New purpose-built apps for frontline staff and
AI-powered innovations transform the customer experience for
organizations including Hilton and Motorola Solutions
According to Qualtrics research,
companies have a staggering $3.7
trillion at risk this year from inadequate customer
experiences
SALT
LAKE CITY, May 1, 2024 /PRNewswire/ -- QUALTRICS
X4 -- Qualtrics, the leader and creator of the experience
management category, today unveiled new AI-powered innovations
across XM for Customer Experience™ empowering
organizations to understand and build connections at scale, with
every customer, and personalize the customer experience at speed
and scale across every channel.
These new solutions, powered by Qualtrics® AI, create
an empathetic, humanized experience by helping organizations
understand the sentiment, satisfaction, effort, expectations and
preferences for every customer. This leads to strong customer
loyalty that accelerates revenue growth and reduces operating
costs.
Research from Qualtrics and ServiceNow revealed 80% of
customers said they have switched brands because of poor customer
experience, and 43% of respondents said they were at least somewhat
likely to switch brands after only a single negative customer
service interaction. However, since 2021, the share of consumers
providing feedback directly to the companies they buy from
following a very bad experience has fallen by 7.2 percentage
points. Qualtrics empowers every organization to understand what's
going on at every stage of the customer journey, at every frontline
touchpoint, without ever having to ask.
"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."
Qualtrics AI and Qualtrics Frontline Locations™
allow frontline teams to connect with every customer in every
location
The impact of consumers' online reviews and comments on a
business is huge – over two-thirds of consumers look at reviews
before buying from a new brand. Responding to detractors can soften
the impact of a negative review, but companies with multiple
locations often struggle to capture and analyze the location-level
insights necessary to tailor responses across all their online
channels.
New AI-powered capabilities from Qualtrics help frontline teams
- in-store and online - personalize the customer experience and
remove points of friction across channels by listening to customer
feedback across all channels (e.g., voice calls, chats, social
reviews, ratings, surveys):
- Frontline Locations Assist is an intuitive,
purpose-built insights hub that analyzes every piece of customer
feedback - including feedback from surveys, within the app, the
contact center, online, and reviews - to equip frontline managers
with actionable insights and recommended steps they should take to
improve their customer experience and drive business value, such as
replying to customer reviews, checking in on open tickets, and
rewarding employees.
- New AI-powered review and ticket response suggestions
enable frontline teams to quickly resolve issues with automatically
generated, personalized and appropriately tuned responses. This
speeds up ticket resolution and online review response times,
helping organizations exceed customer expectations for support,
build stronger relationships and increase customer loyalty.
With Qualtrics AI-enabled capabilities, Hilton is
now collecting and synthesizing feedback across the entire guest
journey for its more than 7,600 global properties, including calls,
chatbot interactions, email and messaging during and after a
guest's stay, in-app, and from digital surveys. Guest insights
inform every aspect of the company's commercial strategy, and in
2023, Hilton served hundreds of millions of guests and achieved
record financial results.
Qualtrics AI-powered Frontline Digital™ solutions
pinpoint, diagnose, & help prioritize broken digital
experiences
Great online experiences are essential to attracting and
retaining customers, but a recent Qualtrics study found that
consumers feel businesses frequently fall short, failing to deliver
a humanized, personalized digital experience. Frustrated users are
more likely than satisfied users to leave the website and not
complete desired actions, leading to costly support calls, and
potentially lost customers. However, businesses often struggle to
understand customer pain points or measure how frustrating online
experiences affect conversion rates.
Qualtrics Digital Experience Analytics, powered by Qualtrics AI,
continues to evolve with Digital Assist, a purpose-built digital
insights hub made specifically for improving digital
experiences:
- New heatmap capabilities help digital and UX teams
quickly identify and resolve web technical, design and product
issues through a visual diagram of customer interactions with a
company's websites. Heatmaps are compiled using millions of clicks,
scrolls and mouse movements to demonstrate on-page behavior and
identify hotspots of user activity.
- New funnel analytics enable businesses to identify major
drop-off points along the web customer journey and understand why
customers are failing to complete their tasks by combining
experience data with behavioral clues, such as mouse thrashes, to
fix problems quickly and efficiently.
- New real-time frustration intercepting capabilities
enable businesses to identify customers experiencing challenges
online in real time and offer targeted support in the moment.
Companies can combine digital customer experience insights with
other data sources - including profiles in Qualtrics
Experience iD™, sentiment data from surveys, session
replays, or operational data like purchase history - in Digital
Experience Analytics to create a complete view of their customer
experience. Qualtrics Frontline Digital and Frontline Care work
together to uncover services calls specifically correlated with
lack of information on digital channels and suggest actions to
deflect those calls to self-service options, lowering operating
costs in the service center.
For Motorola Solutions, a global leader in safety and
security technologies, enhancing its global digital experiences is
a priority. Using the digital solutions within Qualtrics XM for
Customer Experience™ suite, Motorola Solutions is
optimizing its web and eCommerce experiences to drive stronger web
traffic and conversion rates while improving its customers' overall
satisfaction.
Qualtrics Frontline Care™ enables agents to build
deeper human connections with AI
New real-time agent productivity solutions powered by Qualtrics
AI help frontline agents resolve customer issues with empathy at
speed and scale.
- Customer Care Assist is a purpose-built app for
aggregating insights & workflows across the customer care
experience. Managers can generate personalized coaching plans based
on each individual agent's strengths and weaknesses, reducing time
spent reviewing dashboards and listening to calls. Many contact
center quality assurance (QA) practices today are costly, manual,
slow, and biased, typically relying on a QA manager reviewing only
three to five calls per week, per agent. Qualtrics AI automatically
evaluates every call to identify attributes such as problem
resolution, friendliness and compliance, to surface where teams may
need additional coaching, improving customer service while saving
time and money.
- Qualtrics Automated Call Summaries uses Qualtrics AI to
automatically summarize customer feedback, enabling frontline teams
to instantly generate support tickets, send personalized follow-up
emails, and create knowledge based articles using real-time
information about customer issues and historical, personalized
customer data from XiD.
Additional Information
- Qualtrics Frontline Location Assist is available in private
preview.
- Qualtrics new Digital Experience Analytics capabilities are
available in private preview.
- Qualtrics Customer Care Assist is in private preview and
Automated Call Summaries is generally available today.
- You can learn more about Qualtrics XM for Customer Experience
here.
About Qualtrics
Qualtrics, the leader and creator of the experience management
category, is a cloud-native software platform that empowers
organizations to deliver exceptional experiences and build deep
relationships with their customers and employees. With insights
from Qualtrics, organizations can identify and resolve the
greatest friction points in their business, retain and engage top
talent, and bring the right products and services to market. Nearly
20,000 organizations around the world use Qualtrics' advanced AI to
listen, understand, and take action. Qualtrics uses its vast
universe of experience data to form the largest database of human
sentiment in the world. Qualtrics is co-headquartered in
Provo, Utah and Seattle. To learn more, please visit
qualtrics.com.
Contact: press@qualtrics.com
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SOURCE Qualtrics, LLC