Story
Qualtrics
Cardinal HealthHow Cardinal Health Runs Experience Delivery on CustomerXM
Cardinal Health, a health care organization in the United States, uses CustomerXM from Qualtrics to support experience delivery for experience and web teams.
Value results
| Category | Value result |
|---|---|
| Productivity | Handoffs in experience delivery sit in a shared queue instead of a mailbox trail |
| Risk and compliance | CustomerXM is the governed place experience and web teams use for experience delivery |
| Capability | New joiners can see how experience delivery actually runs |
Story
Health Care work at Cardinal Health 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. Cardinal Health 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 The story is about operating change, not an unpublished percentage.
