Drive loyalty and retention with deeper customer insights

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Accelerate CX transformation with Genesys and Qualtrics

To be a customer experience (CX) leader, your organization must understand what to improve and act quickly on those insights. Genesys and Qualtrics have partnered to help you drive experience improvements at scale, leveraging the combined power of customer insights with customer engagement.

Act on your CX insights

Siloed customer experience measurements can negatively affect customer satisfaction and sentiment. Transform your CX insights into a cross-channel, always-on system of action that drives results.

Make informed decisions

Put strategy at the forefront of every CX decision. With Genesys and Qualtrics, you can identify exactly where and how to optimize the customer support journey to create the biggest positive impact.

Embody your brand promise

Your customers expect world-class service. Cultivate a best-in-class front line that elevates every customer journey — and embodies your brand promise every step of the way.

Turn customer feedback into actions

Your customers are valuable resources for improving your customer experience. With Genesys and Qualtrics, you can surface experience gaps, understand what drives satisfaction and identify where to take action.

Optimize service delivery

Low customer satisfaction scores are an unfortunate reality of doing business. Clearly identify what’s driving unfavorable customer sentiment and spot trends that can affect your service strategy. Improve agent performance and service workflows. Give your teams the tools they need to not only improve customer experiences, but boost their performance and operational costs, too.

Improve the quality of your feedback

Customer feedback is key to elevating your service. Interact with customers on the channels they love most and get the high-quality data your organization needs. Design and deploy relevant feedback engagements that seamlessly fit into your customers’ lives. By meeting your customers where they are, you’ll drive more valuable responses.

Understand and prioritize underlying issues

Making smarter business decisions requires truly understanding your customers. Dive deep into all your interactions to gather both high-level and individualized insights. Use this information to identify and address problem areas. Then implement these efforts across your customer service team — directly impacting your ability to drive better customer experiences.

Transform your customer experience

Customers crave easy experiences with brands. Identify areas of frustration in the customer journey at an individual and cohort level. Improve agent effectiveness and drive process improvements by prioritizing and closing experience gaps — quickly and effectively.

At a glance

About: Qualtrics
Industry: All industries
Location: Global

Alliance summary

Capture customer sentiment across channels
Take action on macro-level trends and micro-level insights
Provide more specific feedback and coaching for agents

Products

Genesys Cloud™

Capabilities

Create seamless end-to-end customer experiences

Do more with your customer feedback

Simply gathering customer feedback isn’t enough. With Genesys and Qualtrics, you have the power to truly understand every step of your customer journey. Identify insights and trends that can improve your CX approach without disrupting business operations. And do it all from the channels your customers love most. Reach out to us today to learn more.

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+1.888.436.3797

Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.