Introducing XM Directory Omni-channel Frequency Controls

KatharineS Seattle, WA Administrator

Qualtrics CustomerXM is introducing a new way to improve the customer listening experience. Qualtrics XM Directory now includes the ability to govern feedback request frequency across digital channels and devices, in addition to traditional CX channels such as email and SMS. Omni-channel frequency control and governance are increasingly important capabilities of designing and running a strategic CX program. It helps mitigate survey fatigue and preserves the end-customer experience of collecting insightful and actionable feedback.

New Capabilities in XM Directory

  • Omni-channel and cross-device (email, sms, web intercept) contact frequency control all within the XM Directory UI.
  • Timeline and cross-channel view of customer feedback enabling brands to identify experience gaps across channels and devices.
  • Eliminates reliance on browser-based cookies for contact frequency for website feedback enabling control in scenarios such as incognito browsing and browser switching.

The new capabilities available within XM Directory continue to help you listen, understand and act on experience gaps in the omni-channel journey.

For more details on how to implement this, see the XM Directory Contact Frequency Rules for Digital Intercepts support page.