Qualtrics, the leader and creator of the experience management category, unveiled new AI-powered innovations across XM for Customer Experience empowering organizations to understand and build connections at scale, with every customer, and personalize the customer experience at speed and scale across every channel.
These new solutions, powered by Qualtrics® AI, create an empathetic, humanized experience by helping organizations understand the sentiment, satisfaction, effort, expectations and preferences for every customer. This leads to strong customer loyalty that accelerates revenue growth and reduces operating costs.
Research from Qualtrics and ServiceNow revealed 80% of customers said they have switched brands because of poor customer experience, and 43% of respondents said they were at least somewhat likely to switch brands after only a single negative customer service interaction. However, since 2021, the share of consumers providing feedback directly to the companies they buy from following a very bad experience has fallen by 7.2 percentage points. Qualtrics empowers every organization to understand what’s going on at every stage of the customer journey, at every frontline touchpoint, without ever having to ask.
“Fueled by our $500 million commitment to AI innovation, Qualtrics is making it easier than ever for customer experience teams to rapidly and meaningfully deliver the superior, personal, and human experiences their customers are looking for,” said Brad Anderson, President of Product, UX and Engineering at Qualtrics. “With these new purpose-built AI capabilities, Qualtrics is at the forefront of an exciting new age of experience management, giving organizations, including Hilton and Motorola Solutions, the power to improve every experience in the moment, across every channel that matters.”
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Qualtrics AI and Qualtrics Frontline Locations™ allow frontline teams to connect with every customer in every location
The impact of consumers’ online reviews and comments on a business is huge – over two-thirds of consumers look at reviews before buying from a new brand. Responding to detractors can soften the impact of a negative review, but companies with multiple locations often struggle to capture and analyze the location-level insights necessary to tailor responses across all their online channels.
New AI-powered capabilities from Qualtrics help frontline teams – in-store and online – personalize the customer experience and remove points of friction across channels by listening to customer feedback across all channels (e.g., voice calls, chats, social reviews, ratings, surveys):
- Frontline Locations Assist is an intuitive, purpose-built insights hub that analyzes every piece of customer feedback – including feedback from surveys, within the app, the contact center, online, and reviews – to equip frontline managers with actionable insights and recommended steps they should take to improve their customer experience and drive business value, such as replying to customer reviews, checking in on open tickets, and rewarding employees.
- New AI-powered review and ticket response suggestions enable frontline teams to quickly resolve issues with automatically generated, personalized and appropriately tuned responses. This speeds up ticket resolution and online review response times, helping organizations exceed customer expectations for support, build stronger relationships and increase customer loyalty.
With Qualtrics AI-enabled capabilities, Hilton is now collecting and synthesizing feedback across the entire guest journey for its more than 7,600 global properties, including calls, chatbot interactions, email and messaging during and after a guest’s stay, in-app, and from digital surveys.
SOURCE: PRNewswire