Insights from Qualtrics helped Dow transform its B2B customer journey, resulting in a 20% boost in customer satisfaction Targeted improvements to Dow’s digital commerce platform drove a more than 200% increase in digital transactions PROVO, Utah and SEATTLE, Dec. 19, 2023 /PRNewswire/ — Qualtrics, the leader and creator of the experience management (XM) category, partnered with Dow, a renowned 125-year-old materials science company, to launch a digital transformation that has generated $300 million in value and a 20%improvement in Dow’s customer satisfaction scores. "In the experience economy, the brands that win and continue to stay at the forefront are those that listen to their customers and improve processes across every critical interaction," said Sachin Goregaoker, Chief Product Officer of Qualtrics XM for Digital Frontlines. "We are proud to help Dow realize its goal to make every customer interaction easy, enjoyable, and effective with a data-led enterprise-wide CX strategy." Dow aims to be the most innovative, customer-centric, inclusive and sustainable materials science company in the world, but anticipating customers’ needs and preferences presented challenges given Dow had no centralized CX teams or common CX measures across the enterprise. For B2B organizations like Dow, the "customer" is often made up of […]
Qualtrics Insights Help Dow Unlock $300 Million in Value Through Digital and CX Transformation
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