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.”

54 results

  1. Key SAP SuccessFactors HXM Suite features of H2 2022: Part 2

    Reading time: 6 mins

    SAP released its most recent update to SAP SuccessFactors recently, updating many of the features while also adding some new ones. In this article, we will cover some of the key enhancements made to the recruiting, onboarding, and learning applications within SuccessFactors. The updates to the recruiting application aim to make it easier for both…

  2. 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.

  3. Amy Wilson image

    How SAP SuccessFactors Brings the X-Factor to Human Capital Management

    Reading time: 8 mins

    Two years ago, SAP introduced the concept of human experience management (HXM), which focuses on putting people at the center of business. Amy Wilson, SVP Products and Design at SAP SuccessFactors, observes that “HXM allows us to recognize that people are more than just assets. They have the power to elevate or sink any sort…

  4. SAPinsider Q&A: A Chat with New SAP SuccessFactors Head of Product Meg Bear

    Reading time: 9 mins

      Over the last several years, human capital management (HCM) solutions have been evolving to integrate technologies like artificial intelligence, machine learning, and more recently, experience data (X data) in an effort to offer human resources (HR) leaders a better understanding of employee engagement and the ability to generate greater strategic insights from their data.…

  5. Delivering “Complete” Experiences Where the SAP Customer Is the Hero

    Reading time: 9 mins

    Hear from Nick Tzitzon, Executive Vice President of Marketing and Communications for SAP, who shares recent changes within SAP and how they will affect its customer and partner ecosystem. In this executive Q&A with SAPinsider, Tzitzon offers an inside perspective on the big shifts of SAP S/4HANA and Qualtrics coming to SAP customers very soon,…

  6. SAP Doubles Down on the Cloud and Customer Focus in FY2019 Results Release

    Reading time: 5 mins

    By Robert Holland, VP Research and Publishing, SAPinsider On January 28 SAP conducted their Fourth-Quarter and Full-Year 2019 Results Release, and announced that they had met all of their 2019 revenue and profitability targets – albeit with their cloud numbers only passing the post because of a single very large Q4 transaction. Source: https://news.sap.com/2020/01/sap-announces-preliminary-fourth-quarter-and-full-year-2019-results/ In…

  7. Rise with SAP for HXM packages

    SAP Announces RISE with SAP for HXM at SAPPHIRE NOW

    Reading time: 4 mins

    The RISE with SAP program has now expanded to include SAP SuccessFactors Employee Central and the rest of SAP’s HXM suite.

  8. SAPPHIRE NOW HXM

    SAPPHIRE NOW Human Resources Day Focuses on Employee Experience

    Reading time: 5 mins

    By Craig Powers, Research Analyst, SAPinsider If you’ve ever been to Orlando for an in-person SAPPHIRE NOW event, you’ve experienced an intense week of meetings, sessions, major announcements, networking, and for many, a reunion. This experience has been greatly changed by the virtual nature of this year’s event, and while the usual way of engaging…

  9. Excel in the Experience Economy with Seamless System Integration

    Reading time: 6 mins

    Most organizations today are somewhere along the journey toward becoming a digital business, with meeting high expectations for the customer experience a central driver. One of the keys to creating an exceptional experience is the ability to access data in back-end systems in real time, which means that robust integration is critical. This article introduces…

  10. Bill McDermott Leaves CEO Position at SAP: Impact for SAPinsiders

    Reading time: 4 mins

    SAP CEO Bill McDermott announced yesterday that effective immediately he is stepping down from the helm of the German software company after nine years on the job. During his near-decade leading SAP, McDermott steered SAP in several significant ways. The company began its transition to its cloud, snapping up over $20 billion of acquisitions while…