Story
Qualtrics
Expedia GroupQualtrics at Expedia Group: Digital Journeys
Expedia Group, a consumer discretionary organization in the United States, uses Qualtrics Discover 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 | Qualtrics Discover is the governed place experience and web teams use for experience delivery |
| Capability | New joiners can see how experience delivery actually runs |
Story
Expedia Group grew digital journeys 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. Experience and web teams were the ones stitching the picture together by hand.
Rolling out Qualtrics Discover put experience delivery on Qualtrics. Qualtrics is an experience management platform for surveys, feedback, and journey insights across customers and employees. Expedia Group keeps the product in the path where work already happens, so experience and web teams do not context-switch into a graveyard system used only for audits.
The visible result is steadier experience delivery. Digital journeys is easier to inspect, and adjacent groups can join experience and web teams without a guided tour of someone's desktop.
