Story
Qualtrics
KB HomeQualtrics at KB Home: Digital Journeys
KB Home, 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 |
|---|---|
| Capability | Experience and web teams work from the same Qualtrics Discover record for digital journeys |
| Capability | Digital journeys can be reviewed without waiting on a personal export |
| Capability | Named workflow replaces ad hoc routing for digital journeys |
Story
KB Home 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. KB Home 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.
