Story
Qualtrics
GoToGoTo Modernizes Digital Journeys with Qualtrics
GoTo, a consumer discretionary organization in Indonesia, uses Qualtrics XM from Qualtrics to support experience delivery for experience and web teams.
Value results
| Category | Value result |
|---|---|
| Productivity | Fewer stalled items because digital journeys has a clear owner |
| Productivity | Handoffs in experience delivery sit in a shared queue instead of a mailbox trail |
| Capability | New joiners can see how experience delivery actually runs |
Story
GoTo grew digital journeys faster than the local tools around it. From Indonesia, consumer discretionary teams still had to serve customers and internal partners who expected a straight answer. Experience and web teams were the ones stitching the picture together by hand.
Rolling out Qualtrics XM put experience delivery on Qualtrics. Qualtrics is an experience management platform for surveys, feedback, and journey insights across customers and employees. GoTo keeps the product in the path where work already happens, so experience and web teams do not context-switch into a graveyard system used only for audits.
The visible result is steadier experience delivery. Digital journeys is easier to inspect, and adjacent groups can join experience and web teams without a guided tour of someone's desktop.
