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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.”
57 results
SAP Sets the Stage for New XM Frontier With Qualtrics AcquisitionJan 29, 2019 — 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 minute read
Qualtrics and SAP Partner to Redefine Employee Experience ExcellenceJan 22, 2025 — Qualtrics and SAP have partnered to enhance employee experiences by integrating Qualtrics XM with SAP SuccessFactors, utilizing AI-driven insights and streamlined feedback processes to boost engagement, retention, and productivity in organizations.
3 minute read
SAP’s Sale of Qualtrics Stake Signals Strategy ShiftMar 13, 2023 — SAP announced on March 13 that it reached an agreement to sell its controlling stake of Qualtrics International Inc. to a consortium headlined by private equity investors Silver Lake and pension fund Canada Pension Plan Investment Board.
After a negotiation process of more than six weeks, Silver Lake will acquire Qualtrics at a purchase price of $18.15 per share. The all-cash deal values SAP’s stake at $7.7 billion and gives Qualtrics an equity value of $12.5 billion. Silver Lake signaled its intention to transition Qualtrics into an independent privately held company. “Silver Lake has both the operational expertise and the track record with software companies to help Qualtrics extend its leadership in the XM category it pioneered,” said SAP CEO Christian Klein.
In this article, you will learn about some of the reasons behind SAP's initial acquisition of Qualtrics, why it opted to sell the company so soon, and how the sale will affect SAP as a whole, as well as its users.
2 minute read
Learn How to Improve E2E Procurement Performance with SAP Ariba and QualtricsDec 1, 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 […]
1 minute read
Maximizing Customer Retention and Loyalty with SAP CX for Small- to Mid-Size RetailersJan 30 — The article discusses how small to mid-size retailers can enhance customer retention and loyalty through SAP Customer Experience (CX), which offers personalized experiences, seamless omnichannel engagement, proactive customer service, effective loyalty programs, and data-driven insights.
3 minute read
Thomas Saueressig on SAP’s Future in the CloudJul 3, 2024 — SAPinsider recently sat down with Thomas Saueressig, Member of the Executive Board of SAP SE, Customer Services & Delivery. Initially starting with SAP as a student, Saueressig has risen through the ranks over the last 20 years. He was first appointed to the Executive Board in 2019 and most recently led the SAP Product Engineering Board area. Today, he leads the new Board area of Customer Services & Delivery. In our latest discussion, Saueressig spoke about the new Board area and how it will help deliver innovation to SAP users.
5 minute read
Key SAP SuccessFactors HXM Suite features of H2 2022: Part 2Apr 28, 2023 — 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 organizations and job seekers to find what they are looking for. Companies now have more and better options for finding candidates, scheduling interviews, and authenticating signatures in offer letters.
Onboarding should also run more smoothly as well, with updates to compliance, notifications, and APIs. SAP can also now more easily authenticate the identities of new hires. All improvements can now also be more easily leveraged, thanks to new improvements to the Learning tool as well, making it possible for HR professionals to upskill.
6 minute read
SAP Caps Strong Cloud-Focused Q1Apr 24, 2023 — SAP announced a strong first quarter based on positive cloud momentum in its recent earnings call. The overall revenue for the quarter increased by 9% at constant currencies to €7.441 billion, with cloud and software making up the bulk at €6.358 billion. The current cloud backlog increased 25% to €11.148 billion, of which SAP S/4HANA made up €3.418 billion, an increase of 79% at constant currencies from Q1 2022. More predictable revenue now makes up 82% of all SAP revenue, a slight increase year-over-year.
SAP’s CEO Christian Klein centered his remarks on the strong demand for solutions across the company’s portfolio and focused on the launch of two game-changing solutions this quarter—GROW with SAP and SAP Datasphere. GROW with SAP helps mid-market organizations grow with agility and speed by providing rapid adoption services, and SAP Datasphere aligns SAP with other significant data warehouse vendors with a service that collects and federates SAP and non-SAP business data across the enterprise. Klein also revealed that new business-focused AI capabilities will be announced at Sapphire in May.
SAP also announced an expanded partnership with UiPath, although the SAP executives on the call mentioned the announcement in passing. The partnership makes UiPath Automation Platform available to SAP customers as an SAP-endorsed application on the SAP App Store. The goal is to complement SAP Build Process Automation and enable organizations to improve efficiency and productivity across SAP and non-SAP workloads.
For SAPinsider community members, it is important to ascertain what best fits their needs. Both SAP and non-SAP solutions are now strongly supported by SAP through partnerships like one with UiPath. While SAP claims to understand that each organization will take its own route to the cloud, organizations must take the time to prepare for and thoroughly plan their transformations so that it can be completed on their terms and in the time frame that best suits them.
4 minute read
Using SAP SuccessFactors for People SustainabilityJan 18, 2023 — Much has been made about sustainability in business. While maintaining resources and being environmentally friendly are important, it is also vital for organizations that they practice “People Sustainability” – this means that they treat their employees, partners, and neighbors ethically and fairly.
People Sustainability is not only ethical, it also helps businesses to attract, engage, and retain the workforce to minimize turnover and increase productivity. By becoming more sustainable, companies can reduce the need to attract employees for existing and new positions.
In this article, you will learn how to leverage SAP SuccessFactors to uphold several key pillars of People Sustainability. These include employee experience, career development, upskilling, employee health and wellbeing, diversity, and many more.
4 minute read
Mastering SAP Series – Human Resources & PayrollJul 11, 2022 — Insider’s Mastering SAP series provides you with the information you need to successfully run your SAP HR and Payroll processes. Gain a better understanding of how SAP solutions can address your unique challenges and discover tips and tricks from customers and SAP
12 minute read