In November 2021, Amazon harnessed Qualtrics’ experience management technology to capture, comprehend, and act on customer and employee feedback.
Meanwhile, the partnership also paved the way for Qualtrics to migrate its internal IT and customer-facing systems to AWS and exploit its cloud stack for continued innovation.
Such innovations promised to bolster operational performance, accelerate expansion plans, and develop new features that uncover deeper customer insights.
Almost six months after the announcement, Zig Serafin, CEO at Qualtrics, shared further details of the deal during a recent earnings call. He said:
We are innovating on the AWS stack, and if you think about other companies – who are also doing so – it naturally introduces both platform and commercial synergies.
As an example of where such synergies can deliver value, Serafin referenced healthcare. He stated: “In some places, patient solutions built on the same (AWS) platform are allowing data to flow between them,” which may well open up a realm of opportunities.
Such potential for innovation is powering the new relationship Qualtrics has with leading healthcare provider Providence.
Working together, the two companies strive to understand patient satisfaction with pricing, the billing experience, and cash collection at their 52 hospitals and more than 1,000 clinics.
Harnessing Qualtrics customer XM and XM Discover across their contact center, digital, and in-person channels, Providence aims to improve the financial experience at critical touchpoints.
Continuing its innovation with AWS may help Qualtrics work on many more innovative projects, exploiting its influence to win more business within various markets.
Commenting during the original announcement of the deal, Matt Garman, Senior Vice President of Sales & Marketing at AWS, stated:
AWS’s industry-leading cloud capabilities and our proven global infrastructure give Qualtrics the ability to deliver timely, in-depth insights to customers with the utmost security and reliability.
“The strength and scale of this relationship will also help global companies such as ours use Qualtrics to deliver insights that can lead to improved outcomes around the world.”
Such insights may also feed into the Amazon Connect platform – its CCaaS solution – to strengthen its rapidly expanding capabilities.
Doing so seems a significant priority for Amazon, recently adding native workforce management (WFM) tools to its solution and closing the gap with leading cloud contact center vendors.
Meanwhile, Qualtrics will look to continue to build on its recent successes, securing record Q1 revenues and building new relationships with brands such as Hyundai, Royal Mail, and ING Group.
