#contactcenterworld, @Qualtrics
Salt Lake City, UT, USA, Mar 8, 2023 - Qualtrics (Nasdaq: XM), a provider and creator of the experience management category, announced two new Frontline Digital solutions—Customer Journey Optimizer and Digital Experience Analytics. These new solutions capture data points based on customer behavior across human and digital touchpoints like customer service calls, website visits, or social media engagements, and use artificial intelligence to identify the biggest sources of frustration and satisfaction to help teams prioritize the right actions to take to improve their customer experiences.
Eighty percent of consumers have switched brands because of a bad experience, and for more than half of those people, it took just one bad experience to make the switch. Negative customer experiences cost companies an average of 8 percent of their annual revenue, so it’s critical that they get their frontline interactions right.
"Billions of dollars in revenue are lost every day due to poor digital experiences," said Qualtrics President of Product and Engineering Brad Anderson. "Qualtrics’s new frontline digital solutions help leaders understand the ‘why’ behind digital behavior, and help companies know with certainty what to do next to accelerate customer acquisition and remove friction that’s resulting in lost customers and lost revenue."
Customer Journey Optimizer and Digital Experience Analytics are available in private beta.
#contactcenterworld, @Qualtrics
Posted by Veronica Silva Cusi, news correspondent
Source: https://www.businesswire.com
About Qualtrics XM:
Qualtrics is a single system of record for all experience data, also called X-data™, allowing organizations to manage the four core experiences of business—customer, product, employee and brand experiences—on one platform. Over 8,500 enterprises worldwide, including more than 75 percent of the Fortune 100 and 99 of the top 100 U.S. business schools, rely on Qualtrics.
Published: Friday, March 10, 2023
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