Harnessing the technological capabilities of Qualtrics and Clarabridge, the newly launched product suite dubbed XM Discover aims to help organisations create more personalised experiences and foster stronger relationships at scale.
In a survey conducted by IDC, it has been found that 85% of respondents believe that an improved employee experience (EX) and employee engagement lead to enhanced customer experience (CX), better customer satisfaction, and more room for revenue growth for their businesses. Indeed, the events of the past two years have transformed and elevated the expectations of customers and employees across a wide range of businesses today.
Understanding behaviours and preferences that are crucial to business survival have prompted organisations to implement experience strategies and technologies now more than ever. With significant progress made since its introduction, Qualtrics Experience Management (XM) Platform is leveraged by 16,750 companies globally to address experience gaps and build new, unique experiences both for their customers and employees.
Committed to helping organisations gain a competitive advantage by utilising data and feedback, Qualtrics recently unveiled a new set of products called XM Discover. According to the SAP-owned company, the solution is designed to assist clients in gathering experience data from any structured or unstructured source, analysing it using advanced artificial intelligence (AI) and machine learning (ML) techniques, and taking action to ensure enhanced customer-, employee-, brand- and product-related experiences.
Fabrice Martin, Head of Product for Qualtrics Discover, said in a statement:
“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.”
Incorporating Qualtrics and Clarabridge Technologies
XM Discover harnesses the conversational analytics and natural language processing capabilities of the American software firm Clarabridge, which was acquired by Qualtrics last year. Clarabridge’s technology, which has the ability to explore and understand essential human attributes such as effort, emotion, and intent, has been added to Qualtrics’ solution stack, which is centered on improving CX and EX. The acquisition was completed in October 2021, elevating Qualtrics to a new level of leadership in the XM industry.
Moreover, the latest product development also extends the AI and ML capabilities of the Qualtrics XM platform by analysing conversations in 23 languages and including over 150 models optimised into complex discussions and terminologies that take place across industries. XM Discover consists of the following five tools that are made to support organisations in closing experience gaps and identifying untapped growth opportunities from unstructured data given by customers and employees:
- Discover for CustomerXM
- Discover for EmployeeXM
- Discover for BrandXM
- Discover for ProductXM
- Discover for DesignXM
Additionally, XM Discover also contributes to Experience ID, a solution used to capture and learn from CX through a single, unified view of the individual preferences of people within an organisation. Based on the Qualtrics XM Operating System (XM/OS), Experience ID also brings together the technological capabilities of Clarabridge and Usermind, a leader in Experience Orchestration (XO).
“With Discover, Qualtrics is defining the next generation of experience management, where organisations can empathise more deeply with their customers and employees to design incredible products, services, and even new ways of working,” Martin maintained.
Since its release, XM Discover has already enabled more than 80 organisations in delivering better customer, employee, product, and brand experiences to their audiences.
