2023年2月3日

2023年2月3日，体验管理类别的领导者和创造者Qualtrics宣布，包括农民保险、信安金融和国家雇员信用合作社在内的全球领先金融服务机构在2022年第四季度选择了其体验管理解决方案。当企业希望吸引和留住最优秀的人才并赢得客户时，Qualtrics正在帮助他们创造建立信任和忠诚度的体验。“为了让自己与众不同，金融服务领导者正在与Qualtrics合作，以深入了解他们的客户和员工，并在产品线、渠道和互动中始终提供情境化、同理心化和轻松的体验。”在竞争激烈的经济环境中，对于金融服务组织来说，提供卓越的体验比以往任何时候都更重要，这些体验可以转化为更强大的客户和员工关系以及更好的业务结果。Qualtrics的研究显示，近三分之二(63%)的消费者表示，公司需要更好地倾听他们的意见，38%的员工感到精疲力竭。借助Qualtrics XM平台，金融机构可以分析来自多个来源的反馈，以创建客户和员工旅程的全面图片，识别痛点并采取可量化的结果。Qualtrics金融服务行业全球主管德米特里•宾克维奇(Dmitry Binkevich)表示:“我们越来越清楚的一点是，经验越来越成为金融服务领域竞争的基础。”“为了让自己与众不同，金融服务领导者正在与Qualtrics合作，以深入了解他们的客户和员工，并在产品线、渠道和互动中始终提供情境化、同理心化和轻松的体验。”第四季度的亮点包括:以下组织选择Qualtrics来更好地了解人们的情感、努力和意图，并在各自的领域超越预期:第四季度，Farmers Insurance在其所有联络中心对Qualtrics CX Discover进行了标准化，以便他们能够确定他们为代理人和会员提供的客户服务中最大的摩擦点。借助Discover的人工智能和先进的分析能力，农民将扩大其与客户服务代表的每一次互动的可见性，跨越数百万条记录，以便他们可以改进流程，指导他们的代表，并立即一致地解决问题。 Principal Financial Group® is on a mission to create a unified, modern digital experience for all its customers. They’ve made strategic investments to weave together humanity and technology to deliver relevant and intuitive experiences for customers whenever they engage with their online accounts. The firm chose Qualtrics CX and XM Discover to analyze more than 30 million customer conversations annually, using Discover’s advanced AI capabilities. Principal will be able to bring together feedback from customers at their engagement centers and through digital interactions. The intent is to improve the customer’s experience while also reducing risk and operational costs where possible. State Employees’ Credit Union (SECU), an 85-year-old North Carolina financial institution with more than 7,500 employees, chose Qualtrics Employee XM to transform its employee culture under new leadership, including a new CEO and Chief Culture Officer. The credit union is quickly modernizing its mobile and digital offerings for members, and the leaders believe that it must modernize internally, as well. SECU will use Qualtrics’ EX solution to build strong employee experience and DEI programs that make it a destination employer in the state of North Carolina.