Salt Lake City, UT and Seattle, WA, USA, Jan. 8, 2020 -- Qualtrics, a provider in customer experience and creator of the experience management (XM) category, announced the general availability of Frontline Feedback to Qualtrics CustomerXM™. Frontline Feedback is a new collaboration tool that helps customer experience (CX) leaders collect, prioritize, and act on customer, employee, and product feedback by putting the voice of employees at the heart of their CX program.
One of the most underutilized resources in an organization are frontline employees – the teams who work most closely with customers and understand them best. According to research from the Qualtrics XM Institute, frontline employees within an organization are the most supportive and helpful when it comes to helping their companies build a more customer-centric culture. Call center teams or retail store staff, for example, are often in the best position to capture a broad range of customer experiences and interactions that helps improve an organization's product and brand perception.
"Frontline Feedback is an exciting addition to Qualtrics' ever-growing product," said Tim Aulph, Customer Care Information Systems Analyst, North American Bancard. "We are excited to leverage this capability for our Customer Care team, which would allow the employees closest to the customer to share their insights and enhance our ability to address customer needs and preferences."
"Customers have higher expectations of brands than ever before. Frontline Feedback is the best solution to help organizations deliver a new standard of customer experience by proactively finding ways to meet, and exceed, consumer expectations," said Rupali Jain, Director of Product Management for CustomerXM, Qualtrics. "This outside-in approach to optimizing your CX program engages employees to help organizations close customer experience gaps, improve product experiences, and deliver on their brand promise."
Posted by Veronica Silva Cusi, news correspondent
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: Thursday, January 9, 2020
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