> @Cenzi said: > Jay > > How can I get the most out of my dual subscription to CX and EX? > > Want to show how my staff metrics impact my customers experience but not sure where to start. > > Adam This is a great question, Adam. I’m glad you recognize the importance of marrying EX and CX, because how we treat our employees very often directly impacts customer experience. There is a lot of theoretical analysis on this, but I thought I would give one of the more pragmatic examples I had seen. One of our customers is an automotive company who has both CX and EX. At first, these were separate programs run independently at the company. When they first got their CX program, they correlated it with sales data and found a strong correlation between CX and dealership sales. The dealers with the highest sales also had the highest CX scores. They then took this analysis further and found that the dealerships with the highest CX had the highest employee engagement s
> @mujtanibul said: > Hi Jay, > How can we measure customer journey success thru Q research core tool ? and is it possible to measure ( both X and O data) journey wise user experience ? > > How can you map product experience with revenue and a method to quality on routine basis? One example for UX research is the combination of clickstream (O-data) and Customer Effort Score (X-data). Oftentimes we will A/B test a new feature or the location of a button in our UX research. We utilize the drop off rates to understand how many people interacted with a new features followed by an in-product Effort Score study. Customer effort measures how difficult was it to complete your task, whether you accomplished your task, etc. Through this combination we can understand what is happening and why it is happening.
> @jpardicusick said: > Hi @JayC, > > Thanks for taking the time to do this with us. > > I have a question about industry XM benchmarking. We're a B2B communications/technology business and I'm struggling with finding meaningful benchmarks and standards to use for goal setting, especially as it relates to response rates and XM-specific metrics. What advice can you give about what KPIs to focus on (besides NPS) and where to find benchmarking information? > > Thanks, > > Jen NPS is great for measuring relationship strength over a long period of time, since you’re asking people to recommend a product or service to a relative or friend… aka, to the people who you trust the most, and who matter the most to you. In contrast, CSAT is typically a better measure for transactional engagements based on a single point in time. When the experience is still fresh in your mind, it’s great to have the chance to provide genuine feedback and let brands know how you fee
> @Shashi said: > Hi @JayC , > > With the regular updates in the product and new feature request coming in, how do you manage your work along with your personal life ( i.e. your work - life balance ) ? I think the most important thing you can do for yourself with regards to work-life balance is draw up some boundaries. Some projects are important enough that they are going to take up your time even when the work day has ended; that’s just life, and the results you get from putting in the extra hours can be incredibly rewarding. But it’s important to recognize when there’s nothing substantial that you can contribute anymore. Maybe the teams you need to work on a solution with went home, or it’s time to admit that the project demanding your attention just isn’t that dire. On particularly crazy days, I always make a point to shut off my phone at dinner so I can take some time to decompress with my family. It also helps that Qualtrics deeply encourages us to take at least
> @JasonHill said: > Hi @JayC, > > We at UVU have built an integration with Canvas LMS. It's working beautifully and provides grade pass back to the Canvas grade book. We accomplish this, in part, using the Scoring option. However, we currently don't have a method to grab the Total Score possible as default embedded data. Instead, we add a custom embedded data field and manually set the value to the Total Score possible. Could I entice you to add the Total Score possible as a default embedded data field? > > Also, our integration is currently built using the Qualtrics and Canvas APIs, but we are in the final stages of the LTI development. I can arrange a sneak peak of this awesome sauce for you if you have something equally cool to share with me...could be anything from something awesome coming to the Research Core platform, or some cool skill you got. Wow, that’s incredible! I’m always impressed with the integrations our power users manage to make on their own.
> @Cenzi said: > Hi Jay > > Any advice best way to share insights with non-technical users without having to train them on how to be a survey guru? > > Is there an easy way in the research core which enables you to see who is looking at the dashboards we share and create? > > Regards Hello again! For your first question, I’d say the support site and Basecamp are great places for users to stop by if they need help getting started. We have lots of resources for newbies that don’t dive too deep into the product, meaning they can get the basics without necessarily being a guru. As for your second question, that’s a great feature idea! I’m not sure if we have anything that currently fits that niche, since Research Core doesn’t cover dashboards, but we should have a feature like that if we don’t.
> @bansalpeeyush29 said: > Hi Jay, > > Qualtrics is said to be "one platform" for all kind of research. How you and your team managed to have all functionalities included within single platform? > > Regards > Peeyush Hi, Peeyush! We keep our eyes and ears wide open for the challenges our customers want solutions for, as well as innovations happening in the marketplace around us. But it’s not enough to just do the research and have an enormous flux of information to sift through; I’d say our true key to success is our organization into the pillars of experience (Brand Experience, Customer Experience, Product Experience, Employee Experience, and then the Research Core at the center). This helps us stay broad in scope, while narrowing our focus team-by-team.
> @Alexandra_OPecko said: > Hi @JayC! > > I am excited to be attending the summit again this year! I was so inspired last year that I made significant changes in my personal life and my career. Was it Dr. Lovatt? Alex Honnold? Arianna Huffington? Perhaps it was all of them combined... > > I started an online JavaScript course (to become a Qualtrics super user one day), and much to the shock of my family...I now take a beginners hip hop class. _(Yes, I did break out with some dance moves when I read what was happening on Fight Night! :D )_ > > So, I was wondering: From where do you draw your inspiration? And how has this resource influenced your life? > > All my best, > Alex I’m so glad to hear that! I loved our keynotes last year, and I’m so pumped for the incredible guests we managed to get this year. And congrats on the classes! For inspiration, I look at consumer products and consumer software. While B2B software like Qualtrics has histori
> Hi @JayC, > > Thank you for taking the time to answer our questions. I have two questions for you. > > 1) Are their any improvements in the works for Results Reporting? Our office still prefers Results Reporting over New Reporting and it would be great if Results Reporting could receive the same features that have rolled out to New Reporting. > > 2) Are there any plans to better communicate new features for the Research Core as they roll out? Currently some features are communicated through the Community, others are communicated through the Product Update page (https://www.qualtrics.com/product-updates/?solution=rc) and others I just find on my own while using the tool. For example, the new Text IQ was announced in the Community and never showed up on the Product Update page. It is my responsibility to keep my team up to date on new RC features and this has become increasingly more difficult in the last few months. > > Thanks again! Thanks for the
> @VirginiaM said: >@JayC thanks for your thoughtful answers! I thought of another question, if you don’t mind. >What made you want to work at Qualtrics and can you tell us about your journey to get where you are today? >It seems like an incredible company to work for (and if I ever work there I’ll be a member of your Taco Bell fan club)! Haha, the Taco Bell fan club here is certainly very welcoming. :) Qualtrics’ culture of innovation and positivity are really what drew me in. I love seeing a company that treats employees and customers really, really well that can also maintain a breakneck growth.
> @mattyb513 said: > Excited to see you here, Jay. Coming at you with a question for a large trade organization. > > We have thousands of member organizations that we support. Traditionally all our interactions with them have been via email or phone calls, very personalized interactions, the DC way. We would like to move to a system that allows us to better capture their experience in a measurable way so we can course correct and let them guide our decision making. Essentially, we want to do better at experience management but have no guidelines for how to get there. > > 1) How would you think about evolving from a very person/relationship-centric model to a more scalable software solution without losing the personal touch? > > 2) What kind of questions do you ask to help people feel like their responses are not just going to be aggregated into a dashboard? > > 3) Who are some companies that have successfully done this who might be open to a short
> @AnthonyR said: > Hi Jay, > > Two questions for you: > > As far as the research core goes, what upcoming additions / changes to the product excite you the most, and why? Would love to get some insight into your thought processes on how to drive the platform forward. > > As you work to move the Research Core product forward, what are the things you look for as you hire members on to the engineering side of your team? Is it people who bring fresh ideas to the table, people with tons of experience, some combination of these things, or something different entirely? > > Appreciate you taking the time to answer our questions! Hi Anthony, One of the projects most exciting to me right now is coming from our ExpertReview family of products. In the past, we’ve broken industry ground by being the first to add artificial intelligence and machine learning into a research platform. We plan to add significantly more to ExpertReview with survey quality analysi
> @jpardicusick said: > I thought of another question: > > I know many individuals who are successful in their careers have interesting hobbies or talents that while aren't directly related to business, help fortify the characteristics that lead to career success. One example is a colleague of mine who practices martial arts, which helps him build discipline that carries over to his work ethic. @JayC, do you have any hobbies or special talents that at first glance seem completely unrelated but actually do help you achieve your career goals? Haha, this is a little embarrassing, but… 1. Acting - I almost pursued a career in acting, but ultimately went down a different path. But it's incredible how useful it’s been, as I find myself constantly giving large presentations where I draw upon stage presence skills. Never intended, but always useful. 2. Taco Bell - This isn't a skill... or maybe it is, haha. But I absolutely love Taco Bell, and for some reason there's a small so
> @Shashi said: > Hi @JayC , > > I have heard from many people over the community post about the healthy and happy environment at the Qualtrics (and same I am experiencing over the community :) ) . Please share your working experience at qualtrics and what steps you take to maintain the healthy environment in your team ? I’ve done a lot of rewarding work in my life, but one of the things I love about Qualtrics is that I actually feel energized when I get up in the morning. I think everyone gets the Monday blues, but for me there’s always that additional thought of, _Well, at least I’m going to Qualtrics_. One thing I’m extremely grateful for at Qualtrics is that it’s a place where I can fit in as my authentic self. I simply can’t go through meetings without laughing or everyone poking fun at each other or just taking a break when it gets too serious. It’s not unusual on my team to spend the first 5 minutes of a meeting sharing a funny youtube video, meme, or story. I
> @KevinK said: > Hey, I'm new to Qualtrics and looking to tighten up our hiring profiles - if you were building a job req for a hire that you want to train up as a power user on Qualtrics (entry level), what would you specify in the req? Given the visibility you have on the feature plan for the next 2-3 years, what skill sets etc. should we be looking for? (e.g. is python integration coming, for example?) > > Basically, as you've worked across dozens or hundreds of clients, what does the profile (or profile set) of a successful Qualtrics power user look like? Let's assume a perfect unicorn doesn't exist, what should we focus on - business analysis, writing skills, stats, coding background, etc? Likewise, are there any red flags you would call out? Hmmm...this might not be the answer you’re looking for, but if I were hiring for this type of role, I would think about a couple things: 1. Storytelling (with data) - What matters more than great research is moving an orga
> @alejandra_rojas_voce said: > Hello @JayC > > This is a great opportunity to get to know exciting things about you and Qualtrics. What is the biggest challenge you have faced with Research Core at Qualtrics and how you and your team worked it out? > > Thank you :) One of the biggest challenges I’ve faced is staying focused on the most critical priorities that will really move the business. There are a million things that pop up every week, and everyone feels like they need urgency. Creating structural focus on the 3 year plan that will truly transform our industry: that's hard. We tackle this challenge by having a monthly scorecard of our most important initiatives, and writing our press releases a quarter in advance. At the end of this quarter, we want this press release to be true. And we work toward it every quarter.
> @Mol said: > Hi Jay! > > I'm really excited to be again at the X4 summit and learn about the roadmap and future of the Qualtrics XM platform. > > I wanted to ask you two questions and would love to hear your thoughts about it: > > 1. Do you think that NPS Benchmarks are really accurate considering that every company implements NPS in a different way and that this might affect the result you get? (i.e. when and how do you ask the question) > > 2. How do you think that A.I. would affect the future of research? How long would it take before i will be able to predict the NPS based on the information that i already have from the interaction, without needing to ask the customer? > > I hope that you are a great visionary and will help us anticipate the future!!! > > Looking forward to learn from you and share great experiences during the event! > > Carlos That’s fantastic to hear, Carlos! 1. Wow. This is a loaded question with grea
> @NiC said: > Hi @JayC, > > So the only Question i could think of which hasn't been asked by my fellow community members is > How do you guys prioritize the features that need to be added , I am sure you all would have a vision as to what features are to be added to the platform and also constant onslaught of feature requests from various stake holders. I wanted to know as to how you guys balance your plans with the feature requests or are there different teams who work on both ? > > Regards, > Nihal Chirayath Thanks for asking, Nihal! Our ideation process is a multi-faceted one, and like our products themselves, it is always growing and expanding. While we primarily drive our product development on industry needs, we also take the time to carefully read the requests we get to learn where we have gaps, and how we can improve. Often times, the market impulse drives a larger vision, while feature requests act as a practical point of view to fill in the gaps -
> @ana_velez_voce said: > Hi @JayC, > > > In the company where I work we are in a very important process of growth, facing new challenges and clients. What quality or characteristic do you think has helped you to develop in a great way in a company like Qualtrics with such a rapid growth? 1. Invest in hiring and developing great people, and never, ever lower your hiring bar. Qualtrics growth is fueled by incredible people. Getting the right people in the right jobs and investing in their own personal journey is the single most important things I do, and I am so incredibly proud of what the team can do. 2. Be kind. It's not always possible, but when it is, be known for kindness and integrity.
> @VirginiaM said: > Hi Jay! I am gearing up for my first year at the X4 Summit and I am so excited to be a speaker this year :) I have a couple of questions for you as well. > > * What do you find the most challenging and most rewarding about your job as the General Manager of Research Core? > > * Knowing what you know now, what career advice would you give to your college-aged self? (This is something I ponder a lot since I currently work at a university). > > Thanks so much! > Ginny Thank you, Ginny, we’re thrilled to have you! The most challenging and rewarding are very related. The most challenging is that there are so many different directions we can take our product roadmap. The challenge comes from doing our own research to really find customer needs and pains and what we could do as a platform to solve them. A great example of this is our upcoming ExpertReview data cleansing feature that is coming out. We would watch our users spend hour
> @GillesG said: > Hi Jay, > > What's the most impressive / inspiring questionnaire you've seen recently? Looking for inspiration here (and I bet most people reading this thread could use some for their future projects!) The most impressive I’ve seen was from a friend of mine in business school, who had spent years in research. Not necessarily for his questionnaire, but for his approach. He started by writing down the 3-5 most important strategic decisions he had to make. Then he literally created a powerpoint deck with charts filled with dummy data that he would use to answer that question. He socialized the deck and made sure the executive team agreed on the mock insights before he collected a single piece of data, incorporating feedback as necessary. Then he designed a precision research study with NO fluff questions. It was always short and clear because the output had been thoroughly designed beforehand. I learned a lot from watching how he did that, and he gained a
> @AdamBoston said: > Hi @JayC > > Myself and my colleagues are excited for X4 - this will be our first year and would love to know what to expect? Is it as good as people say? Do you have any insider tips to give? What should we make sure not to miss? If you were attending X4 for the first time what would be your key areas of interest? Maybe this is one of your hidden talents? :) Well, I don’t know anything about a hidden talent, but I do consider myself quite X-perienced with the conference. There is so much to do at X4 that it can be a little daunting at first, but I always give first time attendees a simple framework to think about: INSPIRE - Make sure you find the activities and sessions that inspire you to be a better person and better at your job. Some ideas are: * Mainstage sessions (Obama, Oprah, etc…) * Key customer breakouts you admire how they operate (e.g., Patagonia CHRO) EQUIP - Walk out with technical skills, strategic design, tips and tricks to sol
> @Sam said: > Hi Jay, > > First, I wanted to let you know that I'm excited for X4! I attended the Research Core base camp classes last year, which were great, and I'll be attending the IQ session this year. > > I also have dashboard questions, which I hope fall in your area... > 1. Have you considered not requiring the default time periods and using fiscal/company specific time frames instead? This would be helpful to us in dashboards and data & analysis. > 2. Could you add a suggestion box (of sorts) to dashboards? This would be helpful to collect feedback from employees as we launch them further in our organization. > > Thank you! > Sam Hi Sam, I’m glad you’re stoked for X4! We here at Qualtrics are working day and night to ensure your X4 experience will be even better than your last. :) I love both of your suggestions. There’s something to be said for being able to break out data easily by company standards, and while our dashboards d
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