Story
Qualtrics
H&MH&M Extends Strategy and Research Across Experience Delivery
H&M, a consumer discretionary organization in Sweden, uses Strategy and Research 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 |
| Risk and compliance | Strategy and Research is the governed place experience and web teams use for experience delivery |
| Capability | New joiners can see how experience delivery actually runs |
Story
H&M did not need another dashboard that nobody opened. It needed experience delivery to move. In Sweden, experience and web teams already knew where digital journeys went wrong: too many copies, too little ownership, and a close process that waited on the loudest inbox.
Strategy and Research from Qualtrics is now in that path. Qualtrics is an experience management platform for surveys, feedback, and journey insights across customers and employees. The company treats it as production tooling for experience delivery, which is why experience and web teams live in it rather than exporting from it once a quarter.
H&M can show how digital journeys is handled today. That is the value: a repeatable way to run experience delivery on software the rest of the industry already recognizes.
