Observed Signal · Mar 24, 2022 · Product Launch · Source: CMSWire · Impact: 2/5 · Sentiment: Positive
Qualtrics Launches Digital Experience Metrics Tool
Qualtrics, a Seattle-based experience management company, announced the launch of Digital Experience Metrics (DX Metrics) on March 17, 2022. The new tool lets brands assess customer sentiment and intent when users engage with online channels, collecting data from social media posts, customer support interactions, and website form submissions. It also quantifies the financial impact of those experiences and benchmarks them against industry competitors. According to Shek Viswanathan, Head of Product for Digital CX at Qualtrics, the tool is aimed at Chief Digital Officers and marketing and product executives, helping them connect factors like account creation or web checkout UX to customer sentiment. Qualtrics research cited in the article claims improving a customer's digital satisfaction score can increase spending by up to 37%. DX Metrics expands on XM Discover, introduced in February 2022, and will be available in Q2 2022 through Qualtrics' Customer CX product.
Qualtrics, a leading experience management vendor, expands its CX platform with a measurement tool that ties digital experience sentiment to financial outcomes, strengthening the MarTech measurement layer.
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Key Takeaways & Evidence Grounding
- Qualtrics launched Digital Experience Metrics (DX Metrics) on March 17, 2022.
- DX Metrics assesses customer sentiment and intent across digital channels including social media posts, customer support interactions, and website form submissions.
- The tool quantifies the financial effects of digital experiences and compares them against industry competitors.
- DX Metrics will be available in Q2 2022 through Qualtrics' Customer CX product.
- Qualtrics research cited in the article claims increasing a customer's digital satisfaction score can increase spending by up to 37%.
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