Welcome to the New Era of Experience Management: Qualtrics XM for Frontlines
08 März 2023 - 3:00PM
Business Wire
Innovations across the world’s #1 XM Platform
empower every frontline employee and supercharge the digital
frontline to deepen customer relationships
New purpose-built solutions harness the power
of Qualtrics AI with the world’s largest database of human
sentiment to optimize experiences across the entire customer
journey—from acquisition to engagement to support
QUALTRICS X4 – Qualtrics (Nasdaq: XM), the leader and
creator of the experience management category, today unveiled a set
of new purpose-built applications designed for the frontline—every
intersection between a customer and a company––digital or physical.
These innovations put the power of experience management in the
hands of the people who have the greatest impact on the customer
and employee experience—contact center agents, digital teams and
all of the people managers in an organization—enabling them to act
with empathy in real time.
Experiences delivered at the frontline, by the people and teams
responsible for the digital and human touchpoints a customer has
with a company, from purchasing online to picking up in-store, to
calling the support line, have an outsized impact on the customer
experience, and ultimately an organization’s revenue growth and
cost efficiency. The challenge is that the frontlines are spread
across hundreds of individual customer and employee
touchpoints.
“The days of having to survey customers whenever we want to know
about their experience are over,” said Qualtrics CEO Zig Serafin.
“Qualtrics is innovating to empower every organization to
understand what’s going on at every stage of the journey, at every
frontline touchpoint, without ever having to ask."
With Qualtrics, organizations can listen to and understand the
needs of customers, then take the right action in the moment,
across every frontline touchpoint. Qualtrics Frontline XM solutions
are built from the ground up using Qualtrics AI and machine
learning, harnessing the power of the world’s largest database of
human sentiment data to deliver real-time recommendations across
every product to predict what’s going to happen next, and guide
frontline teams in the moment, to take the right action.
Qualtrics Frontline XM solutions bridge the gap between digital
and human touchpoints, so that every organization can deliver
incredible customer experiences with empathy, speed and at scale.
And because Qualtrics is a system of action, its powerful workflows
will integrate with the tools and systems organizations use every
day, including popular CRM software, email campaigns, chat-bots,
content management systems, call center technology, or learning
management software.
Additional Information
You can learn more about Frontline Digital here and Frontline
Care here.
About Qualtrics
Qualtrics, the leader and creator of the experience management
category, is a cloud-native software provider that helps
organizations quickly identify and resolve points of friction
across all digital and human touchpoints in their business – so
they can retain their best customers and employees, protect their
revenue, and drive profitability. More than 18,750 organizations
around the world use Qualtrics’s advanced AI to listen, understand,
and take action. Qualtrics uses its vast universe of experience
data to form the largest database of human sentiment in the world.
Qualtrics is co-headquartered in Provo, Utah and Seattle, and
operates out of 28 offices globally. To learn more, please visit
qualtrics.com.
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version on businesswire.com: https://www.businesswire.com/news/home/20230308005102/en/
Tyler Petersen, Qualtrics press@qualtrics.com
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