Multichannel Feedback Capture
Collect customer feedback from surveys, calls, chat, email, social, and digital behavior in one platform.
Qualtrics XM for Customer Experience
Category: Experience Management
Company: Qualtrics International Inc
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Qualtrics XM for Customer Experience is a survey and experience management platform that collects customer feedback to enhance experiences. It serves B2C organizations of all sizes, offering real-time analytics and customizable survey tools to drive actionable insights.
Target Market: B2C
Industries: Financial Services & Banking, Retail & E-commerce, Healthcare & Life Sciences, Technology & Software, Travel & Hospitality, Manufacturing, Consumer Packaged Goods (CPG), Professional Services
Key Features
AI-generated feature reference from web research ยท Generated 2026-09-10; citations identify available source support and do not independently verify every claim.
360-Degree Customer Profiles
Unify signals across channels to build comprehensive customer profiles for personalized actions.
Real-time Analytics & Dashboards
Provide live visualization of feedback, digital metrics, and contact center KPIs to identify issues fast.
AI-driven Insights & Predictions
Apply AI to detect at-risk customers, predict churn, and surface prioritized drivers of experience outcomes.
Automated Action Workflows
Trigger automated follow-up actions and assign tasks to experience owners based on feedback and rules.
Contact Center Conversation Analytics
Monitor and analyze every call, email, and chat to quantify sentiment and improve satisfaction.
Experience Agent Automation
Deploy AI-powered agents that understand context, follow brand voice, and prevent churn through interventions.
Integrations & Workflow Orchestration
Integrate with enterprise systems (CRM, ServiceNow) and automate workflows via APIs and connectors.
Website: https://www.qualtrics.com/customer-experience/
Frequently asked questions
What is Qualtrics XM for Customer Experience?
Qualtrics XM for Customer Experience is a cloud-based experience management platform that collects and unifies customer feedback across surveys, digital behavior, chat, calls and social to create 360-degree customer profiles and drive actionable outcomes. It is positioned to help organizations capture real-time feedback, analyze sentiment and automate interventions to reduce churn and improve customer lifetime value.
Sources: https://www.qualtrics.com/customer-experience/, https://www.qualtrics.com/product-tour/customer-experience/overview/
What are its key features?
Key features include omnichannel Voice of Customer data capture (surveys, calls, chat, social, digital feedback), real-time digital experience analytics and behavioral tracking, AI-driven insights and predictive workflows, contact center analytics, and Experience Agents (AI-powered agents) to automate personalized interventions. The platform also centralizes signals into unified customer profiles to prioritize actions that prevent churn and optimize outcomes.
Sources: https://www.qualtrics.com/customer-experience/, https://www.qualtrics.com/platform/experience-agents/
Who are its primary competitors?
Primary competitors in the experience and voice-of-customer space include Contentsquare VOC, Contentsquare Experience Monitoring, Kustomer, Clootrack, Enterpret, Poppulo, Cyara, and Actionable as other vendors addressing digital experience, VOC analytics, contact center testing, and customer service orchestration.
Sources: https://www.qualtrics.com/customer-experience/, https://www.qualtrics.com/product-tour/customer-experience/overview/
What industries and types of companies often use Qualtrics XM for Customer Experience?
Qualtrics XM for Customer Experience is used by B2C organizations of varied sizes across industries including Financial Services & Banking, Retail & E-commerce, Healthcare & Life Sciences, Technology & Software, Travel & Hospitality, Manufacturing, Consumer Packaged Goods (CPG), and Professional Services. The platform targets both mid-market and enterprise customers that need unified feedback capture, real-time analytics, and automated workflows to improve customer experience and reduce churn.
Sources: https://www.qualtrics.com/customer-experience/, https://www.qualtrics.com/product-tour/customer-experience/overview/