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Qualtrics
CSLCSL Brings Digital Journeys onto Qualtrics
CSL, a health care organization in Australia, uses EmployeeXM from Qualtrics to support experience delivery for experience and web teams.
CSL asked for a cleaner operating picture of digital journeys. Qualtrics is what they run.
“Experience and web teams needed a system that would still make sense after the original project team moved on.”
“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 | Digital journeys can be reviewed without waiting on a personal export |
| Capability | Named workflow replaces ad hoc routing for digital journeys |
| Capability | Experience delivery stays visible to adjacent teams through EmployeeXM |
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Inside CSL, experience delivery used to depend on whoever still had the latest file. That pattern is common in health care groups working out of Australia. Experience and web teams needed a system that would still make sense after the original project team moved on.
CSL uses EmployeeXM from Qualtrics as the working layer for digital journeys. Qualtrics is an experience management platform for surveys, feedback, and journey insights across customers and employees. The practical change is simple: experience delivery has a home, and reviews happen there instead of in a forwarded thread.
Nothing in this writeup invents a savings number. What CSL gets from Qualtrics is a durable place to run experience delivery and a way for experience and web teams to see the same digital journeys at the same time.
