Story
Qualtrics
AmgenAmgen Runs Research and Listening with Qualtrics
Amgen, a health care organization in the United States, uses Qualtrics Discover from Qualtrics to support research and listening for CX and people teams.
CX and people teams at Amgen review experience feedback in Qualtrics Discover rather than in personal files.
“From the United States, health care teams still had to serve customers and internal partners who expected a straight answer.”
“Qualtrics is an experience management platform for surveys, feedback, and journey insights across customers and employees.”
Independent write-up. Figures come from public sources or are illustrative.
Value results
| Category | Value result |
|---|---|
| Capability | Experience feedback can be reviewed without waiting on a personal export |
| Capability | Named workflow replaces ad hoc routing for experience feedback |
| Capability | Research and listening stays visible to adjacent teams through Qualtrics Discover |
Story
Amgen grew experience feedback faster than the local tools around it. From the United States, health care teams still had to serve customers and internal partners who expected a straight answer. CX and people teams were the ones stitching the picture together by hand.
Rolling out Qualtrics Discover put research and listening on Qualtrics. Qualtrics is an experience management platform for surveys, feedback, and journey insights across customers and employees. Amgen keeps the product in the path where work already happens, so CX and people teams do not context-switch into a graveyard system used only for audits.
The visible result is steadier research and listening. Experience feedback is easier to inspect, and adjacent groups can join CX and people teams without a guided tour of someone's desktop.
