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Qualtrics CustomerXM

Customer experience management software
our rating 4.5 out of 5 Stars

Qualtrics CustomerXMProduct Overview

  1. About Qualtrics CustomerXM
  2. Pros of Qualtrics CustomerXM
  3. Cons of Qualtrics CustomerXM
  4. Breakdown of core features

Qualtrics CustomerXM product overview

Qualtrics provides solutions that enable brands to continually assess the quality of their four core experiences—customers, employees, products, and brands. CustomerXM, its platform for customer experience improvement, streamlines monitoring, responding to, and improving every key moment along the customer journey and incorporates customer feedback into every decision.

With Qualtrics CustomerXM, businesses get the Ultimate Listening Engine, predictive intelligence and analytics, and full closed-loop actioning capabilities. As a result, brands gain a holistic understanding of their customers’ experiences and take the right actions that drive meaningful impact. With the software’s flexible role-based dashboards, dynamic case management, and full CRM integration, organizations can deliver better customer experiences.

Qualtrics CustomerXM helps users drive action throughout the organization. Its drag-and-drop integrations automatically trigger actions in the CRM, ticketing systems, and messaging apps to create a single System of Action that puts the customer at the heart of the organization.

Pros of Qualtrics CustomerXM

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  • The platform automatically sends recommended actions to the right teams, so they can take the steps that will increase customer satisfaction and loyalty.
  • With its predictive AI, businesses can uncover trends, patterns, and key drivers of customer loyalty. Users can access prescriptive insights instantly and focus on the areas that will maximize impact.

Cons of Qualtrics CustomerXM

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  • Some users commented that the software allows limited design customization for dashboards and reports.

Breakdown of core features

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Digital customer experience

Qualtrics CustomerXM helps businesses to understand how digital experiences are impacting the perception of customers. As a result, brands can fix experience gaps, create emotionally engaging interactions, and better connect with customers, so they want to return.

The software has relational, transactional, and full journey customer experience programs built into the platform, making it simple for users to understand and act on customer feedback.

Account management

The solution puts all experience and operational data together on a single platform, allowing the company to see how every client interaction impacts the bottom line and prioritize the right actions to encourage revenue growth. Its customizable, automated workflows route recommended actions in real-time, so managers can step in and improve the experience. Moreover, organizations can move beyond traditional surveys and collect updated client feedback through multiple channels.

Customer surveys

Brands can survey their customers across multiple channels and see all data in real-time with Qualtrics CustomerXM. They can also embed customer survey feedback into their employees’ daily routines. Everyone in the organization can see the data that matters to them with role-based dashboards that automatically surface the accurate insights to the correct people.

Customer analytics

Qualtrics CustomerXM empowers organizations to make data-driven business decisions with predictive customer analytics. The software eliminates tedious manual work and equips everyone in the organization with customer analytics to optimize the experience and deliver value back to the business.

(Last updated on 03/01/2022 by Liz Laurente-Ticong)

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