Experience leaders from world’s top brands –
including Disney, Chipotle, and Delta – are using feedback, data,
and analytics to build deeper relationships with their employees
and customers and create breakthrough experiences in order to
thrive in challenging times.
QUALTRICS X4 — Qualtrics (Nasdaq: XM), the leader and
creator of the experience management category, today announced the
winners of the 2023 XM Breakthrough Artists awards, recognizing
leaders and innovators who are creating breakthrough
experiences.
This year’s winners used Qualtrics to help them revolutionize
car buying, improve restaurant experiences, and design a set of
crayons that more accurately reflects the diversity of the
world.
Disney, Chipotle, Delta, Rivian, Uber and Crayola were
recognized on stage at X4™: The Experience Management Summit for
their pioneering and inventive approaches to creating extraordinary
employee and customer experiences, including investments in
improving diversity, equity and inclusion, a category added in
2022. Each winner received a custom Yamaha Revstar guitar
conceptualized by Qualtrics and laser-engraved by Big Secret in
Richmond, VA. Its design proudly signifies the boldness and
attention to detail our Breakthrough Artists exemplified.
“The world’s top brands aren’t known for what they sell, but how
they make customers feel,” said Qualtrics Chief Category &
Brand Officer Kylan Lundeen. “This year’s XM Breakthrough Artist
awards recognize the brands that are driving business results
through authentic & meaningful experiences by listening to
customers & employees, identifying needs, and executing in
spectacular fashion.”
Delta – Experience Management Breakthrough Artist
Winner
Delta Air Lines, recently named the Top U.S. Airline of 2022 by
the Wall Street Journal in its annual airline scorecard and one of
Fast Company’s 2023 Most Innovative Companies worldwide, is
dedicated to continuing to elevate the travel journey. The company
is focused on delivering personalized journeys across both digital
and in-person channels using in-moment feedback to further enhance
the customer and employee experience. In January 2023, Delta
announced free Wi-Fi for Delta SkyMiles members on most domestic
mainline flights – listening, understanding and pivoting as needed
based on how customers respond. Delta has long realized that
providing humanity into the travel experience improves customer and
employee outcomes; the data now being captured with Qualtrics will
aid in reinforcing that.
Chipotle – Employee Experience Breakthrough Artist
Winner
As the largest national fast-casual restaurant brand, Chipotle
employs more than 100,000 people. Their “Chipeeps” – or Chipotle
people – are at the heart of everything they do. Chipotle partnered
with Qualtrics to gain insights on how each restaurant team’s
experience affected customer perception.
From food taste to order accuracy and service speed, the
Chipotle team discovered that customers are consistently more
satisfied at restaurant locations where employees reported high
levels of trust and respect for one another, good communication
from the executive team, and involvement in decisions that affect
their work. The project inspired additional efforts to better
understand EX and CX connections to ultimately bolster both its
employee and guest experiences.
Disney – Customer Experience Breakthrough Artist
Winner
Disney+ worked with Qualtrics to paint a complete picture of
their audiences’ needs before launching the direct-to-consumer
streaming platform in 2019. The company leveraged Qualtrics
DesignXM and CX alongside additional services from Qualtrics,
including Advanced Survey features for collection of score and
qualitative feedback, XiD for audience management, Stats iQ for
analysis, and even Text iQ for text analysis. It worked - in less
than four years, Disney+ has grown its reach to nearly 162 million
subscribers globally.
Rivian – Product Experience Breakthrough Artist
Winner
In order to enable extraordinary adventures, Rivian is
revolutionizing the experience of buying a new vehicle. Rivian is
moving away from a disparate, siloed purchase process – which
customers had to navigate alone – to one that is seamlessly
connected, simple to navigate, and where information easily flows
between each stage of the digital experience.
Whether it’s reinventing the vehicle purchase process or
upending how vehicle financing is acquired, Rivian is committed to
providing customers an exceptional experience in their path to
ownership. That’s why they are this year’s PX Breakthrough Artist
Winner.
Uber – Brand Experience Breakthrough Artist Winner
The Uber team has been working with Qualtrics on their brand
tracker for more than three years. They use Qualtrics to understand
and track the health of the Uber and Uber Eats brands across global
key markets. This program provides strategic insights to inform the
roadmap for new research and product development, as well as
marketing initiatives throughout the year.
With this program, Uber has been able to identify pain points
and understand key drivers of brand favorability, consideration,
preference and trust and take action. The team also uses the
tracker as a starting point for new research and identifies gaps in
their knowledge.
Crayola – DEI Breakthrough Artist Winner
A brand that’s still innovating after 120 years, Crayola
believes kids should have the power to create their place in the
world by coloring themselves into it. The company introduced
Multicultural Crayons more than 30 years ago. Beginning in 2019,
they partnered with Qualtrics through 4 rounds of feedback from
more than 9000 consumers as well as industry experts both in
product development and their own internal processes inside the
company to ensure they were authentic, credible and transparent in
the creation of Colors of the World.
In 2020, Crayola announced the new Colors of the World crayons,
a line of 24 specially formulated crayons representing more than 40
global skin tones designed to meet the needs of today’s
increasingly diverse world and promote the importance of inclusion
and self-expression. For the role they play in empowering everyone
with the ability to self-express, Crayola is this year’s DEI
Breakthrough Artist Winner.
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/20230309005835/en/
Max Frost, Qualtrics press@qualtrics.com
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