What is experience management?

The most successful companies don’t just react to problems as they occur, they try to predict and mitigate those problems before they ever happen. Experience Management (XM) is the process of monitoring every interaction people experience with a company in order to spot opportunities for improvement.

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Why does XM matter?

80% of CEOs believe they deliver a superior experience; 8% of their cusotmers agree

We spend our lives interacting with companies — whether it’s the years spent working for them or the countless sums of money we spend on their products and services. But how many do we truly love?

When it comes to meeting the wants and needs of customers and employees, there’s an astounding disparity between how well companies think they perform and how well they actually do.

The world’s most successful companies use XM to close experience gaps.

Connecting the X’s and O’s

Experience Data and Operational Data

For decades, businesses have depended on Operational Data (O-data) — hard numbers like costs, accounting, and sales — to inform their business decisions. While O-data tells you what has happened — X-data tells you why.

To understand why things happen, you need to understand the thoughts and emotions of the people involved. We call that information Experience Data (X-data).

Experience management software makes it possible for you to combine O-data and X-data to ensure that every business decision is based on both facts and the intangibles.

The world’s leading experience
management platform

With Qualtrics XM you can create, monitor and manage every experience on a single platform. Our robust suite of research and feedback tools makes it easy to gather X-data, and combine it with your O-data that we pull from your existing business systems such as HRIS, CRM and web analytics. Our advanced artificial intelligence and machine learning helps uncover deep insights and makes connections between your customer, employee, product and brand experiences to help close experience gaps and drive value back to the bottom line.

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