Qualtrics has launched Qualtrics Discover, a set of products aiming to inform customer experience management programmes with an array of new insights.
With embedded omnichannel conversational analytics capabilities, these tools listen in on customer conversations. In doing so, they get to grips with the emotion, effort, and intent behind every experience.
The suite also considers data beyond contact centre conversations, including customer social media posts and reviews, bringing all this insight onto one platform.
Discussing its benefits, Fabrice Martin, Head of Product for Qualtrics Discover, said:
Listening, understanding and taking action is the foundation of meaningful relationships. As the world has changed, organizations need to understand their customers and employees on a more personal level by having a 360-degree view of their feedback.
Having such a 360-degree view that identifies customer intent, emotion, and effort has the potential to be a powerful trifecta.
After all, by monitoring intent, CX teams understand which journeys customers take. They can then assess how emotion and effort vary throughout these journeys, highlighting significant pain points along the way.
Such an approach may bring many benefits to a customer experience management programme. After all, as Gartner reports: "Effort is the strongest driver to customer loyalty."
Meanwhile, emotion also plays a significant role within loyalty. As a CapGemini study highlights: "70% of emotionally engaged consumers spend up to two times or more on brands they are loyal to."