02 Innovación - Qualtrics
Qualtrics C/4HANA11 Septiembre
Encuesta realizada por Bain & Company entrevistando a 362 empresas y sus clientes? ¡Y la investigación fue realizada porFrederick F. Reichheld, inventor del concepto NPS!80%de los CEOscreen queentreganexperienciasinigualables8%de los clientesestan de acuerdoBain & Company via Craig McVoy, CCXP: No se puede mostrar la imagen.
InteraccionesaisladasSistemas ensilosExperienciadesconocida
Usando el poder de X & OeXperience¿Por qué estan pasando las cosas?El factor humano:retroalimentación,emociones ysentimientos.X-data ayuda a descubrir qué es lo másimportante para los clientesOperational¿Que esta pasando?Información sobre susoperaciones diarias, comoventas, finanzas, ganancias,perdidas, etc.O-data te ayuda adirigir su negocio
Customer JourneyEventCall centerSocial MediaEmailBannerStore pickupBusquedaCompraUsoSoporteRecompraMobile toLealtad
EXPERIENCE MANAGEMENTYour customer knows best. The best run SAP.ESCUCHARENTENDERACTUARRecopile datos de experiencia declientes en cada punto decontacto significativo.Encuentra tendencias ocultas yautomáticamente obtengarecomendaciones sobre qué hacer alrespecto.Cerrar las brechas en la experiencia. Llevelos datos X y O a los sistemas operativos yprocesos de negocio para crearexperiencias atractivas.
BeneficiosINCREASE NPSINCREASE CUSTOMER ENGAGEMENT ANDSATISFACTION SCOREINCREASE CLICK-THROUGH ANDCONVERSION RATESCONVERSION RATEINCREASE ORDER VALUEREDUCE WEBSITE/ CART ABANDONMENTBUSINESSOUTCOMESREDUCE UNSUBSCRIBE RATEREDUCE BOUNCE RATEREDUCE CHURN
Customer BuyingExperienceCX O
Customer isbrowsing website
ATIONREVENUEVALUERESOLUTIONSENTIMENTSearching for the bike,customer has beeninterested in for some timeACTIONINSIGHTS
ATIONCX O interceptPowered by Qualtrics,user enters hisbrowsing experienceright in the S
ATIONREVENUEVALUECX O interceptPowered by Qualtrics, user enters hisbrowsing experience right in the momentRESOLUTIONSENTIMENTACTIONINSIGHTS
CX O interceptPowered by Customer Data Cloud andQualtrics, company is recognizing he hasbeen visiting the site for 3rd time and pushesan Offer after completing a survey
ATIONREVENUEVALUERESOLUTIONSENTIMENTACTIONINSIGHTS user is asked to provide moreinformation about himself
ATION his interests, REVENUEVALUERESOLUTIONSENTIMENTACTIONINSIGHTS
and to provide consent via CDC forpersonalized promotions
ATIONMarketing Cloud triggers apersonalized E-Mail offer based on thefeedback HTS
Personalized browsingExperience based on the offerreceived
OCheck UERESOLUTIONSENTIMENTACTIONINSIGHTSBefore being able to proceed withthe checkout
OCheck UERESOLUTIONSENTIMENTACTIONINSIGHTS Customer has to register.CDC integration offering socialregistration and collecting consentfrom Customer
OCheck UERESOLUTIONSENTIMENTACTIONINSIGHTSCX O InterceptPowered by Qualtrics and theAmbassador program, before leavingthe page Customer is being presentedan offer to join and avail benefits
OCheck outXAFFINITYINTERESTPROPENSITYMOTIVATIONMarketing Cloud triggers apersonalized E-Mail offer formembers of the TIONINSIGHTS
PositiveFeedbackOXAFFINITYINTERESTCX O SurveyCustomer rates hisproduct experiencepositively TACTIONINSIGHTS
X O Survey and wants to share thisexperience with his friends
NegativeFeedbackOXAFFINITYINTERESTCX O SurveyCustomer rates the satisfactionin a negative way TACTIONINSIGHTS
X O Survey and has the opportunity to sharewith the Company what wentwrong
OXBringing Insightsand ALUERESOLUTIONSENTIMENTACTIONINSIGHTSCX O Insights to ActionThe Executive Summarygives the Head of Marketingthe possibility to drill intoNPS per region
OXBringing Insightsand ALUERESOLUTIONSENTIMENTACTIONINSIGHTSCX O Insights to ActionPowered by Qualtrics, Head ofMarketing gets insights in theconversion rate from website visitorsas well as
OXBringing Insightsand ALUERESOLUTIONSENTIMENTACTIONINSIGHTSCX O Insights to Action how Ambassadors are takingthe opportunity to share theirexperiences on social channels
OXAFFINITYINTERESTPROPENSITYMOTIVATIONBringing Insightsand Action and the option to leverageprescriptive insights to take allInsights collected during thecustomer journey and turn them IGHTS
ATIONPersonalized OfferPowered by Qualtrics, MarketingCloud sends an offer to IONINSIGHTS
Angelica LópezCX Presales ManagerSAP Customer ExperienceMexicoE: angelica.lopez@sap.comM: 52 1 55 28556293M: 52 1 55 32333381
CX O Intercept Powered by Qualtrics and the Ambassador program, before leaving the page Customer is being presented an offer to join and avail benefits Check out. INTEREST MOTIVATION AFFINITY PROPENSITY X O VALUE REVENUE SENTIMENT RESOLUTION INSIGHTS ACT
Using Qualtrics: Please schedule a one-on-one or group Qualtrics demonstration with the Assessment team prior to using Qualtrics. All surveys must be shared with the Qualtrics group SA/EM For more information on joining the group and sharing surveys, please refer to the Student Affairs Qualtrics Instruction Manual.
Qualtrics Research Suite, Qualtrics 360, and Qualtrics Site Intercept. OVERVIEW OF DATA SECURITY Qualtrics’ most important concern is the protection and reliability of customer data. Our servers are protected by high-end firewall systems, and vulnerability scans are performed regularly. All services have quick failover points and redundantFile Size: 1MB
Qualtrics Survey Guide This guide will help you with creating a basic survey using Qualtrics. Qualtrics software enables users to do many kinds of online data collection and analysis including market research, customer satisfaction and loyalty, product and concept testing, employee evaluations and website feedback. Logging into Qualtrics 1.
The best way to get to know Qualtrics is by using and experimenting with Qualtrics! With all of the different options available, you will be able to create a customized survey that fits your needs by the end of this workshop! Getting Started Logging Into Qualtrics 1. Go to wright.qualtrics.com. 2. Enter your campus 'w' username and password. 3.
3 products for online data collection: the Qualtrics Research Suite, Qualtrics 360, and Qualtrics Site Intercept. OVERVIEW OF DATA SECURITY Our servers have been tried and tested by Apple, Ebay and other clients that demand high level data security. Service hostin
Research Suite, Qualtrics 360 (Employee Engagement), and Qualtrics Site Intercept. Surveys are usually taken online within a web browser, however SMS surveys are also available. OVERVIEW OF OUR DATA SECURITY Qualtrics’ most important concerns are the protection and r
Qualtrics Products Research Suite Qualtrics Vocalize Site Intercept Target Audience Online Sample Qualtrics 360 Employee Engagement o Award-winning training and support o Real-time reporting o Professi
Clayton State University has purchased a campus license to Qualtrics. Both faculty and students can use Qualtrics to create surveys that contain many different types of questions and formats then analyze the results using Qualtrics itself or by downloading the data to Excel. Users can also collaborate easily on surveys. New Users
