Brad Anderson’s Post

At Qualtrics we’re constantly focused on how we can help organizations gather, understand, and act on feedback to create meaningful experiences for their customers and employees. And this is exactly why we rolled out our new AI-powered suites. This simplified pricing and packaging model will help organizations: ● Reduce time-to-insight with AI-powered assistance: Qualtrics AI is exclusively available in Qualtrics’ new packaging & pricing plans. That means each suite comes with innovative Qualtrics AI tools that help companies automate advanced insights and provide real-time recommended actions. ● Plan ahead with predictable, simplified pricing: Qualtrics’ new, simple interaction-based pricing model provides flexibility and predictability that helps companies manage their budgets. It’s simple - pay for what you use and have the flexibility to use interactions interchangeably across any solution in the suite, ensuring straightforward expense management and operational efficiency. ● Improve and expand XM programs with ease: Suites provide access to a broader set of core solutions, unlimited users and seamless implementation plans, saving time and resources. There’s no need for our customers to negotiate new contracts as their XM programs evolve. With our new approach, they can use what they need, when they need it. I look forward to seeing how organizations will build on these innovations to transform their businesses!! Read more here: https://lnkd.in/eq8-gUyk

At Qualtrics, we are on a mission to redefine how we engage, empower, and excel in the realm of personalized experiences. Our innovative approach involves creating a unique "My Taste Profile," akin to the tailored experience offered by meal delivery services. Instead of fitting our customers into predefined personas FOR them, we use AI to group them into like cohorts, ensuring a truly personalized journey. By encouraging our customers to share their preferences and insights, we can better understand their needs and aspirations. Empowering our customers is at the core of our strategy! We provide tailored suggestions, training, and access to best practice articles, giving them the resources they need to succeed in their endeavors. With Qualtrics, they're equipped to achieve their goals with confidence. 🌟 All of this will be built into our Customer Success HUB! https://lnkd.in/gESfV_tN Please continue to check out our Success HUB and join us on this exciting journey as we continue to pioneer innovative ways to build curated experiences and elevate the way we engage and empower our valued customers. Together, we'll create a future where every experience is as unique as the individual. Tell us how you're actively engaging, empowering, and delivering data-driven success to your esteemed customers? #Qualtrics #PersonalizedData #Empowerment #Innovation #ExceptionalExperiences #AI #DataInsights #TailoredJourney #CustomerEngagement

We’ve delivered 500+ successful Qualtrics engagements, and all effective XM programmes use this ⬇ They all have a closed-loop XM programme. A closed-loop programme is a 𝗳𝘂𝗻𝗱𝗮𝗺𝗲𝗻𝘁𝗮𝗹 𝗖𝗫 𝗮𝗰𝘁𝗶𝘃𝗶𝘁𝘆 that ensures every customer receives a follow-up after a poor experience, identified through feedback or collected data. This process aims to ‘close the loop’ by acknowledging customers' concerns and improving their experiences, subsequently enhancing long-term loyalty and retention. Here’s how to develop a closed-loop programme in 5 steps: ▼ Read the PDF for implementation tips ▼ 𝗦𝘁𝗲𝗽 𝟭: 𝗗𝗲𝗳𝗶𝗻𝗲 𝗮 𝘃𝗶𝘀𝗶𝗼𝗻 𝗮𝗻𝗱 𝗼𝗯𝗷𝗲𝗰𝘁𝗶𝘃𝗲𝘀 ↳ In this phase you lay the groundwork for success. Define clear goals and the scope of the closed-loop programme, and establish a clear roadmap and team for achieving these objectives. 𝗦𝘁𝗲𝗽 𝟮: 𝗜𝗱𝗲𝗻𝘁𝗶𝗳𝘆 𝘁𝗿𝗶𝗴𝗴𝗲𝗿𝘀 𝗮𝗻𝗱 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝘀𝗲𝗴𝗺𝗲𝗻𝘁𝘀 ↳ To avoid becoming overwhelmed in the early stages by following up on all feedback, select a few impactful customer segments and triggers to focus on initially. 𝗦𝘁𝗲𝗽 𝟯: 𝗕𝘂𝗶𝗹𝗱 𝗰𝗹𝗼𝘀𝗲𝗱-𝗹𝗼𝗼𝗽 𝘁𝗶𝗰𝗸𝗲𝘁𝗶𝗻𝗴 𝘄𝗼𝗿𝗸𝗳𝗹𝗼𝘄𝘀 ↳ Follow up on Step 2 by setting up ticketing workflow systems that automatically route relevant feedback to the responsible teams, aiming for a fully automated system. 𝗦𝘁𝗲𝗽 𝟰: 𝗔𝗰𝘁𝗶𝘃𝗲 𝘁𝗵𝗲 𝗼𝗿𝗴𝗮𝗻𝗶𝘀𝗮𝘁𝗶𝗼𝗻 𝘁𝗼 𝗴𝗲𝘁 𝗿𝗲𝘀𝘂𝗹𝘁𝘀 ↳ Everyone involved in ‘closing the loop’ should be equipped with the right tools, resources, skills, and motivation to carry out these activities consistently and effectively. This is what ultimately makes the programme successful. 𝗦𝘁𝗲𝗽 𝟱: 𝗢𝗽𝘁𝗶𝗺𝗶𝘀𝗲 𝗮𝗻𝗱 𝗲𝘅𝗽𝗮𝗻𝗱 ↳ Your programme should be ever-evolving. Use initial feedback and assess the performance to improve and expand the portfolio of workflows to a wider range of customers, triggers, and business areas. Want to upgrade your customer experience programme? Reach out to us on LinkedIn. Follow Zill Consulting for the latest #ExperienceManagement insights. #CustomerExperience #Qualtrics #AI

The Forrester Wave for Customer Journey Orchestration Platforms 2024: Top Takeaways 💬 With wave after wave of cloud-based innovations and new AI solutions sweeping across the CX space, customer journey orchestration has never been so crucial. CSG, Qualtrics, and Alterian are the market leaders, according to Forrester 👇 #cx #cxnews #ccaas

The landscape of customer journey orchestration platforms is evolving at breakneck speed, revolutionizing the way we approach customer experience. Here's a rundown of what's happening: 1. 💡 Key Players Like CSG, Qualtrics, and Genesys: - These giants are making significant strides in the market. 2. 📊 Forrester's Evaluation Highlights: - Strengths in data integration, real-time decisioning, and AI capabilities. 3. 🚧 Remaining Challenges: - Predictive AI and cross-journey orchestration still need improvement. 4. 🌟 Innovative Solutions from inQuba and Quantum Metric: - These vendors bring fresh ideas but should focus on enhancing specific features. 5. 🔥 Competitive Market Dynamics: - The race is geared towards comprehensive platforms that drive data-driven decision-making and seamless customer experiences. #cxinnovations #cx

The customer journey orchestration space is rapidly evolving with the integration of cloud-based innovations and AI solutions. Vendors such as CSG, Qualtrics, and Genesys are at the forefront, offering comprehensive platforms for brands to create strategic AI-driven customer journeys. Forrester's evaluation of these vendors underscores their strengths and areas for improvement, including real-time data integration and hyper-personalization strategies. Businesses must select a platform provider that aligns with their specific needs and goals. Overall, the customer journey orchestration market remains competitive, with vendors continuously innovating to meet dynamic customer expectations. #cxinnovations #cx

I came across a Forrester article, noting that the customer journey orchestration space is evolving rapidly. Cloud-based innovations and AI solutions are key drivers of this change. Forrester evaluates key vendors like CSG, Qualtrics, and Genesys, highlighting their strengths and areas for improvement such as real-time data and hyper-personalization. Businesses need to choose platform providers that align with their specific needs in a highly competitive market. #cxinnovations #cx

Are you confused about #orchestration and wondering how understanding customer intent can help your business? 💭💡 Then you might enjoy Forrester's recent wave for Customer Journey Platforms (featuring Alterian). CX Today has created a great, quick recap for those of you short on time! #customerjourneys #orchestration #intent #analytics #omnichannel #decisioning

The customer journey orchestration space is rapidly evolving due to cloud-based innovations and AI solutions. - Vendors like CSG, Qualtrics, and Genesys are at the forefront, offering platforms for AI-driven customer journeys. - Forrester's evaluation of these vendors reveals their strengths and areas needing improvement, such as real-time data integration and hyper-personalization strategies. - Selecting a platform provider that aligns with a business's specific needs and goals is essential. - The market remains highly competitive, with ongoing innovations to meet changing customer expectations. #cxinnovations #cx https://lnkd.in/dz5eyVzQ

Getting close to #X4London on the 6th of June. Having just come back from Utah, I can tell you, Qualtrics puts on a great show and we will be highlighting some great new capabilities, not just in CX, but also Employee Experience and Research; get yourself along and hope to see you there! Event details, agendas and registration can be found here: https://lnkd.in/eSYa6HsQ The better you know your customers, the better you can take care of them. But to truly understand the voice of the customer and get the full picture of where to make improvements, you need to collect data from more than just surveys. Unstructured data from video, speech, text, and online behavior is becoming more and more valuable. But how do you make sense of it all? Qualtrics AI can do the hard work for you. Check out the latest inspiring CX announcements. #CustomerExpereince