By Mike Romero
Qualtrics, one of Provo’s largest employers, has announced the launch of their Customer Journey Optimizer, a new analytics tool. It helps organizations improve customer experiences by identifying key moments and areas of friction, allowing them to take the right actions to find a solution.
Customer Journey Optimizer provides an omnichannel view of the customer journey, highlighting the customer’s stage, reasons for experience breakdowns, and the impact those breakdowns have on business. Its journey analytics capabilities enable teams to dive deeper into data, understand the impact on different customer segments and channels, and use pre-built integrations to troubleshoot and orchestrate responses.
For example: Credit Union of Colorado successfully utilized Customer Journey Optimizer to enhance digital engagement. They increased adoption of digital banking services, reduced contact center calls, and improved operations by identifying friction points and implementing personalized messaging.
Qualtrics, based in Provo, is the leader and creator of the experience management business category. They are a cloud-native software provider helping organizations identify and resolve points of friction across digital and human touchpoints. With over 18,750 organizations worldwide using Qualtrics’ advanced AI, the company has built the largest database of human sentiment through its experience data. Qualtrics operates globally with headquarters in Provo and Seattle, and has 28 offices worldwide.
The company also spends a vast amount of time and resources giving back. See how Qualtrics raised money to fight cancer last month.
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