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Digital Customer Experience Software

Design digital customer experiences that drive results

Bring together experience data, behavioral heuristics, and journey optimization to eliminate guesswork. Design, visualize, and orchestrate digital experiences that are optimized for the metrics that matter most to your business.

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SR dashboard showing frustration trend report
SR dashboard showing frustration trend report

Digital Experience Analytics

Identify and close digital experience gaps

Increase conversions and reduce cost-to-serve by identifying the highest value improvement areas and taking action on everything your customers tell you–and everything they don’t.

  • Create better user experiences with a direct view of customer behavior with real-time feedback, session replays, and behavioral heuristics like rage clicks and mouse thrashing
  • Understand the “why” behind user drop-offs or lower conversion rates with sophisticated targeting at key customer interaction points
  • Fix gaps quickly and share findings with the right teams through integrations like Jira
    and Slack
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Customer Journey Optimizer - HYSA upgrade journey

Customer journey optimization

Streamline personalized customer journeys

With Qualtrics customer journey optimization, you can take your customers where they want to go—in the fastest and most profitable way.

  • Strengthen your customer relationships by using customer data and advanced analytics to visualize cross-channel customer journeys for individuals and targeted segments, identify key points of friction, and prioritize optimized user paths
  • Increase customer acquisition and lifetime value with personalized, omni-channel journeys that prioritize the experiences and interactions that align to customer desires and your business goals
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Customer Journey Optimizer - HYSA upgrade journey
Digital CX feedback examples

DIGITAL CONTAINMENT

Enable smart customer
self-service

Reduce operational costs and increase your net promoter score by empowering customers to find solutions and resolve common problems on self-service channels without calling your customer service team
for help.

  • Identify areas of friction and guide customers towards a positive outcome by reaching out on the right channel, at the right time
  • Visualize 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
Smiling man looking at his phone

Why human digital experiences
are better
for business

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webpage displaying a customer journey optimizing survey

Privacy-first personalization

Future-proof your digital experience program

Limit your dependency on third-party data and fuel your personalization 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 personalized experiences
  • Increase customer engagement and generate leads with targeted email campaigns, in-product interactions, and website and app promotions
webpage displaying a customer journey optimizing survey
Dashboard view of recorded video responses

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 optimize your digital properties
    and validate every choice you make with XiD
    customer segments
  • Make data-backed decisions by testing out
    new features, products or messages with DesignXM’s qualitative and
    quantitative feedback
  • Ensure your digital transformation is a success at launch and is in service to your customers

Ready to see how
Qualtrics can improve
your digital
customer experience?

Digital Customer Experience FAQs


As the world gets more digitized, solving for the omni-channel customer experience gets more complex. Digital customer experience is optimizing the digital part of the customer journey including website, mobile, social media and apps. Ultimately, whenever your customers are engaging with your brand online, it’s a digital experience. Qualtrics enables brands to deliver digital experiences that resonate emotionally and also improve conversion rates, revenue, and
digital containment.

Learn more about digital CX
Digital customer experience is optimizing the digital part of the customer journey including website, mobile, social media and apps.

The customer experience follows the entire relationship between a brand and its customers throughout all in-person and online touchpoints.
Digital customer experience software enables brands to optimize the digital part of the customer journey – including website, mobile, social media and apps – by deeply understanding customers, identifying insights and delivering personalized experiences.
Qualtrics enables brands to deliver digital experiences that resonate emotionally and also improve conversion rates, revenue, and digital containment.