Exceed customer expectations.
Everywhere.
Transform every customer signal into an intelligent intervention & bridge the gap from insight to proactive, autonomous action
The world's
best brands
choose
Qualtrics
Today's reality
Customer attrition
We're losing share to competitors and can’t seem to put our finger on why— what is it that customers are getting elsewhere?
Increasing support costs
The cost to support customers is on the rise— we're investing in improving this but it’s not really moving the needle.
Tight budgets
In today’s combination of competitive environment & tightening budgets it has become more critical than ever to ensure that the investments we do make are having outsized impact.
With Qualtrics
NextGen CX
you can
- Unify every customer interaction — Collect and synthesize data from all touchpoints with AI-enhanced profiling to create a complete view of each customer's journey and needs
- Turn insights into revenue impact — Monitor behavior and sentiment across interactions while quantifying their effect on retention and costs, so you can prioritize actions that drive real business results
- Automate actions at scale — Deploy AI-powered workflows and Experience Agents that deliver personalized, empathetic interactions and proactive interventions based on deep customer understanding
Gain a complete picture of your customers
Capture every customer interaction – including clicks, calls, chats, emails, surveys, and social media posts – all in one platform. Advanced AI and Natural Language Processing tools bring these typically disparate datasets together, integrate them with your operational data, and intelligently organize them into customer journeys, profiles, and segments.
- Expansive data collection capabilities ensure full coverage across all customer interaction channels in a single, unified platform
- Automatically process and contextualize incoming data from every channel to create a comprehensive picture of the customer experience
- 360-degree understanding provides Experience Agents with the contextual foundation needed for empathetic, personalized interactions
From scattered signals to unified customer understanding
Continuous monitoring across every touchpoint means you can spot impactful trends the second they emerge. Natural Language Processing (NLP) and AI capabilities unpack topics, meaning, and sentiment, providing a clear picture of customer perceptions and conversations.
- Turn unstructured feedback into actionable priorities with AI-powered theme quantification and impact sizing
- Detect churn risk, identify upsell opportunities, and highlight inefficiencies with pre-built models
- Discover emerging sentiment, topics and themes from text and voice interactions through advanced AI-powered analytics
eBook_
Design breakthrough customer experiences in location-based businesses
Learn how to understand how each channel impacts the experience your customers have. Design experiences that go beyond just the physical location to drive footfall, loyalty, and revenue with our 3-step guide to implementing a world-class customer experience program for location-based businesses.
Turn experience insights into business outcomes
Close the loop with every customer, across every channel, with personalized, AI-powered responses and recommendations. Actionable insights guide you toward customer-centric solutions to emerging issues before they escalate, with intelligent prioritization and automated workflows that address experience gaps at speed.
- Orchestrate personalized follow-ups to every customer interaction based on sentiment and context
- Empower teams across your organization to act with a customer-first mindset, through next-best-action guidance
- Ensure no customer falls through the cracks with automated closed-loop workflows that trigger real-time actions, send proactive alerts, and scale meaningful follow-up across every interaction
- Deploy Experience Agents that proactively engage customers with contextual, brand-aligned interactions
AI-powered agents that enhance human connections
Go beyond traditional automation with AI-powered Experience Agents that understand context, sentiment, and human behavior to deliver empathetic, brand-aligned interactions. These agents don't just process transactions—they enhance experiences by acting on insights in real-time.
- Proactive & contextual engagement — Leverage unified XM data for 360-degree customer understanding, enabling agents to anticipate needs
- Empathetic interactions — Deliver trustworthy, brand-aligned responses that enhance human experience rather than executing tasks
- Real-time interaction — Automatically act on feedback signals to remediate friction points and improve journeys
- Experience-centric automation — Move beyond efficiency to focus on experience elevation using deep human understanding
How we are driving growth
How we are driving growth
Analyzing the thousands of customer conversations from chat and phone calls plays a key role in knowing what our customers are thinking. [Qualtrics] extracts the topics & emotional tone from thousands of daily customer interactions.
SVP Analytics, Reporting & Research @ GM financial
68% - 81%
increase in loyalty rate
Upgrade your programs with flexible, scalable plans
Upgrade your programs with flexible, scalable plans
NextGen CX FAQs
What is NextGen CX?
NextGen CX represents the evolution of customer experience management, combining comprehensive omnichannel data collection with AI-powered assistance that turns customer feedback into clear priorities and autonomous Experience Agents that enhance human connections. It enables organizations to not just understand customer interactions across every touchpoint, but to quickly surface hidden trends, quantify feedback impact, and take empathetic action through AI agents that understand context and sentiment. With features like Qualtrics Assist embedded in dashboards and Experience Agents acting on insights in real-time, NextGen CX transforms traditional customer experience programs into proactive systems that prioritize actions with confidence and accelerate time-to-value.
What are Experience Agents?
Experience Agents are AI-powered autonomous agents that interact directly with customers and employees, designed to enhance human connections rather than replace them. Unlike traditional operational AI that focuses purely on task execution, Experience Agents leverage Qualtrics' decades of expertise in human sentiment and behavior to deliver trustworthy, empathetic, brand-aligned interactions. They utilize contextual understanding from your unified XM data to act proactively in the moment—fixing issues, closing the loop on feedback, and anticipating needs based on deep human understanding rather than simple transactions.
How do Experience Agents differ from traditional chatbots or automation?
While traditional chatbots and automation tools focus on operational efficiency and task completion, Experience Agents are designed to improve the human experience itself. They go beyond simple automations by utilizing Qualtrics' unique ability to understand people through comprehensive experience data. Experience Agents can comprehend context, sentiment, and behavior patterns across all touchpoints to deliver personalized, empathetic interactions that align with your brand values. Rather than just handling transactions, they proactively identify and remediate friction points in real-time, turning every interaction into an opportunity to enhance the overall customer or employee experience.
What is omnichannel analytics?
Omnichannel analytics in the context of NextGen CX is the process of collecting, analyzing, and interpreting data from multiple customer interaction channels using AI-powered tools like Qualtrics Assist. It combines data from various touchpoints such as websites, mobile apps, social media, in-store visits, and call centers to provide a holistic view of customer behavior and preferences. This approach allows businesses to ask natural language questions about their data, get quantified insights about feedback themes, and enable Experience Agents to take contextually-aware actions that improve customer experiences across all channels.
What is omnichannel customer experience management?
Omnichannel experience management is a strategic approach to customer interactions that seamlessly integrates multiple channels and touchpoints throughout the customer journey. It aims to provide a consistent, personalized, and unified experience across all platforms, including physical stores, websites, mobile apps, social media, and customer service channels. This approach enables businesses to collect and analyze customer data from various sources, allowing them to tailor their offerings and communications to individual preferences. The ultimate goal is to create a cohesive brand experience that enhances customer satisfaction, loyalty, and overall engagement, regardless of how or where customers choose to interact with the company.
What does omnichannel customer experience software do?
Omnichannel experience software integrates multiple customer interaction channels into a unified platform. It enables businesses to manage customer communications across various touchpoints, including phone, email, chat, social media, and in-person interactions. The software tracks customer interactions, provides a consolidated view of customer data, and ensures consistent messaging across channels. It also offers analytics tools to measure performance and identify areas for improvement, ultimately helping businesses deliver seamless, personalized customer experiences regardless of the chosen communication channel.
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