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Tag: qualtrics

  • Vietnam Airlines Unlocks New Perspectives into Customer Experience Insights with Qualtrics

    Vietnam Airlines Unlocks New Perspectives into Customer Experience Insights with Qualtrics

    Qualtrics, the leader in experience management, today announced Vietnam Airlines, a leading airline in South East Asia and national flag carrier of Vietnam, is using Qualtrics CustomerXM™ as part of the company’s efforts to create a more robust and tailored customer experience for its 22 million annual passengers.

    With Qualtrics CustomerXMTM – a comprehensive experience management platform – Vietnam Airlines is able to capture and respond to customer feedback in real-time. The national carrier of Vietnam has also increased the volume of customer engagement captured and research scope.

    “Qualtrics initiatives have enabled Vietnam Airlines to reduce the time needed to collect and respond to customer feedback from months to weeks. The speed at which we are now able to operate, along with the ability to garner new insights from our passengers, are key differentiators for us. Powered by the speed and accuracy of the Qualtrics CustomerXMTM platform, Vietnam Airlines is able to capture customer insights, which serve as very important input for creating breakthrough customer experiences – characterized by Vietnam’s rich culture and identity – helping cement our position as one of the leading carrier in the region,” said Ngo Hong Minh, Director of Passenger Service Department, Vietnam Airlines.

    Vietnam Airlines deployed a number of dynamic data collection tools on Qualtrics CustomerXMTM to derive new perspectives of its entire customer experience. These include dynamic and custom data collection tools that can focus on priority areas in the customer journey, real-time website feedback, QR code feedback capabilities for higher response rates in regions such as China and Singapore where this method of engagement is preferred, and an offline app for “mystery shoppers” to use.

    Customer responses are presented back to Vietnam Airlines in role-based dashboards that can be accessed from any device in real-time. Stakeholders collaborate to create unique pages and apply filters to pinpoint specific moments – like reservations, check-in, and online booking – across the carrier’s 30+ branch offices and representative offices in more than 20 countries and territories.

    “Combining experience data captured by Qualtrics CustomerXMTM with operational data has inspired a number of changes to the customer experience we create at Vietnam Airlines – from the food and drink we serve through to conversations at check-in. Since going live on the Qualtrics platform in late 2017 we’re proud to have maintained  our Skytrax 4-Star status which now extends to fourth year running, and achieved a record profit of VND 2.8 trillion in 2018,” added Minh.

    “Airlines across the globe are looking for ways to compete in increasingly competitive markets on more than price alone. Customer experience is therefore a significant and invaluable differentiator. Vietnam Airlines’ investments and accolades in creating breakthrough customer experiences is testament to the carrier’s tireless devotion and commitment to improving quality across products and services. Qualtrics is proud to support Vietnam Airlines through this exciting and unprecedented period of growth by helping it optimise its customer experience at the moments that matter most,” said Foo Mao Gen, Head of Southeast Asia, Qualtrics.

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  • Qualtrics Empowers Companies to Take Control of Brand Strategy

    Qualtrics Empowers Companies to Take Control of Brand Strategy

    Qualtrics, the leader in experience management announced the launch of Qualtrics Brand Tracking, a breakthrough brand monitoring solution on the Qualtrics XM PlatformTM that promises to transform how companies manage their brand strategy across their organisation.

    Built on the Qualtrics Experience Management (XM) PlatformTM, Brand Tracking integrates with Qualtrics’ customer, employee, and product experiences to enable a comprehensive view of insights and actions that shape the core experiences of any organisation.

    In today’s fast-moving market, companies are now looking to own their brand tracking programme with insights that are instant, embedded, and adaptable. Qualtrics Brand Tracking arms organisations with the technology necessary to fully leverage one of their most valuable assets – their brand.

    “Over the past year, we’ve been partnering closely with hundreds of brands across the world to help design and run their brand tracking programs on the XM Platform. With built-in expert methodology, guided program set-up, and dashboards on every device, Qualtrics Brand Tracking is now available to empower every organisation from startups to billion dollar enterprises, making tracking and optimising their brand easier than ever,” said Kelly Waldher, vice president of Brand Experience, Qualtrics.

    With Qualtrics Brand Tracking, SoFi – one of the fastest growing financial services companies in the industry – is transforming the way they use brand insights to drive growth in their business. As SoFi continues to grow, the company is able to quickly and easily design their brand tracking programme, constantly monitor key brand indicators, combine response data with social media feedback, and embed prescriptive actions in their business processes.

    • Brand Tracking provides instant results. With Brand Tracking, results are instant through live, automated mobile and web dashboards. Organisations no longer have to wait months for critical insights. With Qualtrics’ pre-built programmes and dashboards, anyone in the organisation can launch a powerful, world-class brand tracker and start seeing results within hours.
    • Brand Tracking empowers companies to connect their entire organisation to one platform with embedded technology.Breakthrough insights are available through embedded technology allowing companies to connect their entire organisation to one platform. From social reputation data, campaign data, media buy data, and other brand-related data subsets, Qualtrics Brand Tracking makes it faster to act on detailed insights that will drive top-line growth.
    • Brand Tracking is adaptable and flexible. Like all projects on XM Platform, Qualtrics Brand Tracking is adaptable to evolving business needs and is easily customisable. Making edits to existing methodology and programmes no longer require expensive change orders. Companies now have the ability to customise studies, across their organisation, with a few clicks.
  • Qualtrics Announces New Industry-Leading Data Privacy and Governance Capabilities

    Qualtrics Announces New Industry-Leading Data Privacy and Governance Capabilities

     Qualtrics, the leader in experience management, announced a new suite of industry-leading data protection and governance capabilities to help organisations comply with the latest global data protection and security policies. XM Controls will allow XM programme managers to manage users, permissions, data, compliance, security and costs as they build Customer, Employee, Product and Brand Experience solutions on the Qualtrics XM Platform™.

    The new capabilities will help organisations standardise the collection of experience data (X-data) — the opinions, beliefs, emotions and sentiments that people have about their experiences with the organisation.

    A recent Qualtrics study of data privacy professionals found that 65% of all organisations use multiple survey tools and 45% of these organisations don’t even know how many survey accounts exist within the organisation.  This fragmentation leads to data silos, security and compliance risks and disjointed customer experiences.

    “As organisations look to close experience gaps, we are seeing a wave of CIOs and IT leaders mandate the breakdown of X-data silos and institutionalise a standard governance model for managing their customer, employee, brand, and product experiences,” says Zig Serafin, President of Qualtrics. “XM Controls provide IT leaders the confidence to standardise on the Qualtrics XM Platform, enabling them to seamlessly manage thousands of employees collecting, analysing and acting on X-data across the organisation.” 

    New suite of industry-leading XM Controls include:

    Admin Dashboard – Qualtrics has reimagined the Admin centre with a series of new, intuitive reports that provide actionable insights to Qualtrics admins for monitoring the health of an organisation’s XM deployment. The reports are built around usage, consumption, activity and user engagement – making it easy for admins to drill down into specific areas, flag violations and take immediate action.

    Access Controls – Qualtrics now makes it easy for organisations of any size to centralise X-data on a single platform. With new access management capabilities announced today, IT leaders can enable their employees to sign up for a Qualtrics account through a personalised, self-enrolment workflow while managing permissions at scale.

    Data Controls – Infosec and compliance leaders can now govern all data collection and user management from one place, helping them stay in compliance with their internal and external data handling requirements. Data Controls include:

    • XM Directory acts as a single system of record of all individuals providing X-data. With updated XM Directory settings, admins can govern all respondent interactions and control contact frequency across all feedback channels from a centralised admin console.
    • GDPR One-Touch Data Deletion makes it easy to service GDPR Right to Erasure requests by locating and deleting a data subject’s surveys, responses, tickets and contact information. This saves data protection officers and IT leaders the intensive effort of locating and cleaning customers’ personal data from different locations.
    • Sensitive Data Policy helps organisations manage compliance with their data privacy regulations by setting up Data Loss Prevention (DLP) controls for handling sensitive X-data. Using admin policies and machine learning, these controls allow admins to prevent the collection of sensitive X-data and detecting, notifying and redacting any sensitive data collected on the Qualtrics XM Platform.

    Cost Management – With a new set of capabilities around resource tagging, Qualtrics enables business and IT leaders to easily meter and monitor consumption and track it back to the specific user, team, department or project. This makes it easy for IT to allocate costs for internal chargebacks, removing the burden of pooling budgets.

    Security Controls – Announced in 2018, the security controls allow Qualtrics admins to set up security policies governing their XM deployments – from multifactor authentication to account lockouts to password strength management.

    Qualtrics Security Certifications


    Qualtrics is the only experience management provider to hold three of the most important security accreditations – FedRAMP, ISO 27001 and HITRUST, to meet the security requirements of the most highly regulated industries and organisations.

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  • Qualtrics Expands XM Solutions Capabilities To Help Organisations Close Experience Gaps Faster

    Qualtrics Expands XM Solutions Capabilities To Help Organisations Close Experience Gaps Faster

    Qualtrics, the leader in experience management, announced the expansion of XM Solutions to help customers close experience gaps and harness the power of the world’s leading Experience Management (XM) Platform™. There are now over 45 expert-built solutions spanning automated projects, guided programmes and full-service research, designed by industry and research experts to accelerate customer experience, employee experience, and market research.

    For years, organisations have struggled to quickly set up experience management and market research programmes, while ensuring programmes were best-in-class. With XM Solutions, Qualtrics’ team of PhDs and industry experts have created solutions to help customers quickly and confidently launch their programmes and drive business outcomes. Solutions include both guided programmes – designed to accelerate customer experience and employee experience programmes with pre-configured surveys, expert-validated methods, and dashboards tailored to your business – as well as automated projects for quick-turn research projects that yield near-immediate results.

    “XM Solutions will improve the speed and accuracy with which organisations can launch their experience management programmes,” said Ryan Smith, co-founder and CEO of Qualtrics. “Our team of experts have designed packaged solutions that leverage the learnings from thousands of customer experience, employee engagement and research programmes running on the Qualtrics platform. This will help any organization–large or small–jumpstart its experience management and research programmes, and make it easy to scale those programmes to fit the organisation’s needs.”

    Leveraging XM Solutions, customers can more quickly and confidently conduct comprehensive customer, employee, product and brand research in a fraction of the time. From pricing, to customer NPS, to brand awareness studies, XM solutions delivers fast results with automated setup, streamlined distribution, and smart analysis for research of all sizes.

    “XM Solutions have made it possible to simultaneously enhance our suite of research capabilities and reduce costs,” said Andrew Mun, Consumer Intelligence Manager at Kia Motors America. “These out-of-the-box solutions have changed the way Kia conducts research and improved our speed to insights. In a highly competitive industry, that means the difference between success and failure.”

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  • Qualtrics Leapfrogs Reactive Customer and Employee Experience Tools with New Prescriptive Offering

    Qualtrics Leapfrogs Reactive Customer and Employee Experience Tools with New Prescriptive Offering

    Qualtrics, the leader in experience management, today announced significant enhancements to its award-winning Qualtrics Experience Management (XM) PlatformTM, making it easier than ever for organisations to close experience gaps––the difference between what organisations think they are delivering and what customers and employees actually experience. With the launch of the iQ Directory, Qualtrics now offers organisations a single-system-of-record for all experience data. Powered by a layer of artificial intelligence and machine learning, the iQ Directory enables advanced, intelligent features throughout the Qualtrics XM platform––including predictive capabilities that forecast individual behavior such as employee attrition and customer churn. The announcement was made at the Qualtrics 2018 X4 Experience Management Summit in Salt Lake City.

    Based on over 15 years of leadership in the insights and analytics industry, Qualtrics announced the revolutionary XM Platform one year ago. Used by over 75 percent of the Fortune 100 and 99 of the top 100 U.S. business schools, the Qualtrics XM Platform helps companies like Allianz, JetBlue, Microsoft and Yamaha measure, prioritise, and optimise the experiences they deliver across the four core experiences of business—customer, product, employee and brand experiences.

    “The experiences companies deliver are more important today than they have ever been. Customers don’t just buy a product anymore, they buy an experience. And it is the experience companies provide that makes or breaks a brand,” said Ryan Smith, co-founder and CEO of Qualtrics. “Similarly, employees don’t want a job description where they are cogs in a machine. They want their work to be an experience they can talk about and share. Companies today essentially compete on the experiences they provide and they are turning to the XM Platform to help them measure, improve, and act on these key experience programs.”

    Two enhancements to the Qualtrics Experience Management Platform announced today include important extensions to the Qualtrics iQ™ group which was announced last year—a collection of advanced, intelligent features built on artificial intelligence, machine learning and advanced analytics to improve the experiences organisations deliver. The newest elements of Qualtrics iQ include the iQ Directory and Predict iQ:

    iQ Directory:

    The Qualtrics iQ Directory is a live, organised chronicle that captures the emotions, sentiments, beliefs and preferences of an audience. The iQ Directory contains all experience data, or X-data, collected over time, creating a system of record of all interactions and opinions each person has of an organisation.

    iQ Directory enables a company to take a person-centric view, helping companies gain a better understanding of an individual person’s unique journey with the company. Because each new interaction builds upon past information, this rich collection of experience data makes new interactions smarter over time, allowing a brand to customise future touch points for each group based on past preferences and therefore ensuring a better overall experience.

    As the iQ Directory is now recorded as transactional data with each data point providing a record of each interaction throughout the individual’s journey, it is possible to pinpoint key drivers and changes in sentiment over time. The application of machine learning helps predict how an individual might respond in a certain situation, empowering a company to be predictive in its outreach rather than just reactive.

    The Qualtrics iQ Directory enables companies to interact with people at the right moment, with the right message, via the best channels, making interactions feel like an ongoing conversation rather than transactional pings along a customer or employee journey.

    Predict iQ:

    Predict iQ helps companies understand which customers are likely to leave and what they can do to prevent customer attrition before it happens. Using neural network, open-source algorithms to make its predictions, Predict iQ utilises Qualtrics Actions, allowing users to set up triggers to send emails, create tickets, or ping any third-party service for immediate action to be taken when needed. Easy-to-use and requiring only minutes to set up, Predict iQ makes deep learning accessible to anyone.

    Predict iQ centralises all churn analysis and reduction efforts in one place and is deeply integrated into existing feedback collection, so there’s no need to move data around to get predictions. Predict iQ also complements Stats iQ, allowing companies to use Stats iQ to understand and fix systemic issues while leveraging Predict iQ to save individual customers. All this can be done while larger-scale initiatives are being put in place, providing results from day one.

    Certified XM Solutions:

    Designed by the world’s leading researchers, practitioners and consultants, Certified XM Solutions are packaged projects and programs with expert content, workflow, and automation––built directly into the Qualtrics platform. These community-driven solutions provide complete industry-specific experience management programs including everything from best practices, to content, to technical implementation, to survey design, to contact frequency guidance, to data analysis, and recommended next steps.

    Qualtrics Certified XM Solutions currently include experience management solutions that span employee engagement solutions, customer experience solutions, product and brand experience solutions for many industries including financial services, education, government, retail, B2B, and more.

    Qualtrics Certified XM Solutions are designed to reduce the time, risk and cost of implementing an experience management program from the ground up. Ideal for customers who want a pre-packaged solution to get up and running quickly when they have little capacity, low in-house expertise, or when time is of the essence, Qualtrics Certified XM Solutions are easy to implement and are built for change and growth.

    Because Certified XM Solutions are powered by the flexible Qualtrics Experience Management Platform, it is easy to scale programs as organisations grow and needs evolve. The solutions are designed for use by any organisation, from the smallest start-up to the largest global enterprise.

    Continued Growth for XM Platform

    Qualtrics recently launched a global Qualtrics Partner Network to support the fast-growing XM ecosystem, including founding partners J.D. Power, Kantar TNS and Walker Information. Qualtrics opened new international offices in France, Japan, Poland and Singapore in recent months, and the company has grown to over 1,600 employees, all to support expanding demand for the XM Platform.

    These latest enhancements to the Qualtrics Experience Management Platform are available now as part of the CX, EX and RC solutions.

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  • Qualtrics Announces Online Community Connecting Experience Management Platform Users

    Qualtrics Announces Online Community Connecting Experience Management Platform Users

    Qualtrics, the leader in research and experience management, today announced the Qualtrics Community, a new, online forum to bring together users of the Qualtrics Experience Management PlatformTM. The Qualtrics Community allows users to share best practices, tips and advice about using the Qualtrics Experience Management Platform, the world’s only unified experience management platform, utilised by over 8,500 enterprises worldwide to manage the core experiences they provide across their businesses—including customer, product, employee and brand experiences.

    The Qualtrics Community members include some of the most prolific Qualtrics users in their fields, compiling thousands of years of combined expertise across business, technology, and academic industries, to name a few. The community is open to expert and novice users alike, and is a forum to discuss the projects that drive them, trade tips and tricks, and to enable networking with other users.

    The Qualtrics Community aims to facilitate education and collaboration, allowing users to ask for advice on how best to build their projects using the Qualtrics Experience Management Platform. Experts are available across many domains, including customer experience, employee experience, product experience, brand experience and market research domains. Members can comment and tag the responses they find to be the most helpful. The Qualtrics Community Team is also present to help foster meaningful connections and keep community members on their toes by running competitions and challenges where they can earn points and badges to move up in rank in the community.

    “I love being able to quickly ask questions of other users of the Qualtrics platform to find alternative solutions, or even have a discussion on best practices. This exchange of knowledge has saved me hours across projects,” said Rachel Cvetkovski, an Associate at THREE. “I’ve never had a community of people outside my own company to use as a resource, so I’m very grateful for the collaboration.”

    “Everything we do at Qualtrics is focused on building amazing software for our customers and then helping them to best utilise those tools to create amazing experience programs,” said Paul Sheets, Head of Global Operations at Qualtrics. “While we offer world-class training and support programmes, sometimes users just want to quickly bounce an idea or problem off another user who has been in their shoes. We created the Qualtrics Community as part of our ongoing commitment to helping our customers learn, collaborate and succeed. It’s a place where novice users can connect with experts, obtain high quality information and create new professional connections, or even friends, along the way.”

    To join the Qualtrics Community, go to Qualtrics website and sign in with your Qualtrics account credentials. Other resources for Qualtrics users include a library of support topics, formal certification programmes and 24/7 support via chat, email or phone.

    Meet other users of the Qualtrics Community in person at the X4 Summit™, a three-day master class in experience management, on March 6-9, 2018, in Salt Lake City, Utah.

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