive Data Handling and Policy Exemptions: a sensitive data policy set up and reviewed by brand admins to flag any inappropriate data collection; also include a way to mark surveys exempt from sensitive data policy violations

XM Solutions Include but not limited to:

• Audience Management
• Brand Awareness and Performance
• Brand Tracker