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TECHNOLOGIES & PRODUCTS

asking a lot of questions, closing experience gaps creates a system of action with reimagined interfaces
faster. designed for every stakeholder, from the executive, to
the front line. Through integrations with leading sales,
• Frontline Feedback: Employees are at the frontline HRIS, CRM, collaboration and service clouds,
with customers across all stages of a customer CustomerXM smartly activates insights in the tools and
journey. With Frontline Feedback, employees have a platforms employees use every day, so they can act
structured, always-on way to provide feedback and immediately.
submit actionable ideas on how to improve the
customer experience. With commenting and New products and features include:
upvoting/downvoting, employees can collaborate
with each other and increase the customer-centricity • Smart Routing: Smart Routing ensures the right
of their organization's culture. actionable insights get to the right person in the
organization, in the tool and platforms they use.
Successful CX Programs Are PREDICTIVE Integrations with leading platforms such as SAP,
Salesforce.com, Microsoft Dynamics, JIRA, and
Leading CX programs proactively surface insights and more, ensure that every person the organization can
generate powerful predictions about customer behavior, make CX part of their daily routine and close
so organizations can act faster. The power of Qualtrics experience gaps faster.
iQ, a set of intelligent, machine learning capabilities, is
built directly into CustomerXM, and surfaces tailored • Reimagined Mobile Experience: Qualtrics has
insights, focused on root cause resolution. reimagined CX for mobile devices, focusing on
getting from insight to action more quickly. New
New products and features include: smart notifications immediately alert users to
changes in their customer's experience, such as a
• Focus Areas: Focus Areas are prescriptive insights decline in NPS in a particular region. CX leaders and
that help organizations prioritize key drivers based stakeholders no longer must filter dashboards or dig
on the impact each will have on business to uncover important insights. Users can easily
performance. Tailored to each role and department, comment on key insights, tag others, and share,
Focus Areas tell you exactly which actions can immediately activating the organization to act on
move the needle most with customers. customer experience. CustomerXM brings the
insights to them.
• Voice iQ: Voice analytics enable organizations to
understand sentiment and gain insights from every • B2B Command Center: B2B organizations now
call coming into your contact center. Organizations have CX tools designed specifically for their
can gather insights from every customer service business, with CX insights and actions at the
interaction using the power of the human voice in account level. Account leaders can more effectively
addition to other channels available in the Qualtrics drive value with their accounts with customer
Experience Management platform to understand experience trends, persona-based insights, journey
customer experience. Topic, sentiment and tonality views, verbatim analysis and powerful predictions
analysis alongside operational data and experience about future behaviour, such as churn and upsell.
feedback provide CX leaders and stakeholders the
insights they need to improve customer satisfaction CustomerXM is used by the world's most iconic brands
and employee performance. to optimize the customer experience and make data-
driven decisions that ultimately lead to more customers,
• Benchmarks for CX: Organizations using reduced churn and increased loyalty. The best
CustomerXM™ now have access to industry customer experience management programs track
benchmarks and custom market research from the every meaningful interaction and analyze the data to
world's leading providers, including Bain, Walker, close the gap between what customers expect and the
and the XM Institute. CX leaders and stakeholders experience being delivered. ◊
can more easily benchmark and uncover insights for
their CX programs in real-time against other To learn more visit: https://www.qualtrics.com/customer
organizations using the world's most reputable -experience/.
industry benchmarks.

Successful CX Programs Are EMBEDDED

CX programs that drive business impact are embedded
in an organization's existing culture, tools and process
so every employee can be activated to deliver
breakthrough customer experiences. CustomerXM

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