Qualtrics AI Powered Innovations Deliver Omnichannel Insights Organizations Need to Win in the Next Era of Agentic AI
AI-powered innovations are revolutionizing the way businesses analyze customer feedback to enhance experiences and drive loyalty. These advancements allow companies to quickly identify trends and take targeted actions to improve customer satisfaction and retention. By leveraging AI technology, businesses can gain valuable insights from customer feedback across various channels and locations. This approach facilitates a more personalized and effective customer engagement strategy. Companies that embrace AI-powered solutions are better positioned to drive growth and increase customer lifetime value.
New AI-powered innovations make it quick and simple to analyze customer feedback across all channels, specific locations, and take targeted action to improve experiences, reduce churn, and improve lifetime value.
Qualtrics X4, SALT LAKE CITY, March 19, 2025 /PRNewswire/ --
New innovations available now from Qualtrics, the leader and creator of the experience management category, allow organizations to improve customer relationships proactively using omnichannel insights from every part of the customer journey – across digital, location, and customer care. The new capabilities in the XM for Customer ExperienceTM suite - including Location Experience Hub and Qualtrics® Assist for CX - allow businesses to bring together structured and unstructured feedback across every channel to create a complete view of their customer experience; get instant access to customer feedback, competitor insights, and industry benchmarks to take quick, targeted action; and equip frontline teams with real-time insights, support, and recommendations to improve experiences in the moment.
A new report from Qualtrics reveals the majority of executives believe AI will help them overcome the technology limitations preventing them from delivering improved experiences. Businesses that are successful stand to gain a share of $860 billion in increased revenue forecast to come from using AI to improve the experiences they deliver to customers. These new capabilities give organizations the omnichannel insights they need to win in the era of agentic AI.
Brad Anderson, President of Product, User Experience, and Engineering, Qualtrics, said:
"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 personalized 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, organizations can effortlessly understand their entire customer experience across every channel to take the right action when and where it matters most."
Qualtrics makes sure every customer voice is heard
Customers are increasingly sharing less direct feedback following good and bad experiences, leaving businesses with less insight into how to meet customer expectations. In response, new capabilities from Qualtrics allow organizations to effortlessly gather more actionable feedback across channels, and instantly access competitor insights and industry benchmarks:
Qualtrics Conversational Feedback uses Qualtrics AI to adapt survey questions in real-time based on the responses being given, resulting in more actionable feedback. More than 50 brands are already using Conversational Feedback and are doubling the feedback collected, with 90% of survey respondents opting to answer follow-up questions when prompted.
Qualtrics Digital Experience Analytics uses behavioral clues like rage-clicking and mouse thrashing to spot issues, so teams can provide immediate, targeted customer support and proactively improve the user experience. New capabilities include Heatmaps, Funnels, and Real-Time Frustration Interception to help organizations improve customer retention and conversion rates.
Qualtrics EdgeTM Instant Insights gives organizations instant access to a range of competitor insights, industry benchmarks, and emerging consumer trends and behaviors without having to undertake their research.
Qualtrics provides a single, easy-to-use platform for managing the entire omnichannel customer experience
Organizations with many locations often struggle to pinpoint the best actions they can take in individual stores to improve customer experience. With new AI-capabilities in XM for Customer Experience, Qualtrics is making it simple and quick for organizations to analyze all customer feedback specific to their location and take targeted action to improve customer experience in the moment:
Qualtrics Location Experience Hub is a new solution that gives frontline teams a real-time overview of the customer experience at their location. Qualtrics Assist for CX uses AI to give CX leaders and teams rapid insights based on structured and unstructured customer feedback from multiple channels.
Qualtrics Insights Explorer uses AI to analyze all structured and unstructured customer feedback and quickly surface issues and touchpoints impacting the customer experience.
Availability:
Qualtrics Assist for CX is available in private preview. Qualtrics Conversational Feedback is generally available today. Qualtrics Location Experience Hub is generally available today. Qualtrics Heatmap, Funnel Analytics, and Real-Time Frustration Interception capabilities in Digital Experience Analytics are generally available today.
About Qualtrics: Qualtrics is trusted by thousands of the world's best organizations to power exceptional customer and employee experiences that build deep human connections, increase customer loyalty, boost employee engagement, and drive business success. Contact: Tyler Petersen, Qualtrics [email protected] SOURCE Qualtrics, LLC