Story
Qualtrics
Booking HoldingsQualtrics at Booking Holdings: Experience Feedback
Booking Holdings, a consumer discretionary organization in the United States, uses Qualtrics Discover from Qualtrics to support research and listening for CX and people teams.
Value results
| Category | Value result |
|---|---|
| Capability | CX and people teams work from the same Qualtrics Discover record for experience feedback |
| Capability | Experience feedback can be reviewed without waiting on a personal export |
| Capability | Named workflow replaces ad hoc routing for experience feedback |
Story
Booking Holdings grew experience feedback faster than the local tools around it. From the United States, consumer discretionary teams still had to serve customers and internal partners who expected a straight answer. CX and people teams were the ones stitching the picture together by hand.
Rolling out Qualtrics Discover put research and listening on Qualtrics. Qualtrics is an experience management platform for surveys, feedback, and journey insights across customers and employees. Booking Holdings keeps the product in the path where work already happens, so CX and people teams do not context-switch into a graveyard system used only for audits.
The visible result is steadier research and listening. Experience feedback is easier to inspect, and adjacent groups can join CX and people teams without a guided tour of someone's desktop.
