Experience management software provider Qualtrics has announced enhancements to its customer experience (CX) management platform, Qualtrics Customer Experience.
The enhanced capabilities include a sophisticated diagnostic assessment and proven methodology to help companies significantly elevate and mature their CX programs, leading to greater customer satisfaction results and higher returns on CX program investment. "Qualtrics is helping us create a culture of customer centricity within our organisation," says Michael Maicher, Allianz global broker management global head.
“True customer centricity is not a project - it's a culture and a way of doing business that will help us grow and be successful for decades to come.
"Our goal over the long term is to have 75% of AGCS countries benchmark against peers in either above market or loyalty leadership status." Organisations understand the importance of listening to customers, but often do not know which steps to take to create world-class CX programs that deliver business results.
Qualtrics not only delivers the required technology, but also the step-by-step framework to help companies design and implement an end-to-end CX programme. "Customer experience management is a business imperative.
“Companies that prioritise customer experience outperform customer experience laggards in stock returns by an average of nearly 80%," says Luke Williams, Qualtrics CX head.
"Done right, customer experience management drives financial results through better customer acquisition, improved customer retention and loyalty, reduced costs to serve, increased share of wallet, and higher brand awareness." Qualtrics offers a CX diagnostic that assesses CX program maturity against Qualtrics' methodology for CX program success.
As part of this diagnostic evaluation, companies receive an immediate, personalised report with a full description of what they can do to improve their CX program to achieve better customer and financial results.
The report also includes a maturity score in relation to each of the five CX competencies and an overall company rating compared to state-of-the-art CX program standards.