XM Knowledge Base
The gold standard in XM-
now with the world’s most powerful
conversational analytics
With the acquisition of Clarabridge, the XM platform now includes the
ability to understand emotion, effort and intent of what your customers and employees are saying, wherever they’re saying it.
The ultimate platform for collecting,
understanding, and taking action on all
forms of
experience data
Understand everything that's happening,
and why
Surface deep insights in real-time with the combined power of iQ™ and Clarabridge’s conversational analytics.
- Automatically uncover topics and sentiment in open text, surface key drivers of the experiences your customers and employees have and get to the root cause of bad experiences in seconds with iQ™
- Detect emotion, intent, and effort with 150+ industry-specific natural language understanding (NLU) models that automatically surface
people’s underlying needs
Automated action to improve experiences at scale
Drive your experience transformation with the tools to take action to improve individuals’ experiences, while optimising your processes to scale your breakthroughs.
- Step in to improve the experience for customers and employees in real-time with automated workflows and actions
through xFlow - Drive system-wide process improvements with pre-built, industry-specific improvement drivers in Clarabridge that deliver
powerful recommendations
Design personalised customer and employee experiences
Personalise the experience for every customer and employee with automated actions powered by the richest and most accurate experience directory.
- Enrich your customer and employee Experience ID profiles with emotion, effort, and intensity
- Automatically trigger actions in xFlow based on a deeper understanding of every customer and employee
Explore the power
of conversational analytics
Take the right actions to reduce churn and drive revenue
Instantly understand customers’ underlying needs from any interaction and trigger intelligent responses at scale. From service recovery to upsell opportunities, you’ll automatically know who to target, with what offer, at every stage
in the journey.
Identify product issues early and
act fast
Pull in feedback from social media posts, product reviews, support conversations, chat, and more and automatically trigger action based on critical product experience
signals like customer effort.
Tackle the issues that really matter to
your employees
Automatically surface key issues from the public channels, like Slack and workplace messaging apps, where your employees are sharing valuable feedback. Anonymise and aggregate comments to identify trending topics of discussion, sentiment and emotion and then flag critical issues to the teams who can take precise action to improve the employee experience. All automatic, and
all in real time.
Create frictionless digital experiences
Get real-time insights from support calls and chat conversations, and automatically identify the biggest pain points based on Clarabridge’s 150+ out-of-the-box industry models. Use the insights to trigger actions to prioritise your teams’ work to focus on the highest impact improvements.
