Qualtrics Announces New Customer Experience Solutions to Assist Organizations in Attracting Customers and Increasing Loyalty in a Post-Pandemic Era

Qualtrics, the world's No. 1 Experience Management (XM) Platform and the creator of the XM category, today announced new solutions to make it much simpler for businesses to attract new clients and establish loyalty with current customers, quickly and at scale. The new solutions are simple to implement, allowing businesses to reduce time to value.

The pandemic forced every organization to respond to unexpected changes in customer preferences, from how customers choose to communicate with customer service to how brands react to the crisis. As we step into the post-pandemic world, the most successful businesses will make strategies by closely engaging with their customers to understand changes in their desires, predict future actions, and deliver better experiences, even in the face of uncertainty.

"Customer preferences and expectations have changed dramatically in the last year, and businesses will continue to take an experience-first approach to customer relationships moving forward," said Qualtrics Chief Product Officer Jay Choi. "The most successful companies evolve and prosper even through disruptive periods by knowing the 'how' and 'why' behind consumer habits and proactively creating and providing the right experiences for their customers."

Qualtrics is offering the following new solutions to assist companies in identifying what their B2B and B2C customers are experiencing with their brand over time and allowing them to respond effectively to the data:

Relational Customer Experience (CX) provides businesses with a real-time perspective of the health of their customer relationships, allowing them to provide more personalized experiences, enhance customer satisfaction, and minimize attrition. Relying solely on annual surveys can lead businesses to the risk of losing clients before they are aware of any dissatisfaction. Organizations can use Relational CX to gather reviews regularly during the customer experience, providing an up-to-date view of the health of their customer relationships at key milestones. As a result, businesses will see how overall customer health affects market indicators like the share of wallet, allowing them to easily change strategy. The solution also automatically channels suggestions to the relevant teams, such as customer support or sales, and surfaces recommendations to assist them in taking the right action at the right time.

Account-Based Relationship Diagnostic provides organizations with a detailed view of their B2B customer relationships, allowing them to establish stronger ties and generate more revenue. Account-Based Relationship Diagnostic combines feedback data from any interaction within a customer's organization to provide sales and customer success teams with an overall picture of the account's health. Instead of focusing exclusively on one individual's feedback as a measure, teams can better understand the key factors for the overall account by considering any stakeholder's viewpoint on the customer experience. This enables businesses to proactively recognize at-risk and growth accounts to increase sales and reduce churn.

Digital Support Optimization allows businesses to provide frictionless customer service through any digital platform. This new solution allows care staff to use feedback to identify gaps in their digital support experiences, which can result in dissatisfied customers and greater use of more expensive support channels. These teams will now be able to have improved customer service interactions via digital platforms such as their website, email, and automated chat, which will improve customer satisfaction while decreasing call center traffic. For Front-line staff, such as call center agents, Digital Support Optimization allows them to provide internal reviews on interactions that may be enabled by digital platforms in the future. This feedback immediately advises the necessary internal departments to enhance the service for both frontline employees and customers.

About Qualtrics
Qualtrics, the market pioneer in customer experience and the founder of the Experience Management (XM) concept, is revolutionizing how businesses handle and optimize the four main company experiences––customer, employee, product, and brand. Qualtrics is used by over 13,000 organizations globally to listen to, understand, and respond to experience data (X-data).