March has been a busy month for CX with multiple customer wins, merger and acquisition activity, and funding announcements. Additionally, the past few weeks have seen several interesting solution announcements from CX technology providers in the customer insights and feedback segment. All three of these announcements tie into some of the market drivers Dash Research identifies in its upcoming report on Customer Insights and Feedback, particularly:
- The move to digital has created an enormous number of channels and sources for feedback
- Artificial intelligence (AI) technologies are allowing for the streamlining of analysis, more successful leveraging of unstructured data, and the development of more novel collection methods
Medallia Launches Athena Studio
Medallia launched Athena Studio, which helps organizations create customized AI models and analytics for unstructured data without any coding. This new functionality uses AI and machine learning (ML) to help companies get started with text analytics; rapidly create and train new models; identify patterns and trends in open text documents; automate business processes with pre-built integrations; and integrate data from hundreds of applications. Sarika Khanna, Medallia EVP and Chief Product Officer, says, “The introduction of Medallia Athena Studio is another leap forward in making data science and model customization more accessible to organizations of all sizes. Companies shouldn’t have to invest six months and a full team of analysts to get value out of unstructured data. With Athena Studio, companies can build, train, and customize complex AI and machine learning models to enable text and conversation analytics within hours and days, not months.”
Vurvey Announces Vurvey QR
Vurvey QR was introduced by Vurvey, a provider of co-creation platforms. “Vurvey QR enables companies to connect with consumers in an entirely new way and it makes it easy to place QR codes on product packaging, instantly turning any product into an opportunity for customer feedback,” says Chad Reynolds, founder and CEO of Vurvey. “Largely driven by the pandemic, QR code use has soared in recent years and has been widely adopted by consumers due to its ability to enhance shopping experiences. We’ve also found QR codes make it significantly easier for customers to provide reviews and feedback.”
Qualtrics Introduces DX Metrics
Qualtrics announced that Digital Experience Metrics (DX Metrics) would be generally available in Q2 2022. DX Metrics is aimed at measuring how a customer’s digital experience across an organization’s website, mobile apps, digital marketing, and social channels impacts spending. It is built into Qualtrics CustomerXM, and includes scientifically validated questions that measure emotion (measured by customer satisfaction), effort (measured by how easy or difficult was it to complete a task) and success (measured by task completion). According to Brad Anderson, president of product and services at Qualtrics, “Creating great experiences, even in traditionally impersonal digital channels, is a critical differentiator for every business today. Digital Experience Metrics connect customer sentiment to financial impact, helping organizations understand how investing in better digital experiences based on individual feedback can impact their bottom line.”
Author Information
As a detail-oriented researcher, Sherril is expert at discovering, gathering and compiling industry and market data to create clear, actionable market and competitive intelligence. With deep experience in market analysis and segmentation she is a consummate collaborator with strong communication skills adept at supporting and forming relationships with cross-functional teams in all levels of organizations.
She brings more than 20 years of experience in technology research and marketing; prior to her current role, she was a Research Analyst at Omdia, authoring market and ecosystem reports on Artificial Intelligence, Robotics, and User Interface technologies. Sherril was previously Manager of Market Research at Intrado Life and Safety, providing competitive analysis and intelligence, business development support, and analyst relations.
Sherril holds a Master of Business Administration in Marketing from University of Colorado, Boulder and a Bachelor of Arts in Psychology from Rutgers University.
