Qualtrics Vocalize Product Tour: An Inside Look at the Future of Voice of the Customer (VoC)

PRODUCT TOUR

Introductions Company overview Qualtrics Vocalize Demo Q&A

Webinar Presenters

Jamie Morningstar product management

Aaron Robison sales

Ryan Debenham engineering

Ryan Nelsen product marketing

Brands & Organizations 6.6K +

of the top 100 business schools

99

Users 1.8M +

Used In

Countries 75 +

The World’s Leading Insight Platform

PROVO / USA DUBLIN / IRL SYDNEY / AUS SEATTLE / USA

Customer Insights Voice of the Customer Programs Customer Satisfaction Surveys

Net Promoter Systems Website Experience Feedback

Employee Insights 360-degree Employee Feedback Employee Engagement Surveys Employee Satisfaction Surveys

Exit Interviews

Market Insights Ad Testing

Concept Testing Market Research Academic Studies

All Your Insights in One Place

Customer Insights Focus

Customer Satisfaction 58%

Employee Insights 45%

Market Research 42%

Product Development 30%

Educational Research 20%

Administration 18%

What is Voice of the Customer (VoC)?

o  Satisfaction surveys o  Customer experience o  Enterprise feedback

management o  In-the-moment surveys o  Close the loop o  Omni channel o  Customer satisfaction o  Net Promoter Score®

o  Text analytics o  Post-interaction surveys o  Website feedback o  Customer experience

management

Companies who believe they provide a superior experience

80%

Companies whose customers agree

8%

Do You Know How Your Customers Really Feel?

72% Delivery Gap

Source: Bain & Company

Powerful survey engine

Open architecture

Secure & scalable delivery model

Case management

Role-based dashboards

Multi-source & multi-channels

Over 40 languages

Services & support expertise

Collect. Analyze. Act.

Demo

Key needs

Example: Manufacturing Launching new Transactional VoC program

Executive and factory-specific dashboards

Key needs

Example: Multi-Location Accounting Firm Launching relational NPS® & closed loop system

Ticketing system so managers can receive and resolve issues at their location

Key needs

Example: International Airline VoC reporting scale and flexibility

o  Fast performance with millions of responses o  Flexible date range filters o  Mobile dashboards

Insights When You Want, Where You Want

Q&A