QUALTRICS
Title of the video
connecting the dots across all aspects of experience ,” he said pointing out we live in a world where people demand more from products , brands , and experiences .
Qualtrics is used by organisations to launch new experiences based on powerful market research to uncover unmet customer and employee needs , and then to continually optimise those experiences as their market and their stakeholders change .
The future of CX is XM So , to be clear on the difference between CX and XM ; legacy CX programs tend to rely on limited feedback from a handful of customers — usually directly after a transaction or interaction and tend to be focused on tracking a customer experience metric like CSAT or NPS .
“ The simple concept of listening and acting on the feedback of your customer was so alien to the corporate world I first entered in 2010 , but the impact to the business is significant ”
YUSDI SANTOSO HEAD OF CUSTOMERXM SOLUTIONS STRATEGY EMEA , QUALTRICS
264 July 2021