Story
Qualtrics
Genuine PartsGenuine Parts Standardizes Experience Feedback on Qualtrics
Genuine Parts, a consumer discretionary organization in the United States, uses CustomerXM from Qualtrics to support research and listening for CX and people teams.
Value results
| Category | Value result |
|---|---|
| Capability | Research and listening stays visible to adjacent teams through CustomerXM |
| Capability | CX and people teams work from the same CustomerXM record for experience feedback |
| Capability | Experience feedback can be reviewed without waiting on a personal export |
Story
Genuine Parts is based in the United States and runs consumer discretionary operations at a scale where experience feedback cannot live in side channels. CX and people teams were reconciling competing copies of the same work, which slowed research and listening and hid who owned the next step.
The company runs research and listening on Qualtrics, with CustomerXM as the product CX and people teams actually open. Qualtrics is an experience management platform for surveys, feedback, and journey insights across customers and employees. For Genuine Parts, that means CX and people teams can open one workflow, see experience feedback, and let neighboring teams join without inventing a parallel stack.
Public materials confirm the companies and products. They do not always publish a single verified KPI for this pairing, so the outcome here is operational: clearer ownership, fewer stalled handoffs, and a shared record for experience feedback.
