Qualtrics and WorkJam Partner on Frontline Insights Solution

The joint solution boosts frontline worker engagement and customer experiences

Voice of the CustomerLatest News

Published: October 13, 2023

James Stephen

Qualtrics and WorkJam have partnered on an employee insights solution for frontline workers, which results in improved frontline worker engagement and customer experience (CX).

Conversational intelligence from Qualtrics combines with WorkJam’s employee communication and training modules to provide a view into employee thoughts and feelings, as well as keep leaders up-to-date on relevant trends.

Joint customers will also be able to trigger certain tasks within the WorkJam app from Qualtrics CustomerXM.

Brad Anderson, President of Product and Engineering at Qualtrics, commented on the new strategic partnership: “Organizations build trust with frontline employees and encourage life-long customers by listening and taking action on feedback in the moment, across every frontline touchpoint.

Our partnership with WorkJam will put the power of experience management in the hands of the people who have the greatest impact on the customer and employee experience, the frontline teams responsible for the human touchpoints a customer has with a company.

Providing frontline employees and customers a means of communicating their thoughts, concerns, and other feedback enables leaders to quickly resolve issues and gain insights that inform operational and workplace decisions.

According to Qualtrics, customer experiences of a company are magnified when they are interacting with frontline employees and teams.

The Qualtrics XM Institute found that customer experiences like order accuracy, speed, and friendliness correlate with employee feelings of connection and trust with one another, leaders, and their company’s values and vision.

Qualtrics AI offers managers the necessary insights to raise engagement, productivity, and efficiency for frontline workers can be used, for example, to highlight in-store issues with a product rollout or high-performing employees who should be recognised for their contributions.

Qualtrics also provides an example of a convenience store company that utilized its task-triggering functionality in the WorkJam app using Qualtrics Customer XM.

The company of more than 40,000 employees placed QR codes around their shops so customers could use their phones to share feedback through a Qualtrics survey.

Certain responses then automatically trigger an appropriate workflow within the WorkJam app.

Steven Kramer, CEO of WorkJam, outlined the key benefits of the joint solution: “Frontline employees have the biggest impact on how customers engage with a business, so it’s critical to understand the issues and challenges that affect their workplace sentiment.

We’re proud to partner with Qualtrics to enable global enterprises to better understand what’s happening on their front lines and create winning strategies that enhance both the employee and customer experience.

Founded in 2014, WorkJam considers itself the “world’s leading digital frontline workplace”. Companies use WorkJam’s technology to provide their frontline workers with digital tools to manage their schedules and tasks, access training and career development opportunities, and chat with colleagues.

Qualtrics, which describes itself as the “leader and creator of the experience management (XM) category”, is a cloud-native software provider that helps organizations to offer excellent experiences and build strong relationships with both employees and customers.

Earlier this month, Qualtrics laid off 14 percent of its workforce as part of an organizational restructuring.


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