Qualtrics XM Discover

Overview

Qualtrics XM Discover is a component of the Qualtrics Experience Management (XM) platform, designed to help organizations understand and act on customer and employee feedback. It focuses on gathering insights from various interaction channels to improve overall experience management.

Key Features

• Digital Experience Management — Identifies friction points in digital interactions to optimize conversion rates and self-service.
• Care Experience Management — Uncovers insights from customer interactions and provides AI-powered agent coaching to reduce service costs.
• Location Experience Management — Delivers real-time insights and recommendations to improve satisfaction and drive revenue at physical locations.
• Employee Engagement — Helps understand employee sentiment and empowers managers to improve engagement, productivity, and retention.
• Market Research Tools — Provides qualitative and quantitative tools for market research, concept testing, pricing studies, and brand tracking.
• Automated Text Analytics — Analyzes themes, sentiment, and risk from unstructured text data, considering context, intent, and impact.
• Intelligent Automation — Automates responses to high-friction issues and routes complex cases to appropriate teams.

Who It's For

Qualtrics XM Discover is designed for organizations of various sizes, including global enterprises, healthcare systems, and government entities, that seek to manage and improve customer and employee experiences. It targets roles such as customer experience leaders, marketing research directors, and heads of customer experience strategy.

Notable Strengths

The platform's strength lies in its ability to unify diverse data signals from surveys, calls, and digital interactions into a single intelligent platform. It offers automated text analytics and intelligent automation features that translate insights into actionable workflows and recommendations. Qualtrics also emphasizes its security and compliance standards, which are critical for its enterprise and government clientele.