Closing the Experience Gap with Qualtrics XM
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Join Qualtrics as we show organisations how they can close the experience gaps within their organisation.
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Closing the Experience Gap with Qualtrics XM
- 1. Closing the Experience Gap Presented by Vicky Katsabaris & Jenny Clark
- 2. The Changing CX Environment: New trends and insights across Asia Pacific to help you close the customer experience gap What customers really want: The top insights revealed from the 2017 study Available on-demand How to close the experience gap Today Live Q&A: Join our panel of CX experts for a live Q&A on how to build your CX program 31st of August
- 3. Housekeeping The recording and slides for today’s presentation will be made available within 24 hours. Please use the question window to submit questions throughout the webinar. We have time designated at the end for Q&A.
- 4. Vicky Katsabaris Subject Matter Expert and Principal Consultant, Qualtrics Vicky Katsabaris is a principal consultant of customer experience at Qualtrics. She provides expert guidance to organisations implementing customer experience programs. Prior to joining Qualtrics, Vicky spent 3 years as the General Manager of Customer Advocacy strategy at Telstra, leading the team responsible for developing Telstra's corporate strategy for improving customer advocacy, including major transformation programs and the company-wide culture change program to embed a customer centric mindset. Jenny Clark Senior Technical Sales, Qualtrics Jenny Clark is a Senior Technical Sales Consultant For Qualtrics in Australia. She is responsible for advising enterprise customers on how to embed Qualtrics Voice of Customer Solutions within their organisations with minimal disruption to business and IT. Jenny is also the Subject Matter Expert for Market Research. She has previously worked for Satmetrix, Nielsen, TNS, NFO and other agency and SaaS providers with remits across Europe and Asia Pacific.
- 5. + WHAT IS THE EXPERIENCE GAP?
- 6. 80% 2/3of customers have chosen to switch brands due to a poor customer experience of the workforce is disengaged 40B$ a year spent on outsourced market research we live in a NEW WORLD
- 7. 80% OF CEOs BELIEVE THEY DELIVER A SUPERIOR EXPERIENCE OF THEIR CUSTOMERS AGREE
- 8. 80% OF CEOs BELIEVE THEY DELIVER A SUPERIOR EXPERIENCE 8% OF THEIR CUSTOMERS AGREE
- 9. 80% OF CEOs BELIEVE THEY DELIVER A SUPERIOR EXPERIENCE 8% OF THEIR CUSTOMERS AGREE THE EXPERIENCE GAP
- 11. Employee Engagement Customer Satisfaction Brand Perception User Experience Product Satisfaction Tellsyou “Whyit’s happening?” …Future
- 12. Employee Engagement Customer Satisfaction Brand Perception User Experience Product Satisfaction Sales Production Finance SKUs HRIS
- 13. 40% YoY growth 75% of the Fortune 100 8.5Kcustomers globally 90+countries we help close the EXERIENCE GAP
- 14. + INTRODUCING THE QUALTRICS XM PLATFORM
Editor's Notes
- Welcome to today’s webinar.
- We live in an experience economy. Today, the winners and losers in business are determined by the EXPERIENCES they provide. In today’s world, organizations must provide experiences that customers love. The statistics above not only illustrate how critical it is to deliver the right experiences — they also show how many organizations are struggling to do so. A Bain study found 80% of customers have chosen to switch brands due to a poor customer experience In Gallup poll suggests 2/3 of the workforce are disengaged & 2 million employees turn-over every month because of negative employee experiences in the workplace. Where even though $40B a year is spent on (OMR) outsourced market research, yet a significant majority of (PL) product launches & (BC) brand campaigns fail to meet expectations. And this shift is driven by the millennials, the 1st generation in history that prefer to spend money on experiences, instead of on “things”. & Subscription-based business - cancel anytime & a need to consistently earn loyalty
- Today’s executives think they are delivering a great experience, but their end customers disagree. In a Bain and Co study, 80% of CEO’s surveyed believed their organizations deliver superior customer experience but only 8% of customers. There is a huge gap between what companies believe is happening and what’s actually happening. They simply don’t know what’s happening with stakeholders, why those things are happening, and how to adapt. We call this the Experience Gap.
- Today’s executives think they are delivering a great experience, but their end customers disagree. In a Bain and Co study, 80% of CEO’s surveyed believed their organizations deliver superior customer experience but only 8% of customers. There is a huge gap between what companies believe is happening and what’s actually happening. They simply don’t know what’s happening with stakeholders, why those things are happening, and how to adapt. We call this the Experience Gap.
- Today’s executives think they are delivering a great experience, but their end customers disagree. In a Bain and Co study, 80% of CEO’s surveyed believed their organizations deliver superior customer experience but only 8% of customers. There is a huge gap between what companies believe is happening and what’s actually happening. They simply don’t know what’s happening with stakeholders, why those things are happening, and how to adapt. We call this the Experience Gap.
- But the problem isn’t having enough data to close the Experience Gap. Organizations have more data than ever and they’re still getting blindsided. They just don’t have access to the right data. Let me explain the two types of data an organization needs to deliver great experience: Operational Data (O-data) & Experience Data (X-data). O-data tells you what’s happening It includes sales, finance, and HR data…all the stuff from your day-to-day operations. It tells you win rate, profitability by product line, employee attrition...all really important stuff. Most companies do pretty well with Operational data. In fact, it rolls in automatically because overthe last twenty years, businesses have continually invested in technology that make that possible. But the problem with O-data, is that it’s only provides information about the past. It doesn’t tell us anything about the future.
- But there’s another kind of data—Experience data. X-Data tells you why things are happening X-data is the human factor data. The beliefs, emotions, and sentiments of stakeholders X-data is about the future.
- X-data is fundamentally different than O-data. Unfortunately, most organizations are O-data rich, and X-data poor. This is why there are still so many surprises in business.
- Qualtrics mission is to help organizations close the experience gap. This is Experience Management (XM). The best brands and organizations are already taking advantage of this movement towards experience management. 75% of the Fortune 100 and over 8.5 thousand customers globally across 90+ countries use Qualtrics to manage and improve the experiences they provide as a business - their customer, employee, brand and product experience.
- So lets take a look at the Q XM platform. Intro Jenny