Qualtrics unveils AI-powered suites for improved experience management

Qualtrics, the software solution provider, has revealed the launch of three innovative, AI-powered suites for experience management named: XM for Customer Experience; XM for Employee Experience; and XM for Strategy+ Research. These new suites were formulated with the primary aim of aiding organisations deliver superior customer experiences, improve their strategic research, and more efficiently scale their investments imminent, according to the company.

According to a company statement, the changes are aimed at meeting the customers' needs even better through simplified offerings and pricing. Furthermore, Qualtrics AI has been incorporated into each of these new suites, extolling benefits for organisations that include quicker insights gathering, budget predictability, and improved ease of program expansion.

Lou Reinemann, the Research Director for Voice of the Customer and Customer Success at IDC, highlighted the importance of these innovative suites. "As organisations continue to prioritise the voice of the customer, they need innovative solutions that provide a fast and tangible return on their investment. Qualtrics is evolving and providing easy to understand bundles that fit the specific use cases of their customers, helping them drive higher customer satisfaction and maximising the value of their investments," he explained.

Each suite offers unique capabilities to better serve its specific target audience. The XM for Customer Experience suite assists organisations to deliver superior, AI-powered experiences across their contact centres and other physical and digital touchpoints. The XM for Employee Experience suite, on the other hand, helps to engage teams, enhance manager effectiveness, and aids in making informed decisions regarding personnel. And finally, the XM for Strategy + Research suite, is designed to assist companies in better understanding markets and customer preferences, product designs improvement, and brand development.

This innovation from Qualtrics is not just aimed at augmenting customer and employee experiences but also streamlines the pricing process, according to the company. XM for Customer Experience and XM for Strategy + Research will now be priced based on interactions to better reflect customer value. An interaction could be a survey response, call, chat, email, online social review, or any other data record that is processed by Qualtrics. XM for Employee Experience will maintain its pricing based on the number of employees.

Each suite incorporates the capability of XM/os2, Qualtric's AI-powered platform. It can capture experience signals from any channel, building understanding of customers and employees, uncovering insights and triggering real-time, automated workflows. This also aligns with the efficient financial management of companies as Qualtrics' new, simple interaction-based pricing model provides flexibility and predictability to help businesses manage their budgets more efficiently.

The new pricing and packages are already effectual since April 1, 2024. However, customers using the previous versions of the software services can upgrade immediately and take advantage of the new AI capability, the simplified pricing and the access to more platform capability by contacting their Qualtrics account representative.

Qualtrics Chief Operating Officer Brian Stucki expressed his optimism, "The new AI capabilities included in these offerings are unparalleled and will pave the way for significant value creation for our customers."