Welcome to Qualtrics

This is your control center for XM. When you log in, you can see a summary of your projects, a snapshot of your most important KPIs, and any new notifications that have come in.

Click 'Begin' to get started and see how it all works.

Check out your notifications

The XM Platform is always working in the background. When something happens in your program, it automatically alerts you with notifications.

Click ‘Next’ to see your notifications.

Spot issues early on

TextiQ - the platform’s built-in intelligence engine - has flagged that one of your digital KPIs is trending down for a key customer segment.

Click ‘Next’ to go to your Digital Experience dashboard.

Dive into the details

This is your Digital Experience dashboard. Here you can see your KPIs, a breakdown of customer segments, key topics customers talk about, and a breakdown of each stage in the customer journey.

Click ‘Next’ to learn how to take action on this data.

Break down the data

Let’s start by diving into your customer segment, ‘High Value Customers’.

Click ‘Next’ to filter your data and see only the responses from this group.

Understand your key segments

Your dashboard is now filtered by 'High Value Customers'.

Your Overall Satisfaction Score for this group is 34% — that's 23% down from the previous month.

Click 'Next' to dive into the customer journey and see what is happening.

Track the entire customer journey

The Digital Listening Posts widget shows you how you’re performing at different stages of the customer journey. It’s a great way to see at a glance where you can improve the experience.

You can see the 'Post Transaction' stage is low and marked in red, indicating low satisfaction with this stage in the journey.

Click ‘Next’ to filter the dashboard for feedback on the post transaction experience.

Pinpoint the issue

Your dashboard is now showing only the data for High Value Customers who left Post Transaction feedback.

Let’s take a look at what they’re saying.

Click ‘Next’ to scroll down and see more insights from TextiQ.

Understand the experience

With TextiQ, every open text response is automatically analysed and assigned a topic and sentiment.

Here you can see what people talk about, how they talk about it, and dig further into individual comments.

Click 'Next' to take a closer look at the surfaced Text Topics.

Take action to fix the issue

In the Text Topics widget, the larger the topic size, the more often the topic is mentioned. Positive sentiment is represented as green, neutral in yellow, and negative in red.

It looks like 'Payment Options’ is something these customers talk about often, and the overall sentiment is skewing negative.

Click ‘Next’ to see what people have to say about this topic.

Close the experience gap permanently

By reading customer comments in the Responses widget, it looks like not having an option for Apple Pay at checkout is causing frustration.

TextiQ has already recommended the action to take in the Opportunity widget.

Click 'Next' to leave the dashboard and create a new workflow to solve the issue with xFlow.

Take action with xFlow

xFlow is the workflow and automation engine built directly into the XM platform.

In the Workflows tab, we can see all active workflows within your account.

Click ‘Next’ to create a workflow that will solve the payment options issue you just found.

Get data to the right people

To build a workflow, you first need to set the conditions — these are the things that automatically trigger an action.

Here, we’ve chosen to trigger an action when a high value customer is extremely dissatisfied with payment options.

Click ‘Next’ to tell xFlow what action to take next.

Help teams solve issues

We need to raise a task for your web team to investigate whenever a high value customer is unhappy with their experience.

Let’s use the Jira app to set it up in the web team’s ticket management system.

Click ‘Next’ to set up the action.

Automated alerts

Finally, we specify that we want to create a Jira ticket, in the 'Payment options' project, in our company's Jira instance.

Creating this workflow means that the engineering team will automatically see a ticket in their project every time a customer leaves negative feedback about payment options, so they can investigate the issue.

Click 'Next' to see your new workflow in action.

Your workflow is all set up!

Now, whenever a High Value customer complains about payment methods, an alert will be sent to your web team via Jira.

Now, let's see what the web team did with that Jira ticket...

You closed an experience gap!

Thanks to the workflow you set up in xFlow, your web team was able to prioritize adding ApplePay to the website.

Now customers have the payment options they want at checkout.

Click ‘Next’ to see the impact.

Satisfaction has increased

Here, we can see the positive impact of adding ApplePay.

Overall satisfaction is at 52%, which is a 63% increase over the prior month and post transaction feedback is looking positive again.

Well done!

Want to see more? Book a personalised demo to see how you can design and improve your digital experiences.