Qualtrics and Twilio Raise the Bar for Customer Experience with New Integration and Expanded Partnership
09 März 2023 - 3:00PM
Business Wire
Qualtrics Experience iD and Twilio Segment
Integration will allow organizations to deliver more personalized
customer experiences by combining operational and experience
customer data in a unified view
QUALTRICS X4 — Qualtrics (Nasdaq: XM), the leader and
creator of the experience management category, and Twilio, the
customer engagement platform that drives real-time, personalized
experiences for today’s leading brands, are expanding their
partnership and introducing a new no-code connector that allows
real-time data sharing and integration between the Twilio Segment
customer data platform (CDP) and Qualtrics’ Experience iD (XiD).
The combined view of operational engagement data like content
engagement, purchases, user logins and cart abandonments in Twilio
Segment with qualitative data like customer satisfaction and effort
scores in XiD creates richer customer profiles and more actionable
insights.
Personalization is an imperative for businesses today. Recent
research, commissioned by Twilio, found that 62% of consumers
expect personalization, saying that a brand will lose their loyalty
if their experience is not personalized — meanwhile, 49% will
become repeat buyers if personalization is offered. Empowered by
this new integration, brands can use a unified combination of
customer behavior data and overall sentiment data, to create
differentiated, personalized experiences that exceed consumer
expectations.
“Twilio has world-class capabilities to capture interaction data
and put it to use,” said Brad Anderson, President of Qualtrics
Products and Engineering. “Our partnership combines the behavioral
signals captured by Twilio Segment with Qualtrics XiD, providing
customers with an understanding of the key factors impacting their
customers' experience by analyzing both structured feedback and
unstructured feedback using Qualtrics conversational
analytics.”
“The combination of data from Twilio Segment and Qualtrics XiD
has unlocked new visibility into our customers’ experience,
removing silos in our data,” said Courtney Anderegg, Lead Customer
Insights Analyst at Imperfect Foods. “With detailed and
consistently up-to-date customer profiles, we were able to
personalize outreach and improve the quality of our product for our
customers.”
“One of the biggest obstacles businesses face in meeting
customer expectations is siloed data. If you don’t have the full
picture of your customer, how can you create a personalized
experience for them?” said Kathryn Murphy, VP of Twilio Product
Management. “Our partnership with Qualtrics unifies and
democratizes the customer data needed to deliver personalization in
real time, and at scale. We’re excited to dive into how businesses
can make the most of unified data at X4 Summit this week.”
Organizations often have important data scattered across
multiple systems owned and managed by different teams. Disjointed
data leads to an incomplete understanding of how to effectively
root out poor experiences or inefficiencies within a business
process or customer journey. Connecting disparate data sets in
Segment and XiD in real time would previously take weeks of
expensive technical work to set up. Now, viewing these data sets
together allows businesses to evaluate and respond to customer
inquiries more efficiently and improve customer satisfaction and
loyalty. For example, customer satisfaction data from XiD can be
used to categorize customers into different segments. These
segments can then be handled in a bespoke way, such as providing a
white-glove experience for customers with a low-CSAT score, in
downstream marketing or service destinations.
This is the first Qualtrics connector to a CDP that provides a
no-code integration. This new connector builds on previous
Qualtrics and Twilio integrations that make it easy to capture
instant feedback via SMS or WhatsApp or automatically send
Qualtrics Delighted surveys and sync response data in Twilio
Segment. Additionally, Twilio Segment customers now have free
access to the Qualtrics Delighted-Segment integration and
participants in the Segment for Startups program will now have
discounted access to Qualtrics Delighted.
Availability
Available at no extra cost, the integration is available in the
Segment Integration Catalog as both a Source and Destination.
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’ 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.
About Twilio
Today's leading companies trust Twilio's Customer Engagement
Platform (CEP) to build direct, personalized relationships with
their customers everywhere in the world. Twilio enables companies
to use communications and data to add intelligence and security to
every step of the customer journey, from sales to marketing to
growth, customer service and many more engagement use cases in a
flexible, programmatic way. Across 180 countries, millions of
developers and hundreds of thousands of businesses use Twilio to
create magical experiences for their customers. For more
information about Twilio (NYSE: TWLO), visit: www.twilio.com.
About Twilio Segment
Twilio Segment’s Customer Data Platform (CDP) provides companies
with the data foundation that they need to put their customers at
the heart of every decision. Per IDC, it’s the world’s #1 CDP for
2021 market share. Using Twilio Segment, companies can collect,
unify and route their customer data into any system where it’s
needed to better understand their customers and create seamless,
compelling experiences in real-time. Tens of thousands of
companies, including FOX, IBM, Intuit, and Levi’s use Twilio
Segment to make real-time decisions, accelerate growth and deliver
world-class customer experiences. For more information, visit
https://segment.com.
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version on businesswire.com: https://www.businesswire.com/news/home/20230309005221/en/
Tyler Petersen, Press@Qualtrics.com Sam McEvans,
Press@Twilio.com
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