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The Qualtrics XM™ (experience management) Platform provides a solution for capturing, monitoring, analyzing, and acting on feedback to improve customer, employee, brand, and product experiences. Qualtrics CustomerXM, built on Qualtrics XM, allows companies to predict, deliver, measure, and respond specifically to customer needs to improve the customer experience and impact key business outcomes such as customer lifetime value, acquisition, and retention.
Qualtrics commissioned Forrester Consulting to conduct a Total Economic Impact™ (TEI) study and examine the potential return on investment (ROI) enterprises may realize by deploying its customer experience (CX) platform. The purpose of this study is to provide readers with a framework to evaluate the potential financial impact of Qualtrics CustomerXM on their organizations. To better understand the benefits, costs, and risks associated with this investment, Forrester interviewed five enterprise executives with experience using Qualtrics in their companies.
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