How Qualtrics is Empowering Organizations to Secure Emotionally Connected Customers
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When thinking about the next-generation of experiences, Qualtrics wants CX leaders to be tuning into connection. While new technology like AI has positioned the customer experience function to look toward innovation, it is also empowering organizations to prioritize deeper connections with people.
At Qualtrics’ annual X4 event this past week, this message was clear. CEO Zig Serafin centered his opening remarks on the idea that business is about understanding people. But, this goes beyond just a general understanding. Serafin notes that in today’s experience economy, it is not nearly enough to just satisfy customers, businesses must focus on securing emotionally connected customers.
This level of connection and deep loyalty can be achieved with AI. Qualtrics unveiled its groundbreaking AI trained on the company’s vast database of human sentiment. Learning from billions of data points, the technology will empower brands to deeply understand customers and action on feedback with more trusted insights.
Serafin shared that Qualtrics is prioritizing humanized intelligence that empowers brands to create human connection at scale. In an ever-changing digital environment, it is this focus on human-centered innovation that will keep customers connected over the long-term.
This message was also evident throughout the keynote presentations at X4. Delta CEO Ed Basitan, American Express CEO Steve Squeri and Hilton President and CEO Chris Nassetta all touched on the importance of people at their organizations.
Robert Ader, CMO of Porsche also discussed the culture of deep customer loyalty in his fireside chat discussion with Serafin. With a mission to ‘be crazy about every customer touchpoint’ his message reiterated the idea that customer loyalty stems from emotionally connected experiences. The entire journey is not just about leaving with a positive experience, but making customers feel something.
Qualtrics AI and CX
With top executives in agreement, the goal is clear: focusing on human-centered experiences will take you far. Leveraging data effectively and using AI to uncover meaningful insight will lead organizations down this path.
"Fueled by our $500 million commitment to AI innovation, Qualtrics is making it easier than ever for customer experience teams to rapidly and meaningfully deliver the superior, personal, and human experiences their customers are looking for,” said Brad Anderson, President of Product, UX and Engineering at Qualtrics. “With these new purpose-built AI capabilities, Qualtrics is at the forefront of an exciting new age of experience management, giving organizations, including Hilton and Motorola Solutions, the power to improve every experience in the moment, across every channel that matters."
To actually improve experiences and deliver human-centered support. Qualtrics has announced new capabilities that will give organizations the tools to connect with customers. From a digital perspective, Qualtrics Digital Experience Analytics will now be enhanced with Digital Assist, a purpose-built insights hub for improving digital experiences.
At a time when customers are not just leaning on digital for a quick experience, but a seamless and intuitive journey, organizations need technology that can add value to the digital experience. Tools like heatmap capabilities help digital teams identify and resolve issues, funnel analytics give businesses insights into drop-off points along the customer journey and real-time frustration interception enables leaders to identify real-time customer challenges and offer targeted support.
This will give businesses an edge on companies offering disconnected, frustrating self-service experiences.
When it comes to the agent experience, Qualtrics Frontline Care empowers organizations to build deeper connections with customers through effective agent-led interactions. Powered by AI, new real-time agent productivity solutions help frontline agents resolve issues faster, while demonstrating empathy.
Automatic call summaries give frontline teams the ability to generate support tickets, send personalized follow up emails and create knowledge articles. This real-time insight alleviates agents of excessive back-end work and empowers teams to do more in the moment. By automating this process, agents are able to focus on the customer and build more meaningful relationships.
Customer care assist features give managers the tools to generate personalized coaching plans based on the agent’s strengths and weaknesses and streamline QA to ensure consistency across communication. With greater insight into agent calls, organizations will spend less time reviewing and more time actioning on feedback. This expedited approach will empower organizations to alleviate issues in real-time and better understand agent performance over the long-term.
How Qualtrics is Powering the Future of CX
Innovation is critical to the future of experiences. However, ensuring technology is purpose-built and human-centered is most important moving forward. Qualtrics is giving organizations the tools to innovate effectively, with the customer in mind.
Throughout X4, leaders reiterated the importance of humans at the center of everything they do. Keeping sight of your customer and employee, getting to know them deeply and delivering an experience that aligns with their needs is how organizations will remain competitive.
CEO Zig Serafin shared that Qualtrics AI is powered by the largest human signal and insight repository on the planet — making it a key differentiator for deeply understanding your customer and building connections that matter in 2024.
