Qualtrics and WorkJam have partnered on an employee insights solution for frontline workers, which results in improved frontline worker engagement and customer experience (CX).
Conversational intelligence from Qualtrics combines with WorkJam’s employee communication and training modules to provide a view into employee thoughts and feelings, as well as keep leaders up-to-date on relevant trends.
Joint customers will also be able to trigger certain tasks within the WorkJam app from Qualtrics CustomerXM.
Brad Anderson, President of Product and Engineering at Qualtrics, commented on the new strategic partnership: "Organizations build trust with frontline employees and encourage life-long customers by listening and taking action on feedback in the moment, across every frontline touchpoint.
Our partnership with WorkJam will put the power of experience management in the hands of the people who have the greatest impact on the customer and employee experience, the frontline teams responsible for the human touchpoints a customer has with a company.
Providing frontline employees and customers a means of communicating their thoughts, concerns, and other feedback enables leaders to quickly resolve issues and gain insights that inform operational and workplace decisions.
According to Qualtrics, customer experiences of a company are magnified when they are interacting with frontline employees and teams.
The Qualtrics XM Institute found that customer experiences like order accuracy, speed, and friendliness correlate with employee feelings of connection and trust with one another, leaders, and their company’s values and vision.
Qualtrics AI offers managers the necessary insights to raise engagement, productivity, and efficiency for frontline workers can be used, for example, to highlight in-store issues with a product rollout or high-performing employees who should be recognised for their contributions.
Qualtrics also provides an example of a convenience store company that utilized its task-triggering functionality in the WorkJam app using Qualtrics Customer XM.