Experience Management (XM) Platform
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Subject Expert
Adam Cherrington
Research Director
Commentary Summary
User Commentary
We have had a great experience with Qualtrics so far. The product has been what we thought it would...
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Qualtrics has a lot of healthcare bench strengths. Certainly, healthcare is new to them, but...
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We had been talking to Qualtrics for a long time, and we wanted a vendor who could benchmark outside...
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Our executive team is strategically trying to align our employee and caregiver experience....
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Qualtrics has advanced correlations, regressions, and specific capabilities built within the tool so...
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If we want to add a question, we just have to go into the respective survey and add that question,...
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We can send tickets and alerts in real time to respond to patient needs. Surveying the patient or...
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One of our most significant outcomes is being able to cater to the patient experience. We can write...
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The action items and data analytics within the tool are brand new to the network, but the tool is...
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We get a lot for what we pay for. There have been some times when we have asked whether we can do...
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There is so much within the Qualtrics tool, so it is hard to be well versed in all of it. Every day,...
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In the beginning, when we were going through the implementation and integration, we had some...
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We have an account manager, so I have never really had to use phone or web support because I have...
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I really appreciate the partnership and thought leadership that come from Qualtrics. I feel very...
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We appreciate that Qualtris is in not only the healthcare space but also the consumer space. That...
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The ability to reach patients who weren’t able to successfully schedule appointments is something we...
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In terms of our patient experience data, Qualtrics' platform allows us to be flexible about what we...
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Replacing our previous product with Experience Management Platform was a pretty massive change. The...
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The Qualtrics system gives us the ability to do a lot of ad hoc surveying of employees around...
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The one opportunity for improvement is that there are some things that Qualtrics simply doesn’t have...
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Qualtrics has kept all their promises. We haven’t been burned yet. The vendor’s involvement is very...
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I have been told that Qualtrics tends to nickel-and-dime sometimes, but I have not seen that yet...
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I would give the Qualtrics implementation high marks. There is some opportunity for improvement, but...
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Experience Management Platform is good, but it is a little complex for users to understand. It is...
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I have had no complaints from our patients about Experience Management Platform. There are some...
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Experience Management Platform is absolutely part of our long-term plans. We are big Qualtrics...
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The experience of working through our contracting with Qualtrics went very well. The training was a...
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It is pretty easy to customize various things. There are some things that are set in stone, but...
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We have increased our call resolution because of the ticketing system. Our internal leadership and...
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When Qualtrics was a mom-and-pop shop, they were better about avoiding charging, but they don't...
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Working with Qualtrics is good. Their tech support people are basically available 24/7 and are very...
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Qualtrics does keep promises in general. There is sometimes a lag in technical responses, but things...
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We have regular meetings with Qualtrics, and they will update us. They do tend to tell us about...
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We do surveys through the Qualtrics system. We also do coaching and anything that we can bring in...
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I would recommend getting SSO so that organizations can up their user engagement internally. That...
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The updates are pretty painless. I would like to see more product updates. Qualtrics just purchased...
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With the text analytics, some of our staff members think the tool could do more. There is no magic...
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We have automated functions that gather data from us. We set those up during the implementation, and...
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If we lost the solution, people would ask where our data is. Our leaders don't quite understand all...
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The healthcare division of Qualtrics is so new. There has been so much turnover on the vendor's...
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For different types of outpatient services, the flexibility of Qualtrics works really well.
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Qualtrics is very helpful. Their tool is intuitive and easy to use. Our end users really enjoy the...
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We have had positive trend lines and improvements in our outpatient services by using Qualtrics. The...
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Qualtrics' system is very self-driven. We have had a couple of instances where we have requested...
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The outcomes with Qualtrics' system all depend on how people use it. The system is very dependent on...
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Our ability to respond to patients' specific needs is based on how we, as an organization, push and...
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Currently, with Qualtrics' customer support, we have to put a request in to get information, and the...
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The reason we went with Qualtrics was that their platform was very customer focused and driven in...
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Up until we got Qualtrics' system, all of our patient experience work had been done through another...
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Right now, patients receive a text message within an hour of their appointment ending. The text...
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We have seen outcomes because of Qualtrics' follow-up mechanism, which we implemented right away....
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I have dealt with Qualtrics’ support people face-to-face, and they have been very responsive. I have...
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Qualtrics keeps their promises. There were some things that we wanted to achieve that were not...
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Experience Management (XM) Platform is a package. Qualtrics doesn’t nickel-and-dime.
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The one thing I keep hearing over and over from our users is that Experience Management (XM)...
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Our issues have more to do with us than them. The Qualtrics system is so customizable that people...
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Qualtrics has a small healthcare-oriented team, and their executives are very engaged in building...
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If I were giving someone a recommendation to check out Qualtrics, I would tell them that they really...
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Qualtrics is a very smart team, and health systems will learn a lot of things from the vendor's...
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I have had a great experience with Qualtrics. My previous company used them, so their reputation...
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During the implementation, a third-party company, WALKER, sent us videos to cover the material for...
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Qualtrics is somewhat weak in terms of proactive service, but we are still getting to know each...
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The Qualtrics platform requires an investment of time to implement and a commitment from the...
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The ticketing and dashboards work very well. My expectations were low, and Qualtrics exceeded them...
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Qualtrics has a world-class product. The solution is incredibly intuitive and easy to use. I have...
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The challenge that we have had with Qualtrics is that they nickel-and-dime us. That hasn't just been...
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When we expanded our agreement with Qualtrics, we were assigned an implementation team that was a...
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Qualtrics is generally very cutting edge with building new features and capabilities. They have a...
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We have had some challenges with this platform for years that we have voiced to our technical...
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One area of opportunity for Qualtrics is with custom settings. We have had big struggles with those...
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I could rave about our technical account manager. That person has been phenomenal since day one.
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Qualtrics' biggest opportunity would be with having more consistent and deeper dialogue with their...
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We recently received some additional capabilities and features for the system that were aligned with...
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We use the solution to support a variety of online surveys for caregivers. We use this information...
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We have built things like registrations for people who are hosting conferences in the system. We...
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Over the last year, we have been using the solution to register people for COVID-19 tests and...
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We use the solution for all of our continuing medical evaluations for documentation and...
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We have the solution fully integrated with our digital front door. The solution has a standing link...
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There are a couple of small areas in our organization that are using the solution with patients. The...
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In terms of patient experience, Qualtrics supports ad hoc research here and there to help with...
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The product is very easy to use but has a lot of complex issues. There are a lot of complex ways to...
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In the last five years, the vendor has improved their implementations a lot. I would have given the...
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The vendor delivers technology to meet our needs. They have done updates this year, and the changes...
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The system is a research tool that we get insights from, and we have to use the insights to solve...
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Qualtrics sets a price, and that is it. They don’t charge us for every little thing.
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Qualtrics is a wonderful company to work with. They are very responsive. They are doing updates...
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Our CEO really wants healthcare to focus more on consumers. Qualtrics' CEO is confident that the...
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So far, Qualtrics' support has been awesome. Their phone and web support are astounding. I have...
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Recently, Qualtrics' proactive service has been great. We have a whole team of folks who work with...
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We have been really pleased with Qualtrics and their support through the go-live process. Since they...
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Basically all of the training resources are online. Qualtrics has an extensive online library, so we...
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For the initial training and onboarding, the Qualtrics implementation team was just fabulous. It was...
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We are looking to modernize the way we measure patient experience, and we want to really understand...
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I like Qualtrics’ training, education, and responsiveness to our needs. We asked whether something...
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We are looking to gain deeper insights, and we are able to do that with the verbatim comments from...
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We have been doing our drop-in trainings, and the single sign-on works in Qualtrics' solution as...
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In my own experience of taking Qualtrics surveys and the way we have built them, there is a single...
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We haven’t adopted any new technology since our implementation, but we do meet with one of...
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Qualtrics is going to have unstructured data analytics, so further text analytics, but also voice....
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I have regular meetings with Qualtrics' executives, and then I have another regular meeting with my...
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The people on Qualtrics’ implementation team are extremely organized, and that has been the biggest...
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Qualtrics doesn’t nickel-and-dime us. They were willing to negotiate. They understood that one of...
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Qualtrics is almost perfect. We had one issue come up, and the day I found out about it, I told...
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I am frustrated. The things we purchased from Qualtrics were a mess from the very beginning. We feel...
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We had a short timeline for getting things done, and I needed Qualtrics to tell me whether they...
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The Qualtrics system wasn't exactly the way we wanted it to be because the vendor wouldn't build it...
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Since we had to build the system ourselves, we didn't do so in a way that was beneficial because we...
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Experience Management Platform was a brand-new product that would allow us to get the voice of the...
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The implementation could have been an extremely tough and challenging process, particularly in...
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I just wanted an online survey for outpatient services. We heard that Qualtrics had an easy online...
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What compelled us was just the vendor's customer service. I loved all the teams and calls. We are a...
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So far, I have really enjoyed Qualtrics' system. The solution is on par with what we wanted, and...
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The customizing builds and templates have been really helpful. Qualtrics has healthcare-specific...
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The vendor avoided nickel-and-diming up until SAP bought them. From my perspective, that is not how...
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The things I like best about Qualtrics are their culture and their leader. I think their leader has...
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I might be stretching the capability of Qualtrics' system with my business model. We have had some...
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The vendor has strategic business partners that have been trained to deliver the service, but...
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I have no interest in collecting CAHPS surveys with Qualtrics' system. I know that is where they...
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Dashboards are not part of the core basic product, so all we can do is extract the data and bring it...
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The vendor's summits are best in class, but the vendor's third-party training is a little bit...
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We are really happy with the speed of the tool and the reporting. The out-of-the-box reporting is...
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Several factors went into the decision to switch to Qualtrics. The primary reason was that we did...
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Qualtrics has not been a healthcare vendor in the past. They are in other industries in terms of...
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Qualtrics’ ability to respond to crises is exceptional. As soon as they know of an error, they jump...
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We will tell Qualtrics when something does not work. When that happens, they put it on their...
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One of the concerns we have with Qualtrics is survey return size. We noticed an immediate drop from...
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The system's experience dashboard is highly customizable. We were able to take what they were doing...
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There are some things with the product that are in obvious need of contract addendums, but it is...
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Qualtrics has base-camp videos that are like canned training, but in terms of training on our...
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There are pieces that deal with the ability to get the data out of the system’s dashboards that are...
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Qualtrics’ tools are very user friendly. We have trained our operations staff to use them. One of...
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The reporting is wonderful. Other colleagues know we are using the Qualtrics system and are happy...
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Our relationship with Qualtrics is great. They are wonderful to work with. We have contact with an...
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Qualtrics is very proactive about any new tools that they have. They have a ton of meetings with all...
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Qualtrics has been super flexible in the way they charge us. We had a budget, but we also didn’t...
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We do not currently have alerts set up, but the system does have that capability. There is a lot...
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We measure our provider network experience with us. We also launched a kind of account experience...
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We have the ability to leverage tickets. Based on a response to a given question, we can design the...
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The outcome we have achieved has been the improvement in our NPS, which is our key metric for the...
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The depth and breadth of what we are able to do as an in-house market research team using the...
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Probably the area with the most opportunity in Qualtrics' software is around reporting. Their...
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During the COVID-19 pandemic, we used Experience Management to survey our staff members and get...
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I wish that the solution were cheaper, but we haven't received any unexpected costs. The vendor has...
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Qualtrics makes sure that we receive what we were promised. Experience Management works exactly the...
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Qualtrics has a learning community and all kinds of free webinars. They also have lot of different...
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The solution can be used as a standalone product, but I wish that it could do more to collect...
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It takes a while to learn how the solution works. It can be a little difficult for end users to know...
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I don't know whether we have received any executive involvement, but our Qualtrics contact has been...
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