X4 2024 Customer Experience Showcase: Strengthening the power of human connection

From automating repetitive tasks to acting on signals of frustration from your online customers, AI capabilities permeate every part of our CX platform, strengthening the power of human connection.

The better you know your customers, the better you can take care of them - so they’ll spend more and stay loyal. But it is becoming more difficult to get their valuable feedback through traditional methods like surveys and scores. The signal we do receive is skewing heavily towards unstructured data - which demands a more sophisticated analytical approach.

To truly understand the voice of the customer and get the full picture of where to make improvements, you need to collect data from more channels, including video, speech, text, online behavior and more. But how do you make sense of all this data? new kind of platform - one enabled by AI.

The Qualtrics^® platform does the hard work for you. It is powered by . Qualtrics AI,which is trained on billions of human interactions and optimized for experience management. It builds a picture of every customer relationship, moment by moment, and leverages it instantly whenever you need information, recommendations, action or insights. It’s a CX superpower that shows up everywhere your customers are. That means supporting frontline employees as well as strategic leaders in building stronger and more responsive customer relationships.

For CX teams, the latest AI-enriched innovations open up a new way of listening to and connecting with customers, one that transcends some of the old limitations of working with experience data. Our platform is built on a vision of true omnichannel experience management, and it’s growing and improving all the time.

Here are just a few of the inspiring CX announcements made at X4^®.

Qualtrics XiD^TM

Think you know your customers? Take that understanding to the next level with Qualtrics XiD, a vast customer experience profile database that uses integrated AI to capture customer experience moments wherever they occur - from direct customer feedback to social media signals. It uses topic and sentiment analysis to turn unstructured data into powerful, easy to understand insights, and it builds rich profiles across the customer journey.

With XiD you can tailor what you offer customers according to the quality of their previous experiences, as well as using parameters like loyalty, frequency and spend. And capturing those experiences is effortless. During conversations with agents, Qualtrics AI picks up signals like semantic terms and emotional intensity. In digital interactions, it detects frustration signals like repeated attempts to complete a task- and automatically intercedes to help.

Learn more about XiD.

Our latest tools to empower your contact center agents

Our platform supports contact center agents and their managers with tools that enhance productivity and accelerate professional development.

Automated summaries take repetitive write-ups off your agents’ to-do lists. AI listens in and analyzes every call, creating a written summary so your agents don’t have to. Across a year, it could save your agents around 2 solid weeks of working hours.

Intelligent scoring and quality management helps both agents and managers. Forget spot-checking agent calls and subjective manual scoring. Our AI solution uses data from every call to assess compliance and quality standards, giving an objective assessment and spotting overall trends in contact center performance.

Automated coaching uses the same objective, holistic assessment of call data to create personalized recommendations for each agent, coaching them effectively by highlighting opportunities to grow and improve.

Hunt down and fix broken digital experiences

For digital teams, we’ve introduced Digital Assist, an insights hub designed for experience management on digital platforms. It combines experience and operational data with digital-specific signals, such as clicks, mouse movements and other behavioral markers. Working across thousands of interactions, it provides digital and UX teams with easy-to-parse summaries, trends and insights that help them create better online experiences and reduce churn from broken journeys.

Heatmaps visually locate customer interaction hotspots on a screen, making it easy to see at a glance where to take action. Funnel analytics pinpoint where customers drop out of the user journey, and provide experience data and behavioral signals that help explain the ‘what’ and ‘why’ of failed conversions.

And when Qualtrics AI detects signals of frustration, intercepts are triggered to offer the customer contextualized support to help them complete their task. It can do this for every customer, across every journey simultaneously, helping you scale improvements as never before possible.

XM tools to improve the location experience at scale

Great XM means providing every customer with a bespoke experience that builds on - or corrects for - their previous interactions with you. Personalizing experiences in this way is demanding enough on digital platforms rich in connectivity, but it takes on a new dimension of complexity when the customer is physically present at your store, hotel or clinic.

Our CX insights hub Frontline Location Assist provides your frontline employees with the information they need to deliver excellence. Using the Qualtrics platform or mobile app, they have at-a-glance access to the customer relationship to date, helping them to adapt to the customer’s needs, recognize loyalty and close the loop on previous poor experiences.

Qualtrics can also raise automatic tickets and send alerts to improve customer care, based on feedback it receives directly for the customer. When you enable conversational AI, a chat-based service engages the customer at important touchpoints, and takes action according to the content and sentiment they express in their responses.