At its X4 event In Sydney last week, Qualtrics revealed its vision and roadmap for the future development of its products. That vision firmly embraces AI and the capabilities it can provide to improve customer and employee experiences. Attended by 2,000 delegates, the Qualtrics X4 event was held at the International Convention Centre (ICC) Darling Harbour.
Zig Serafin, Qualtrics CEO explained in the opening keynote how Qualtrics XM solutions have evolved and the impact of AI on customer and employee experience, “We see a world where the shift to AI-driven software will be as profound as the shift from analog to digital. Because it will completely change the human-machine interaction. At X4 we’re going to look at some game-changing innovations that are transforming XM into an adaptive, dynamic and self-tuning system of action that will revolutionise the way customers and employees interact with businesses”.
“With AI we’re removing the mundane everyday tasks involved in searching dashboards, action planning and in-depth data analysis to give you more time to create, to make more informed decisions, and move faster-than-ever to carry out mission-critical work. We’re seeing this in the bottom line business results of experience focused brands: increased speed-to-market, cost savings – sometimes in the billions, and in turn unlocking significant value for shareholders”.
Qualtrics AI for Experience Management
At X4, Qualtrics announced a series of new features leveraging Artificial Intelligence (AI) to enhance its Experience Management (XM) platform. These features aim to improve user experience and empower organisations to gain deeper insights from customer and employee feedback. Brad Anderson, President – Product, UX & Engineering, explained Qualtrics’ AI roadmap and added capabilities to their solution:
- Qualtrics Assist: This AI-powered tool allows users to access and analyse feedback data through natural language queries. It provides summaries, recommendations, and suggested responses, simplifying the process of extracting actionable insights.
- Conversational Feedback: This feature utilises AI to analyse survey responses and generate personalised follow-up questions in real-time. By prompting for clarification, it aims to improve the quality and depth of feedback received.
- Intelligent Summaries: This functionality automatically generates concise summaries of customer, employee, and market research data. By highlighting key points and offering actionable recommendations, it streamlines data analysis for users.
- Automated Workflows: Powered by Qualtrics AI and xFlow, this feature enables automated actions based on XM data. This allows organizations to streamline workflows and implement feedback-driven improvements more efficiently.
The introduction of these AI features suggests Qualtrics’ commitment to simplifying data analysis and facilitating data-driven decision-making. Anderson comments, “We believe our AI is the most specialised to help an organisation understand the actual experience of their customers and employees and provide the recommendations that drive improvements as well as revenue and profit”.
“To give you an idea of just how unique this data set is, our cloud has more than 10 billion interactions that customers have sent through our platform. Most of those interactions are phone calls. We also have just under 8 billion survey responses. We’ve taken that unique data and trained our own AI that is far more specialised and accurate. Our AI is that it has been trained and optimised on experience management data”.
“We have also built fit-for-purpose experiences for each of the key teams that need to be using it. Fit-for-purpose experience for the call centre, for the digital team, so that’s what we think is unique and differentiated about our AI.”
Qualtrics AI is available across Qualtrics’ suite of products:
- XM for Customer Experience
- XM for Employee Experience
- XM for Strategy + Research
Early adoption
According to Anderson, customer adoption of Qualtrics AI is accelerating in three key areas. “The first is conversational feedback. Businesses are constantly conducting surveys, but they crave richer data. This makes conversational AI, which offers a more engaging and insightful way to gather feedback, a prime candidate for rapid adoption”.
“The second one is what we’ve built called Insights Explorer. What Insights Explorer allows us to do is take these incredibly rich dashboards our customers have built and take that data and turn it into natural language that any individual or any leader can understand. What this allows customers to do is quickly share data and insights without having to manipulate data to create reports”.
“The third area we’re seeing really quick adoption is how we help managers to improve the experience of their employees. Manager Assist allows managers to quickly see the status and well-being of their team. Manager Assist uses data on engagement, inclusion, expectations, intent-to-stay, and well-being to create personalised insights for each team member. These insights are compared to past performance and industry benchmarks, along with targeted improvement suggestions”.
