Qualtrics XM Platform

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Qualtrics XM Platform is a comprehensive experience management (XM) platform that helps organizations collect, analyze, and act on experience data (X-data) from customers, employees, brand, and product.  It differentiates itself through its robust statistical analysis capabilities and its focus on closing experience gaps by integrating with operational systems.

URL: https://www.qualtrics.com

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Key Features:

  • Experience Management (XM): encompassing customer, employee, brand, and product experience.
  • Surveys & Feedback:  Advanced survey creation, distribution, and analysis tools.
  • Customer Journey Mapping: Visualize and optimize customer journeys across touchpoints.
  • Text & Sentiment Analysis:  Uncover insights from unstructured text data.
  • Predictive Analytics: Forecast future behavior and identify potential issues.
  • Action Planning & Workflows:  Close experience gaps by integrating with operational systems.
  • Employee Engagement: Measure and improve employee satisfaction and productivity.
  • Brand Tracking: Monitor brand perception and identify areas for improvement.
  • Product Experience: Gather feedback and optimize product development.
  • Research Services: Access to expert researchers and methodology guidance.

Brief History:

Qualtrics was founded in 2002 by brothers Ryan and Jared Smith, along with their father Scott M. Smith and Stuart Orgill, as a tool for academic research.  Initially focused on academic surveys, it expanded into the enterprise market and broadened its offerings to encompass a full suite of experience management (XM) solutions.  SAP acquired Qualtrics in 2018 but it continues to operate as an independent entity. In 2021 Qualtrics spun off from SAP and went public with a successful IPO and in 2023 Silver Lake and CPP Investments acquired Qualtrics taking the company private.

Executive Team:

  • Zig Serafin: CEO

Competitors:

  • Medallia
  • SurveyMonkey
  • Momentive (SurveyMonkey parent company)

Reference Links:

[1] https://www.qualtrics.com/ [2]  https://en.wikipedia.org/wiki/Qualtrics

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