Qualtrics unveils AI tools to boost large-scale customer experiences

Qualtrics has recently launched new AI-powered tools to enhance Customer Experience (CX). These solutions will impact the in-store, online, and call centre experiences of numerous companies, including global firms such as Hilton and Motorola Solutions.

Qualtrics' data reveals that companies could face an estimated $3.7 trillion risk this year due to poor customer interactions. The newly developed solutions use Qualtrics AI to facilitate an empathetic, human-focused experience by aiding organisations in understanding customers' sentiments, satisfaction, effort, expectations, and preferences. This can fuel customer loyalty, enhance revenue growth, and decrease operating costs.

A combined study by Qualtrics and ServiceNow advocates the relevance of strong customer experience, stating that 80% of customers have shifted brands owing to poor CX, while 43% would consider shifting brands after a single negative customer service interaction. Given that the percentage of consumers providing feedback after a terrible experience declined by 7.2 percentage points since 2021, Qualtric's vision is to aid organisations in appreciating every stage of the customer journey.

Brad Anderson, President of Product, UX and Engineering at Qualtrics, views the new AI capabilities as a pivotal move in improving customer experience. "Qualtrics is making it easier than ever for customer experience teams to rapidly and meaningfully deliver the superior, personal, and human experiences their customers are looking for," he said.

The impact of consumers' online evaluations on business is significant, with over two-thirds of consumers inspecting reviews before purchasing from an unfamiliar brand. Qualtrics offers Frontline Locations Assist, an intuitive app that analyses every customer feedback to assist frontline managers. Moreover, the software enables frontline teams to resolve issues quickly by generating personalised responses with their new AI-powered review and ticket response suggestions.

A specific instance of the AI-advancements is Hilton, implementing Qualtrics AI-enabled tools to collect and synthesise customer feedback for over 7,600 global properties. The guest insights continue to shape the commercial strategy and recorded strong financial results in 2023 serving hundreds of millions of guests.

Digital experiences are vital in attracting and retaining customers; however, a Qualtrics study found that businesses often fail to deliver a personalised digital experience. To aid this, Qualtrics' Digital Experience Analytics, enriched by their AI, delivers Digital Assist, a purpose-built digital insights hub focusing on improving digital experiences.

Anderson further explained the significance of Qualtrics' advancements, stating, "With these new purpose-built AI capabilities, Qualtrics is at the forefront of an exciting new age of experience management, giving organisations, including Hilton and Motorola Solutions, the power to improve every experience in the moment, across every channel that matters."

Motorola Solutions, a global leader in safety and security technologies, used Qualtrics XM for the Customer Experience suite in enhancing its global digital experiences and optimising its web and eCommerce experiences, which led to stronger web traffic, higher conversion rates, and overall customer satisfaction. Qualtrics' new Customer Care Assist enables agents to humanise their interactions with AI, thereby enhancing customer service whilst saving time and resources.