There was also a question from @jpardicusick that seems to have been removed somehow, but that I'd like to address. The question was about how to get started with a Customer Experience program. One of the first things I'd advise is to understand your customer via customer research so that you can identify personas, and really understand their needs in detail. After that, a key step is to identify the customer journeys and touch points via customer journey mapping, and brainstorming avenues to optimize and improve some of the critical journey and touchpoint areas. Finally, with those inputs, you can proceed to design your CX strategy for experience measurement and address key gaps across the key customer journeys. There is a more detailed discussion of the above here. We also have a number of CX focused articles here that I've found insightful.
> @KatharineS said: > Here's a question from our social media users: What were some of your earliest projects at Qualtrics, and how have they shaped your current work? Great question! When I first joined Qualtrics about 18 months ago, my focus was on the website intercepts product (Site Intercept). Here, I really was able to go deep on helping customers drive improvements to their users' digital journeys by leveraging targeted intercept capabilities. I also was exposed to the downstream capabilities of the Experience Management (XM) Platform such as dashboards, closed loop ticketing, iQ capabilities such as Text iQ and Stats IQ and integrations. What really struck me was how the full power of the XM platform can be brought to bear to solve customer problems across different use cases, touch points and industry verticals. Given Qualtrics' recent rocket-ship like growth, it was only natural that my role expanded to take on additional responsibilities ranging from our Mobile App
> @Priyanka_jain said: > Hi Sachin, > > We have seen EX is directly proportional to the CX. But still the organizations focuses more on CX. How Qualtrics helping organizations to focus on EX to acheive better CX. Thanks @Priyanka_jain. Great question! As you correctly mentioned, highly engaged and satisfied employees have been proven to have a quantifiable positive impact on a company's customer experience. Qualtrics has full-featured solutions in both the Customer Experience as well as the Employee Experience space. In EX we're helping many of the top organizations in the World to enable a highly engaged workforce through our solutions in the areas of Employee Engagement, Pulse and 360. Additionally, we also introduced our new Employee Lifecycle solution to measure the employee experience at critical touch points such as onboarding and exit. Once an organization has both EX and CX measurements in place, they are then able to bring that data together to meaningfully de
> @KristyP said: > Hi @SachinG ! > > For Website / App Feedback creatives - are there any future improvements for the creation of creatives such as more flexibility with styling, ability to undo changes, etc? > > Thanks! > > Kristy Thanks for your question @KristyP. We are definitely planning on improvements to the Website / App Feedback creatives. In the coming months, you will see new creatives that are mobile responsive and accessibility compliant out of the box. Additionally, we are also planning an effort in the near future to drive significant improvements in the workflows related to intercepts and creatives to simplify steps and provide more flexibility. At any time, you can visit this page that has our latest public-facing roadmap and recent releases. Hope this helps!
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