Leading Organizations Choose Qualtrics to Listen and Act on Customer Priorities During Uncertain Times
July 28 2022 - 8:30AM
Business Wire
Qualtrics (Nasdaq: XM), the leader and creator of the experience
management category, today announced that hundreds of organizations
worldwide, including the PNC Financial Group and Repsol, selected
its customer experience solutions in the second quarter of 2022 to
create extraordinary experiences for customers during an uncertain
time.
“Both companies and customers alike are facing the realities of
economic downturn and a volatile market,” said Brad Anderson,
Qualtrics’ President of Products and Engineering. “It’s imperative
for organizations to meet consumers where they are by listening
closely to feedback, understanding what they’re saying, then taking
action to create the experiences they want right now. Organizations
that understand this rely on Qualtrics’ Customer Experience
platform to drive large-scale experience transformations.”
During the pandemic, 30% of consumers started purchasing from
new brands simply because they liked the safety measures those
organizations put into place, a Qualtrics study found. Conversely,
22% said they stopped buying from certain brands because they
didn’t feel their safety measures were sufficient. At a time when
customers’ needs, circumstances and priorities are changing
quickly, it’s crucial that companies know what their customers find
important and take action to make changes to fit those unique
needs.
Qualtrics’ CX platform allows organizations to listen to
customer feedback wherever their customers are — through surveys,
online reviews, call center conversations, social media and more.
With that data at their fingertips, companies can better understand
how their customers are feeling and what action they need to take
to better their brands and products to fit changing consumer needs
in a competitive market.
In the second quarter, the following organizations chose
Qualtrics to better understand peoples’ emotion, effort and intent
to create more personal and empathetic experiences:
The PNC Financial Services Group, Inc. (PNC) is one of
the largest diversified financial services institutions in the
United States, organized around its customers and communities. PNC
is building on its storied reputation of delivering exceptional
financial experiences by expanding its existing Qualtrics program
with both CX and EX™ solutions to transform and futureproof the
bank’s approach to experience management. Recognizing how
intertwined customers and employees are to the bank’s outcomes, PNC
will use Qualtrics to understand what matters most to its
stakeholders to create a high-opportunity workplace that attracts
and retains top talent while enabling employees to deepen customer
relationships by delivering a superior banking experience and
financial solutions.
Belron is a global vehicle glass repair and replacement
company employing more than 29,000 people and operating as brands
such as Safelite®, Carglass® and Autoglass® across 37 countries.
Belron is a long-time Qualtrics customer and in the quarter, they
added XM Discover to get a single view of all customer feedback -
both structured and unstructured – to understand what’s important
to its customers based on what they’re saying in surveys,
conversations, online reviews, and social media – and act on
it.
Ooredoo Group is an international telecommunications
company that connects 121 million people across the Middle East,
Africa and Southeast Asia. Ooredoo’s core belief is that it can
enrich people’s digital lives and stimulate human growth in the
myriad communities where it operates, but until recently was using
multiple legacy systems to listen to its customers. In Q2, Ooredoo
chose Qualtrics as its company-wide customer experience platform,
which will give the company access to the information it needs to
create new and personalized products in a highly competitive market
faced with the adoption of 5G, changing demands and a more
conscious customer.
With demand for digital services driving economic growth in
India, Tata Digital expanded with Qualtrics in Q2 to capture
ongoing customer insights ensuring its new digital marketplace –
Tata Neu – continuously evolves to meet consumer needs. Having seen
the proven value of placing customer feedback at the center of the
platform’s development with Qualtrics CustomerXM, Tata Digital is
increasing its investment to deliver a highly personalized and
seamless digital customer experience through better understanding
and responding to the changing behaviors and preferences of its
users
As Venues NSW increasingly welcomes fans back to its
network of sporting and entertainment precincts – including the
Sydney Cricket Ground and Accor Stadium – the organization will use
Qualtrics to help deliver a superior fan experience tailored for
attendees' evolving needs and expectations. The Venues NSW network
is a key contributor to the state economy, and Qualtrics CustomerXM
will provide the agency with a complete view of the fan experience
– pre-, during-, and post-event – allowing its onsite partners to
deliver a world-class customer experience that helps drive and
maintain increasing attendance rates.
About Qualtrics
Qualtrics, the leader and creator of the experience management
category, is changing the way organizations manage and improve the
four core experiences of business—customer, employee, product and
brand. Over 16,750 organizations around the world use Qualtrics to
listen, understand and take action on experience data (X-data™)—the
beliefs, emotions and intentions that tell you why things are
happening, and what to do about it. The Qualtrics XM Platform™ is a
system of action that helps businesses attract customers who stay
longer and buy more, engage employees who build a positive culture,
develop breakthrough products people love and build a brand people
are passionate about. To learn more, please visit
qualtrics.com.
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Liesl Nielsen press@qualtrics.com 951-318-3494
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