Qualtrics has released Cross XM, a new product line that serves up automated insights into customer, employee, and business experiences.
Harnessing the suite, users can also uncover how each experience influences one another, allowing brands to pinpoint critical customer and employee actions that will best bolster business results.
As such, the portfolio seems one for all the employee advocates who have always stressed: happy employees = happy customers. This suite gives them the tools to prove it.
Sharing more, Brad Anderson, President of Products and Engineering at Qualtrics, said:
CrossXM gives organizations the ability to predict how employee experience investments will pay off in brand value and customer outcomes, a powerful innovation that will change the way companies prioritize investments in their most important asset—their employees.
Typically, spotlighting such insights requires complex data merging or hours scouring streams of statistics, only to achieve a static view of each experience.
However, Cross XM channels employee engagement scores, customer satisfaction metrics, revenues, and many more experience KPIs into an action planning tool.
From there, Qualtrics applies analytics to lift the most significant drivers of positive customer, employee, and business outcomes.
Early adopter Lumen Technologies experienced the benefits of this approach, applying newfound insights to reduce operational costs and increase workforce engagement.
Discussing her experience with Cross XM, Beth Ard, Vice President of Customer Experience at Lumen Technologies, said:
The data and insights we’re uncovering are helping us drive the right actions and improvements and helping us use our resources to serve the highest outcomes. It’s been a big win for our customer experience team, and really a win for our entire organization.
Another benefit of Cross XM is that it offers an extensive library of benchmarks, allowing brands to see how they stack up against others within the industry.
In addition, companies can create custom benchmarks across various teams, setting specific goals to ensure everyone stays on track.
Such capabilities are coming thick and fast from Qualtrics as the vendor steepens its innovation curve, having recently teamed up with AWS and ServiceNow.
In doing so, the vendor strives to cement its position as a market leader in the voice of the customer and people-orientated text analytics platforms spaces – with the latest Forrester Wave confirming the latter.
Qualtrics is also expanding into the broader CCaaS space, releasing two solutions designed to combat agent turnover earlier this month.
