Qualtrics CustomerXM
The leader in experience management.
Overview
Qualtrics CustomerXM is a comprehensive experience management platform that helps companies monitor, understand, and act on customer feedback. It uses surveys, NPS, and other feedback channels to identify at-risk customers, understand the drivers of churn, and orchestrate actions to improve the customer experience and retention.
✨ Key Features
- NPS, CSAT, & CES Surveys
- Journey Analytics
- Predictive Insights (iQ)
- Text & Voice Analytics
- Role-based Dashboards
- Closed-loop Ticketing & Actions
🎯 Key Differentiators
- Advanced predictive analytics engine (iQ)
- Comprehensive platform for all experience management (Customer, Employee, Product, Brand)
- Strong enterprise security and compliance
Unique Value: Connects customer feedback with operational data to predict and prevent churn at an enterprise scale.
🎯 Use Cases (5)
✅ Best For
- Enterprise-wide voice of the customer (VoC) programs
- Linking customer experience metrics to financial outcomes
💡 Check With Vendor
Verify these considerations match your specific requirements:
- Companies needing a CSM workflow tool (vs. a feedback platform)
- Small businesses with simple survey needs
🏆 Alternatives
Goes beyond simple surveys to provide a full-stack analytics and action platform for customer experience, which is more powerful but also more complex than simple feedback tools.
💻 Platforms
✅ Offline Mode Available
🔌 Integrations
🛟 Support Options
- ✓ Email Support
- ✓ Live Chat
- ✓ Phone Support
- ✓ Dedicated Support (Available tier)
🔒 Compliance & Security
💰 Pricing
Free tier: Basic survey creation and data collection.
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