Qualtrics unveils AI tools to boost customer experiences

Qualtrics has announced the release of new AI-powered innovations designed to assist organisations in improving customer relationships through omnichannel insights covering the entire customer journey across digital, location, and customer care.

The newly introduced capabilities are part of the XM for Customer Experience suite. These include the Location Experience Hub and Qualtrics Assist for CX, which enable businesses to aggregate both structured and unstructured feedback from every interaction channel.

This creates a comprehensive view of the customer experience, facilitating immediate access to customer feedback, competitive insights, and industry benchmarks.

In turn, organisations can take swift, targeted actions and provide frontline teams with up-to-date insights and recommendations to enhance customer experiences in real-time.

A recent Qualtrics report indicates that most executives believe AI can help overcome current technology limitations that impede the delivery of improved customer experiences.

Businesses that successfully harness these capabilities could benefit from an estimated increase in revenue, projected to total USD $860 billion, attributable to AI-enhanced customer experience improvements.

Brad Anderson, President of Product, User Experience, and Engineering at Qualtrics, stated: "Too often, AI tailored for efficiency means businesses miss out on the chance to build more personal connections with a customer. These new AI-powered capabilities in the XM for Customer Experience suite are critical to building more personalised customer relationships at scale to reduce customer churn and improve the lifetime value of each customer. It only takes a second to win or lose a customer's trust – and with Qualtrics, organisations can effortlessly understand their entire customer experience across every channel to take the right action when and where it matters most."

There is a growing trend of customers providing less direct feedback after experiences, whether good or bad, thus reducing business insights into customer expectations. In response, Qualtrics has introduced features that allow organisations to gather actionable feedback more efficiently across various channels.

This includes Qualtrics Conversational Feedback which adapts survey questions in real-time based on customer responses, encouraging more specific and actionable feedback.

More than 50 brands have adopted this feature, doubling the feedback collected and with a high percentage of respondents opting to engage in follow-up questions.

Furthermore, Qualtrics plans to launch Experience Agents to extend the capabilities of Conversational Feedback, allowing it to interact directly with customers during their survey experience and address concerns promptly.

Qualtrics Digital Experience Analytics further enhances user support by using behavioural cues such as rage-clicking and mouse thrashing to detect issues, enabling proactive support and improvement of user experiences. Additional features like Heatmaps, Funnels, and Real-Time Frustration Interception offer insights into customer engagement patterns to improve retention and conversion rates.

With Qualtrics Edge Instant Insights, businesses gain access to competitor insights, industry benchmarks, and emerging trends without conducting their own research, leveraging data from Qualtrics' proprietary research and partner contributions.

For organisations with multiple locations, the new AI capabilities simplify the process of analysing location-specific customer feedback and taking live action to enhance customer experience. The Qualtrics Location Experience Hub gives real-time overviews of customer experiences at each site, allowing teams to respond efficiently and consistently across all customer engagement channels.

Qualtrics Assist for CX provides rapid insights by analysing customer feedback from numerous sources.

It delivers suggested actions based on expert-designed methodologies and industry benchmarks, equipping customer experience leaders with informed decision-making tools.

The release of these new Qualtrics solutions aims to provide a unified, user-friendly platform for managing comprehensive omnichannel customer experiences, allowing organisations to personalise actions and improve customer interactions effectively.