Story
Qualtrics
KomatsuQualtrics at Komatsu: Experience Feedback
Komatsu, an industrials organization in Japan, uses Qualtrics Discover from Qualtrics to support research and listening for CX and people teams.
Value results
| Category | Value result |
|---|---|
| Capability | Named workflow replaces ad hoc routing for experience feedback |
| Capability | Research and listening stays visible to adjacent teams through Qualtrics Discover |
| Capability | CX and people teams work from the same Qualtrics Discover record for experience feedback |
Story
Komatsu did not need another dashboard that nobody opened. It needed research and listening to move. In Japan, CX and people teams already knew where experience feedback went wrong: too many copies, too little ownership, and a close process that waited on the loudest inbox.
Qualtrics Discover from Qualtrics is now in that path. Qualtrics is an experience management platform for surveys, feedback, and journey insights across customers and employees. The company treats it as production tooling for research and listening, which is why CX and people teams live in it rather than exporting from it once a quarter.
Komatsu can show how experience feedback is handled today. That is the value: a repeatable way to run research and listening on software the rest of the industry already recognizes.
