CUSTOMER EXPERIENCE MANAGEMENTTurn customers
Qualtrics CustomerXM™ is used by the world’s most iconic brands to optimise the customer experience and predict the actions that will have the biggest impact on their bottom line.
- Get straight to the issues that matter to customers with dynamic data collection tools that adapt intelligently to feedback in real-time.
- Start conversations with customers when and where it suits them with email, SMS, web, mobile app, wearables, and many more
- Turn every customer interaction into meaningful insights with iQ Directory, which allows you to monitor and optimise each customer’s experience over time, across every touchpoint and every channel.
- Put the right data in front of the right person with role-based dashboards for every stakeholder from the leadership team to the frontline
- Collaborate across the organisation with action planning tools. Tag owners, set deadlines, and even supply step-by-step guidance to enable everyone to delight your customers
- Make customer experience part of the daily routine by integrating with the tools and applications your teams are already using, such as Salesforce and JIRA
- Improve customer retention and loyalty
- Increase customer share of wallet
- Optimise customer acquisition
- Reduce cost to serve
- Increase brand awareness and equity
The best customer experience management programs track every customer interaction and analyse the data to close the gap between what customers expect and what the experience currently being delivered. A recent study showed that “Customer Experience Leaders” grow 2x faster and maintain operations that are 15% leaner than the average company.