Story
Qualtrics@
Massachusetts Mutual
How Massachusetts Mutual Runs Experience Delivery on CustomerXM
Massachusetts Mutual, a financials organization in the United States, uses CustomerXM from Qualtrics to support experience delivery for experience and web teams.
Value results
| Category | Value result |
|---|---|
| Capability | Named workflow replaces ad hoc routing for digital journeys |
| Capability | Experience delivery stays visible to adjacent teams through CustomerXM |
| Capability | Experience and web teams work from the same CustomerXM record for digital journeys |
Story
Massachusetts Mutual is based in the United States and runs financials operations at a scale where digital journeys cannot live in side channels. Experience and web teams were reconciling competing copies of the same work, which slowed experience delivery and hid who owned the next step.
The company runs experience delivery on Qualtrics, with CustomerXM as the product experience and web teams actually open. Qualtrics is an experience management platform for surveys, feedback, and journey insights across customers and employees. For Massachusetts Mutual, that means experience and web teams can open one workflow, see digital journeys, 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 digital journeys.
