Materials science company Dow has reported its Qualtrics-powered digital transformation has helped generate $300m in value. The company has used Qualtrics Digital CX and the Qualtrics XM Institute CX Maturity assessment to improve customer experience (CX). Dow used the Qualtrics tools to identify how it could improve the effectiveness of its online and digital properties. This has led to the development of an artificial intelligence (AI)-powered digital capability that enables customers to create new products faster using Dow’s formulation visualisation and predictive modelling tools. Dow said it used Qualtrics XM for Customer Frontlines to assess multiple customer personas spanning their customer journeys to understand the unique needs of each Dow customer. According to Qualtrics, customisable data displays were used to analyse and publish key results internally, which increased transparency across the organisation and enabled the CX team to measure how customer experience progressed over time. Dow compared these CX insights with operational and financial metrics such as on-time delivery, product availability and revenue growth to understand correlations and opportunities for improvement. These insights helped to inform decision-makers on changes that could be made to the customer journey, including the implementation of new shipment visibility and tracking capabilities, upgrades to […]
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