Associated tags: Emotion, Qualtrics, XM, Software, Data Management, Professional Services, Research
Locations: DISTRICT OF COLUMBIA, FORD, QUEBEC, CORONA, BON SECOUR, ML, DISH, UTAH, WASHINGTON, SALT, MISSOURI, HILTON, QA, UNITED STATES
Retrieved on:
Thursday, February 22, 2024
Acquisition,
Workload,
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Research,
XM,
ROI,
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Engineering,
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Full-time equivalent,
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Qualtrics,
CX PROVO, Utah and SEATTLE, Feb. 22, 2024 /PRNewswire/ -- Companies that invested over the last three years in experience management software from Qualtrics saved an average of $6.3 million and increased their annual revenue by $1.2 million, according to a new report from Nucleus research. Companies using Qualtrics saw their customer satisfaction metrics rise 7-12% year over year.
Key Points:
- Companies using Qualtrics saw their customer satisfaction metrics rise 7-12% year over year.
- "Qualtrics equips organizations with the capabilities they need to deliver superior experiences, fostering deep connections with customers and employees," said Brad Anderson, President of Product and Engineering at Qualtrics.
- Organizations reduced average survey and XM technology costs by 37.5 percent, accomplished by consolidating several platform features and tools into Qualtrics.
- "Qualtrics' CrossXM product converges customer experience (CX) and employee experience (EX) data and processes to optimize decision-making and amplify business impact across different experiences."
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Tuesday, February 6, 2024
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Magic Quadrant,
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XM,
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Completeness,
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Customer service PROVO, Utah and SEATTLE, Feb. 6, 2024 /PRNewswire/ -- Qualtrics, the leader and creator of the experience management (XM) category, has once again been named a Leader in the 2024 Gartner® Magic Quadrant™ for Voice of the Customer*. Qualtrics is positioned highest for its Ability to Execute and Completeness of Vision.
Key Points:
- PROVO, Utah and SEATTLE, Feb. 6, 2024 /PRNewswire/ -- Qualtrics, the leader and creator of the experience management (XM) category, has once again been named a Leader in the 2024 Gartner® Magic Quadrant™ for Voice of the Customer*.
- "Qualtrics' is a 3rd time Leader in the 2024 Gartner® Magic Quadrant™ for Voice of the Customer which we believe, underscores our commitment to continued innovation in our products and rapidly growing customer base," said Brad Anderson, Qualtrics President of Product, User Experience, Engineering and Ecosystem.
- Gartner® defines Voice of the Customer (VoC) as "software applications that integrate feedback collection, analysis, distribution and action into a single, interconnected platform to help understand and improve the customer experience (CX)."
- *Gartner, Magic Quadrant for Voice of the Customer Platforms, 31 January 2024, Michael Maziarka, et.
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Thursday, February 1, 2024
PROVO, Utah and SEATTLE, Feb. 1, 2024 /PRNewswire/ -- New research from the Qualtrics XM Institute finds that globally, organizations are putting $3.7 trillion annually at risk due to bad customer experiences, an increase of approximately $600 billion (19%) compared to projections from last year.
Key Points:
- Bad customer experiences lead directly to lost revenue, and just one negative interaction can result in losing a customer and their potential spending in the future.
- Poor customer service comes with growing costs for businesses while consumer trust in businesses in the US is at its lowest point since 2016, outside of the 2020 pandemic-led crash.
- Research from Qualtrics XM Institute has shown that investing in frontline employees pays off with an improved customer experience.
- "Done well, AI can make frontline workers more effective and give customers faster access to the things they need," said Temkin.
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Thursday, January 25, 2024
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Rocky Mountains,
XM,
Qualtrics,
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Nursing PROVO, Utah and SEATTLE, Jan. 25, 2024 /PRNewswire/ -- Qualtrics, the leader and creator of the experience management (XM) category, today announced that University of Utah (U of U) Health has driven a 100% increase in patient feedback since implementing the Qualtrics XM Platform, empowering frontline employees to respond quickly to improve patients' experiences in the moment, as well as scaling those insights to create a patient-centric healthcare experience.
Key Points:
- With Qualtrics, U of U Health is able to collect and analyze patient feedback at scale, and quickly share insights with the people who can immediately address patients' needs.
- "University of Utah Health not only actively listens throughout the patient journey, we're taking it one step further, and taking real-time action to improve the patient experience without over-burdening our caregivers," said Dan Lundergan, CEO at U of U Health Hospitals and Clinics.
- "University of Utah Health is a fantastic example of earning - and keeping - the trust of patients and communities by focusing on the entirety of the patient experience," said Dr. Adrienne Boissy, Chief Medical Officer at Qualtrics.
- U of U Health is the only academic medical center in Utah and provides patient care, education and research across six states in the Rocky Mountain area.
Retrieved on:
Wednesday, January 10, 2024
PROVO, Utah and SEATTLE, Jan. 10, 2024 /PRNewswire/ -- Consumer trust in the US is at one of its lowest points in the last decade, according to new data from Qualtrics XM Institute. Setting aside the pandemic crash in 2020, consumer trust is at its lowest point since 2016. Historically, 52% of consumers trust organizations to meet their expectations. Outside factors, such as societal and cultural factors and the economic climate, pushes trust higher or lower.
Key Points:
- Setting aside the pandemic crash in 2020, consumer trust is at its lowest point since 2016.
- Outside factors, such as societal and cultural factors and the economic climate, pushes trust higher or lower.
- Since hitting its lowest level in 2020, trust has not recovered to pre-pandemic levels, and has even lost a little of the rebound it experienced in 2021.
- "As AI becomes more prevalent in consumer interactions, trust will be more important than ever.
Retrieved on:
Tuesday, December 19, 2023
Partnership,
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XMI,
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Digital,
Growth,
Benchmarking,
Organization,
CX,
XM,
Retail PROVO, Utah and SEATTLE, Dec. 19, 2023 /PRNewswire/ -- Qualtrics, the leader and creator of the experience management (XM) category, partnered with Dow, a renowned 125-year-old materials science company, to launch a digital transformation that has generated $300 million in value and a 20%improvement in Dow's customer satisfaction scores.
Key Points:
- "We are proud to help Dow realize its goal to make every customer interaction easy, enjoyable, and effective with a data-led enterprise-wide CX strategy."
- Qualtrics XM for Customer Frontlines enabled Dow to ask questions of multiple customer personas spanning the entire Dow customer journey to understand the unique needs of each Dow customer.
- Using Qualtrics Digital CX and the Qualtrics XM Institute CX Maturity assessment , Dow identified several opportunities to improve the effectiveness of its online and digital properties by designing new or enhanced digital experiences for customers.
- "From the early days of our journey, Qualtrics solutions have allowed us to rationalize and monetize our CX disciplines to unlock new value for our customers and for Dow.
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Wednesday, December 13, 2023
Organization,
Customer,
XM,
Dow,
Customs Frontline,
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Qualtrics PROVO, Utah and SEATTLE, Dec. 13, 2023 /PRNewswire/ -- Qualtrics, the leader and creator of the experience management (XM) category, has been named a Leader in the inaugural IDC MarketScape: Worldwide Voice of the Customer Applications 2023–2024 Vendor Assessment (doc #US50052123, November 2023).
Key Points:
- PROVO, Utah and SEATTLE, Dec. 13, 2023 /PRNewswire/ -- Qualtrics, the leader and creator of the experience management (XM) category, has been named a Leader in the inaugural IDC MarketScape: Worldwide Voice of the Customer Applications 2023–2024 Vendor Assessment (doc #US50052123, November 2023).
- "Qualtrics is leading the way to the future in Customer Experience.
- "With our unified XM platform, omni-channel solutions and a $500 million commitment to AI initiatives, Qualtrics is paving a clear path to value for our customers.
- For more information about Qualtrics' XM for Customer Frontlines, please visit www.qualtrics.com/frontline/
Retrieved on:
Tuesday, December 5, 2023
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Patient,
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Customer experience,
CHR,
Science,
Intermountain Health,
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Emotion,
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Health care,
Pharmacy,
Nursing,
Epic FORBES HEALTHCARE SUMMIT, N.Y., Dec. 5, 2023 /PRNewswire/ -- Qualtrics, the leader and creator of the experience management category, today announced a new collaboration with Epic, the market leader in comprehensive health record (CHR) technology. Together, the two companies will integrate patients' experience data from Qualtrics directly with their health information in Epic, making it easier for providers to offer a more personal healthcare experience for millions of patients.
Key Points:
- Qualtrics patient experience data will be integrated with Epic to support personalized, empathetic care
FORBES HEALTHCARE SUMMIT, N.Y., Dec. 5, 2023 /PRNewswire/ -- Qualtrics, the leader and creator of the experience management category, today announced a new collaboration with Epic, the market leader in comprehensive health record (CHR) technology.
- Together, the two companies will integrate patients' experience data from Qualtrics directly with their health information in Epic, making it easier for providers to offer a more personal healthcare experience for millions of patients.
- Epic is one of the largest providers of health information technology for health systems, pharmacies, medical schools, retail clinics, and health plans across the United States.
- "With deep experience across consumer industries, Qualtrics brings a broad perspective to healthcare," said Alan Hutchison, vice president at Epic.
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Wednesday, November 15, 2023
CX,
Social media,
Feedback,
Research,
Morale,
Digital,
Emotion,
Organization,
Human,
Online shopping,
Qualtrics PROVO, Utah and SEATTLE, Nov. 15, 2023 /PRNewswire/ -- Consumer expectations are on the rise heading into 2024, and they expect companies to deliver a consistently smooth experience whether they're shopping on a website, calling customer support or using a chatbot, according to the 2024 Consumer Experience Trends Report from Qualtrics. The study found that as AI becomes a bigger part of daily life, consumers are putting a higher value on human connection and rewarding brands that deliver exceptional digital support with their dollars and lasting loyalty.
Key Points:
- These issues may get worse in 2024 as only 38% of CX professionals said, "training our customer service agents and frontline employees" would be a priority for the year ahead, according to Qualtrics research.
- "Great customer service starts with taking care of the humans engaging with customers on the frontline," Dorsey said.
- Consumers are six percentage points less likely to be satisfied by their digital customer support experience, compared to human support.
- "Digital channels, such as websites and apps, are becoming increasingly critical in shaping the customer experience," said Dorsey.
Retrieved on:
Tuesday, November 7, 2023
Qualitative research,
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AI,
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COVID-19,
Marketing,
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Research,
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Medical device,
Qualtrics PROVO, Utah and SEATTLE, Nov. 7, 2023 /PRNewswire/ -- The 2024 Market Research Trends Report from Qualtrics finds that researchers are eager to embrace new technology in 2024 – but struggling to keep pace with AI, and burdened by the potential for fraud. At the same time, despite cuts to global marketing budgets, organizations around the world are increasing their reliance on timely, thorough consumer research to inform strategy, increase profits, and understand what customers want.
Key Points:
- "The market research industry may experience a more rapid AI-powered transformation than any other industry in the world in 2024, but will they be ready for it?"
- said Jill Larson, Chief Product Officer for Strategy & Research at Qualtrics.
- Qualtrics asked more than 3,000 market researchers across 14 countries about the trends that will shape the research industry and how they will impact their organizations' priorities in 2024.
- The 2024 market research trends are:
The skills gap is widening, and AI can close it fast
Organizations are rethinking what research is capable of by increasing their use of AI to transform market research at scale.
