Experience ID, Qualtrics’ latest customer and employee experience management software, leverages Clarabirdge’s conversational analytics expertise and Usermind’s journey orchestration capabilities.
Organisations have been constantly on the lookout for the latest technologies to help them keep pace and better understand the fast-changing employee and consumer behaviours. However, in a study conducted by Cognizant titled “Bridging the Customer Experience Gap”, despite the availability of experience management solutions in the market, only around half (54{8bf2b29f36318f0ac46ab1cc03d7035abce669a1cea16c9ed62389a818fa22fd}) of respondents said they have the technology needed to deliver great customer experiences and only a slightly higher percentage (57{8bf2b29f36318f0ac46ab1cc03d7035abce669a1cea16c9ed62389a818fa22fd}) deem themselves to have the marketing analytics required to optimise against key CX metrics.
Qualtrics, the leader and creator of the Experience Management (XM) category, recognises the need to accelerate the Experience Transformation of companies, especially, as the pandemic continues to disrupt both the customer and employee experiences. The SAP-owned company launched Experience ID, its latest experience management software that will empower organisations to personalise the delivery of experiences and drive growth opportunities.
Sharing about the latest innovation, Qualtrics CEO Zig Serafin said:
“For decades, organisations have been trying to deeply understand their customers and employees. But the universe of feedback is so vast that they need the right technology to capture it and put it into action. Experience ID delivers a powerful lens that can focus on each customer and employee, and also zoom out and reveal the big picture, enabling organisations to build deep, personal relationships with customers and employees, authentically and at scale.”
Next-Gen Customer and Employee Experience Management Software
Built on the Qualtrics XM Operating System, Experience ID merges the technology expertise of conversational analytics specialist Clarabridge and journey orchestration leader Usermind, both recently acquired by Qualtrics. The acquisition of Clarabridge was completed on the 1st of October 2021, bringing Qualtrics’ leadership as the world’s #1 experience management company to a new level.
Experience ID is a connected, intelligent system for all employee and customer profile data– including their preferences, beliefs, and feelings about their experiences with their product or brand. Aside from capturing every signal, from every channel, the Qualtrics solution also applies powerful analytics to root out bad experiences and identifies new opportunities to drive growth with the products, services, and experiences people want next. Providing companies with a true 360-degree view of their customers’ or employees’ experiences, Experience ID empowers organisations to personalise experiences at scale.
Experience ID allows organisations to:
- Capture every signal– from the things people tell directly, to signals in unstructured data like social media posts, reviews, conversations, and more
- Identify and close experiences gaps. The platform enables companies to instantly see friction points along the customer journey at both an individual and cohort level and let them take the right action to close the gaps at every stage
- Create rich segments based on people’s actual experiences that can be used across the organisation’s XM program
- Identify new opportunities for new products, services, and experiences based on powerful analytics
- Turn deep understanding into personalised actions by automatically routing customers on the right journey for them based on their needs and preferences
“Experience ID is how any business can identify new opportunities, identify emerging trends in the market, or identify new markets to sell into. In the new era of experience transformation, Experience ID is the tool that will help any business know exactly how to grow,” Brad Anderson, President of Products and Services at Qualtrics, said in his blog.
Beginning 6th of October 2021, customers can access capabilities including profiles, segmentation, digital intercepts for personalisation, automated workflows, and sentiment detection. The fully integrated Experience ID will be available in 2022.
