Qualtrics, a leader in customer experience and experience management, announced Delighted AI which is built directly into the customer experience platform. It’s AI technology to automate the customer feedback process which will give companies more focus on closing feedback loops. It is complementary to Qualtrics’ existing Text iQ enterprise technology.
Today, customer experience programs are not a measurement based on metrics. But, over the past few months, Net Promoter Scores have significantly declined to expose customer experience gaps that have failed companies to identify.
The companies who have continuously listened to their customers have emerged as customer experience leaders in the crisis.
Delighted AI was created based on semantics and themes in the millions of customer feedback that have analyzed been analyzed over several years.
Roxana Turcanu, Growth Director for Adore Me, a New York-based e-commerce company, said “Delighted AI helped the right teams at our company understand customer feedback with more precision than ever before, which has been critical in the middle of a pandemic where we need to adapt and respond even more quickly to our customers’ needs and expectations.”
“We just recently launched a new try-at-home brand called Outlines, and we were able to do so with the help of Delighted AI by capturing and applying feedback early – this enabled us to pivot, at a rate we’ve never been able to do, towards what our customers wanted from our brand.”
Caleb Elston, the co-founder of Delighted, said “Customer experience programs are rapidly evolving as companies have realized that relying on traditional metrics alone does not determine customer success. Instead, the customer experience leaders are winning based on gathering in-the-moment feedback that is immediately actionable and building a culture of continuous listening.”
“We created Delighted AI to empower companies to spend less time configuring, implementing, and analyzing so they can focus on acting on insights faster than any other technology or human could before.”
In 2018, Qualtrics acquired Delighted which enables innovative brands and organizations to implement a customer experience program.