Qualtrics has released Cross XM, a new product line that serves up automated insights into customer, employee, and business experiences.
Harnessing the suite, users can also uncover how each experience influences one another, allowing brands to pinpoint critical customer and employee actions that will best bolster business results.
As such, the portfolio seems one for all the employee advocates who have always stressed: happy employees = happy customers. This suite gives them the tools to prove it.
Sharing more, Brad Anderson, President of Products and Engineering at Qualtrics, said:
CrossXM gives organizations the ability to predict how employee experience investments will pay off in brand value and customer outcomes, a powerful innovation that will change the way companies prioritize investments in their most important asset—their employees.
Typically, spotlighting such insights requires complex data merging or hours scouring streams of statistics, only to achieve a static view of each experience.
However, Cross XM channels employee engagement scores, customer satisfaction metrics, revenues, and many more experience KPIs into an action planning tool.
From there, Qualtrics applies analytics to lift the most significant drivers of positive customer, employee, and business outcomes.
Early adopter Lumen Technologies experienced the benefits of this approach, applying newfound insights to reduce operational costs and increase workforce engagement.
Discussing her experience with Cross XM, Beth Ard, Vice President of Customer Experience at Lumen Technologies, said: