Technology has become an essential part of management and has a clear positive impact – 68% of employees believe technology makes them more productive. However, many tech tools fail to take into account the experience of employees and their feelings about the resources they use on a daily basis. We explain what makes Qualtrics XM different and how it can help you generate a 360° impact in all business areas.
Many existing productivity management tools measure factors such as latency, availability and incident prioritisation, as well as the all-important KPIs and SLAs. However, vital as these are, they may not be what matters most to your employees. Usability, quality of communication and ease of carrying out tasks are just a few areas which can make a considerable difference to your team’s performance.
Experience management provides a holistic view of the business, integrating user experience into metrics through active listening and real-time analysis. This enables tech teams to proactively close the gap between their view of the service and that of the consumer. What’s more, it increases staff commitment to the company by 158% and retention beyond three years by 61%.
Qualtrics XM combines three product suites to create exceptional customer frontlines, high-performing teams and product design strategy. After an in-depth analysis of the data, it can generate KPIs and integrate them with your ITIL tool so that you have a complete overview within the same portal. And response data can also be integrated with SAP Service Cloud and SAP Sales Cloud.
NTT DATA has a strong track record of helping companies achieve a successful digital transformation by implementing end-to-end solutions such as Qualtrics XM. Take a look at this short video to find out more about how we can help you implement experience management in your organisation.