Qualtrics announced the addition of Experience ID to its Experience Management system. The new offering provides a unified view of data shared by both customers and employees, including their preferences, beliefs and feelings about their experiences with a product or brand.
The system enables companies to personalize experiences at scale, providing insights about individuals while also delivering aggregated views by segment – such as teams, geographies and verticals – to identify emerging trends and new market opportunities..@Qualtrics' new product helps companies personalize experiences at scale, providing insights about individuals and segments to identify emerging trends and new market opportunities. #HR #HRTech Click To Tweet
For example, Qualtrics said, a ridesharing company could use Experience ID to collect and consolidate feedback that a particular customer has shared via mobile app, a phone call or social media. The system can then determine that the customer cares about cares about environment and price. That helps the company automatically tell the individual about new sustainability options. It also tags these topics and creates segments to help the company identify emerging trends.
All Kinds of Information
Qualtrics CEO Zig Serafin said that businesses have been trying for decades to understand their customers and employees, “but the universe of feedback is so vast that they need the right technology to capture it and put it into action.” Experience ID will make it easier for them to glean information at both the individual and group level, he said.
The company describes Experience ID as a single, unified system for all experience data. That includes information people share with a company directly as well as signals in unstructured data such as social media posts, reviews and conversations.
According to CMS Wire, the full Experience is set for release next year. In the meantime, customers can access capabilities such as profiles and segmentation.
Experience ID’s rollout comes just six weeks after Qualtrics launched EX25, a framework designed to help companies monitor employee sentiment with 25 drivers that impact every employees’ workplace experience. Built into Qualtrics EmployeeXM, EX25 was designed to help employers keep up with their employees’ needs and take action to improve engagement and retention, Qualtrics said.