SAP & Qualtrics Revolutionize XM with X & O Data Fusion
SAP and Qualtrics have combined their strengths to revolutionize Experience Management (XM). By fusing X and O data, they aim to predict and prevent customer service issues, improving understanding and profitability.
XM focuses on recording and analyzing customer interactions. However, defining appropriate use cases and linking customer experience to profitability can be challenging. Traditionally, companies relied on their own interpretations of customer actions to measure satisfaction. This new fusion of data from SAP solutions and Qualtrics' XM platform, covering Customer, Employee, Product, and Brand Experience, provides more reliable insights.
Qualtrics' tools make the connection between customer experience and results measurable and optimizable within the SAP portfolio. By combining experience data (X-data) and operational data (O-data), companies can understand why customers act the way they do and use this information to improve their experiences.
The fusion of X and O data from SAP and Qualtrics is set to transform customer service management. By giving customers a voice and providing more accurate data, companies can enhance their understanding of customer satisfaction, predict issues, and ultimately improve profitability.
