Digital Customer Experience

Understand customer behavior on your mobile, website and social channels with an expert-built digital CX program. You’ll be able to monitor the experience across all your digital channels and use the insights to help improve conversion, customer acquisition, retention and share of wallet. We’ll help you assess your current CX strategy and deploy a best-in-class program built to help you become a digital leader.

Jump-start your digital CX program with:

• Digital surveys built by industry experts & validated by leading brands
• Role- and channel-based dashboards to identify customer insights

Measure and monitor feedback across digital channels

Qualtrics offers customers the ability to create feedback experiences with website intercepts, surveys built into the company’s mobile apps, and direct-to-customer SMS texts. Also, the Qualtrics Mobile XM app allows you to get feedback in real-time and take action on the go.

Qualtrics customer experience maturity model

Qualtrics uses a 3 phase approach to implement and grow your Digital CX program:

1. Deploy CX transactional surveys across digital channels to establish a baseline and identify areas for improvement
2. Deep dive on most important/impactful customer journeys (e.g. digital purchase experience, mobile app usability)
3. Establish closed loop ticketing and action planning initiatives to resolve issues and reinforce change in the organization

Once you’re up and running, you’ll receive access to any new additional surveys, dashboards, new features, and industry benchmarks as soon as they’re released.

What You Get

Expert-built Surveys

Get pre-built digital customer experience surveys designed by experts and proven to help you get the insights you need to improve the customer experience:

• Transactional Surveys
  • Digital
    • Overall Site Experience
    • Persistent Feedback
    • Usability Testing
    • Cart Abandonment
    • Post Transaction

Dashboards

Turn data into insights with dashboards and reports ready-built to help you share insights across the organization and start making CX improvements today:

• Digital:
  • Overall Site and App Experience
  • Journey Deep Dives

Implementation & Service

A dedicated Qualtrics Implementation Consultant will work with you to provide XM Solution content with custom logo/branding.

Post-deployment, a Qualtrics Customer Success Manager will work with you to make sure your CX program is running smoothly, provide support, and alert you to new features and updates.

Let them be your personal concierge in integrating Qualtrics XM technology with your business.

Implementation services and integrations cost dependent on the number of surveys and dashboard configurations and advanced add-on features.

Additional Resources

1. Your ultimate guide to customer experience (CX)
2. Digital customer experience: everything you need to know
3. eBook: Designing a World-Class Digital Customer Experience Program
4. Article: How to improve the E-commerce customer experience
5. Webinar: Designing a World-Class Digital CX Program