What is Experience Management (XM)?

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max-video-preview:-1' />  <title>What is Experience Management (XM)? | Qualtrics</title> <meta name="description" content="Experience Management (XM) is the process of monitoring every interaction people experience with a company in order to spot opportunities for improvement." /> <link rel="canonical" href="https://www.qualtrics.com/experience-management/" /> <meta property="og:locale" content="en_US" /> <meta property="og:type" content="article" /> <meta property="og:title" content="Experience Management (XM) Content Hub" /> <meta property="og:description" content="Resources for measuring, managing, and maximizing experiences." /> <meta property="og:url" content="https://www.qualtrics.com/experience-management/" /> <meta property="og:site_name" content="Qualtrics" /> <meta property="article:modified_time" content="2024-06-27T13:59:48+00:00" /> <meta property="og:image" content="https://www.qualtrics.com/m/assets/wp-content/uploads/2020/04/SoA_HomepageMeta_1200x627.001.png" /> <meta 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itemprop="datePublished" content="March 20, 2017"> <meta itemprop="dateModified" content="June 27, 2024"> <meta itemprop="description" content="Experience Management (XM) is the process of monitoring every interaction people experience with a company in order to spot opportunities for improvement."> <div id="mutiny-banner-parent"></div>   <div id="content" class="site-content en">  <div>  <link rel="preload" as="style" href="https://www.qualtrics.com/m/assets/dist/css/main-nav-2024-02.css"> <link rel="stylesheet" href="https://www.qualtrics.com/m/assets/dist/css/main-nav-2024-02.css"> <qx-nav class="qx-nav bg-white" data-gacontainer="garegion" data-gatext="header"> <template class="menu-card-template"> <a class="menu-card" href="#"> <slot name="title"></slot> <slot></slot> </a> </template> <a href="/" style="display: block; padding: 0;"> <img src="https://www.qualtrics.com/m/qualtrics-xm-long.svg" alt="Qualtrics Home page" style="display: block;" width="112" height="32" /> </a> <button class="hamburger" type="button" aria-label="toggle menu" aria-expanded="false" aria-controls="qx-menu"> <div class="inner"> <span class="bar"></span> <span class="bar"></span> <span class="bar"></span> </div> </button> <ul class="qx-menu level-0" id="qx-menu"> <li class="menu-item has-children" > <button class="menu-button level-0" type="button" aria-expanded="false" aria-controls="136672" data-sub="products" data-gacontainer="gasection"> <span>PRODUCTS</span> </button> <ul class="qx-menu level-1" id="136672"> <li class="back-item"> <button class="back-button text-uppercase" type="button">back</button> </li> <li class="menu-item has-children" > <a class="menu-link level-1" href="/frontline/" data-sub="products" data-gatext="XM for Customer Frontlines"> <small>XM for</small> Customer Experience </a> <ul class="qx-menu level-2" id="136682"> <li class="menu-item" > <menu-card data-href="/frontline/digital/" 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</li> </ul></qx-nav> <script src="https://www.qualtrics.com/m/assets/dist/js/modules/main-navigation-2024-07.js" defer></script> <span id="keyboard-bypass-target"></span> <script> function q(a){return function(){ChiliPiper[a].q=(ChiliPiper[a].q||[]).concat([arguments])}}window.ChiliPiper=window.ChiliPiper||"submit scheduling showCalendar submit widget bookMeeting".split(" ").reduce(function(a,b){a[b]=q(b);return a},{}); ChiliPiper.scheduling("qualtrics", "inbound-router", {formId: "mktoForm_7836"}) </script> <script src="https://js.chilipiper.com/marketing.js" type="text/javascript" async></script> <link rel="preload" as="style" href="https://www.qualtrics.com/m/assets/dist/css/pages/experience-management.css?v=2"> <link rel="stylesheet" href="https://www.qualtrics.com/m/assets/dist/css/pages/experience-management.css?v=2">  <section class="py-7"> <div> <div class="container mb-6 mb-xl-7"> <div class="row align-items-center"> <div class="col-12 text-center mb-6 mb-lg-7"> <h1 class="headline-small">Two disciplines. One platform.</h1> </div> <div class="col-12 col-lg-4 order-2 order-lg-1 text-center text-md-left platform-pr-xl-7 d-none d-lg-block"> <h2 class="headline-small" style="font-size:32px;">Experience<br>Design</h2> <hr class="d-none d-md-block" style="margin-bottom:12px;width:286.5px;" /> <p class="px-5 px-md-0 mb-4">Design breakthrough products, services,<br class="d-none d-lg-block"/> cultures, and brands</p> </div> <div class="col-6 col-lg-4 order-1 order-lg-2 mx-auto"> <img src="https://www.qualtrics.com/m/xm-os-xl.svg" class="d-block img-fluid mx-auto img-custom-xm-os" /> </div> <div class="col-12 col-lg-4 order-3 order-lg-3 text-center text-md-right platform-pl-xl-7 d-none d-lg-block"> <h2 class="headline-small" style="font-size:32px;">Experience<br />Improvement</h2> <hr class="d-none d-md-block" style="margin-bottom:12px; width:308px;float: right;" /> <p class="px-5 px-md-0 mb-4" style="clear:both;">Continuously improve customer, employee,<br class="d-none d-xl-block"/> product, and brand experiences</p> </div> </div> </div> </div> <div id="video-1" class="w-100 h-100 position-relative"> <div class="container mb-5 mb-md-0 py-xl-7 py-md-5"> <div class="row align-items-center"> <div class="col-md-6 platform-scroll-animation text-center"> <div class="gsap-fade-in"> <p class="headline-small">Experience Design</p> <hr class="hr-thick hr-short bg-gradient-90deg mx-auto mb-4" /> </div> <p class="px-1 px-md-5 mb-4 gsap-fade-in">Uncover and deliver what customers and employees want next––breakthrough experiences that shift markets, define brands, establish cultures, and attract new customers.</p> </div> <div class="col-md-6"> <button class="content-item btn-reset ml-4 d-none d-md-block" data-toggle="modal" data-target="#vimeo-player-modal" data-url="https://player.vimeo.com/video/329197561?autoplay=1" data-utm_lp="vimeo-what-is-xm-customer-underarmour"> <img src="https://www.qualtrics.com/m/assets/wp-content/uploads/2021/12/under-armour-optimized.jpeg" class="d-block img-fluid mx-auto" /> </button> </div> </div> </div> </div> <div id="video-2" class="w-100 h-100 position-relative"> <div class="container py-xl-7 py-md-5"> <div class="row align-items-center"> <div class="col-md-6 order-2 order-md-1"> <button class="content-item btn-reset ml-4 d-none d-md-block" data-toggle="modal" data-target="#vimeo-player-modal" data-url="https://player.vimeo.com/video/329189509?autoplay=1" data-utm_lp="vimeo-what-is-xm-customer-bmw"> <img src="https://www.qualtrics.com/m/assets/wp-content/uploads/2021/12/bmw-optimized.jpeg" class="d-block img-fluid mx-auto" /> </button> </div> <div class="col-md-6 order-1 order-md-2 platform-scroll-animation text-center"> <div class="gsap-fade-in"> <p class="headline-small">Experience Improvement</p> <hr class="hr-thick hr-short bg-gradient-90deg mx-auto mb-4" /> </div> <p class="px-1 px-md-5 mb-4 gsap-fade-in">Continuously evaluate each product, service, process, or system - and make real-time changes to ensure that your offerings not only stay highly competitive, but delight and disrupt.</p> </div> </div> </div> </div> </section>  <a name="how-it-works"></a> <section id="how-it-works" class="shadow-top py-8"> <div class="container text-center"> <div class="gsap-fade-in"> <h2 class="headline-light">How experience management works</h2> <hr class="hr-short hr-thick bg-gradient-90deg mx-auto mb-4"> </div> <div class="row mb-6 gsap-fade-in-children"> <div class="col-8 col-lg mx-auto mb-4 mb-lg-0"> <h3 class="headline-card">1</h3> <p>Understand customer segments and their needs. Design breakthrough experiences for target segments</p> </div> <div class="col-8 col-lg mx-auto mb-4 mb-lg-0"> <h3 class="headline-card">2</h3> <p>Engage key segments using the channels and moments they prefer</p> </div> <div class="col-8 col-lg-3 mx-auto mb-4 mb-lg-0"> <h3 class="headline-card">3</h3> <p>Collect, analyze, and share feedback with managers and teams so they understand how customers and employees feel</p> </div> <div class="col-8 col-lg mx-auto mb-4 mb-lg-0"> <h3 class="headline-card">4</h3> <p>Determine and take the best actions for improvement. Then, automate actions using experience workflows</p> </div> <div class="col-8 col-lg mx-auto mb-4 mb-lg-0"> <h3 class="headline-card">5</h3> <p>Save and share workflows with other teams, departments, or locations</p> </div> </div> <div class="embed-responsive embed-responsive-16by9"> <iframe allowtransparency="true" class="embed-responsive-item" lang="en" title="Vimeo Video Player" src="https://player.vimeo.com/video/492164329?autoplay=1&loop=1&autopause=0" data-ready="false" allow="autoplay; fullscreen"></iframe> </div> </div> </section>  <a name="design-and-improve"></a> <section class="py-8 shadow-top"> <div class="container text-center"> <h2 class="headline-small mb-6 gsap-fade-in">Design + improve the four core experiences</h2> <div class="position-relative"> <ul id="four-xm-nav" class="nav nav-tabs row gsap-fade-in-children" id="myTab" role="tablist"> <li class="nav-item col-6 col-sm-3"> <a class="nav-link active" id="customer-xm-tab" data-toggle="tab" data-indicator-color="cx" href="#customer-xm" role="tab" aria-controls="customer-xm" aria-selected="true"><strong>CustomerXM</strong></a> </li> <li class="nav-item col-6 col-sm-3"> <a class="nav-link " id="employee-xm-tab" data-toggle="tab" data-indicator-color="ex" href="#employee-xm" role="tab" aria-controls="employee-xm" aria-selected="true"><strong>EmployeeXM</strong></a> </li> <li class="nav-item col-6 col-sm-3"> <a class="nav-link " id="product-xm-tab" data-toggle="tab" data-indicator-color="px" href="#product-xm" role="tab" aria-controls="product-xm" aria-selected="true"><strong>ProductXM</strong></a> </li> <li class="nav-item col-6 col-sm-3"> <a class="nav-link " id="brand-xm-tab" data-toggle="tab" data-indicator-color="bx" href="#brand-xm" role="tab" aria-controls="brand-xm" aria-selected="true"><strong>BrandXM</strong></a> </li> </ul> <hr id="four-xm-nav-indicator"> </div> <div class="tab-content text-left"> <div class="pt-6 tab-pane fade show active" id="customer-xm" role="tabpanel" aria-labelledby="customer-xm-tab"> <div class="row"> <div class="col-md-4 pb-5 pb-md-0 d-flex flex-column align-items-center"> <img class="d-block img-fluid mb-5" src="https://www.qualtrics.com/m/cx.svg" alt="Qualtrics CustomerXM"> <button class="btn-reset video-play mb-5 mt-0 d-block" data-toggle="modal" data-target="#vimeo-player-modal" data-url="https://player.vimeo.com/video/205949760?autoplay=1" data-utm_lp="vimeo-xm-cx"> <div class="video-overlay"></div> <div class="video-bg" style="background-image: url('https://www.qualtrics.com/m/homepage/cx-v2.png');"> </div> <div class="video-btn-content"> <span class="headline-eyebrow hover-text text-center text-white d-block mx-auto">The <br>JetBlue<br> Story</span> <div class="btn-play-alt d-block mx-auto" style="background-image: url('https://www.qualtrics.com/m/homepage/Group-5752-final.svg');"> </div> </div> </button> <a class="btn btn-arrow" href="/experience-management/customer/">Learn more about Customer XM</a> </div> <div class="col-md-4 pb-5 pb-md-0"> <h3 class="headline-card">Experience Design</h3> <p><strong>Re-think and re-invent the experiences you deliver to your customers</strong></p> <ul class="list-plus"> <li>What’s the ideal process for someone who loses their card?</li> <li>What channels do our customers prefer to use when looking for support?</li> <li>How would a new video chat feature impact customer loyalty?</li> <li>Which customer segments are most likely to use video chat?</li> </ul> </div> <div class="col-md-4 pb-5 pb-md-0"> <h3 class="headline-card">Experience Improvement</h3> <p><strong>Hunt down and close experience gaps to continually exceed customer expectations</strong></p> <ul class="list-plus"> <li>Which products do our agents need better training on?</li> <li>Which common issues can we solve automatically to reduce support calls?</li> <li>Which touchpoints in the customer journey have the lowest satisfaction levels?</li> <li>How can we identify customers who need support and reach out proactively?</li> </ul> </div> </div> </div> <div class="pt-6 tab-pane fade " id="employee-xm" role="tabpanel" aria-labelledby="employee-xm-tab"> <div class="row"> <div class="col-md-4 pb-5 pb-md-0 d-flex flex-column align-items-center"> <img class="d-block img-fluid mb-5" src="https://www.qualtrics.com/m/ex.svg" alt="Qualtrics CustomerXM"> <button class="btn-reset video-play mb-5 mt-0 d-block" data-toggle="modal" data-target="#vimeo-player-modal" data-url="https://player.vimeo.com/video/260476731?autoplay=1" data-utm_lp="vimeo-xm-cx"> <div class="video-overlay"></div> <div class="video-bg" style="background-image: url('https://www.qualtrics.com/m/homepage/Ex-v2.png');"> </div> <div class="video-btn-content"> <span class="headline-eyebrow hover-text text-center text-white d-block mx-auto">The <br>VW<br> Story</span> <div class="btn-play-alt d-block mx-auto" style="background-image: url('https://www.qualtrics.com/m/homepage/Group-5754-final.svg');"> </div> </div> </button> <a class="btn btn-arrow" href="/experience-management/employee/">Learn more about Employee XM</a> </div> <div class="col-md-4 pb-5 pb-md-0"> <h3 class="headline-card">Experience Design</h3> <p><strong>Design a workplace experience that drives engagement and productivity</strong></p> <ul class="list-plus"> <li>Of all the options, which employee benefits actually impact retention?</li> <li>Which onboarding experiences will lead to immediate engagement?</li> <li>Which elements of our culture do we need to re-think for next year?</li> <li>Which IT processes can we eliminate or improve to drive productivity?</li> </ul> </div> <div class="col-md-4 pb-5 pb-md-0"> <h3 class="headline-card">Experience Improvement</h3> <p><strong>Continually improve the experience and respond to the changing needs of your people</strong></p> <ul class="list-plus"> <li>Which teams have the lowest engagement scores?</li> <li>Which managers need coaching, and about what?</li> <li>Which new benefits should we add for the year ahead?</li> <li>Where are their skills gaps and what kind of training do employees need next?</li> </ul> </div> </div> </div> <div class="pt-6 tab-pane fade " id="product-xm" role="tabpanel" aria-labelledby="product-xm-tab"> <div class="row"> <div class="col-md-4 pb-5 pb-md-0 d-flex flex-column align-items-center"> <img class="d-block img-fluid mb-5" src="https://www.qualtrics.com/m/px.svg" alt="Qualtrics CustomerXM"> <button class="btn-reset video-play mb-5 mt-0 d-block" data-toggle="modal" data-target="#vimeo-player-modal" data-url="https://player.vimeo.com/video/272134676?autoplay=1" data-utm_lp="vimeo-xm-cx"> <div class="video-overlay"></div> <div class="video-bg" style="background-image: url('https://www.qualtrics.com/m/homepage/design-xm-v2-2x.png');"> </div> <div class="video-btn-content"> <span class="headline-eyebrow hover-text text-center text-white d-block mx-auto">The <br>Chobani<br> Story</span> <div class="btn-play-alt d-block mx-auto" style="background-image: url('https://www.qualtrics.com/m/homepage/Group-5753-final.svg');"> </div> </div> </button> <a class="btn btn-arrow" href="/experience-management/product/">Learn more about Product XM</a> </div> <div class="col-md-4 pb-5 pb-md-0"> <h3 class="headline-card">Experience Design</h3> <p><strong>Uncover unmet market needs and design the products people want next.</strong></p> <ul class="list-plus"> <li>Which segment feels the most underserved: enterprise or consumer?</li> <li>Which feature/price combination will encourage consumers to switch to our router?</li> <li>Which security features are mission critical for this segment?</li> <li>How will price affect perception of quality?</li> </ul> </div> <div class="col-md-4 pb-5 pb-md-0"> <h3 class="headline-card">Experience Improvement</h3> <p><strong>Continuously iterate and improve your products to stay highly competitive</strong></p> <ul class="list-plus"> <li>Which bugs are customers experiencing and how should we prioritize?</li> <li>How does pricing need to change to stay competitive?</li> <li>Which new features should be prioritized in the next firmware update?</li> <li>Why are users not opting-in for premium support with this model?</li> </ul> </div> </div> </div> <div class="pt-6 tab-pane fade " id="brand-xm" role="tabpanel" aria-labelledby="brand-xm-tab"> <div class="row"> <div class="col-md-4 pb-5 pb-md-0 d-flex flex-column align-items-center"> <img class="d-block img-fluid mb-5" src="https://www.qualtrics.com/m/bx.svg" alt="Qualtrics CustomerXM"> <button class="btn-reset video-play mb-5 mt-0 d-block" data-toggle="modal" data-target="#vimeo-player-modal" data-url="https://player.vimeo.com/video/329198097?autoplay=1" data-utm_lp="vimeo-xm-cx"> <div class="video-overlay"></div> <div class="video-bg" style="background-image: url('https://www.qualtrics.com/m/homepage/BX-v2.png');"> </div> <div class="video-btn-content"> <span class="headline-eyebrow hover-text text-center text-white d-block mx-auto">The <br>L. L. Bean<br> Story</span> <div class="btn-play-alt d-block mx-auto" style="background-image: url('https://www.qualtrics.com/m/homepage/Group-5755-final.svg');"> </div> </div> </button> <a class="btn btn-arrow" href="/experience-management/brand/">Learn more about Brand XM</a> </div> <div class="col-md-4 pb-5 pb-md-0"> <h3 class="headline-card">Experience Design</h3> <p><strong>Drive brand loyalty with new, disruptive experiences that delight</strong></p> <ul class="list-plus"> <li>How do consumers view our electric car offering compared to competitors?</li> <li>How do target consumers prioritize environmentalism or vehicle appearance?</li> <li>How deeply can we discount the previous model without affecting brand perception?</li> <li>Which specific feature should we highlight in our new TV spot?</li> </ul> </div> <div class="col-md-4 pb-5 pb-md-0"> <h3 class="headline-card">Experience Improvement</h3> <p><strong>Respond to changes in your market through continuous improvement to the brand experience</strong></p> <ul class="list-plus"> <li>Did the last campaign measurably increase awareness?</li> <li>Where do we stack in brand perception on safety related to competitors?</li> <li>How should we adjust our messaging on the autonomous driving feature?</li> <li>How is the extended warranty upsell experience affecting brand perception?</li> </ul> </div> </div> </div> </div> </div> </section>  <section class="pt-8 pb-5 shadow-top"> <div class="container"> <div class="row text-center mb-7"> <div class="col-md-10 mx-auto"> <img class="icon icon-size-9 d-block mx-auto mb-3 gsap-fade-in" src="https://qualtrics-www.s3.amazonaws.com/xm-os.svg" alt="XM os"> <div class="gsap-fade-in"> <h2 class="headline-small">The operating system for the experience economy</h2> <hr class="hr-short hr-thick bg-gradient-90deg mx-auto mb-4"> </div> <p class="feature-module gsap-fade-in">Qualtrics XM is the backbone of the world’s most successful companies. Our secure, agile, easy-to-use platform is a common framework for entire companies to design and improve customer and employee experiences - and to consistently drive innovation in a world where people demand ever more from products, brands, and experiences.</p> </div> </div> <div class="row"> <div class="col d-flex flex-column" style="max-width: 80px;"> <div class="border border-black border-leaf text-center square d-flex align-items-center justify-content-center mx-auto" style="width: 45px;"> <h3 class="position-absolute headline-card">1</h3> </div> <div class="flex-grow-1 my-2"> <div class="mx-auto border-left border-black gsap-expand-scrub" style="width: 0;"></div> </div> </div> <div class="col pb-7"> <div class="row"> <div class="col-lg-6 pb-4 pb-lg-0"> <h3 class="headline-card gsap-fade-in">Listen + Remember</h3> <p class="gsap-fade-in">Get to know every stakeholder so you can deliver hyper-personalized experiences. When someone says something about your company you can capture it and store it in the Experience Management Platform™. Over time, you’ll build up detailed profiles of your customers, employees, and any other stakeholder to know exactly what they like, need, and how every interaction with your company made them feel.</p> <div class="border border-gray-medium rounded p-4 gsap-fade-in"> <div class="row"> <div class="col-sm-3 d-flex align-items-center justify-content-center mb-3 mb-sm-0"> <img class="icon icon-size-8 d-block mx-auto" src="https://www.qualtrics.com/m/xm-d.svg" alt="XM-d logo"> </div> <div class="col-sm-9"> <p class="mb-2">A single system of record for every interaction across the organization.</p> <a class="btn btn-arrow" href="/xm-directory/">Learn More</a> </div> </div> </div> </div> <div class="col-xl-5 offset-xl-1 col-lg-6 gsap-fade-in"> <img class="img-fluid" src="https://www.qualtrics.com/m/assets/wp-content/uploads/2020/12/xm-alacrity-directory.png" alt="Product screenshot: create a segment"> </div> </div> </div> </div> <div class="row"> <div class="col d-flex flex-column" style="max-width: 80px;"> <div class="border border-black border-leaf text-center square d-flex align-items-center justify-content-center mx-auto" style="width: 45px;"> <h3 class="position-absolute headline-card">2</h3> </div> <div class="flex-grow-1 my-2"> <div class="mx-auto border-left border-black gsap-expand-scrub" style="width: 0;"></div> </div> </div> <div class="col pb-7"> <div class="row"> <div class="col-lg-6 pb-4 pb-lg-0"> <h3 class="headline-card gsap-fade-in">Process + Understand</h3> <p class="gsap-fade-in">See which actions to take next, thanks to a powerful analytics engine that works in the background 24/7. Experience Management takes all your data on what people said, how they feel, and what they did and uses it to model the impact of your actions. The end result is recommendations delivered in plain language to people across the business so they know exactly what to do to design and improve the experience.</p> <div class="border border-gray-medium rounded p-4 gsap-fade-in"> <div class="row"> <div class="col-sm-3 d-flex align-items-center justify-content-center mb-3 mb-sm-0"> <img class="icon icon-size-9 d-block mx-auto" src="https://www.qualtrics.com/m/iq.svg" alt="iQ logo"> </div> <div class="col-sm-9"> <p class="mb-2">Powerful, predictive analytics that make sense of your entire dataset, and proactively recommend the actions to take next.</p> <a class="btn btn-arrow" href="/iq/">Learn More</a> </div> </div> </div> </div> <div class="col-xl-5 offset-xl-1 col-lg-6 gsap-fade-in"> <img class="img-fluid" src="https://www.qualtrics.com/m/assets/wp-content/uploads/2020/12/xm-topic-breakdown-3.png" alt="Product screenshot: break down feedback into topics"> </div> </div> </div> </div> <div class="row"> <div class="col d-flex flex-column" style="max-width: 80px;"> <div class="border border-black border-leaf text-center square d-flex align-items-center justify-content-center mx-auto" style="width: 45px;"> <h3 class="position-absolute headline-card">3</h3> </div> </div> <div class="col pb-7"> <div class="row"> <div class="col-lg-6 pb-4 pb-lg-0"> <h3 class="headline-card gsap-fade-in">Build a culture of action</h3> <p class="gsap-fade-in">Make taking action an automatic response, right across the organization. From triggering actions that impact millions of customers to take place automatically, to alerting the right person in the organization to what they need to do next, it makes taking action scalable.</p> <div class="border border-gray-medium rounded p-4 gsap-fade-in"> <div class="row"> <div class="col-sm-3 d-flex align-items-center justify-content-center mb-3 mb-sm-0"> <img class="icon icon-size-6 d-block mx-auto" src="https://www.qualtrics.com/m/xflow-logo.svg" alt="xflow logo"> </div> <div class="col-sm-9"> <p class="mb-2">Intelligent, customizable workflows automatically alert the right people, and trigger actions in every part of the organization.</p> <a class="btn btn-arrow" href="/xflow/">Learn More</a> </div> </div> </div> </div> <div class="col-xl-5 offset-xl-1 col-lg-6 gsap-fade-in"> <img class="img-fluid" src="https://www.qualtrics.com/m/assets/wp-content/uploads/2020/12/xm-automatic-responses-3.png" alt="Product screenshot: trigger actions in various apps"> </div> </div> </div> </div> </div> </section>  <section class="py-7 bg-gradient-90deg text-white"> <div class="container"> <div class="d-lg-flex align-items-center justify-content-center text-center"> <h2 class="headline-small mb-4 mb-lg-0 mr-0 mr-lg-5">Get started on the #1 XM platform</h2> <div class="flex-shrink-1 d-flex justify-content-center"> <button class="btn btn-white" data-toggle="modal" data-target="#marketo-embedded-modal" data-gatext="request-demo-button" data-action="Request Demo" data-details="Experience Management">Request Demo</button> <a name="frequently-asked-questions"></a> </div> </div> </div> </section>  <section class="py-7"> <div class="container"> <h2 class="headline-small text-center">Frequently asked questions</h2> <hr class="hr-short hr-thick bg-gradient-90deg mx-auto mb-6"> <div id="faq" class="accordion"> <div class="accordion-item"> <button class="btn-reset" data-toggle="collapse" data-target="#faq-0"><strong>How does XM work?</strong></button> <div id="faq-0" class="collapse" data-parent="#faq"> <p>Experience Management (XM) is a holistic approach to listening to the voice of customers, employees, and other stakeholders and using the knowledge, understanding and insights to design and improve the experiences you deliver. It’s used by organizations to launch new experiences based on powerful market research to uncover unmet customer and employee needs, and then to continually optimize those experiences as their market and their stakeholders’ needs change.</a> </div> </div> <div class="accordion-item"> <button class="btn-reset" data-toggle="collapse" data-target="#faq-1"><strong>Who is XM for?</strong></button> <div id="faq-1" class="collapse" data-parent="#faq"> <p>Experience Management is for everyone in the organization. From product and marketing teams, to customer care, HR, and frontline staff, everyone in the workplace today is responsible for designing and delivering experiences. Experience management is designed to provide everyone across the organization with detailed insights and recommended actions to play their part in delivering world-class experiences to both customers and employees. With integrations into your existing workplace technology, it plugs in to the fabric of the organization, to make taking action to design and improve the experience an automatic response right across the organization.</a> </div> </div> <div class="accordion-item"> <button class="btn-reset" data-toggle="collapse" data-target="#faq-2"><strong>What are the benefits of XM?</strong></button> <div id="faq-2" class="collapse" data-parent="#faq"> <p>How long have you got?! When you deliver the experiences people need, they reward you with both their business and their loyalty. Our customers have used experience management to reduce churn, improve employee engagement, increase customer lifetime value, boost brand awareness, increase sales, and much more. <br><a class="btn btn-arrow mt-3" href="/customers/">See our customer stories</a></a> </div> </div> <div class="accordion-item"> <button class="btn-reset" data-toggle="collapse" data-target="#faq-3"><strong>What’s the difference between XM and customer experience?</strong></button> <div id="faq-3" class="collapse" data-parent="#faq"> <p>Legacy customer experience programs tend to rely on limited feedback from a handful of customers — usually directly after a transaction or interaction — and are focused primarily on solving customer problems on a 1:1 level. They’re also focused on tracking a customer experience metric like CSAT or NPS. Experience management on the other hand is about listening to every customer, giving you a detailed understanding of every individual and then using that to take the right actions to exceed customer expectations. Where traditional customer experience is fairly resource-intensive to scale, experience management is easily scalable thanks to automated actions that mean once you’ve identified the best way to close the loop with a customer, you can automate it to take the same actions every time your organization experiences a similar issue.</a> </div> </div> </div> </div> </section> <script src="https://cdnjs.cloudflare.com/ajax/libs/gsap/3.5.1/gsap.min.js"></script> <script src="https://cdnjs.cloudflare.com/ajax/libs/gsap/3.5.1/ScrollTrigger.min.js"></script> <script src="https://www.qualtrics.com/m/assets/dist/js/pages/experience-management.js?v=2"></script> </div>   <footer class="site-footer overflow-hidden" role="contentinfo" data-gacontainer="garegion" data-gatext="footer"> <div class="container text-left"> <div id="main-footer-content" class="row align-items-stretch py-5 py-lg-6 mx-n5"> <div id="footer-subscribe-form" class="col-lg-6 d-flex pl-5 px-md-5 mb-5 mb-lg-0 flex-column"> <iframe 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State)</option><option data-code="HN" data-us-name="Honduras" value="Honduras">Honduras</option><option data-code="HK" data-us-name="Hong Kong, China" value="Hong Kong, China">Hong Kong, China</option><option data-code="HU" data-us-name="Hungary" value="Hungary">Hungary</option><option data-code="IS" data-us-name="Iceland" value="Iceland">Iceland</option><option data-code="IN" data-us-name="India" value="India">India</option><option data-code="ID" data-us-name="Indonesia" value="Indonesia">Indonesia</option><option data-code="IQ" data-us-name="Iraq" value="Iraq">Iraq</option><option data-code="IE" data-us-name="Ireland" value="Ireland">Ireland</option><option data-code="IM" data-us-name="Isle of Man" value="Isle of Man">Isle of Man</option><option data-code="IL" data-us-name="Israel" value="Israel">Israel</option><option data-code="IT" data-us-name="Italy" value="Italy">Italy</option><option data-code="JM" data-us-name="Jamaica" value="Jamaica">Jamaica</option><option data-code="JA" 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