Qualtrics Hits 10 Billion Experience iDs and Unveils New Platform Innovations That Deepen Customer Relationships and Automatically Deliver Great Experiences

Rhea-AI Summary

Qualtrics (NASDAQ: XM) has announced new innovations for its XM Platform, enabling organizations to better understand customer needs and deliver personalized experiences in real-time. With the platform now hosting 10 billion Experience iDs, its growth rate is at a remarkable 100% year-over-year. These enhancements offer a unified dashboard that combines various data types to identify growth opportunities while leveraging AI to trigger automated, tailored customer interactions. The innovations are aimed at helping businesses capture critical insights and efficiently manage their customer relations in a challenging economic environment.

Positive

• Achieved 10 billion Experience iDs, growing at 100% year-over-year.
• New platform features enhance data integration and provide actionable insights.
• AI-driven automation improves efficiency in customer engagement and outreach.

Negative

• None.

Qualtrics has the largest human sentiment database in the world, helping organizations know their customers like never before

New XM Platform™ innovations include an enhanced Experience iD (XiD) dashboard experience and automated workflows to get actionable insights faster and deliver personalized experiences

Organizations now have the ability to view and connect customer experience data in a single dashboard to quickly identify points of friction and growth opportunities

PROVO, Utah & SEATTLE--(BUSINESS WIRE)-- Qualtrics (Nasdaq: XM), the leader and creator of the experience management category, today announced new XM Platform innovations to offer organizations the most flexibility to gain a complete understanding of their customers’ wants and needs, and take automatic action to deliver personalized experiences at scale and in real-time.

The innovations come as the Qualtrics XM Platform reaches 10 billion Experience iDs–a growth rate of 100% year over year–serving as the largest human sentiment database in the world, and deepening the ability to give organizations quick actionable insights to drive their business and improve their customer relationships.

Qualtrics captures every form of customer and employee feedback, including survey responses, contact center chat interactions, social media posts, product reviews and more. With advanced machine learning and AI, Qualtrics uniquely analyzes this data to understand the emotion, effort, and intent behind the words. Experience iD captures all of this customer experience data in a single profile, creating a digital history of all user interactions and experiences over time in a single view.

Qualtrics’ sophisticated AI technology captures aggregated data within the 10 billion XiD profiles, offering organizations deeper insights to help them take the right action to improve customer experiences. The data captured within XiD also enables development of a library of benchmark metrics, such as CSAT and NPS, so companies can assess their results against their peers.

“In a tightening economy, companies are looking for efficient, at-a-glance insights that can provide unique perspectives at scale so they can get to know their customers on a deeper level and automatically deliver tailored experiences,” said Brad Anderson, Qualtrics President of Products and Engineering. “The breadth of data captured within XiD paired with its AI capabilities ensure incredible scale, empowering companies to connect the dots across each touchpoint of a user’s journey to uncover the insights needed to take quick and targeted action.”

More flexibility to connect and activate customer data in a single, unified view

The enhanced XiD dashboard enables organizations to have greater flexibility to connect and pull in different types of data including transactional data such as visits and purchases; demographic data including age, geography, income level; and other experiential information such as sentiment, effort, emotion, and intent to understand key customer trends, identify potential gaps, and get to actionable insights faster.

Operational customer data shows ‘what’ is happening while experience data provides the ‘why’ and determines what actions need to be taken. By combining the two, organizations can view additional insights to gain a complete view of their customers to derive critical insights about their business.

For example, a hospital can use the newly enhanced XiD analytics dashboard to better understand patient experiences and trends, such as overall patient CSAT, trends in total visits, and average stay. Organizations can also easily customize the view to bring in and analyze additional data, such as patient age distribution, or show CSAT trends across types of care received.­­­

Unlock new opportunities to automatically deliver personalized customer experiences in real-time

Qualtrics is deepening the integration between XiD and xFlow, Qualtrics’ workflow automation engine. New XiD-powered workflows enable organizations to automatically trigger personalized engagement and outreach, helping eliminate friction points. This includes the ability to trigger workflows based on changes in customer contact information, transaction data, or changes in customer segment membership, empowering organizations to respond quickly and efficiently, driving action at scale.

For example, a luxury retailer has a customer that moves to a new city, and based on their address changes and recent segment membership characteristics, XiD can automatically trigger an email welcoming them to their nearest physical location and run an automated campaign to send a special promotional code since they’ve shifted to a high valued customer.

Automatically triggering actions across the customer journey helps organizations reduce operating costs and eliminate manual processes, all the while identifying ways to deliver more tailored, personalized customer experiences.

For more information on the latest XiD innovations, check out the blog.

About Qualtrics

Qualtrics, the leader and creator of the experience management category, is changing the way organizations manage and improve the four core experiences of business—customer, employee, product and brand. Over 16,750 organizations around the world use Qualtrics to listen, understand and take action on experience data (X-data™)—the beliefs, emotions and intentions that tell you why things are happening, and what to do about it. The Qualtrics XM Platform is a system of action that helps businesses attract customers who stay longer and buy more, engage employees who build a positive culture, develop breakthrough products people love and build a brand people are passionate about. To learn more, please visit qualtrics.com.

View source version on businesswire.com: https://www.businesswire.com/news/home/20221215005373/en/

Kia Vang

press@qualtrics.com

Source: Qualtrics

FAQ

What are the new features introduced in Qualtrics' XM Platform?

The new features include an enhanced Experience iD dashboard and automated workflows that allow organizations to gain actionable insights faster and deliver personalized experiences.

How many Experience iDs does the XM Platform currently have?

The XM Platform currently hosts 10 billion Experience iDs, reflecting a growth rate of 100% year-over-year.

How does Qualtrics help organizations understand customer needs?

Qualtrics captures various forms of customer feedback and utilizes AI to analyze emotional and behavioral data, providing a comprehensive view of customer experiences.

What is the significance of the new data integration in XM Platform?

The new data integration allows organizations to combine operational and experience data for deeper insights, helping to identify trends and gaps in customer experiences.

How does Qualtrics' technology improve customer experience management?

Qualtrics' AI technology automates workflows and triggers personalized interactions based on real-time data changes, enhancing customer engagement.