The new capabilities in the XM for Customer Experience™ suite - including Location Experience Hub and Qualtrics® Assist for CX - allow businesses to bring together structured and unstructured feedback across every channel to create a complete view of their customer experience; get instant access to customer feedback, competitor insights, and industry benchmarks to take quick, targeted action; and equip frontline teams with real-time insights, support, and recommendations to improve experiences in the moment. 

A new report from Qualtrics reveals the majority of executives believe AI will help them overcome the technology limitations preventing them from delivering improved experiences. Businesses that are successful stand to gain a share of US$860 billion in increased revenue forecast to come from using AI to improve the experiences they deliver to customers. These new capabilities give organisations the omnichannel insights they need to win in the era of agentic AI. 

“Too often, AI tailored for efficiency means businesses miss out on the chance to build more personal connections with a customer. These new AI-powered capabilities in the XM for Customer Experience suite are critical to building more personalised customer relationships at scale to reduce customer churn and improve the lifetime value of each customer,” said Brad Anderson, President of Product, User Experience, and Engineering, Qualtrics. “It only takes a second to win or lose a customer’s trust – and with Qualtrics, organisations can effortlessly understand their entire customer experience across every channel to take the right action when and where it matters most.”

Qualtrics makes sure every customer voice is heard

Customers are increasingly sharing less direct feedback following good and bad experiences, leaving businesses with less insight into how to meet customer expectations. In response, new capabilities from Qualtrics allow organisations to effortlessly gather more actionable feedback across channels, and instantly access competitor insights and industry benchmarks:

• Qualtrics Conversational Feedback uses Qualtrics AI to adapt survey questions in real time based on the responses being given, resulting in more actionable feedback. For example, if a customer gives a short, vague response, Qualtrics AI-powered adaptive follow-up prompts the customer for more specific feedback that can be used to close the loop and improve the customer experience. More than 50 brands are already using Conversational Feedback and are doubling the feedback collected, with 90% of survey respondents opting to answer follow-up questions when prompted. Coming soon, Qualtrics Experience Agents™ will extend the Conversational Feedback experience by interacting directly with customers during the survey taking experience and will take action to resolve concerns and close the loop.
• Qualtrics Digital Experience Analytics uses behavioural clues like rage-clicking and mouse thrashing to spot issues, so teams can provide immediate, targeted customer support and proactively improve the user experience. New capabilities include Heatmaps giving digital teams a visual understanding of how customers engage with pages and where the most frustration occurs; Funnels that identify underperforming conversion paths and the key moments where customers abandon the engagement; and Real-Time Frustration Interception. Together these solutions help organisations improve customer retention and conversion rates
• Qualtrics Edge™ Instant Insights gives organisations instant access to a range of competitor insights, industry benchmarks, and emerging consumer trends and behaviours without having to undertake their own research. Instant Insights is powered by data from Qualtrics’ own proprietary research and contributions from partners including Bain and is continuously being refreshed.

Qualtrics provides a single, easy-to-use platform for managing the entire omnichannel customer experience

Organisations with many locations often struggle to pinpoint the best actions they can take in individual stores to improve customer experience. With new AI-capabilities in XM for Customer Experience, Qualtrics is making it simple and quick for organisations to analyse all customer feedback specific to their location, and take targeted action to improve customer experience in the moment:

• Qualtrics Location Experience Hub is a new solution in XM for Customer Experience that gives frontline teams a real-time overview of the customer experience at their location. In minutes store managers can see how their specific location scores are trending, and then respond across multiple channels using AI-personalised responses. Location Experience Hub makes it simple for frontline teams to quickly take action to improve their customer experience and deliver personalised, on-brand experiences across every location.
• Qualtrics Assist for CX uses AI to give CX leaders and teams rapid insights based on structured and unstructured customer feedback from multiple channels. Users can ask simple questions such as “what are the top three customer complaints about our service experience impacting customer loyalty?” or “what are the main themes emerging from recent feedback?” Then Qualtrics Assist surfaces the relevant customer experience insights and shares informed recommendations about the best actions to take based on Qualtrics’ expert-designed methodologies, best practices, and industry benchmarks.
• Qualtrics Insights Explorer uses AI to analyse all structured and unstructured customer feedback and quickly surface issues and touchpoints impacting the customer experience. 

Availability:

• Qualtrics Assist for CX is available in private preview
• Qualtrics Conversational Feedback is generally available today
• Qualtrics Location Experience Hub is generally available today
• Qualtrics Heatmap, Funnel Analytics and Real-Time Frustration Interception capabilities in Digital Experience Analytics are generally available today

About Qualtrics

Qualtrics is trusted by thousands of the world’s best organizations to power exceptional customer and employee experiences that build deep human connections, increase customer loyalty, boost employee engagement, and drive business success. Our advanced AI and specialized Experience Agents allow businesses and governments to proactively interact with customers and employees in personalized ways across every channel and touchpoint, respond in-the-moment to fix or improve experiences, and stay across the latest market trends and opportunities.