Qualtrics Leapfrogs Reactive Customer and Employee Experience Tools with New Prescriptive Offering

Qualtrics, the leader in experience management, today announced significant enhancements to its award-winning Qualtrics Experience Management (XM) Platform^TM, making it easier than ever for organisations to close experience gaps––the difference between what organisations think they are delivering and what customers and employees actually experience. With the launch of the iQ Directory, Qualtrics now offers organisations a single-system-of-record for all experience data. Powered by a layer of artificial intelligence and machine learning, the iQ Directory enables advanced, intelligent features throughout the Qualtrics XM platform––including predictive capabilities that forecast individual behavior such as employee attrition and customer churn. The announcement was made at the Qualtrics 2018 X4 Experience Management Summit in Salt Lake City.

Based on over 15 years of leadership in the insights and analytics industry, Qualtrics announced the revolutionary XM Platform one year ago. Used by over 75 percent of the Fortune 100 and 99 of the top 100 U.S. business schools, the Qualtrics XM Platform helps companies like Allianz, JetBlue, Microsoft and Yamaha measure, prioritise, and optimise the experiences they deliver across the four core experiences of business—customer, product, employee and brand experiences.

“The experiences companies deliver are more important today than they have ever been. Customers don’t just buy a product anymore, they buy an experience. And it is the experience companies provide that makes or breaks a brand,” said Ryan Smith, co-founder and CEO of Qualtrics. “Similarly, employees don’t want a job description where they are cogs in a machine. They want their work to be an experience they can talk about and share. Companies today essentially compete on the experiences they provide and they are turning to the XM Platform to help them measure, improve, and act on these key experience programs.”

Two enhancements to the Qualtrics Experience Management Platform announced today include important extensions to the Qualtrics iQ™ group which was announced last year—a collection of advanced, intelligent features built on artificial intelligence, machine learning and advanced analytics to improve the experiences organisations deliver. The newest elements of Qualtrics iQ include the iQ Directory and Predict iQ:

iQ Directory:

The Qualtrics iQ Directory is a live, organised chronicle that captures the emotions, sentiments, beliefs and preferences of an audience. The iQ Directory contains all experience data, or X-data, collected over time, creating a system of record of all interactions and opinions each person has of an organisation.

iQ Directory enables a company to take a person-centric view, helping companies gain a better understanding of an individual person’s unique journey with the company. Because each new interaction builds upon past information, this rich collection of experience data makes new interactions smarter over time, allowing a brand to customise future touch points for each group based on past preferences and therefore ensuring a better overall experience.

As the iQ Directory is now recorded as transactional data with each data point providing a record of each interaction throughout the individual’s journey, it is possible to pinpoint key drivers and changes in sentiment over time. The application of machine learning helps predict how an individual might respond in a certain situation, empowering a company to be predictive in its outreach rather than just reactive.

The Qualtrics iQ Directory enables companies to interact with people at the right moment, with the right message, via the best channels, making interactions feel like an ongoing conversation rather than transactional pings along a customer or employee journey.

Predict iQ:

Predict iQ helps companies understand which customers are likely to leave and what they can do to prevent customer attrition before it happens. Using neural network, open-source algorithms to make its predictions, Predict iQ utilises Qualtrics Actions, allowing users to set up triggers to send emails, create tickets, or ping any third-party service for immediate action to be taken when needed. Easy-to-use and requiring only minutes to set up, Predict iQ makes deep learning accessible to anyone.

Predict iQ centralises all churn analysis and reduction efforts in one place and is deeply integrated into existing feedback collection, so there’s no need to move data around to get predictions. Predict iQ also complements Stats iQ, allowing companies to use Stats iQ to understand and fix systemic issues while leveraging Predict iQ to save individual customers. All this can be done while larger-scale initiatives are being put in place, providing results from day one.

Certified XM Solutions:

Designed by the world’s leading researchers, practitioners and consultants, Certified XM Solutions are packaged projects and programs with expert content, workflow, and automation––built directly into the Qualtrics platform. These community-driven solutions provide complete industry-specific experience management programs including everything from best practices, to content, to technical implementation, to survey design, to contact frequency guidance, to data analysis, and recommended next steps.

Qualtrics Certified XM Solutions currently include experience management solutions that span employee engagement solutions, customer experience solutions, product and brand experience solutions for many industries including financial services, education, government, retail, B2B, and more.

Qualtrics Certified XM Solutions are designed to reduce the time, risk and cost of implementing an experience management program from the ground up. Ideal for customers who want a pre-packaged solution to get up and running quickly when they have little capacity, low in-house expertise, or when time is of the essence, Qualtrics Certified XM Solutions are easy to implement and are built for change and growth.

Because Certified XM Solutions are powered by the flexible Qualtrics Experience Management Platform, it is easy to scale programs as organisations grow and needs evolve. The solutions are designed for use by any organisation, from the smallest start-up to the largest global enterprise.

Continued Growth for XM Platform

Qualtrics recently launched a global Qualtrics Partner Network to support the fast-growing XM ecosystem, including founding partners J.D. Power, Kantar TNS and Walker Information. Qualtrics opened new international offices in France, Japan, Poland and Singapore in recent months, and the company has grown to over 1,600 employees, all to support expanding demand for the XM Platform.

These latest enhancements to the Qualtrics Experience Management Platform are available now as part of the CX, EX and RC solutions.