Qualtrics Announces CrossXM, Helping Companies Measurably Improve Business Results With Better Employee, Customer and Brand Experiences
19 Oktober 2022 - 3:00PM
Business Wire
For the first time ever, companies will have
automated insights into how their employee, customer and brand
experiences impact each other
Qualtrics (Nasdaq: XM), the leader and creator of the experience
management category, today announced CrossXM, a new product line
that gives leaders automated insights into how their employee,
customer and brand experiences impact one another, helping them
identify the actions they can take to drive the biggest impact
across their business. With Qualtrics CrossXM, organizations can
understand how key employee experience metrics, such as manager
support, career development and recognition, have a direct,
statistically significant impact on customer outcomes. With these
insights, leaders can focus on initiatives that will drive the most
value for employees and customers.
Organizations today understand that employee and customer
experiences have become just as important as the products and
services they deliver. In fact, research shows that 80% of
customers have switched brands because of poor customer experience.
However, with shifting business priorities and decreasing budgets,
allocating resources across their employee, customer and brand
experiences can become a guessing game of competing priorities.
“Leaders instinctively know that engaged employees deliver great
products and great customer service, positively impacting their
brand’s reputation as well as boosting customer engagement and
spend,” said Brad Anderson, Qualtrics president of products and
engineering. “CrossXM gives organizations the ability to predict
how employee experience investments will pay off in brand value and
customer outcomes, a powerful innovation that will change the way
companies prioritize investments in their most important
asset—their employees.”
Boosting employee retention, while driving efficiency for
customers
Lumen Technologies, a global enterprise technology platform,
found that when their frontline service technicians feel recognized
for delivering excellent customer service, they are nine times more
likely to resolve customer issues in a single visit. When Lumen
realized that there was an opportunity to grow their recognition
program, the leadership team took deliberate steps to promote and
recognize great customer service within their field organization.
In turn, these insights and actions have helped Lumen save on
operational costs and time, as well as keep their workforce more
engaged and motivated to stay with the company longer term.
“Our partnership with Qualtrics is so exciting because the data
and insights we’re uncovering are helping us drive the right
actions and improvements, and helping us use our resources to serve
the highest outcomes,” said Beth Ard, vice president of customer
experience at Lumen Technologies. “It’s been a big win for our
customer experience team, and really a win for our entire
organization.”
Qualtrics has automated the labor-intensive, manual process of
connecting organizations’ employee experience (EX) and customer
experience (CX) data, making it a standard, repeatable practice.
Organizations can connect their CX and EX programs using CrossXM
today, enabling them to identify which employee experiences have
the most impact on the customer experience.
In early 2023, organizations will also be able to connect their
CX and BX programs, identifying specific customer experiences that
will most impact brand equity. For example, a rental car company
may find that a manual, outdated rental car pickup process is a
leading driver for poor customer satisfaction and negative brand
perception. In response, the company can take action to digitize
the pickup process and feature the improvement in an upcoming
advertising to enhance their brand, thus using their resources on
the highest impact initiatives.
Helping business leaders work better together
CrossXM enables leaders from across the organization to
collaborate on the initiatives that will most effectively retain
and attract new customers. With CrossXM, HR leaders can tie the
employee experience directly to business outcomes, proving—with
data—the value of their efforts toward the bottom line. Customer
experience leaders can better leverage their most critical
resource—their employees—to understand how their experiences on the
frontline can bring customers’ experiences to the next level.
Finally, marketing leaders can identify key customer interactions
that can boost brand equity, gain a competitive advantage and drive
customer lifetime value.
“As a Seniors Living provider, we’re constantly looking for
opportunities to enhance our residents’ experience. Understanding
the correlation between our employee and resident experience
allowed us to uncover what makes our employees happier and more
engaged, therefore having a direct impact on the overall care and
well-being of our residents. One certainly affects the other,” said
Andrea Carson, director of total rewards and organizational
effectiveness at Revera. "In partnership with Qualtrics, we
discovered that in our Retirement Residences where our frontline
employees felt more strongly that their managers cared about their
well-being, our residents also felt more satisfied. With over 85
Retirement Residences, we can identify the best actions to take for
each location, ensuring employees have the management support and
guidance they need to offer the best customer experience,” said
Cathy Fiordalisi Smith, national director of resident experience at
Revera.
“Employee experience shifts the organizational focus on business
objectives to involve employees in how those objectives take shape
and are achieved,” said Zachary Chertok, IDC research manager for
employee experience. “By focusing on each employee’s engagement
with and contribution to work, EX is behavioral and multivariate in
how it impacts the state of the business and by extension customer
experience. The EX-CX link will be defined by measurable engagement
points that track back through decisions and outcomes centered on
the employee-customer relationship. Qualtrics’ CrossXM offers
organizations the necessary insights, expertise, and technology to
map, understand and value the EX-CX connection. CrossXM provides an
intuitive process for business and people leaders to recognize and
focus on the actions that will have the greatest impact on the
business.”
Availability
- CrossXM Employee and Customer Analytics is currently
available.
- CrossXM Brand and Customer Analytics will be available for
select audiences in early 2023.
Learn More
- Learn more about CrossXM, including further insights into the
value of interconnected experience programs. Also check out the
Qualtrics Blog.
- Tune in for Qualtrics’ free, one-hour XM Innovation 2022
virtual event on October 26 to hear about how adidas is making
every customer interaction more memorable by focusing on empowering
their frontline employees.
- Learn more about how Lumen is transforming its culture to
deliver more human-centric experiences to their employees and
customers.
About Qualtrics
Qualtrics, the leader and creator of the experience management
category, is changing the way organizations manage and improve the
four core experiences of business—customer, employee, product and
brand. Over 16,750 organizations around the world use Qualtrics to
listen, understand and take action on experience data (X-data™)—the
beliefs, emotions and intentions that tell you why things are
happening, and what to do about it. The Qualtrics XM Platform™ is a
system of action that helps businesses attract customers who stay
longer and buy more, engage employees who build a positive culture,
develop breakthrough products people love and build a brand people
are passionate about. To learn more, please visit
qualtrics.com.
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version on businesswire.com: https://www.businesswire.com/news/home/20221019005348/en/
Sarah Stoddard Qualtrics press@qualtrics.com
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