Story
Qualtrics
CWTCWT Standardizes Digital Journeys on Qualtrics
CWT, an industrials organization in the United States, uses CustomerXM from Qualtrics to support experience delivery for experience and web teams.
Industrials teams at CWT treat Qualtrics as the working layer for experience delivery.
“Industrials work at CWT spans more than one site, even when headquarters sits in the United States.”
“Experience and web teams asked for a shared way to run experience delivery without freezing local judgment.”
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 CustomerXM |
Story
Industrials work at CWT spans more than one site, even when headquarters sits in the United States. Digital journeys was splitting across regional habits. Experience and web teams asked for a shared way to run experience delivery without freezing local judgment.
Qualtrics (CustomerXM) is what they standardized on. Qualtrics is an experience management platform for surveys, feedback, and journey insights across customers and employees. CWT uses it as the system of record for digital journeys, with experience and web teams as the primary operators and other groups coming in through the same queue.
Leaders get a picture they can actually walk. Teams get fewer mystery statuses. The story is about operating change, not an unpublished percentage.
