ChannelLife India - Industry insider news for technology resellers
Story image
Qualtrics named Leader in IDC MarketScape's Voice of Customer Applications assessment
Wed, 20th Dec 2023

Global experience management innovator, Qualtrics, is leading the pack having been recognised as a Leader in the inaugural IDC MarketScape: Worldwide Voice of the Customer Applications 20232024 Vendor Assessment.

The company, with over 20 years of experience in the survey and customer experience (CX) sectors, has been acknowledged for its tireless innovation and ability to analyse and operationalise customer feedback data, consequently enhancing brand value.

As per the IDC MarketScape report, Qualtrics has demonstrated excellence in not only structured data gathering but also introducing AI-powered unstructured listening and analytics on its omnichannel platform which encompasses digital, conversational, and feedback facets. This blend of innovation and experience ensures delivering superior customer experiences while strengthening brand image, the company states.

Brad Anderson, Qualtrics President of Product, User Experience, Engineering and Ecosystem, attests to the strategic progression of the company. "We're where the puck is going."

"With our unified XM platform, omni-channel solutions and a $500 million commitment to AI initiatives, Qualtrics is paving a clear path to value for our customers. We're positioned to drive further growth and differentiation in 2024 and beyond," he says.

This peer recognition from IDC MarketScape holds special significance as Qualtrics, with services trusted by over 20,000 organisations globally, is leading the future of Customer Experience.

Through Qualtrics XM for Customer Frontlines, organisations can listen to feedback from both structured and unstructured sources, transforming the data into AI-powered insights. These insights, in turn, allow teams to understand customer needs, enhance retention and loyalty, leading to improved profit and revenue generation.

Qualtrics' new Digital Experience Analytics facilitate in identifying behavioural frustration signals without the necessity for customer interaction. The company has also introduced contact centre innovations such as Qualtrics Real-Time Agent Assist, Automated Call Summaries, and Frontline Team Assist, thereby helping companies reduce costs, save time, and strengthen customer care teams.

Riccardo Porta, the global director for CX at Dow, spoke about their successful collaboration with Qualtrics. "We see Qualtrics as the central enabling platform that helped us design, build, and then confidently prioritize and enhance our CX best practices over time."

"From the early days of our journey, Qualtrics solutions have allowed us to rationalise and monetise our CX disciplines to unlock new value for our customers and for Dow," he expresses.

The IDC MarketScape Vendor Assessment provides a robust analysis of the competitive landscape within the IT and telecommunications sectors, allowing technology buyers to compare product offerings, capabilities and strategies of current and prospective vendors across the globe.