Serving your customers and employees well means listening effectively and taking appropriate action when something’s not quite right. Qualtrics wants to help organizations better understand their customers and employees, as well as tighten up internal and external processes.
The technology platform assists companies in fixing broken customer and employee experiences. It allows companies to listen to feedback on any channel, analyze thoughts, feelings and emotions and then take prescriptive actions to improve the experiences. You can learn about your customers from a range of platforms, such as social media, review websites or your company’s call centers, and even use the technology to gauge the #mood of a customer on a recorded phone call.
Using Data to Understand What Your People Want
Qualtrics helps interpret the data you compile. Let’s say you get hundreds of reviews on a newly launched product. The platform can analyze the reviews, provide snapshots of common themes and suggest enhancements. Then based on the analyses, you can move forward by setting up team workflows within the platform to get started on updates or changes to the product.
When Pinterest, for example, needed to find out how to keep its audience coming back, the company turned to Qualtrics. By asking the right questions to the right audience, Pinterest learned people really wanted a different set of tools. This was the starting point for developing a new feature set.
Making Informed In-House Decisions
Goldman Sachs used Qualtrics to improve its employee experience. The company had been using benchmarks to determine employee benefits, and Qualtrics helped design programs to better customize benefits based on employees’ needs.
As a result, Goldman Sachs incorporated new options into the benefits package that were better suited to its teams. These changes included time off for elder and family care, stipends for adoption, financial help for fertility treatments and a new paternity leave policy, which was praised as “the most generous parental leave policy on Wall Street.”
“We were able to create an incredible employee experience through the use of Qualtrics. If we were just basing our decision-making on benchmarking and anecdotal feedback, we wouldn’t have got it right,” says David Landman, Managing Director, Global Head of Talent Assessment at Goldman Sachs.
Data Rules Everything Around Us
Qualtrics’ plan is to use its experience management technology to help businesses and change the world: “Not only will our technology power the world’s greatest companies, but by understanding human emotions, beliefs, sentiments and values, we will close some of the world’s biggest gaps: political misunderstandings, human rights issues, health care disparities, gender equality, education and income. Because many of the world’s most pressing problems occur from a lack of understanding, and that’s a problem we can solve.”
Qualtrics is starting internally with its efforts to close equality gaps by committing to work on diversity, equity and inclusion across the organization. It’s committed to hiring goals to increase representation of underrepresented minorities and built a solution to help companies measure their inclusivity and determine how to improve. Qualtrics has also rolled out global unconscious bias training and anti-racism training.
As part of its commitment to anti-racism, the company partnered with historically Black colleges and universities and launched a student mentorship program.
Additionally, Qualtrics is working to create a workforce made up of at least 40% women and/or underrepresented minorities. And a recent independent third-party review showed the global pay equity ratio between men and women at Qualtrics is 1:1, meaning the company is living by the standard of “equal pay for equal work.”
It’s been said that everything from music to money makes the world go around. And now, Qualtrics is making a solid case for data.
This editorial is brought to you in partnership with Qualtrics.