Story
Qualtrics
VivendiHow Vivendi Runs Research and Listening on CustomerXM
Vivendi, a communication services organization in France, uses CustomerXM from Qualtrics to support research and listening for CX and people teams.
Value results
| Category | Value result |
|---|---|
| Capability | CX and people teams work from the same CustomerXM record for experience feedback |
| Capability | Experience feedback can be reviewed without waiting on a personal export |
| Capability | Named workflow replaces ad hoc routing for experience feedback |
Story
Communication Services work at Vivendi spans more than one site, even when headquarters sits in France. Experience feedback was splitting across regional habits. CX and people teams asked for a shared way to run research and listening without freezing local judgment.
Qualtrics (CustomerXM) is what they standardized on. Qualtrics is an experience management platform for surveys, feedback, and journey insights across customers and employees. Vivendi uses it as the system of record for experience feedback, with CX and people teams as the primary operators and other groups coming in through the same queue.
Leaders get a picture they can actually walk. Teams get fewer mystery statuses. The story is about operating change, not an unpublished percentage.
