Implementation of Qualtrics

What is Experience Management?

Experience Management (XM) is a holistic approach to listening to the voice of customers and using knowledge, understanding and insights to design and improve the experiences you deliver
Qualtrics is the leader and creator of the Experience Management category and has been named a leader in the 2021 Gartner® Magic Quadrant™ for Voice of the Customer

Top Problems Solved by Experience Management

We don’t have a full & clear picture of Customer Experience. Data is fragmented or split between departments

Get a complete picture of customer experience data (from surveys) and operational data (from systems) in one place

We’re not sure what are the key drivers of satisfaction or loyalty. Are they different for different customer segments

Use analytical tools and personalized dashboards to deliver insights and predict customer behaviors

It is difficult to convert customer feedback into action and “break the siloes” – involve other teams in the process

Deliver notifications to the right people, integrate with your internal systems and create automated workflows to close experience gaps immediately

Customer Success Initiative

Before offering Experience Management, we wanted to lead by example and implemented Qualtrics Customer XM and Employee XM in Hycom

Utilizing Qualtrics CustomerXM to better understand B2B customer needs, improve relations, and drive service development
Meeting Feedback, Customer Pulse Survey, Project & Milestone Review – are just some examples of how we ask for feedback
98% of our Customers agree that the "Hycom team is supportive/attentive to my needs"

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