Qualtrics

XM OS
Experience Design
Experience Improvement
The new operating system for XM is here.
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Order 9751-HU-23 arrived
with broken items.
Reship broken items ASAP. Shipping is a negative topic.
Multiple customers mentioned broken items.
Adjust packing process. Majority of FlyLight product
tester feedback on shoe transition
is negative Increase frequency of company
communication on COVID-19
30% of managers are not using
the Communication action plan

Share
Action Needed

Service is a driver of brand consideration
but is a negative experience for millennials

RachaelB CSR Team Send

THE
UNDER ARMOUR
STORY
Design XM
Uncover the products, services,
and experiences that customers
and employees want next.

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CORE XM
RESEARCH & INSIGHTS
CONJOINT ANALYSIS

THE
JETBLUE
STORY
Customer Experience
Decrease churn.
Increase customer lifetime value.
Reduce cost to serve.

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DIGITAL CX
CLOSED LOOP FOLLOW-UP
CUSTOMER RETENTION

THE
VW
STORY
Employee Experience
Attract and retain talent.
Increase engagement.
Improve productivity.

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EMPLOYEE ENGAGEMENT
EMPLOYEEXM FOR IT
EMPLOYEE PULSE

THE
CHOBANI
STORY
Product Experience
Improve product market fit.
Increase share of wallet.
Decrease time to market.

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PRICING OPTIMIZATION
CONCEPT TESTING
MARKET SEGMENTATION

THE
L.L. BEAN
STORY
Brand Experience
Acquire new customers.
Increase market share.
Improve awareness and perception.

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ADVERTISING OPTIMIZATION
BRAND TRACKING
XM Services
Expert designed programs.
White-glove implementation
and management.

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XM PROGRAM DESIGN & XM INSTITUTE
QUALTRICS PARTNER NETWORK
CONSULTING SERVICES
The business operating system for XM