PAC at the Qualtrics X4 Tour

As part of their X4 Roadshow around the world, Qualtrics held their CX/EX event at Munich’s BMW World this week. Between inspiring presentations from assorted speakers and plenty of networking, Qualtrics also presented the newest addition to its XM Platform, XM for Frontlines.

XM for Frontlines is composed of three different products, “Digital” for employees who interact digitally with customers, “Care” for contact center agents, and “Location” for employees in-store. The set of applications is designed to help all customer-facing workers, whether they interact with customers digitally or physically. Qualtrics’ solution aims to provide employees in any position with tailored metrics on their customers, making it easy to interact with customers at the right time and in the right way. The data for this dashboard is gathered from customers’ behavioral patterns related to website visits, open text feedback, purchase transactions, customer journey data, and more.

Another new product on the XM platform is Manager Assist. Created specifically for managers, the application offers real-time dashboards and customer data for store and employee performance tracking, a repository of best practices and collaboration tools for knowledge sharing, and tools for creating personalized coaching plans and training modules. By leveraging analytics and customer data, the portal enables managers to upskill agents, optimize operations, and ultimately enhance customer satisfaction.

Some of the other new features on the XM platform include:

• Automated Call Summaries – A summary of every call is automatically rendered, adding data to each customer’s profile.
• Quality Management and Compliance – AI monitors calls and assists agents with coaching if necessary.
• Agent Productivity and Coaching – Agents can gain insights into their performance, identify areas that need improvement, and offer feedback to their managers. This solution aims to reduce agent churn and elevate service levels, ultimately fostering a more effective and satisfied workforce.
• Frontline Team Assist and Recognition – a tool for managers to reward their teams for good work, ultimately improving performance.

Overall, Qualtrics is looking to improve feedback loops. Where there used to be long and tedious questionnaires to explain why a certain experience was bad, Qualtrics aims to build a portfolio that enables companies to intervene when a situation is on the verge of turning into a bad experience.

For more information regarding the XM platform, visit Qualtrics’ website.