Since the onset of COVID-19, many businesses have faced the challenge of responding to sudden shifts in customer expectations. As the global pandemic prompted a greater focus on enhancing employee experience and engagement, delivering a great experience for customers has also increasingly become a top priority for companies.

Qualtrics, the leader in Customer Experience (CX) and creator of the Experience Management (XM) category, is well-equipped to provide the digital tools and insights that organisations can leverage to nurture customer relationships, generate new business from existing customers, and secure customer loyalty.

The following solutions added to Qualtrics’ platform have been tailored to help companies understand the experiences of their Business-to-Business (B2B) and Business-to-Consumer (B2C) customers with their brands across different milestones:

• Relational CX
• Account-Based Relationship Diagnostic
• Digital Support Optimisation 

The new solutions are easy to set up, enabling companies to quickly act on that experience data and accelerate their time to value.

Commenting on the launch, Jay Choi, Chief Product Officer at Qualtrics, shared that companies will need to embrace an experience-first approach to customer relationships, taking into consideration the customer preferences and expectations that have drastically changed in the past year. He added:

“The most successful companies adapt and thrive even during disruptive times by understanding the ‘how’ and ‘why’ behind customer behaviors and using that data to proactively design and deliver the best experiences for their customers.”

Increasing Customer Loyalty with Qualtrics Customer Experience Solutions

To help companies improve customer loyalty, reduce staff attrition, and deliver more personalised experiences, Relational CX gives them a consistent, up-to-date view of the status of their customer relationships at key milestones. This solution allows organisations to see the impacts of overall customer health on business metrics so they can immediately adjust their strategies. Additionally, Relational CX surfaces recommendations to the right departments, such as customer care or sales, as it sends feedback automatically to them.

Additionally, the Account-Based Relationship Diagnostic approach will enable B2B sales and customer success teams to gain actionable insights across the entire customer journey while also measuring relationship risks. By combining experience data from every contact within a customer’s organisation, this solution empowers businesses to have a holistic view of their B2B customer relationships to help them drive more revenue and establish deeper connections.

Lastly, Qualtrics offers Digital Support Optimisation to help companies deliver smooth-running customer care through any digital channel. With this, care teams can use feedback to uncover gaps in their digital support experiences that may lead to increased use of costlier support channels and unsatisfied customers. This solution also enables frontline employees, such as call center agents, to deliver feedback internally on interactions that could be supported via digital channels in the future. As a result, the right internal teams will be notified to improve the experience for both customers and frontline workers.

Qualtrics Announces Strategic Partnership with ServiceNow

Moreover, Qualtrics and ServiceNow have announced new joint products that will enable companies to deliver sentiment data from Qualtrics into ServiceNow Customer and IT workflows. This will result in increased employee productivity and enhanced customer loyalty by allowing organisations to immediately act on customer insights with digital workflows. The following solutions are expected to uncover key drivers of service satisfaction, empowering organisations with the right tools to visualise performance and easily act on those insights: 

• By integrating Qualtrics EmployeeXM for IT with ServiceNow IT Service Management in a single platform, Experience Management for IT will enable organisations to connect their service delivery and business-critical operational data with employee feedback on a company’s internal IT services.
• On the other hand, Experience-led Customer Service will combine Qualtrics CustomerXM with ServiceNow Customer Service Management. The integrated product empowers managers and service agents with the tools they need to automatically trigger workflows based on feedback. This will result in increased content effectiveness, improved cost-to-serve, and customer satisfaction.

Through a phased joint product and go-to-market strategy, the new solutions will be available to joint customers. In a statement, Qualtrics CEO Zig Serafin said:

“Our partnership with ServiceNow is the best of both worlds for our customers, who’ll be able to use data and insights to drive real-time action and deliver incredible experiences for the new way of work.”

The post Qualtrics Customer Experience Solutions to Enhance Customer Loyalty appeared first on InsideSAP Asia.

After former SAP CEO, Bill McDermott joined ServiceNow and was replaced by new leaders; the American company welcomes another SAP veteran with the coming of Marion Ryan, the former Vice President of the Head of Channels for SAP Asia Pacific and Japan (APJ).

Ryan has more than two and a half decades of experience in IT and Telecommunications and has serviced Asia, Europe, and North America with a focus on Enterprise business and Partners.

Out of more than a decade of her experience at SAP, eight years were spent in Singapore. She had successfully rolled out new partner commercial models and new partner segmentation to efficiently help SAP customers move into the cloud and hybrid solutions.

Marion Ryan is now the Vice President for Alliances & Channel Ecosystem at ServiceNow. She will be responsible for overseeing the growth and development of APJ partner ecosystem for the company. Ryan’s regional appointment followed the news released around May 2019 regarding ServiceNow’s global partner ecosystem transformation strategy.

Regarding her new role, she said:

“I am delighted to be joining ServiceNow in my new role and look forward to working closely with our APJ partners to accelerate the digital transformation journey of our clients with associated business outcomes. This presents a significant opportunity for our partners to accelerate growth via the development of ServiceNow enabled regional workflow practices and partner IP enabled managed services.”

She added:

“Our continued growth relies on delivering business value to our customers by offering solutions that meet the specific needs of each local market. To do this, we rely on partners with deep industry expertise and knowledge of ServiceNow-enabled solutions along with go-to-market maturity. I look forward to further enabling and driving the accelerated growth of our regional partner ecosystem.”

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