Qualtrics and Bain & Company Introduce Early Access to NPS® Outer Loop, an End-to-End Way to Manage Customer Experience Enhancement Opportunities
13 Giugno 2023 - 3:00PM
Business Wire
Qualtrics (Nasdaq: XM) and Bain & Company, creators of Net
Promoter Score® and Net Promoter SystemSM, today announced the NPS®
Outer Loop powered by Qualtrics for early access customers. The Net
Promoter System supplies actionable practices and methodologies for
enhancing customer relationships, fostering individual and
organization-wide learning and action, and growing the value of a
company’s customer base.
This new solution, designed by Bain in the Qualtrics’ XM
Platform™, allows organizations access and execute Bain’s proven
methodologies for customer experience improvement directly with
Qualtrics’ industry leading Customer Experience (CX) technology.
The combination will provide organizations with a more effective
way to measure, manage, and improve products, services, and
experiences so they can earn customer loyalty.
“Bain brings our unparalleled NPS and customer experience
expertise together with Qualtrics’ technology leadership to help
our clients better understand and delight their customers. This new
capability ensures that structural improvement initiatives get the
attention and resources they need,” said Rob Markey, a leader in
Bain & Company’s Customer practice and one of the creators of
the Net Promoter System. “Qualtrics has built a reliable, flexible
platform on which we have developed customized Net Promoter System
configurations for our clients. This enables our clients to deploy
a high-quality Net Promoter System Outer Loop prototype quickly and
efficiently. We have combined Bain’s strategy consulting with
Qualtrics technology to support multiple successful scale
implementations for our clients. This partnership positions us to
achieve even greater results going forward.”
Unifying Customer Feedback for Strategic Business
Enhancements
Qualtrics research found that 80% of consumers say they’ve
switched brands because of a bad experience, and more than half
changed brands after a single poor experience. Poor customer
experiences are costing companies an average of 7% of their annual
revenue.
The solution, co-developed by Bain and Qualtrics, allows
organizations to address customer complaints and empowers them to
prioritize and invest in changes that will improve products,
processes, policies and other elements of the business that are
beyond frontline employee control.
For example, a company experiencing a recurring customer issue
could use NPS® Outer Loop powered by Qualtrics to identify and link
all instances of similar customer feedback, perform a detailed
investigation to reveal its potential source, and generate
data-backed evidence of outlining which solutions to prioritize.
Customer advocacy teams can then follow through with controlled
testing of a solution, and keep frontline teams informed about
progress as the issue is resolved.
This combination of operational and experience data and
workflows is frequently spread across disparate spreadsheets and
software. Qualtrics’ XM Platform provides the power of the ultimate
listening engine with Qualtrics Experience iD, predictive
intelligence and powerful text analytics, and full closed-loop
actioning capabilities with xFlow that enable clients to rapidly
execute the cross-functional improvements identified through
customer feedback.
The ability to collect, analyze, and act on operational and
experience data within a single platform saves organizations time
and resources while empowering the companywide collaboration
necessary to deliver best-in-class customer experience.
“With this new first-of-its-kind partnership, customers will
have instant access to the industry-leading strategy and expertise
of the Bain Net Promoter System in the Qualtrics XM Platform,” said
Brad Anderson, President of Product and Engineering at Qualtrics.
“The value to our shared and prospective customers is immense and
the combination will help clients around the world tackle systemic
business changes and create the customer experiences that will
drive satisfaction and loyalty for years to come.”
Availability
NPS® Outer Loop by Bain and Company powered by Qualtrics is now
available for early access users. To register interest for early
access, please submit your information here.
About Qualtrics
Qualtrics, the leader and creator of the experience management
category, is a cloud-native software provider that helps
organizations quickly identify and resolve points of friction
across all digital and human touchpoints in their business – so
they can retain their best customers and employees, protect their
revenue, and drive profitability. More than 18,750 organizations
around the world use Qualtrics’s advanced AI to listen, understand,
and take action. Qualtrics uses its vast universe of experience
data to form the largest database of human sentiment in the world.
To learn more, please visit qualtrics.com.
About Bain & Company
Bain & Company is a global consultancy that helps the
world’s most ambitious change makers define the future.
Across 65 cities in 40 countries, we work alongside our clients
as one team with a shared ambition to achieve extraordinary
results, outperform the competition, and redefine industries. We
complement our tailored, integrated expertise with a vibrant
ecosystem of digital innovators to deliver better, faster, and more
enduring outcomes. Our 10-year commitment to invest more than $1
billion in pro bono services brings our talent, expertise, and
insight to organizations tackling today’s urgent challenges in
education, racial equity, social justice, economic development, and
the environment. We earned a platinum rating from EcoVadis, the
leading platform for environmental, social, and ethical performance
ratings for global supply chains, putting us in the top 1% of all
companies. Since our founding in 1973, we have measured our success
by the success of our clients, and we proudly maintain the highest
level of client advocacy in the industry.
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version on businesswire.com: https://www.businesswire.com/news/home/20230613904826/en/
For any questions or to arrange an interview, please
contact:
Qualtrics: Tyler Petersen, press@qualtrics.com
Bain & Company: Katie Ware, katie.ware@bain.com
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