Customer Experience Management

Turn customers into fanatics

Hear every customer’s voice, fix every broken experience, and increase customer loyalty and spend. All with a system that takes the world’s best technology for listening to customer feedback everywhere and pairs it with automated workflows that drive action across the business.

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The System of Action that takes you from listening to breakthrough results

Business value realization

Take actions that make an impact

Go beyond VOC measurement and take the actions that will generate real business value. Designed to be scalable and sustainable, CustomerXM helps you drive action throughout the organization.

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Taking detractors to passive will
net $170 million more than turning
passives into promoters

Ultimate listening

Hear every
single customer

Meet your customers where they are and capture real-time feedback in the moments that matter. With 27 channels and 128 data sources all feeding into one platform, you’ll get a complete view of what customers are thinking and feeling.

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Predictive AI

Know exactly how to retain customers

Uncover trends, patterns and key drivers of customer loyalty with iQ, our predictive intelligence engine. Access prescriptive insights, instantly - so you can focus on the areas that will maximize impact.

Learn more about Qualtrics iQ

Automated Actions

Deliver recommended actions to the people in the best position
to respond

CustomerXM automatically sends recommended actions to the right teams, in the tools they use, so they can take the steps that will improve customer satisfaction, spend, and loyalty.

Drag-and-drop integrations automatically trigger actions in your CRM, ticketing systems, messaging apps and more, to create a single System of Action that puts the customer at the heart of the organization.

See XM Automated Actions

Order 9751-HU-23 arrived
with broken items.
Reship broken items ASAP.

Shipping is a negative topic.
Multiple customers mentioned broken items.
Adjust packaging process.

Enterprise Grade

One platform -
safe, secure, and trusted

Have complete peace of mind with an enterprise-grade platform that offers best-in-class security, compliance and manageability.

With robust management tools, you can control team and department access too, ensuring the right data flows to the right people.

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A trusted partner on your CX journey

Build a world-class program with our services, train your teams on the skills they’ll need to drive your program forward, and check in regularly to optimize your program once it’s live.

Advisory

  • XM Scientists
  • Customer Success
  • Tech Consultants

Implementation

  • Tech Consultants
  • Solution architects
  • Program Architects

Realization

  • Training & Certification
  • Community Support
  • Customer Success
  • Tech Acct Mgr

Customization

  • Engineering Services

Expert guidance from the fastest-growing XM ecosystem

Whether it’s one of our 120+ partners, the XM Institute or our team of industry-expert XM Scientists, our team is your team and we’re here to help you succeed. From focused help to managing your program end-to-end, we’ll tailor services to your unique needs.


The world’s best brands turn to Qualtrics to deliver breakthrough customer experiences


Guided programs turbocharge customer experience programs with pre-configured surveys, expert-validated methods,
and dashboards tailored to your industry or use case.

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Expert-designed.
Straight out of the box.

Get your CX program up and running faster with XM Solutions—expert-designed solutions featuring proven methodology, guided workflows and time-saving automation.

  • Includes all your feedback collection, dashboards and program roadmaps
  • Tested in some of the world’s most successful organizations and customized for your industry
  • Easy-to-launch relational, transactional and full-journey customer experience programs

Qualtrics CustomerXM has a 633% ROI

Qualtrics commissioned Forrester Consulting to conduct a Total Economic Impact? (TEI) study and examine the potential return on investment (ROI) enterprises may realize by deploying its customer experience (CX) platform.

Read the full report here

Ready to take your customer experience to the next level?

What is Customer Experience Management?

Customer experience (CX) is the total perception someone has of your organization. It’s the cumulation of all the various experiences customers have with your company, and can help:

  • Improve customer retention and loyalty
  • Increase customer share of wallet
  • Optimize customer acquisition
  • Reduce cost to serve
  • Increase brand awareness and equity

You can improve the customer experience by using customer experience management tools to monitor how customers feel, identify areas where you can improve, and acting on customer experience feedback to put those improvements into place. With a good customer experience strategy in place, you can hear the voice of customers at every interaction that matters and invest in new ways of working to deliver breakthrough customer experiences that deliver back to your bottom line.

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