Story
Qualtrics@
Universal Music Group
Universal Music Group Adopts Qualtrics for Experience Delivery
Universal Music Group, a communication services organization in the Netherlands, uses Strategy and Research from Qualtrics to support experience delivery for experience and web teams.
Value results
| Category | Value result |
|---|---|
| Productivity | Fewer stalled items because digital journeys has a clear owner |
| Productivity | Handoffs in experience delivery sit in a shared queue instead of a mailbox trail |
| Capability | New joiners can see how experience delivery actually runs |
Story
Inside Universal Music Group, experience delivery used to depend on whoever still had the latest file. That pattern is common in communication services groups working out of the Netherlands. Experience and web teams needed a system that would still make sense after the original project team moved on.
Universal Music Group uses Strategy and Research from Qualtrics as the working layer for digital journeys. Qualtrics is an experience management platform for surveys, feedback, and journey insights across customers and employees. The practical change is simple: experience delivery has a home, and reviews happen there instead of in a forwarded thread.
Nothing in this writeup invents a savings number. What Universal Music Group gets from Qualtrics is a durable place to run experience delivery and a way for experience and web teams to see the same digital journeys at the same time.
