Customer Feedback & Voice-of-Customer (VoC)

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Business Name
Qualtrics is a rapidly growing software company that specialises in providing a cloud-native experience management platform. The company was founded in 2002 and we’ve since become a leader in the field of customer and employee engagement.

Qualtrics has a range of tools to help companies collect direct feedback data from surveys and unstructured data from social media, call center calls, and online reviews. The data is then analysed in real-time, giving businesses the ability to identify trends, track performance, and make data-driven decisions.

Businesses in virtually any industry can use our products with 18,750 organisations around the world use Qualtrics’s advanced AI to listen, understand, and take action to close customer and employee experience gaps, manage their brand, develop better products, and conduct market research. Our solutions help businesses gain a deeper understanding of their customers and employees, and to create experiences that drive loyalty and growth.

One of the key advantages of the Qualtrics platform is its flexibility. It can be customised to meet the specific needs of each business, and it can integrate with other software systems to streamline data management and analysis.
Business Description

Qualtrics is a leading CX management platform that provides a wide range of solutions and services to help businesses understand and improve their customers' experiences. We do this with Qualtrics XM for Customer Frontlines, which allows organisations to benefit from the ultimate listening engine, predictive intelligence and analytics, and full closed-loop actioning capabilities. This lets them gain a holistic understanding of customers’ experiences and take actions that drive meaningful impact.

Qualtrics enables brands to listen to ALL their customer feedback from surveys, social media, online reviews, or call center conversations and automatically surfaces the most important insights enabling employees on the frontline to step in in real time and impact a customer journey.

Here are some of the solutions and services we offer in the CX marketplace:

Customer experience management: The Qualtrics Experience Management Platform brings real-time and historic customer experience data together to proactively suggest actions and changes that can help influence purchasing journeys on an individual basis, no matter the stage. We help organisations hear every customer’s voice, fix every broken experience, and increase customer loyalty and spend.

Customer feedback: Qualtrics XM Discover conversational analytics collects, analyses, and empowers brands to act on customer feedback across multiple channels, including email, SMS, web, mobile, and social media. Our industry leading natural language understanding capabilities enable brands to understand and score customer intent, emotions, and effort, allowing businesses to gain deeper insights into their customers' preferences, needs, and opinions. They can use this information to improve their products, services, and customer experience. Data is visualised on easy-to-understand charts with role-based dashboards and brands can automate alerts to the right teams, in the tools they use, so they can take the steps that will improve customer satisfaction, spend, and loyalty.

Customer journey mapping: With Qualtrics customers can map out and analyse the entire customer journey, from the initial touchpoint to the final purchase and beyond. This helps businesses identify pain points and opportunities for improvement, as well as track customer satisfaction and loyalty across different stages in their journey.

Voice of the Customer (VoC) programs: Our VoC programs allow businesses to put their customers at the heart of their most critical decisions with real-time insights into how customers feel at every stage in the journey. From first-time buyers to repeat customers, businesses can understand what matters most to customers so they can take action to maximise profits and drive customer loyalty and satisfaction.

Employee experience management: By improving the employee experience, businesses can also improve the customer experience, as happy and engaged employees are more likely to provide excellent customer service. Qualtrics has tools for collecting employee feedback, analysing data, and improving engagement and retention.

Our workflows seamlessly integrate with the tools and systems organisations use every day, including popular CRM software and chatbots to improve operating efficiency and increase revenue opportunities.

We’re also able to show the connection between CX metrics and business outcomes. This is thanks to mechanisms to help customers understand the ROI of their efforts. Our Business Impact Optimizer allows users to input key cost drivers, information about their existing customers (segments, current satisfaction, average spend, etc.) and then model out the impact of improvements in CX to bottom line metrics.

From a services perspective, Qualtrics performs TCO analyses in pre-sales engagements, and conducts ROI advisory services and workshops post-sales, which help customers ensure they are connecting their program to the right business metrics in order to effectively generate ROI insights.

Qualtrics XM for Customer Frontlines gives organisations complete peace of mind with an enterprise-grade platform that offers best-in-class security, compliance and manageability. With robust management tools, they can control team and department access too, ensuring the right data flows to the right people.

And we’re continuously evolving to drive insights and meaningful actions across our product, services, support and partner interactions to improve CX.

Business Phone Number
0283108031
Business Address
Level 15/1 Denison St, North Sydney NSW 2060
2060
Business Name
Business Description

InMoment is a leading customer experience (CX) intelligence company, empowering organizations to create meaningful and lasting connections with their customers. With a focus on delivering exceptional customer experiences, InMoment offers an advanced suite of CX solutions that help businesses understand, analyze, and improve customer interactions at every touchpoint.

InMoment's powerful platform enables businesses to gather valuable customer feedback, gain actionable insights, and make data-driven decisions to enhance their products, services, and overall customer journey. By harnessing the power of data and cutting-edge technology, InMoment empowers businesses to drive customer loyalty, boost satisfaction, and achieve sustainable growth.

Why Choose InMoment:

  1. Comprehensive CX Solutions: InMoment offers a comprehensive range of CX solutions, including customer feedback management, experience analytics, employee engagement, and more, catering to diverse business needs.
  2. Advanced Analytics: With powerful analytics capabilities, businesses can extract meaningful insights from customer data, allowing for informed decision-making and targeted improvements.
  3. Tailored to Industry: InMoment's CX solutions are tailored to specific industries, providing customized approaches to address unique challenges and opportunities.
  4. Robust Technology: The platform utilizes cutting-edge technology, including AI and machine learning, to enhance the accuracy and efficiency of CX analysis.
  5. Dedicated Support: InMoment provides dedicated support to clients, offering guidance and expertise in leveraging CX intelligence for business growth.

Website Address
Business Phone Number
+61 2 8397 8131
Business Address
Sydney, AU
Level 19
201 Miller Street,
North Sydney, 2060
Business Name
Business Description

Medallia is a leading customer and employee experience management company that empowers organizations to thrive in the experience economy. With a relentless focus on delivering exceptional experiences, Medallia offers a cutting-edge Experience Cloud platform that enables businesses to capture feedback, analyze data, and take action to drive customer loyalty and employee engagement.

Medallia's Experience Cloud encompasses a wide range of solutions, including Customer Experience Management, Employee Experience Management, and Digital Experience Management. Through the power of AI-driven insights, businesses can understand customer sentiments, identify areas for improvement, and foster lasting relationships with their customers and employees.

Why Choose Medallia:

  1. Holistic Experience Management: Medallia offers a holistic approach to experience management, enabling businesses to gain a 360-degree view of customer and employee sentiments.
  2. AI-Powered Insights: The platform leverages advanced AI technology to provide actionable insights from vast amounts of data, helping businesses make informed decisions.
  3. Real-Time Feedback: Medallia's real-time feedback capabilities empower businesses to respond promptly to customer and employee needs, fostering a culture of responsiveness.
  4. Seamless Integrations: The Experience Cloud seamlessly integrates with existing business systems, enhancing the value of existing technology investments.
  5. Global Presence: With a global presence, Medallia serves businesses across industries, catering to their unique experience management requirements.

Business Address
123 Pitt Street, Level 17,
Sydney, NSW 2000, Australia