XM Knowledge Base
Digital Customer Experience Software
Design digital customer experiences that drive results
Bring together experience data, behavioral heuristics, and journey optimization to eliminate guesswork. Design, visualize, and orchestrate digital experiences that are optimized for the metrics that matter most to your business.
Digital Experience Analytics
Identify and close digital experience gaps
Increase conversions and reduce cost-to-serve by identifying the highest value improvement areas and taking action on everything your customers tell you–and everything they don’t.
- Create better user experiences with a direct view of customer behavior with real-time feedback, session replays, and behavioral heuristics like rage clicks and mouse thrashing
- Understand the “why” behind user drop-offs or lower conversion rates with sophisticated targeting at key customer interaction points
- Fix gaps quickly and share findings with the right teams through integrations like Jira
and Slack
Customer journey optimization
Streamline personalized customer journeys
With Qualtrics customer journey optimization, you can take your customers where they want to go—in the fastest and most profitable way.
- Strengthen your customer relationships by using customer data and advanced analytics to visualize cross-channel customer journeys for individuals and targeted segments, identify key points of friction, and prioritize optimized user paths
- Increase customer acquisition and lifetime value with personalized, omni-channel journeys that prioritize the experiences and interactions that align to customer desires and your business goals
DIGITAL CONTAINMENT
Enable smart customer
self-service
Reduce operational costs and increase your net promoter score by empowering customers to find solutions and resolve common problems on self-service channels without calling your customer service team
for help.
- Identify areas of friction and guide customers towards a positive outcome by reaching out on the right channel, at the right time
- Visualize entire customers journeys and identify issues preventing people from self-serving within digital channels
- Measure and improve content effectiveness by listening to feedback across support articles
Why human digital experiences
are better
for business
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Privacy-first personalization
Future-proof your digital experience program
Limit your dependency on third-party data and fuel your personalization programs by using zero-party data to stay close to your customers and remove the guesswork from decision-making.
- Understand customer preferences in the context of their digital experience, without relying on first and third party cookies
- Enrich customer XiD profiles, identify target segments to deliver personalized experiences
- Increase customer engagement and generate leads with targeted email campaigns, in-product interactions, and website and app promotions
UNPARALLELED MARKET RESEARCH
Launch digital experiences with confidence
Launch new digital experiences with greater certainty they’re going to land with customers. With market-leading research tools, you can place your customer at the center of your digital programs and design smart, empathetic customer experiences.
- Continually optimize your digital properties
and validate every choice you make with XiD
customer segments - Make data-backed decisions by testing out
new features, products or messages with DesignXM’s qualitative and
quantitative feedback - Ensure your digital transformation is a success at launch and is in service to your customers
Ready to see how
Qualtrics can improve
your digital
customer experience?
Digital Customer Experience FAQs
digital containment.
Learn more about digital CX
The customer experience follows the entire relationship between a brand and its customers throughout all in-person and online touchpoints.
