Qualtrics Debuts Suite to Gather / Analyze Experience Data

Experience management platform Qualtrics has launched a suite called XM Discover, to gather experience data from any structured and unstructured sources, analyze it with AI and machine learning, and take action to deliver better customer, employee, brand and product experiences.

SAP-majority owned Qualtrics provides solutions for clients to continually assess and improve the four 'core experiences': CustomerXM, EmployeeXM; ProductXM, and BrandXM. Its new XM Discover set of products has been developed to help organizations listen to data from support conversations, chat, social media posts and reviews, to understand the emotion and effort behind every customer and employee experience.

Specifically, based on customer and employee interactions, organizations can use the 'Discover AI' tool's capabilities to discern emotional intensity across more than 50 emotions relating to how a customer or employee felt during an interaction. Using 'Intent', organizations can identify what the customer or employee was trying to accomplish; and 'Effort' has been developed to help understand how much difficulty a customer or employee encountered at any stage of their journey. Finally, a tool called 'Empathy' detects the presence or absence of empathy in a conversation.

Fabrice Martin (pictured), previously Chief Product Officer at Clarabridge, and now with the same title at Qualtrics Discover, comments: 'As the world has changed, organizations need to understand their customers and employees on a more personal level by having a 360-degree view of their feedback. With Discover, Qualtrics is defining the next generation of experience management, where organizations can empathize more deeply with their customers and employees to design incredible products, services and even new ways of working.'

Web site: www.qualtrics.com .