Powered by Experience iD, Qualtrics Frontline Innovations Bring Digital Behavioral Data Natively to the World’s Leading Experience Management Platform
08 März 2023 - 3:00PM
Business Wire
New Customer Journey Optimizer combines
behavior, experience and operational data in Qualtrics Experience
iD to help teams take action and remove friction across any
frontline journey, accelerating revenue and reducing costs
New Digital Experience Analytics identifies the
meaning behind behavioral frustration signals so frontline digital
teams can understand the ‘why’ behind digital behavior
QUALTRICS X4 – Qualtrics (Nasdaq: XM), the leader and
creator of the experience management category, today announced two
new Frontline Digital solutions—Customer Journey Optimizer and
Digital Experience Analytics. These new solutions capture billions
of data points based on customer behavior across human and digital
touchpoints like customer service calls, website visits, or social
media engagements, and use artificial intelligence to identify the
biggest sources of frustration and satisfaction to help teams
prioritize the right actions to take to improve their customer
experiences.
Eighty percent of consumers have switched brands because of a
bad experience, and for more than half of those people, it took
just one bad experience to make the switch. Negative customer
experiences cost companies an average of 8 percent of their annual
revenue, so it’s critical that they get their frontline
interactions right.
The Qualtrics platform can now natively capture, analyze and
automate actions based on first-party digital behavioral data, as
well as every form of customer feedback – including call center
transcripts, social media posts, product reviews and survey
responses – all on a single platform. Through Experience iD,
companies can leverage all this information to deeply understand
key moments on all their channels and trigger automated actions to
help customers complete their journey. This game-changing
innovation will help companies increase customer satisfaction and
loyalty, drive engagement, and fuel growth.
“Billions of dollars in revenue are lost every day due to poor
digital experiences,” said Qualtrics President of Product and
Engineering Brad Anderson. “Qualtrics’s new frontline digital
solutions help leaders understand the ‘why’ behind digital
behavior, and help companies know with certainty what to do next to
accelerate customer acquisition and remove friction that’s
resulting in lost customers and lost revenue.”
Qualtrics AI-Powered Insights Optimize the Customer
Experience at Every Frontline Touchpoint
Qualtrics Customer Journey Optimizer, which is built into
Qualtrics Experience iD, identifies key moments and points of
friction that may prevent a customer from making a purchase or
reaching another goal. The solution can quantify the revenue impact
of any issue and redirect the customer proactively.
For example, a bank sees a large number of customers abandoning
new account applications. Customer Journey Optimizer creates a
single omnichannel view of the entire journey to show them exactly
why and where the breakdown is happening, as well as the impact to
their business, such as lost revenue or service cost. The bank can
also see how the issue is impacting various types of customers
across different channels and orchestrate the best response to
increase customer acquisition, drive higher retention, and provide
the highest levels of support.
Digital Experience Insights and Intelligent Recommendations
Drive the Right Actions
Qualtrics Digital Experience Analytics creates a visual replay
of consumers’ behavior during their web experience, capturing key
frustration signals like error clicks, rage clicks, and mouse
thrashes. Digital Experience Analytics uses Qualtrics AI to
identify the most relevant session replays, enabling brands to act
quickly to support customers, prevent lost revenue and increase
customer satisfaction. Built-in privacy controls help organizations
stay compliant with data privacy regulations, while personalizing
and improving their customers’ digital experiences.
For example, imagine a person trying to buy a car online has
added all their desired features but the “confirm options” button
won’t work. They may start “rage clicking” or moving their mouse
rapidly across the page out of frustration. Digital Experience
Analytics sees that behavior and immediately triggers a workflow
within Qualtrics. A pop-up appears offering assistance. The agent
starts the conversation with the full context they need, including
journey information from Customer Journey Optimizer and customer
information through Experience iD. All of this together means the
likelihood of a positive outcome is much higher and an abandoned
customer journey is avoided.
Enriching Qualtrics Experience iD with Digital Behavior
Data
Qualtrics Experience iD is a single, unified view of everything
customers and employees have shared with a company—things they want
a company to know about them––including their preferences and
feelings about their experiences with the product or brand.
Experience iD enables companies to personalize experiences at
scale—giving them granular insights about individuals, while also
delivering powerful aggregated views by segment, such as teams,
geographies, verticals and more, to identify emerging trends and
new market opportunities. Customer Journey Optimizer and Digital
Experience Analytics will enrich Experience iD with journey context
and behavioral data, providing the most comprehensive view of a
customer's experiences with a company.
Availability
Customer Journey Optimizer and Digital Experience Analytics are
available in private beta today. Learn more 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/20230308005104/en/
Tyler Petersen, Qualtrics press@qualtrics.com
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