Singapore – Qualtrics, an experience management firm, has recently launched new AI-powered innovations that offer quick and simple ways to analyse customer feedback across all channels and specific locations.
These new capabilities empower organisations to proactively improve customer relationships throughout the journey by harnessing omnichannel insights from digital platforms, physical locations, and customer support.
In particular, the XM for Customer Experience™ suite, which includes the latest enhancements like Location Experience Hub and Qualtrics® Assist for CX, enables businesses to bring together structured and unstructured feedback across every channel to create a complete view of their customer experience.
Said updates further deliver instant access to customer insights, competitive data, and industry benchmarks, facilitating rapid, precise actions while enabling frontline teams with real-time guidance and support to optimise customer interactions on the spot.
In a recent report from Qualtrics, it was found that the majority of executives believe AI will help them overcome the technology limitations preventing them from delivering improved experiences.
Companies that succeed in using AI to elevate customer experiences also stand to gain a portion of the US$860b in projected revenue growth. These new capabilities equip organisations with the omnichannel intelligence needed to excel in the era of agentic AI.
Among the enhancements also include Qualtrics Conversational Feedback that uses Qualtrics AI to adapt survey questions in real time based on the responses being given, resulting in more actionable feedback.
For example, if a customer gives a short, vague response, Qualtrics AI-powered adaptive follow-up prompts the customer for more specific feedback that can be used to close the loop and improve the customer experience.
Qualtrics Experience Agents™ will soon enhance the conversational feedback experience by engaging directly with customers during surveys, addressing concerns in real time, and taking immediate action to close the loop.
Next is the company’s digital experience analytics that utilises behavioural clues like rage-clicking and mouse thrashing to spot issues. This enables teams to provide immediate, targeted customer support and proactively improve the user experience.
Qualtrics Edge™ Instant Insights also equips organisations with real-time competitor insights, industry benchmarks, and consumer trend analysis, all without the need for extensive in-house research.
Drawing from proprietary Qualtrics data and trusted partners like Bain, these insights are continuously updated to keep businesses informed.
Brad Anderson, president of product, user experience, and engineering at Qualtrics, said, “Too often, AI tailored for efficiency means businesses miss out on the chance to build more personal connections with a customer. These new AI-powered capabilities in the XM for Customer Experience suite are critical to building more personalised customer relationships at scale to reduce customer churn and improve the lifetime value of each customer.”
“It only takes a second to win or lose a customer’s trust – and with Qualtrics, organisations can effortlessly understand their entire customer experience across every channel to take the right action when and where it matters most,” he added.
Qualtrics’ latest AI-driven features in XM for Customer Experience also simplify and accelerate the process of analysing customer feedback by location, allowing organisations to make real-time, data-driven improvements.
In particular, the Qualtrics Location Experience Hub offers a new solution in XM for Customer Experience that gives frontline teams a real-time overview of the customer experience at their location.
With this, store managers can quickly assess location-specific performance trends and take action across multiple channels using AI-personalised responses.
Qualtrics Assist for CX also leverages AI to help CX leaders and teams gain instant insights from structured and unstructured customer feedback across various channels.
Additionally, Qualtrics Insights Explorer uses AI to analyse customer feedback from multiple sources, identifying key issues and touchpoints that influence the overall customer experience.
