In the modern customer service realm, it’s an established norm that a great employee experience (EX) leads to an excellent customer experience (CX). Together, a cohesive EX + CX strategy can supercharge organizational growth, unlocking unmatched growth at all levels. Despite having a clear mandate for building a differentiated customer experience for business growth, 70 percent of CX leaders fail to achieve desired results and drive loyalty, according to Gartner.

Multi-experience management teams can capitalize on Artificial Intelligence (AI) capabilities to address EX + CX challenges. AI-powered experience management platforms are the key to driving a strong cultural shift in organizations focusing on CX and EX. Qualtrics, a leader in the Cloud-based experience management software category, announced three new AI-powered capabilities to meet the current and future demands of the culture shift of CX + EX at the workplace. Organizations can use Qualtrics AI capabilities to create, deliver, analyze, and improve multi-experience while dealing with customers, employees, managers, and remote associates. The CX + EX component of Qualtrics AI would be supported by a third solution – software for advanced quantitative and qualitative research for product experiences.

Five Things You Should Do to Ace your Customer Service Strategy with Artificial Intelligence

Let’s dive into the three newly launched Qualtrics AI suites for customer experience, employee experience, and research strategy.

New Qualtrics AI Suites to Scale Organization’s Multi-Experience Capabilities

According to research conducted by Qualtrics XM Institute, companies with above-average customer AND employee engagement report substantially higher financial performance and employee retention compared to companies that excel at only one dimension. Leaving out EX from CX strategies can severely impact the overall reputation and effectiveness of customer-centric departments.

To bring together CX and EX, Qualtrics released three new, innovative AI-powered suites. These are:

XM® for Customer Experience

Qualtrics AI released Customer Frontlines to redefine the scope of CX across physical and digital touchpoints. With XM for Customer Experience, organizations can modernize their existing cloud-based contact centers to deliver AI-enriched experiences. The CX software addresses the frictions in the journeys by guiding frontline managers with a combination of granular-level experience data and behavioral analytics. Qualtrics AI software for CX management can transform a self-service contact center into a “couldn’t-ask-for-a-better-service” delivery department.

There are three layers of Customer Frontlines software for contact center customers. These are:

• Frontline Digital
• Frontline Care
• Frontline Locations

Benefits of using Qualtrics AI’s Frontline Suite for CX management

– Continuous improvement of customer experiences to lift conversion rates and boost customer lifetime value (CLTV)

– Track every customer action for omnichannel reputation and review management

– Customer journey optimization to increase customer satisfaction scores (CSAT) by bypassing friction points

– Fixing broken digital journeys using AI-powered sentiment analytics across multi-channel and cross-channel digital conversations

– Deliver personalized and hyper-targeted recommendations to customers to reduce churn and enhance loyalty

– Reduce cost-to-acquire and cost-to-serve, by introducing AI-powered automation for Quality Management and Agent Productivity

– Assist agents with employee and customer data to improve engagement and retention

Top Insights: AiThority Interview with Kelly Eliyahu, Senior Director of Product Marketing at Salesforce

XM for Employee Experience

Qualtrics AI software for EX is designed for high-performing teams to improve agent productivity and effectiveness.

There are three layers of XM for People Teams software for HR teams and managers. These are:

• People Engage
• People Lifecycle
• People Analytics

Benefits of using Qualtrics AI’s XM for People Teams

– Optimize HR resources allocated to measure employee engagement

– Collect, analyze, and report feedback, crowdsource solutions, and act on managerial instructions

– Build a high-value talent brand with accelerated hiring rates and reduced attrition

– Fixing broken candidate experiences with AI-powered analytics for 360-degree employee development

– Provide employee listening data in the employee journey lifecycle

XM for Strategy + Research

This is a new Qualtrics AI software for advanced quantitative and qualitative research to design personalized products based on customer preferences.

There are three layers of XM for Strategy + Research. These are:

• Strategic Research
• Strategic UX
• Strategic Brand

– Use AI-powered search to extract high-value research insights for different business teams

– Leverage purpose-built tools to test prototypes, pricing, and effectiveness to meet customer needs and preferences

– Launch concept tests with pre-configured surveys and reports to launch breakthrough products with an improved design and usability

– Deliver humanized data insights through video feedback

– AI-powered conversational brand insights to track brand health and reputation

More from Qualtrics: AiThority Interview with Brad Anderson, President of Product and Engineering at Qualtrics

Qualtrics AI: How it Solves Business Challenges for Customers

Qualtrics AI’s new CX + EX suites and their underlying products and solutions provide several major benefits to customers:

AI-powered assistance

Qualtrics AI is exclusively available in Qualtrics’ new packaging & pricing plans. That means each suite is embedded with innovative Qualtrics AI tools that help companies automate advanced insights and provide real-time recommended actions.

Predictive planning with simplified pricing

Qualtrics’ new, simple interaction-based pricing model provides flexibility and predictability that helps companies manage their budgets. It’s simple – pay for what you use and have the flexibility to use interactions interchangeably across any solution in the suite, ensuring straightforward expense management and operational efficiency.

Improve and expand XM programs

Suites provide access to a broader set of core solutions, unlimited users, and seamless implementation plans, saving time and resources. Customers needn’t renegotiate new contracts as their XM programs evolve.

Qualtrics Chief Operating Officer Brian Stucki mentioned the renewed focus on solving business challenges for customers “through simple and intuitive packaging and pricing.”

Brian said, “The changes we announced today are a direct result of this objective and are rooted in feedback from customers and industry analysts. The new AI capabilities included in these offerings are unparalleled and will pave the way for significant value creation for our customers.”

AiThority.com will be at the upcoming X4: The Experience Management Summit from May 1-3 in Salt Lake City, where our AI reporters will share much more about the new Qualtrics AI-powered suites and business cases across different industries.

Stay tuned for more updates!

[To share your insights with us as part of the editorial and sponsored content packages, please write to sghosh@martechseries.com]

Source: Qualtrics  blog