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Customer Experience
Qualtrics named a Voice of the Customer (VoC) Leader in IDC MarketScape report
The IDC MarketScape noted, “Qualtrics has been an industry pioneer and an innovator in the structured customer listening market and has grown significantly to offer full services across the listen, analyze, and act spectrum for VOC applications.”
“Qualtrics offers leadership functionality and services to help organizations of all sizes start and grow their VOC programs,” the report said. “With two decades of experience and success in the survey market and now the CX market, Qualtrics continues to innovate its omnichannel (digital/conversational/feedback) platform architecture and push new ways to gather, analyze, and operationalize customer feedback data to improve customer experiences and improve a brand's value. Qualtrics has been an industry pioneer and an innovator in the structured customer listening market and has grown significantly to offer full services across the listen, analyze, and act spectrum for VOC applications ”
The IDC MarketScape evaluated 11 organizations with technology platforms and applications that aid in the creation of VOC customer feedback programs.
“Qualtrics is a pioneer and innovator in the XM market, and our leadership highlights the company’s ability to be a long-term partner with strong capabilities in AI-powered omnichannel listening programs that will to serve customers at various points in their CX program maturity now and in the future,” said Brad Anderson, Qualtrics President of Product, User Experience and Engineering. “With our market share, Qualtrics customers can be sure about our commitment to continued growth and innovation as we build on our proven track record of driving results for enterprise customers.”
The solution to meet your needs
As CX leaders seek to maximize the efficiency of their CX programs in 2024, they are also under pressure to increase customer acquisition and nurture customer loyalty at a faster pace than ever. Qualtrics’ XM for Customer Frontlines provides a suite of capabilities that allows CX Leaders - along with their Digital, Operations, and Frontline Teams - to immediately surface customer friction and guide teams to better serve customers.
For Digital Experiences, you are able to combine experience data and behavioral cues so that you can map end-to-end customer journeys, allowing you to step in at the right time to optimize their journey.
In the Contact Center, you can power automation, react when customers are having a negative experience, and fix those experiences in real-time. And for every in-person interaction, you can turn it into an opportunity to increase revenue and loyalty by targeting specific feedback from both customers and employees. Only Qualtrics XM for Customer Frontlines provides a single platform of functionality for the entire organization to use.