In this era of digital world, Customers presence is spread across various channels and across multiple applications and it’s not a surprise to know that majority of customers are using various digital channels for Online purchases, discussions, share feedback, concerns, etc. and expect results near real time. Hence it’s very important for organizations to go along with customer and be present in all the channels and provide seamless experience across each touchpoint to delight customers and build reputation towards outstanding Customer Experience. Customer experience management is very critical for the organizations to ensure customer loyalty and retention This has driven Organizations to strategize their investments and allocations towards CX in their digital transformation journey.
To help organizations meet the customer expectations in their digital journey, Partner Companies have been acquiring market leading digital products and integrating them with their home grown products to deliver an end to end seamless experience. SAP Announced its plan to acquire Qualtrics for $8 billion (the biggest acquisition in its four decades’ history) on Nov 12,2018. SAP has been investing heavily in CX area and has grouped all the interconnected CX Products as a C/4 HANA offering to provide unified customer experience. While we wait for SAP to provide a roadmap for Qualtrics, we have tried to provide our point of view on how Qualtrics can add value to the existing C/4 HANA Offerings (C4C, yMarketing…).
Qualtrics has been recognized as a 2018 top rated Customer experience management platform by Trust Radius.
Qualtrics is one of the top rated customer experience management tool that can be used to collect and analyze customer feedback and provide actionable insights to improve the Customer Engagement Experience.
Key Product Offerings:
- Customer Experience
- Employee Experience
- Research Core
- Qualtrics IQ
- Brand Experience
- Product Experience
- Research On Demand
Out of these above key offerings of Qualtrics, Customer Experience Capability can be used to enrich the existing SAP C/4 HANA Offerings.Some of the key features of the Customer Experience Offerings are listed below:
Below are the some of the use cases where Qualtrics can add value to C/4 HANA Offerings: