KPMG and Qualtrics

The business world is increasingly recognising the immense importance of an outstanding customer experience in order to successfully differentiate itself from the competition and ensure long-term success. This is leading to a growing demand for experience management (XM) services and increased investment in corresponding platforms. In the DACH region, 63 per cent of companies are planning to invest in XM platforms over the next few years. KPMG and Qualtrics provide cross-industry support for customer- and employee-centred corporate management.

Qualtrics, the market leader and founder of the Experience Management category, is a cloud-native software platform that enables organisations to deliver exceptional experiences and build deep relationships with their customers and employees.

The Qualtics platform makes it possible to bundle and analyse information on customer experience, employee engagement, product research, brand experience and market research in one central location - and thus improve the experience in a targeted manner. Using the insights from the analyses, companies can identify and solve the biggest friction points in their business, retain and engage top talent and bring the best possible products and services to market.

Nearly 20,000 organisations around the world already use Qualtrics' advanced AI. Qualtrics accesses experience data from various systems such as SAP, SuccessFactors, ServiceNow or Salesforce and analyses 3.5 billion interactions every year, including call centre conversations, chat transcripts, social media posts, product reviews, survey responses and much more. Qualtrics' current AI innovations utilise a proprietary data archive that is the world's largest database of human emotions and moods.

KPMG and Qualtrics are taking corporate experience management to the next level with an integrated offering. This collaboration combines KPMG's technological and technical expertise in consulting and implementation services with the diverse applications of Qualtrics' AI-based data platform. In addition to implementation, KPMG provides holistic support for companies' complex change processes and analyses the interactions between customers and employees. This opens up completely new possibilities for the needs-based optimisation of customer and employee interaction. Companies can improve their service holistically, adapt it to the expectations of customers and employees and thus increase the service experience and satisfaction.