Qualtrics Adds More Automated Personalization Capabilities to Experience Management Platform

At the same time companies are being asked to trim spending and keep labor costs under control, they’re also under pressure to better personalize the customer experience. This involves gaining more complete understanding of their customers’ wants and needs and taking automatic action to deliver personalized experiences at scale and in real-time. In short, companies need the ability to view and connect customer experience data in a single dashboard to quickly identify points of friction and growth opportunities.

Customer experience management company Qualtrics recently announced new XM Platform innovations that aim to offer organizations with better capabilities for automated personalization. The Qualtrics platform captures every form of customer and employee feedback, including survey responses, contact center chat interactions, social media posts, product reviews and more. Using machine learning and artificial intelligence, Qualtrics analyzes this data to understand the emotion, effort and intent behind the words. Experience iD captures all of this customer experience data in a single profile, creating a digital history of all user interactions and experiences over time in a single view.

The enhanced XiD dashboard enables organizations to have greater flexibility to connect and pull in different types of data including transactional data such as visits and purchases; demographic data including age, geography, income level; and other experiential information such as sentiment, effort, emotion, and intent to understand key customer trends, identify potential gaps, and get to actionable insights faster.

In addition, Qualtrics is deepening the integration between XiD and xFlow, Qualtrics’ workflow automation engine. New XiD-powered workflows enable organizations to automatically trigger personalized engagement and outreach, helping eliminate friction points. This includes the ability to trigger workflows based on changes in customer contact information, transaction data, or changes in customer segment membership, empowering organizations to respond quickly and efficiently, driving action at scale.

“In a tightening economy, companies are looking for efficient, at-a-glance insights that can provide unique perspectives at scale so they can get to know their customers on a deeper level and automatically deliver tailored experiences,” said Brad Anderson, Qualtrics President of Products and Engineering, in a statement. “The breadth of data captured within XiD paired with its AI capabilities ensure incredible scale, empowering companies to connect the dots across each touchpoint of a user’s journey to uncover the insights needed to take quick and targeted action.”

Edited by Greg Tavarez