Experience Management (XM) Platform help organisations attract customers and increase loyalty in a post-pandemic era.

Qualtrics introduced new solutions designed to make it even easier for companies to acquire new customers and build loyalty with existing customers, efficiently and at scale, announced the Experience Management (XM) Platform on 6 April.

The new solutions are easy to set up, enabling companies to accelerate their time to value, the company said in a release.

“Customer preferences and expectations have evolved significantly this past year, and companies will need to adopt an experience-first approach to customer relationships moving forward,” said Jay Choi, Chief Product Officer of Qualtrics. “The most successful companies adapt and thrive even during disruptive times by understanding the ‘how’ and ‘why’ behind customer behaviors and using that data to proactively design and deliver the best experiences for their customers.”

Qualtrics is delivering three types of new solutions to help companies understand the expectations from their B2B and B2C customers, the company stated in its release.

The Relationship Health solutions “gives companies a continuously updated view of the health of their customer relationships to help them deliver more personalised experiences, improve customer loyalty, and reduce attrition”.

The Account-Based Relationship Diagnostic “gives companies a holistic view of their B2B customer relationships to help them build deeper connections and drive more revenue”. According to the company sources, this solution combines experience data from every contact within a customer’s organisation to give sales and customer success teams a complete view of the account’s overall health.

Through Digital Support Optimization, Quatrix said it “helps companies deliver frictionless customer care through any digital channel”. With this new solution, care teams can use feedback to uncover gaps in their digital support experiences that may lead unhappy customers and increased use of costlier support channels.