qualtrics.com

# Qualtrics

> Experience Management Platform

## Overview

> Qualtrics is the global leader in Experience Management (XM) technology, providing an integrated platform that enables organizations to capture, understand, and act on human experience data across four core areas: Customer Experience (CX), Employee Experience (EX), Product Experience (PX), and Brand Experience (BX). The platform combines advanced survey technology, AI-powered analytics, and automated workflow capabilities to transform how organizations understand and improve human experiences.

## Core Value Proposition

> Qualtrics transforms organizations into experience-driven businesses by providing the only platform that can manage the four core experiences of business on a single, unified system. The platform serves as a "system of action" rather than just a system of record, enabling real-time insights and automated responses to experience gaps.

## Product Suites

### XM for Customer Experience
> Comprehensive customer experience management software that stops customer issues in their tracks, surfaces pain points, and drives long-term loyalty.

**Solutions:**

**Omnichannel Experience Management**
- **Purpose:** Unify and analyze customer data from all touchpoints to deliver exceptional experiences everywhere
- **Key Capabilities:**
  - Collect and unify data from surveys, calls, chats, social media, reviews, and digital interactions
  - 360-degree view of customer experience across all channels
  - AI-powered sentiment analysis and Natural Language Processing
  - Real-time monitoring and automated workflow triggers
  - Predictive modeling for churn detection and upsell opportunities
- **Industries:** Healthcare, Financial Services, Retail, Technology, Government, Education
- **Metrics:** NPS, CSAT, CES, Customer Lifetime Value, Churn Risk

**Customer Surveys**
- **Purpose:** Measure and optimize CX with AI-powered survey software across all touchpoints
- **Key Capabilities:**
  - 50+ pre-built expert-designed survey templates
  - AI-powered adaptive follow-up questions
  - Omnichannel distribution (digital, SMS, email, post-call)
  - Market-leading breadth of question types
  - Real-time analytics and role-based dashboards
- **Use Cases:** Voice of Customer programs, satisfaction measurement, journey mapping

**Website & App Feedback**
- **Purpose:** Turn real-time digital feedback into revenue by understanding customer behavior
- **Key Capabilities:**
  - Solicited, unsolicited, and behavioral feedback collection
  - AI-powered conversational feedback with adaptive questions
  - Intelligent targeting and friction detection
  - Pre-built digital feedback intercepts
  - Experience iD (xiD) for personalization
- **Outcomes:** Increased conversion rates, reduced cart abandonment, improved digital satisfaction

**Digital Experience Analytics**
- **Purpose:** Find and bridge digital experience gaps through behavioral analytics
- **Key Capabilities:**
  - Session replay and heatmaps
  - Funnel analysis and frustration detection (rage clicks, mouse thrashing)
  - Enterprise-level privacy controls and PII masking
  - Behavioral data integration with survey responses
  - Real-time analytics for conversion optimization
- **Compliance:** GDPR, CCPA, FedRAMP compliant

**Contact Center Analytics**
- **Purpose:** Transform contact center interactions into actionable insights
- **Key Capabilities:**
  - Omnichannel conversation analytics (voice, chat, email)
  - AI-powered speech and text analytics
  - Real-time issue detection and routing
  - Integration with CCaaS and on-premise systems
  - Automated quality scoring across all interactions
- **Outcomes:** Improved first contact resolution, reduced handle times, enhanced agent performance

**Quality Management & Compliance**
- **Purpose:** Guarantee consistent, quality customer service across all interactions
- **Key Capabilities:**
  - 100% automated interaction scoring in real-time
  - 150+ pre-built accuracy models
  - Intelligent quality scoring with NLP evaluation
  - Risk and compliance monitoring
  - Automated alerts for protocol violations
- **Benefits:** Reduced QA costs, improved compliance, consistent service quality

**Agent Coaching**
- **Purpose:** Build world-class customer service through AI-powered coaching
- **Key Capabilities:**
  - AI-powered personalized coaching plans
  - Automated call summaries and dispositioning
  - Real-time performance tracking
  - Manager assist tools and recommendations
  - Recognition and reward systems
- **Outcomes:** Improved agent engagement, reduced training time, better customer outcomes

**Location Experience Hub**
- **Purpose:** Optimize in-person experiences across all physical locations
- **Key Capabilities:**
  - Location-specific feedback and analytics
  - Real-time insights for frontline managers
  - Integration with online reputation management
  - AI-powered text analytics for location reviews
  - Service recovery and issue resolution tools
- **Use Cases:** Retail stores, restaurants, hotels, bank branches, healthcare facilities

**Online Reputation Management**
- **Purpose:** Monitor and manage brand reputation across digital channels
- **Key Capabilities:**
  - Multi-platform review monitoring and response
  - AI-generated personalized responses
  - Competitive review analysis
  - Sentiment tracking and trend identification
  - Review amplification tools
- **Channels:** Google, TripAdvisor, Yelp, social media platforms

### XM for Employee Experience
> Advanced employee experience software to build engaged teams, increase retention, and make informed people decisions powered by Qualtrics AI.

**Solutions:**

**Employee Engagement**
- **Purpose:** Transform employee engagement with holistic measurement and action
- **Key Capabilities:**
  - Science-backed measurement of 5 critical KPIs (Engagement, Inclusion, Intent to Stay, Expectations, Well-Being)
  - 300+ benchmarkable survey items with global/industry comparisons
  - Manager Assist with AI-powered insights
  - Role-specific dashboards and recommendations
  - Confidential comment summaries with Gen-AI
- **Outcomes:** 23% higher profitability, 87% lower attrition for engaged employees

**Employee Pulse**
- **Purpose:** Gather fast, actionable insights into employee sentiment without survey fatigue
- **Key Capabilities:**
  - Automated distribution on customizable schedules
  - 290+ certified questions library
  - Random and rotating question methodology
  - Real-time trend tracking
  - Role-based analytics and dashboards
- **Frequency Options:** Weekly, bi-weekly, monthly automated invitations

**Employee Research**
- **Purpose:** Conduct ad-hoc research on specific organizational topics
- **Key Capabilities:**
  - Pre-built templates for DEI, CSR, ethics, well-being, safety
  - Advanced anonymity protection
  - Multi-channel feedback collection
  - Topic-specific analysis libraries
  - Enterprise security and scalability
- **Use Cases:** M&A integration, policy changes, culture assessments, learning needs

**Candidate Experience**
- **Purpose:** Transform hiring funnel into a magnet for top talent
- **Key Capabilities:**
  - Stage-by-stage conversion tracking
  - Automated comment analysis for trending issues
  - Real-time alerts for at-risk candidates
  - ATS/HRIS integration
  - Industry benchmarking (150,000+ responses)
- **Metrics:** Application completion rates, offer acceptance, candidate NPS

**Employee Onboarding & Exit**
- **Purpose:** Optimize critical employee lifecycle moments
- **Key Capabilities:**
  - Automated lifecycle survey triggers
  - Journey analytics across onboarding stages
  - Exit pattern analysis and prediction
  - Real-time intervention capabilities
  - Cross-program impact analysis
- **Outcomes:** Reduced early turnover, improved time-to-productivity, retention insights

**Employee Retention Analytics**
- **Purpose:** Connect attrition trends with employee experience to prevent turnover
- **Key Capabilities:**
  - Attrition driver identification
  - Flight risk modeling and simulation
  - Stayer vs. leaver analysis
  - Quick-quit prevention insights
  - Cost impact calculations
- **Analytics:** Predictive models, segment analysis, retention ROI calculations

**360 Development Feedback**
- **Purpose:** Scale employee development through multi-rater feedback
- **Key Capabilities:**
  - Automated nomination and evaluation workflows
  - Expert-created competency frameworks
  - Self-service participant portal
  - Longitudinal development tracking
  - Learning resource integration
- **Frameworks:** Senior leaders, people managers, individual contributors

**Continuous Employee Listening**
- **Purpose:** Understand workforce sentiment in real-time across all channels
- **Key Capabilities:**
  - Multi-channel feedback integration (surveys, chat, tickets, reviews)
  - AI-powered theme and sentiment analysis
  - 150+ topic-specific analysis models
  - External source monitoring (Glassdoor, social media)
  - Automated issue prioritization
- **Sources:** HR tickets, IT support, messaging apps, career sites, forums

### XM for Strategy & Research
> Enterprise research platform for conducting rigorous market research, strategic insights, and innovation.

**Solutions:**

**Strategic Market Research**
- **Purpose:** Detect market trends and make informed strategic decisions
- **Key Capabilities:**
  - Quantitative and qualitative research tools
  - AI-powered analytics with NLP
  - Advanced methodologies (Conjoint, MaxDiff)
  - Global panel access (60+ partners)
  - Research Hub for insights management
- **Methods:** Surveys, interviews, concept testing, segmentation, competitive analysis

**Product Research**
- **Purpose:** Support entire product lifecycle from concept to optimization
- **Key Capabilities:**
  - Concept and prototype testing
  - Post-launch feedback collection
  - Pricing and packaging optimization
  - Feature prioritization analysis
  - Market trend monitoring
- **Stages:** Pre-launch validation, in-market testing, continuous improvement

**User Experience Research**
- **Purpose:** Design products people love through user-centered research
- **Key Capabilities:**
  - Moderated and unmoderated usability testing
  - Video feedback with AI summarization
  - Card sorting and tree testing
  - Accessibility testing
  - Participant recruitment and management
- **Methods:** Task analysis, journey mapping, prototype validation, A/B testing

**Brand and Communication Research**
- **Purpose:** Build iconic brands through comprehensive brand health monitoring
- **Key Capabilities:**
  - Real-time brand tracking
  - Campaign effectiveness measurement
  - Competitive benchmarking
  - Social listening integration
  - Crisis monitoring and response
- **Metrics:** Brand awareness, consideration, preference, loyalty, NPS

## Technology Infrastructure

### AI & Machine Learning
- **Investment:** $500M dedicated to AI development (2024-2028)
- **Scale:** Processes 2 billion conversations and 1.6 billion feedback pieces annually
- **Capabilities:**
  - Natural Language Processing for unstructured data
  - Predictive analytics and modeling
  - Automated insight generation
  - Intelligent routing and personalization
  - Generative AI for response creation

### Platform Architecture
- **Experience iD:** 11 billion real-time profiles updated continuously
- **xFlow Workflows:** 2 billion automated workflows executed annually
- **Integrations:** 100+ native enterprise system integrations
- **APIs:** RESTful APIs, webhooks, SDKs, GraphQL support

### Security & Compliance
- **Certifications:** SOC 2, ISO 27001, GDPR, HIPAA, FedRAMP High
- **Deployment:** Cloud SaaS, private cloud, hybrid, on-premises options
- **Data Protection:** Enterprise-grade encryption, PII masking, role-based access

## Key Differentiators

### Unified Experience Management
> Single platform managing all four core experiences (Customer, Employee, Product, Brand) with cross-experience analytics and unified action capabilities.

### AI-Powered Intelligence
> Industry's largest experience dataset powering automated insights, predictive analytics, and intelligent workflows without manual intervention.

### System of Action
> Real-time response capabilities with automated workflows, intelligent routing, and integrated ticketing for immediate experience gap resolution.

### Enterprise Scale
> Handles global complexity with multi-language support (70+ languages), hierarchical structures, and performance at scale while maintaining security compliance.

### Industry Expertise
> Deep vertical solutions with industry-specific benchmarks, compliance frameworks, and use case optimization through Fortune 500 partnerships.

## Implementation & Support

### Professional Services
- Strategic consulting and program design
- Technical implementation and integration
- Custom development and configuration
- Training and certification programs
- Managed services options

### Customer Success
- Dedicated success managers
- Best practice guidance
- Quarterly business reviews
- User community and resources
- 24/7 technical support

## Market Position

### Customer Base
- 18,000+ enterprise customers globally and growing
- 100+ countries with active deployments
- 75% of Fortune 100 companies
- Leading brands across all industries

### Competitive Advantages
- Most comprehensive XM platform
- Deepest AI/ML capabilities
- Fastest time-to-insight
- Highest customer satisfaction scores
- Strongest partner ecosystem

### Industry Recognition
- Leader in Gartner Magic Quadrant for Voice of Customer
- Leader in Forrester Wave for Customer Feedback Management
- Leader in Forrester Wave for Employee Experience Management
- Top 10 GRIT Report for Business & Innovation