QUALTRICS
“ That ' s ultimately what we want to do at Qualtrics : empower everybody in an organisation to design and improve experiences for customers and employees ”
YUSDI SANTOSO HEAD OF CUSTOMERXM SOLUTIONS STRATEGY EMEA , QUALTRICS
“ XM will increasingly define whether an organisation will be successful or not .
A company who doesn ' t care to listen to their customers and employees - or process feedback on its products and its brands - is a company that will fail ,” commented Santoso . “ XM is now appearing on the executive business agenda and is being recognised by the C-suite . We are seeing “ The Rise of The Chief Experience Officer ” - a Forbes article written by Gerard Szatvanyi in 2019 - played out in many board rooms across the globe . Businesses that are able to not only monitor experiences they deliver , but also to think ahead to where the gaps are and design the next experiences , will be the businesses that create breakthroughs and lead the market .” which started back in 2002 when we first addressed the academic research field ,” said Santoso .
“ Qualtrics was trying to solve how to make market research a lot easier and more efficient by using technology . Since then we have applied this in other areas as we realised the same thing that we built for market research was relevant for the broader corporate needs , including in customer insights , marketing , operations , HR and procurement among other areas .
“ We ask the questions such as ; how do you engage with customers , employees or even partners or suppliers ? How do you understand their voice and what is relevant to them ? We help businesses to understand the “ why ” behind what happened , as well as helping them to design experience to answer the “ what ’ s next ” question .”
Human-centric approach with sovanta AG Helping to drive this human-centric approach for customers is Qualtrics ’ partnership with sovanta . For the past two years , sovanta has helped Qualtrics ’ customers to combine the power of experience data ( X-data ) gathered on
Calling on a market research heritage A focus on reaching out to the customer for feedback is not a new concept for Qualtrics which was founded in a garage in Utah nearly 20 years ago as a market research software company by co-founder Ryan Smith and his brother Jared and father Scott .
“ Qualtrics ’ market leadership comes from a long heritage in market research technologymagazine . com 267