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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 CX™

Capabilities

Create seamless end-to-end customer experiences

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Qualtrics and Genesys form new partnership to help companies deliver world-class customer service experiences

Read the release

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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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Genesys Cloud CX

Every year, Genesys® orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service^®, our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty.