Story
Qualtrics
Pinnacle WestPinnacle West Brings Experience Feedback onto Qualtrics
Pinnacle West, a utilities organization in the United States, uses EmployeeXM from Qualtrics to support research and listening for CX and people teams.
CX and people teams at Pinnacle West review experience feedback in EmployeeXM rather than in personal files.
“Inside Pinnacle West, research and listening used to depend on whoever still had the latest file.”
“CX and people teams needed a system that would still make sense after the original project team moved on.”
Independent write-up. Figures come from public sources or are illustrative.
Value results
| Category | Value result |
|---|---|
| Capability | Experience feedback can be reviewed without waiting on a personal export |
| Capability | Named workflow replaces ad hoc routing for experience feedback |
| Capability | Research and listening stays visible to adjacent teams through EmployeeXM |
Story
Inside Pinnacle West, research and listening used to depend on whoever still had the latest file. That pattern is common in utilities groups working out of the United States. CX and people teams needed a system that would still make sense after the original project team moved on.
Pinnacle West uses EmployeeXM from Qualtrics as the working layer for experience feedback. Qualtrics is an experience management platform for surveys, feedback, and journey insights across customers and employees. The practical change is simple: research and listening has a home, and reviews happen there instead of in a forwarded thread.
Nothing in this writeup invents a savings number. What Pinnacle West gets from Qualtrics is a durable place to run research and listening and a way for CX and people teams to see the same experience feedback at the same time.
