Silicon Slopes and Salt Lake City—Qualtrics, the leader in experience management software, announced enhancements to its award-winning customer experience (CX) management platform, Qualtrics Customer Experience. The enhanced capabilities include a sophisticated diagnostic assessment and proven methodology to help companies significantly elevate and mature their CX programs, leading to greater customer satisfaction results and higher returns on CX program investment.
“Qualtrics is helping us create a culture of customer centricity within our organization. True customer centricity is not a project—it’s a culture and a way of doing business that will help us grow and be successful for decades to come,” said Michael Maicher, Global Head, Allianz Global Broker Management, Allianz SE & Allianz Global Corporate and Specialty (AGCS) SE. “Our goal over the long term is to have 75% of AGCS countries benchmark against peers in either above market or loyalty leadership status.”
Organizations understand the importance of listening to customers, but often do not know which steps to take to create world-class CX programs that deliver business results. Qualtrics not only delivers the required technology, but also the step-by-step framework to help companies design and implement an end-to-end CX program.
“Customer experience management is a business imperative. Companies that prioritize customer experience outperform customer experience laggards in stock returns by an average of nearly 80 percent,” said Luke Williams, Head of CX at Qualtrics. “Done right, customer experience management drives financial results through better customer acquisition, improved customer retention and loyalty, reduced costs to serve, increased share of wallet, and higher brand awareness.”
Qualtrics offers a CX diagnostic that assesses CX program maturity against the Five Competencies of CX Success—Qualtrics’ proven methodology for CX program success. As part of this diagnostic evaluation, companies receive an immediate, personalized report with a full description of what they can do to improve their CX program to achieve better customer and financial results. The report also includes a maturity score in relation to each of the five CX competencies and an overall company rating compared to state-of-the-art CX program standards.
Qualtrics’ Five Competencies of CX Success provides a framework for companies to manage their customer experience programs and achieve improved financial results. Based on years of experience with the world’s leading brands, the methodology provides practical guidance on five core domains:
1.Culture and Leadership: How to gain executive sponsorship, publish CX values, align departments on common customer objectives, and benchmark against competitors.
2.Customer Experience Management System: How to capture feedback at each customer touchpoint, close the loop with customers, and drive operational improvement.
3.Customer Intelligence: How to gather holistic, authoritative views of customers and drive systematic, strategic initiatives to improve customer outcomes.
4.Connected Employees: How to measure and act on employee engagement and instill customer-centricity across the ranks.
5.Continuous Innovation: How to build programs that scale quickly and test continuously to drive continuous customer experience improvement.
Qualtrics Customer Experience is a pillar of Qualtrics’ leading XM Platform™, the industry standard for experience management. The XM Platform allows companies to manage the four core experiences of business—customer, employee, product and brand experience—on a single platform. Experience data from the platform tells companies why things are happening across the organization, and helps predict what customers and employees want most.
Used by CX leaders like adidas, Allianz, American Express, and Intuit, the Qualtrics Customer Experience platform was recently awarded the Temkin Group’s fifth annual Customer Experience Vendor Excellence (CxVE) Award and was named a leader in customer feedback management by independent research firm, Forrester, as part of The Forrester Wave™: Customer Feedback Management Platforms, Q2 2017 report.
The Qualtrics Customer Experience platform is available now. For more information on how to build and expand a CX program, visit CXweek.com to hear what CX leaders from Patagonia, Zappos, Twitter, Universal Orlando, BBC, MasterCard, McKinsey, Northwestern Mutual, and many more, had to say regarding today’s best practices in CX management.
Salt Lake City—ZAGG®, a global leader in accessories that empower mobile lifestyles, today announced the Rugged Messenger wireless Bluetooth® keyboard and durable, detachable case for the new 9.7-inch Apple© iPad™.
The Rugged Messenger is designed to give users total versatility when it comes to being productive on the go. Formidable layers of protection guard the iPad against impact damage, the contents of your backpack, and other hazards to provide you with total peace of mind from the table top to the parking lot. The Rugged Messenger meets the U.S. military standard (MIL-STD-810G-516.6) for shock and drop protection from up to 6.6 feet/2 meters.
The rechargeable battery lasts up to two years between charges*, and a sleep/wake function helps preserve the battery when the keyboard is not in use. The Rugged Messenger also features multi-device pairing, or the ability to connect simultaneously to the iPad and one more device, like a smartphone, for the ultimate ability to be productive – anytime and anywhere.
The built-in stand also secures the iPad at multiple viewing angles for when you want to work or just catch up on your favorite shows, and the laptop-style keys provide a comfortable, natural typing experience. Backlit keys are available in seven colors and make typing easy in low-light conditions.
“The whole point of a portable device is the ability to get up and go,” said Charlie Quong, vice president, product development for ZAGG. “We designed the Rugged Messenger with durable protection for when you call ‘work’ the office, the gym, or the beach, and with enough versatility to quickly transition from keyboard to case modes for any work style. As mobility allows us to be productive wherever and whenever we want, the Rugged Messenger is the perfect productivity tool.”
The ZAGG Rugged Messenger wireless Bluetooth keyboard for the new 9.7-inch Apple iPad is available today on ZAGG.com and at select retailers for a suggested retail price of $99.99. For more information, visit ZAGG.com.
The Bluetooth® word mark and logos are registered trademarks owned by Bluetooth SIG, Inc. and any use of such marks is under license. Other trademarks and trade names are those of their respective owners.
Apple iPad Pro is a trademark of Apple Inc., registered in the U.S. and other countries.
*Based on regular use of one hour a day