XM Knowledge Base
DIGITAL CUSTOMER EXPERIENCE SOFTWARE
Deliver digital customer
experiences that
drive results
Bring together experience data, behavioral heuristics, and journey optimisation to eliminate guesswork. Measure, visualise, and improve digital experiences at scale that are optimised for the metrics that matter most to your business.
INTERACTIVE DASHBOARDS
Make data analysis accessible to all
Leverage interactive dashboards to answer key business questions to create seamless digital experiences that drive customer engagement and loyalty.
- Use natural language queries to interact with your data, asking questions as you would a human expert, revealing deeper insights effortlessly
- Leverage dynamic AI analysis fine-tuned with use case-specific models to instantly transform complex data into clear, actionable recommendations without the need for specialised analytical skills
- Make data analysis accessible to everyone, empowering every team member to unlock insights, not just the data experts
WEBSITE & MOBILE APP FEEDBACK
Hear from customers directly in the moments that matter
Make sense of mountains of data in seconds, giving your teams the insights they need to create digital experiences that convert and grow revenue.
- Gather timely feedback from customers through pop-ups or surveys built directly into your website & app pages
- Leverage Qualtrics AI to increase survey depth and uncover hidden insights faster than ever
- Use your feedback data to drive action and ensure digital insights get to the teams who can take action to close experience gaps
DIGITAL EXPERIENCE ANALYTICS
Identify and close digital experience gaps
Increase conversions and reduce cost-to-serve by monitoring & acting on every digital movement your customers make while maintaining customer privacy.
- Supplement survey data by monitoring digital behavior and identifying friction points
- Leverage capabilities like session replay, heatmaps, and funnels to visualise where friction points are occurring and learn why
- Quantify the impact of broken digital experiences down to each specific issue, ensuring your teams are focused on the highest priority items
- Keep customer privacy first with capabilities that allow you to block PII capture and allow you to stay compliant with regulations for GDPR, Fedramp, and more
CUSTOMER JOURNEY OPTIMISATION
Personalise digital customer journeys
With Qualtrics customer journey optimisation, you can take your customers where they want to go—in the fastest and most profitable way.
- Deliver insights at speed by using behavioral data and advanced analytics to visualise cross-channel customer journeys for individuals and segments and identify key friction points
- Increase customer acquisition, loyalty, and lifetime value with personalised, omni-channel journeys that prioritise the experiences and interactions that align to customer desires and your business goals
Value Calculator
Bad digital experiences can cost millions. See how much they’re costing you.
Use our Experience Value At Risk (xVAR) calculator to estimate the impact that broken or unsatisfactory experiences are having on your business-critical metrics like customer acquisition, customer spend, and cost to serve.
CUSTOMER PROFILE CREATION AND ENRICHMENT
Personalise experiences with zero party data
Limit your dependency on third-party data and fuel your personalisation programs by using zero-party data to stay close to your customers and remove the guesswork from
decision-making.
- Understand customer preferences in the context of their digital experience, without relying on first and third party cookies
- Enrich customer XiD profiles, identify target segments to deliver personalised experiences
- Increase customer engagement and generate leads with targeted email campaigns, in-product interactions, and website and app promotions
UNPARALLELED MARKET RESEARCH
Launch digital experiences
with confidence
Launch new digital experiences with greater certainty they’re going to land with customers. With market-leading research tools, you can place your customer at the center of your digital programs and design smart, empathetic customer experiences.
- Continually optimise your digital properties and validate every choice you make with XiD customer segments
- Make data-backed decisions by testing out new features,
qualitative and quantitative feedback, part of our Strategy & Research product - Ensure your digital transformation is a success at launch and is in service to your customers
DIGITAL CONTAINMENT
Enable intelligent customer
self-service
Reduce operational costs and increase customer satisfaction by empowering customers to find solutions through self-serve channels.
- Identify areas of friction and guide customers towards a positive outcome by reaching out on the right channel, at the right time
- Visualise entire customers journeys and identify issues preventing people from self-serving within digital channels
- Measure and improve content effectiveness by listening to feedback across support articles
Upgrade your programs simply with flexible, scalable pricing plans
More about digital customer experience
Digital customer experience refers to the digital experience within a customer journey including an users’ experience with a website, mobile, social media or apps.
The customer experience refers to the the entire relationship and experiences between a brand and its customers, all in-person and digital experiences.
Digital customer experience software enables brands to optimise the digital part of the customer journey – including website, mobile, social media and apps – by deeply understanding customers, identifying insights and delivering personalised experiences.
Qualtrics digital CX software enables brands to deliver digital experiences that resonate emotionally and also improve conversion rates, revenue, and digital containment.
EXPERIENCE MANAGEMENT_
More experience management
solutions for you
Serve customers with unmatched care. Build high-performing teams.
Make the smartest business decisions.
