Why does XM (Exprience Management) matter?


Pls watch the video first..

For decades, businesses have depended on Operational Data (O-data) — hard numbers like costs, accounting, and sales — to inform their business decisions. But O-data only tells you what has happened — it doesn’t tell you why.
To understand why things happen, you need to understand the thoughts and emotions of the people involved. We call that information Experience Data (X-data).

Experience management software makes it possible for you to combine O-data and X-data to ensure that every business decision is based on both facts and the intangibles.

There is 3 steps to follow

Measure. Predict. Improve.
The 3 steps to XM mastery

1- Measure every experience that matters
Emotions and sentiments can change at a moment’s notice. Gathering X-data is an ongoing process to solicit feedback from the right people, at the right time, and for the right reasons.

2- Get predictive with detailed analytics
While feedback might often seem fragmented, powerful AI and machine learning uncovers hidden insights and patterns that help identify actions that can be taken to prevent potential problems from surfacing.

3- Act and optimize
Insights are only valuable in the hands of the people that can take drive action and drive improvements. Sharing insights with the right people, setting action plans, and tracking improvements is how XM drives business results.

The world’s leading experience management (XM) platform
With Qualtrics XM you can create, monitor and manage every experience on a single platform. Our robust suite of research and feedback tools makes it easy to gather X-data, and combine it with your O-data that we pull from your existing business systems such as HRIS, CRM and web analytics. Our advanced artificial intelligence and machine learning helps uncover deep insights and makes connections between your customer, employee, product and brand experiences to help close experience gaps and drive value back to the bottom line.


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