Qualtrics, a customer experience management platform, has added new capabilities to the CoreXM experience management system. These new functions help the tool go beyond simply measuring experiences to help retailers better close experience gaps.
Additions to the platform include:
- Ultimate Listening: The advanced listening capabilities can gather feedback from more than 125 data sources, including directly through web site feedback, voice conversations or questionnaires, and indirectly through online reviews, call transcripts or across social media sites;
- Predictive AI: CoreXM now has integration between Text iQ and Stats iQ, which can allow companies to bring structured and unstructured data together, creating new ways to identify key drivers that impact business decisions; and
- Automated Actions: Upgrades added to Qualtrics XM Automated Actions can empower organizations to better manage experience breakdowns in real time through more than 40 workflow trigger actions such as raising tickets, sending alerts, creating notifications and closing the loop with a customer or employee.