Story
Qualtrics
Deutsche BahnDeutsche Bahn Adopts Qualtrics for Research and Listening
Deutsche Bahn, an industrials organization in Germany, uses Strategy and Research from Qualtrics to support research and listening for CX and people teams.
Value results
| Category | Value result |
|---|---|
| Capability | Named workflow replaces ad hoc routing for experience feedback |
| Capability | Research and listening stays visible to adjacent teams through Strategy and Research |
| Capability | CX and people teams work from the same Strategy and Research record for experience feedback |
Story
Inside Deutsche Bahn, research and listening used to depend on whoever still had the latest file. That pattern is common in industrials groups working out of Germany. CX and people teams needed a system that would still make sense after the original project team moved on.
Deutsche Bahn uses Strategy and Research from Qualtrics as the working layer for experience feedback. Qualtrics is an experience management platform for surveys, feedback, and journey insights across customers and employees. The practical change is simple: research and listening has a home, and reviews happen there instead of in a forwarded thread.
Nothing in this writeup invents a savings number. What Deutsche Bahn gets from Qualtrics is a durable place to run research and listening and a way for CX and people teams to see the same experience feedback at the same time.
