Qualtrics has launched Qualtrics Discover, a set of products aiming to inform customer experience management programmes with an array of new insights.
With embedded omnichannel conversational analytics capabilities, these tools listen in on customer conversations. In doing so, they get to grips with the emotion, effort, and intent behind every experience.
The suite also considers data beyond contact centre conversations, including customer social media posts and reviews, bringing all this insight onto one platform.
Discussing its benefits, Fabrice Martin, Head of Product for Qualtrics Discover, said:
Listening, understanding and taking action is the foundation of meaningful relationships. As the world has changed, organizations need to understand their customers and employees on a more personal level by having a 360-degree view of their feedback.
Having such a 360-degree view that identifies customer intent, emotion, and effort has the potential to be a powerful trifecta.
After all, by monitoring intent, CX teams understand which journeys customers take. They can then assess how emotion and effort vary throughout these journeys, highlighting significant pain points along the way.
Such an approach may bring many benefits to a customer experience management programme. After all, as Gartner reports: “Effort is the strongest driver to customer loyalty.”
Meanwhile, emotion also plays a significant role within loyalty. As a CapGemini study highlights: “70% of emotionally engaged consumers spend up to two times or more on brands they are loyal to.”
Interestingly, the new suite also pinpoints various emotions that customers experience during interactions. Such a feature facilitates a strategy where CX leaders define the feelings that drive CX value, design journeys in respect to these, and measure their progress.
These capabilities may transform many customer experience management programmes, a prospect that excites Martin. He says:
With Discover, Qualtrics is defining the next generation of experience management, where organizations can empathize more deeply with their customers and employees to design incredible products, services and even new ways of working.
By monitoring the employee experience, Qualtrics Drive can also track employee emotions. Doing so enhances remote employee management, as leaders may intervene when they spot worrying trends.
Furthermore, managers can spot frictions within employee experiences, which cause unnecessary effort. By fixing these, companies can keep their teams happy.
As such, Qualtrics Discover helps accelerate customer and employee experience transformation efforts while also recognizing the underlying cause behind any feedback from any source.
