SAP Qualtrics


What is Qualtrics?

Qualtrics is a global leader in the experience management space, whereby companies use the software to both measure and improve the customer experience for external clients and internal employees and stakeholders.

Shift to Customer Experience

Founded in 2002, Qualtrics offered a survey product utilized by universities primarily for their research needs. In 2017, the company shifted from separate products to its cloud-based XM platform. In a Harvard Business Review article, Qualtrics Founder Ryan Smith described communicating the company’s move to XM with senior leaders: “On the table was a transition away from multiple products to a single platform, where enterprise clients could manage customer, employee, product, and brand experience in one place. We were going to burn the boat on our previous products and launch the XM category.”

Seeing the rapid movement toward the customer experience category, SAP completed its acquisition of Qualtrics in 2019. The company went public in 2021.

Today, the Qualtrics XM Platform includes:

  • Customer XM
  • Employee XM
  • Brand XM
  • Product XM
  • Design XM
  • Services XM

Key Considerations for SAPinsiders

What is Qualtrics?

Qualtrics is a global leader in the experience management space, whereby companies use the software to both measure and improve the customer experience for external clients and internal employees and stakeholders.

Shift to Customer Experience

Founded in 2002, Qualtrics offered a survey product utilized by universities primarily for their research needs. In 2017, the company shifted from separate products to its cloud-based XM platform. In a Harvard Business Review article, Qualtrics Founder Ryan Smith described communicating the company’s move to XM with senior leaders: “On the table was a transition away from multiple products to a single platform, where enterprise clients could manage customer, employee, product, and brand experience in one place. We were going to burn the boat on our previous products and launch the XM category.”

Seeing the rapid movement toward the customer experience category, SAP completed its acquisition of Qualtrics in 2019. The company went public in 2021.

Today, the Qualtrics XM Platform includes:

  • Customer XM
  • Employee XM
  • Brand XM
  • Product XM
  • Design XM
  • Services XM

Key Considerations for SAPinsiders

  • Commit to a Greater Customer Experience. In this article, learn how to establish an effective customer experience model in your company to better anticipate customer needs and drive continuous innovation. Author Joe Mullich writes, “Most organizations know the value of site analytics. However, utilizing feedback management tools such as Qualtrics allows companies to validate assumptions and identify customer needs and pain points to avoid surprises. This first-party feedback can be utilized to drive prioritization of investments for technology innovations, internal process changes, and brand experience changes.”
  • Learn How to Improve E2E Procurement Performance with SAP Ariba and Qualtrics. In this webinar, SAPinsiders discover how the volatility of today’s supply chains means finding ways to lower risks and improve efficiencies in the source-to-pay process. Infosys explains how to create an end-to-end sourcing and procurement solution based on Qualtrics XM platform, SAP Ariba, and SAP migration tool for Cloud Integration. Understand how to add an experience layer to your procurement solutions for the betterment of buyers and suppliers.
  • Technology is Accelerating Motor Oil Group’s Deep Energy Transformation, Innovation, and Expanded Customer Experience. In this article, learn how changing customer expectations are leading Motor Oil Group to transform from an oil and gas-focused company to one with eyes on renewable energy production and use. Nikos Giannakakis, Chief Information Officer, explains that the Group “is using SAP Analytics Cloud for robust analytics and reporting and is moving beyond predictive to prescriptive capabilities. Qualtrics is being considered for customer experience management, including automating the development of leading KPIs, the top priority being non-fuel sales.”

49 results

  1. What’s Your X-Data Strategy?

    Reading time: 4 mins

    For many years, human resources (HR) applications have been largely focused on capturing transactional data across an employment life cycle. This data — often referred to as operational data, or O-data — is used to measure the effectiveness of HR business processes, track compliance, and demonstrate HR’s value to the organization. As valuable as O-data…
  2. SAP Sets the Stage for New XM Frontier With Qualtrics Acquisition

    Reading time: 3 mins

    SAP has taken a giant step forward in setting the stage for the future of the experience economy. Last week, SAP announced that it had completed its acquisition of Qualtrics International, the global pioneer of the experience management (XM) software category. Ryan Smith will continue to lead Qualtrics, which will retain its current leadership and…
  3. SAP’s 2019 SuccessConnect Las Vegas Emphasizes Human Resources ‘Experience’

    Reading time: 5 mins

    At SAP’s 2019 SuccessConnect Las Vegas conference in Las Vegas, September 16-18, “experience” was the keyword. While SAP’s message at the event was heavily focused on the SAP Qualtrics Employee Engagement solution and the topic of employee experience, there was still plenty of content and chatter about other key solutions like Employee Central and Employee…
  4. Inside Juergen Mueller’s SAP TechEd 2019 Executive Keynote

    Reading time: 5 mins

    The video that played at the start of the SAP TechEd 2019 opening keynote in Las Vegas concluded with “We live in the experience economy. Be the experience company. Experience Management is here.” And that perfectly set the stage for the comments that followed over the next hour and a half. First to take the…
  5. EY Improves Client Services – and the Bottom Line – by Upgrading the Employee Experience

    Reading time: 8 mins

    by Cheryl D. Krivda, Contributing Writer  EY, a multinational professional services firm, is dedicated to building a better working world. The company helps organizations across industries identify and capitalize on new opportunities, especially as they embrace digital disruption and transform their organizations into innovative, purpose-driven businesses. With nearly 300,000 employees and contingent workers around the world,…
  6. The COVID-19 Crisis Exposes Areas Where SAP Customers in the Healthcare Field Can Up Their Game

    Reading time: 6 mins

    Experts from SAP and Qualtrics share how SAP customers in the life sciences and healthcare space can improve the way they understand and disseminate operational and experience data during this time of crisis due to the COVID-19 virus outbreak.
  7. Key Strategies for Applying an Employee Pulse to Enhance Engagement and Improve the Customer Experience

    Reading time: 6 mins

    Discover how an Employee Pulse can help you gain powerful motivational insights to understand employee engagement and satisfaction, improve employee engagement, and increase a positive company culture. Join us as SAP Expert Patty Riskind answers your questions, including: What is a pulse for employees? Why pulse employees? How should you respond once you get feedback…
  8. Learn How to Improve E2E Procurement Performance with SAP Ariba and Qualtrics

    December 01, 2021

    We live in a world of global and complex supply chains. Companies are heavily dependent on the performance of procurement teams and suppliers. The Covid-19 pandemic has also shown us how vulnerable companies can become when suppliers cannot deliver the essential components on time. To enhance the complete Source-to-Pay Experience, Infosys has created an end-to-end…
  9. SAP Introduces the Concept of Live Processes

    Reading time: 13 mins

    Every SAP customer has specific needs for digitizing workflows and automating the related structured and unstructured activities on top of applications as process extensions. Learn how SAP Intelligent Business Process Management on SAP Cloud Platform can help organizations automate digital workflows, manage business decisions, and enact changes directly on a running process. This article explains…
  10. Optimize Business Processes with SAP Cloud Platform Process Visibility

    Optimize Business Processes with SAP Cloud Platform Process Visibility

    Reading time: 9 mins

    This article explains how to use SAP Cloud Platform Process Visibility to combine process data with experience data to identify the causes of process gaps.