Story image

Qualtrics launches new tools to help companies create quality CX programs

27 Jun 17

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.
 

Soul Machines' virtual humans go mainstream
An Auckland AI firm renowned for its work creating ‘digital humans’ is now unleashing its creativity to the wider market.
Hands-on review: The Logitech R500 laser presentation remote
With a clever ergonomic design, you’ll never have to glance at the device, unless you deliberately look to use the built-in laser pointer to emphasise your presentation.
GCSB welcomes Inspector-General's report on intelligence warrants
Intelligence warrants can include surveillance, private communications interception, searches of physical places and things, and the seizure of communications, information and things.
Lightning Lab accelerator delves into tourism
“It’s great to see the tourism sector taking a proactive and collaborative approach to innovation."
Apax Partners wins bidding war for Trade Me buyout
“We’re confident Trade Me would have a successful standalone future," says Trade Me chairman David Kirk
Verifi takes spot in Deloitte Asia Pacific Fast 500
"An increasing amount of companies captured by New Zealand’s Anti-Money laundering legislation are realising that an electronic identity verification solution can streamline their customer onboarding."
Homegrown stress relief app to be launched next year
Researchers at the University of Auckland and an Auckland-based creative agency are working together to create a ‘world first’ app that they believe will help with stress relief.
How blockchain will impact NZ’s economy
Distributed ledgers and blockchain are anticipated to provide a positive uplift to New Zealand’s economy.