Experience management platform Qualtrics has launched a solution called Video Feedback, to help organizations capture qualitative video feedback from their customers, analyze both words and emotions, and use that data to make business decisions.
SAP-majority owned Qualtrics provides solutions for clients to continually assess and improve the four 'core experiences': Customer, Employee; Product, and Brand. Last week, the company launched a system of XM Benchmarks, to help organizations compare their customer satisfaction, patient perceptions and employee engagement levels against industry peers and competitors.
The new Video Feedback solution taps into Qualtrics' machine learning to analyze sentiment and emotions from the comments consumers leave on video, as well as non-verbal signals such as body language and tone of voice. Video Feedback automatically translates and transcribes audio, and text analytics built directly into the product enable researchers to surface themes from video responses, analyze them to highlight the most important responses, and set up automated alerts to prompt action. Additionally, through editing capabilities, researchers can edit videos and build highlight reels to tell data-driven stories.
Michel Feaster (pictured), Chief Product Officer of Research, comments: 'Now more than ever, companies need to make decisions with empathy, speed and scale. With Video Feedback, Qualtrics is defining the next era of research and empowering organizations to understand what really matters to the next generation of consumers and design the products, services and experiences they want now and next.'
Web site: www.qualtrics.com .
All articles 2006-22 written and edited by Mel Crowther and/or Nick Thomas unless otherwise stated.