Qualtrics adds new listening, automation and data integrations to CoreXM. Qualtrics wants to be able to respond faster to customer feedback.
SAP’s Qualtrics added new features to the CoreXM platform to deal more proactively with customer feedback. The platform now integrates 125 data sources aimed at monitoring customer feedback and emotions and combines the data with analytics to trigger actions to improve experiences automatically.
New updates for CoreXM include:
- Ultimate listening, a system that collects and captures feedback from over 125 data sources through surveys, chatbots, online reviews, social media and partner systems.
- Predictive AI, which will be integrated into Qualtrics’ TextiQ and StatsiQ. CoreXM uses AI to analyse structured and unstructured data.
- Automated Actions upgrades that include over forty workflows to increase tickets, send alerts and create notifications to close loops with customers. Automated Actions integrates CRM, messaging, ticketing, rewards, business process automation, and marketing systems. There are pre-built integrations with Salesforce, Microsoft Dynamics, Slack, Zendesk, ServiceNow, Jira and others.
Qualtrics is a vital cog in SAP’s Cloud growth strategy, with the plan to combine customer data with operational data. Qualtrics sells survey software, which is particularly useful as a feedback platform. Companies can, for example, ask customers for experiences with their products so that they can optimise them for specific use cases. CoreXM is Qualtrics’ connecting layer for its portfolio of services such as CustomerXM, EmployeeXM, ProductXM and BrandXM.