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Summary:
In this podcast episode, Andrea Cisco interviews Zig Serafin, the CEO of Qualtrics. They discuss the impact of AI in understanding human behavior and building deeper human connections. Qualtrics is able to create the largest customer sentiment database on the planet by collecting data from various industries to gain insights into customer needs and preferences. Serafin also explains how Qualtrics’ operating system and AI foundation are used to develop specialized AI models for different applications. The market for Qualtrics’ approach is mature, with many admired companies already adopting their system. Qualtrics also provides support and best practices through their partner community and XM Institute.
Key Points:
– AI is a transformative force in driving revenue growth and improving customer experience.
– Qualtrics has created the largest customer sentiment database by collecting data from various industries.
– The operating system and AI foundation of Qualtrics are used to develop specialized AI models for different applications.
– The market for Qualtrics’ approach is mature, with many leading companies already adopting their system.
– Qualtrics provides support and best practices through their partner community and XM Institute.
– Qualtrics helps organizations to develop an outside-in perspective and better understand customer journeys.
– Customer experience is also influenced by employee experience, and Qualtrics helps to connect the two.
– Qualtrics is entering new markets, such as call center and product release analytics.
– Qualtrics is taking on big incumbents in these new markets. – Qualtrics’ platform is designed to improve listening and acting at scale and in real time.
– Qualtrics’ platform helps organizations to better understand customer needs and preferences.
– By implementing Qualtrics’ system, organizations can improve customer loyalty and drive revenue growth.
Key Statistics:
– Qualtrics has the largest customer sentiment database on the planet.
– There are over 6,000 practitioners in the XM Institute sharing best practices.
– Three-quarters of customers are likely to switch brands if their expectations are not met.
– The switching costs for customers have become lower, making it easier for them to change brands.
Key Takeaways:
– AI can be used to understand human behavior and build deeper human connections.
– Qualtrics’ operating system and AI foundation enable the development of specialized AI models.
– Many leading companies have adopted Qualtrics’ system and are using it to improve customer experience.
– Qualtrics provides support and best practices through their partner community and XM Institute.
– Qualtrics helps organizations to develop an outside-in perspective and better understand customer journeys.
– Customer experience is influenced by employee experience, and Qualtrics helps connect the two.
– Qualtrics is entering new markets, such as call center and product release analytics.
– Qualtrics’ platform improves listening and acting at scale and in real time.
– Organizations can drive revenue growth by understanding customer needs and preferences through Qualtrics’ system.
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