What is experience management?
The most successful companies don’t just react to problems as they occur, they try to predict and mitigate those problems before they ever happen. Experience Management (XM) is the process of monitoring every interaction people experience with a company in order to spot opportunities for improvement.
Why does XM matter?
We spend our lives interacting with companies — whether it’s the years spent working for them or the countless sums of money we spend on their products and services. But how many do we truly love?
When it comes to meeting the wants and needs of customers and employees, there’s an astounding disparity between how well companies think they perform and how well they actually do.
The world’s most successful companies use XM to close experience gaps.
Connecting the X’s and O’s
For decades, businesses have depended on Operational Data (O-data) — hard numbers like costs, accounting, and sales — to inform their business decisions. But O-data only tells you what has happened — it doesn’t tell you why.
To understand why things happen, you need to understand the thoughts and emotions of the people involved. We call that information Experience Data (X-data).
Experience management software makes it possible for you to combine O-data and X-data to ensure that every business decision is based on both facts and the intangibles.
Measure. Predict. Improve.
The 3 steps to XM mastery
experience that matters
Emotions and sentiments can change at a moment’s notice. Gathering X-data is an ongoing process to solicit feedback from the right people, at the right time, and for the right reasons.
While feedback might often seem fragmented, powerful AI and machine learning uncovers hidden insights and patterns that help identify actions that can be taken to prevent potential problems from surfacing.
Insights are only valuable in the hands of the people that can take action and drive improvements. Sharing insights with the right people, setting action plans, and tracking improvements is how XM drives business results.
Choosing a great XM platform
Look for these 5 key characteristics
Reliable X-data comes from honesty. A great XM platform creates a natural dialogue with customers, prospects and employees to get open, honest feedback in the moment.
Guessing is gambling. A great XM platform should use machine learning to identify trends and uncover hidden insights that empower you to make informed decisions.
General solutions can only solve general problems. Most business challenges come with a unique set of circumstances that require unique solutions. A great XM platform should offer the flexibility needed to meet the specific challenges your company faces.
Data that lives together, works together. A great XM platform combines O-data and X-data into a single location by easily integrating with existing systems such as HRIS, CRM, or web analytics. This also eliminates the need for any stand-alone program used for customer experience, market research or employee feedback.
Easy-to-use so it gets used. A great XM platform is intuitive, so everyone — not just trained experts — are able to uncover actions they can take to make a direct impact on the business
The world’s leading experience
With Qualtrics XM you can create, monitor and manage every experience on a single platform. Our robust suite of research and feedback tools makes it easy to gather X-data, and combine it with your O-data that we pull from your existing business systems such as HRIS, CRM and web analytics. Our advanced artificial intelligence and machine learning helps uncover deep insights and makes connections between your customer, employee, product and brand experiences to help close experience gaps and drive value back to the bottom line.