Experience management: five reasons to use Qualtrics

Today’s market demands that every customer interaction becomes a relevant experience. That’s why SAP has added Qualtrics, an end-to-end, experience-focused solution that also features interaction with employees, products, brands and even suppliers, to its solutions ecosystem.

This unique solution enables all feedback forms to be managed, including surveys, internet reviews, voice analysis and many other insights from sources outside of your company. This is known as experience data.

Qualtrics uses a set of tools to ask relevant questions, listen to what customers need and take action using the right answer at the right time.

What are the benefits of using Qualtrics?

Agility, autonomy and flexibility

The Qualtrics toolkit is fast, flexible and scalable. It allows you easily to integrate existing engagement models or generate new ones, with an unlimited number of dynamic and configurable dashboards.

This flexible and agile technology is a platform that easily adjusts to the needs of every area, maintaining global control at all times.

Qualtrics enables you to listen to customers globally, with 27 channels and 128 data sources. It offers a unique opportunity to interact with customers wherever they are, to collect key data in real time. In short, Qualtrics is a comprehensive solution that offers a 360-degree view of what the customer thinks and feels.

Analytical capacity

Another advantage of using Qualtrics is that it uses IQ models, including Stats IQ, Text IQ or Predict IQ, that leverage advanced technologies such as artificial intelligence. Qualtrics analyses data and configures charts, allowing companies to gain insights in order to act in an informed, automated way, in real time and at scale.

The analytical capabilities of Qualtrics’ tools are a combination of highly developed and easy-to-configure functionalities, allowing any user to obtain reliable customer information quickly and easily. It also offers real-time, interactive feedback and set-up notifications to alert you to important changes.

Digital excellence

The way Qualtrics collects digital comments and interactions is done natively, and not through automatic acquisition. In other words, it is seamlessly integrated into the rest of the platform so that all capabilities, including administration, analysis, reporting and actions, are unified. There is no need for professional services, as is the case with other services.

Additionally, thanks to its ability to link customer information with customer feedback on products and services, the experience can be personalised to the highest level of detail, achieving hyper-personalisation.

Qualtrics is not just a technological solution, but a strategic solution that solves a common problem: it’s not enough to have results, data or insights, you have to know how to use them to create a culture of action. Qualtrics offers active listening capabilities to identify changes in trends or alerts in real time and act accordingly.

Best-in-class integrations

Qualtrics is part of the SAP ecosystem as it was acquired by SAP to complement its customer experience solutions offering. However, it has native integrations with many other non-SAP solutions. It can be integrated with any CRM, ERP, or even any API. Qualtrics is agnostic to the technology to which it connects.

It also has the largest number of out-of-the-box integrations with key systems such as SAP, Salesforce, Microsoft, Genesys and more, as well as robust and well-documented APIs.

A holistic solution

Qualtrics is a solution that allows the consolidation of all use cases of experience management (XM) – customer, employee, product, brand, etc. – in a single platform and cross-reference them with the company’s operational data, such as those registered through a CRM.

This solution has the ability to connect the two facets of the data: the external customer feedback and internal data collected through the company’s different systems such as CRM, HR and marketing-automation systems.

This can be used to identify margins for growth or improvement of the company’s products or services, such as perceived versus actual quality for example, and then act on the challenges identified with measures that deliver impact and value.

Discover everything Qualtrics has to offer

NTT DATA is a world-leading IT services company. Our multidisciplinary teams are experts in technologies that take companies to the next level, and Qualtrics’ secure and reliable platform fits perfectly into this category.

Boost your customer and employee experience management by implementing Qualtrics in your business strategies. NTT DATA is your trusted partner to help you integrate this tool and make the most of every interaction with your customers. Contact us and we will help you through the whole process in order to use Qualtrics to the fullest.