Qualtrics, the pioneer and inventor of the experience management (XM) category, and WorkJam, the world’s premier digital frontline workplace, have announced a strategic agreement to improve the experience of frontline employees in order to improve the customer experience. Conversational intelligence technology from Qualtrics will be combined with WorkJam’s super app for frontline workers to provide organizations with a constant pulse on the front lines of their operations and uncover insights into employees’ priorities, wants, and problems. With these data, organizations can increase frontline employee engagement and, as a result, provide better customer experiences.
Experiences offered at the frontline by the individuals and teams in charge of a customer’s digital and human touchpoints with a company have a significant impact on the customer experience, and thus an organization’s revenue growth and cost efficiency. Customer experiences such as speed, friendliness, and order correctness, according to the Qualtrics XM Institute, are tied to workers’ sentiments of connection and trust with one another, senior executives, and a company’s broader mission and values.
Leading multinational corporations use WorkJam’s technology to provide digital tools for frontline employees to manage their schedules and assignments, access training and career development opportunities, and connect with colleagues.
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Customers can now use Qualtrics® conversational intelligence capabilities to analyse unstructured experience data from sources such as WorkJam’s employee communication and training modules to better understand how their frontline employees are thinking and feeling, as well as stay up to date on relevant topics that may require leadership attention. Qualtrics AI, for example, might spot trending in-store concerns with a new product introduction or high-performing employees who deserve recognition for their hard work, providing store managers with the insights they need to increase frontline staff engagement, productivity, and efficiency.
“Frontline employees have the biggest impact on how customers engage with a business, so it’s critical to understand the issues and challenges that affect their workplace sentiment,” said Steven Kramer, president and chief executive officer of WorkJam. “We’re proud to partner with Qualtrics to enable global enterprises to better understand what’s happening on their front lines and create winning strategies that enhance both the employee and customer experience.”
“Frontline employees have the biggest impact on how customers engage with a business, so it’s critical to understand the issues and challenges that affect their workplace sentiment,” said Steven Kramer, president and chief executive officer of WorkJam. “We’re proud to partner with Qualtrics to enable global enterprises to better understand what’s happening on their front lines and create winning strategies that enhance both the employee and customer experience.”
The collaboration also enables mutual customers to use Qualtrics CustomerXM to perform tasks in the WorkJam app. The convenience store chain, which employs over 40,000 people, has installed QR codes in its locations so that customers can quickly use their phones to provide feedback via a Qualtrics survey. Certain survey replies initiate the WorkJam app’s relevant workflow.
By giving both front-line employees and the customers they serve the opportunity to voice their ideas, concerns, and overall feedback, leaders can quickly resolve problems and gain insights that help improve operational and work culture throughout the organization.