Story
Qualtrics
CenterPoint EnergyHow CenterPoint Energy Runs Research and Listening on CustomerXM
CenterPoint Energy, a utilities organization in the United States, uses CustomerXM from Qualtrics to support research and listening for CX and people teams.
Value results
| Category | Value result |
|---|---|
| Productivity | Handoffs in research and listening sit in a shared queue instead of a mailbox trail |
| Risk and compliance | CustomerXM is the governed place CX and people teams use for research and listening |
| Capability | New joiners can see how research and listening actually runs |
Story
Utilities work at CenterPoint Energy spans more than one site, even when headquarters sits in the United States. Experience feedback was splitting across regional habits. CX and people teams asked for a shared way to run research and listening 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. CenterPoint Energy uses it as the system of record for experience feedback, with CX and people 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 The story is about operating change, not an unpublished percentage.
