Story
Qualtrics
InovalonQualtrics Supports Research and Listening at Inovalon
Inovalon, an information technology organization in the United States, uses Qualtrics XM from Qualtrics to support research and listening for CX and people teams.
Value results
| Category | Value result |
|---|---|
| Productivity | Fewer stalled items because experience feedback has a clear owner |
| Productivity | Handoffs in research and listening sit in a shared queue instead of a mailbox trail |
| Risk and compliance | Qualtrics XM is the governed place CX and people teams use for research and listening |
Story
Inovalon grew experience feedback faster than the local tools around it. From the United States, information technology teams still had to serve customers and internal partners who expected a straight answer. CX and people teams were the ones stitching the picture together by hand.
Rolling out Qualtrics XM put research and listening on Qualtrics. Qualtrics is an experience management platform for surveys, feedback, and journey insights across customers and employees. Inovalon keeps the product in the path where work already happens, so CX and people teams do not context-switch into a graveyard system used only for audits.
The visible result is steadier research and listening. Experience feedback is easier to inspect, and adjacent groups can join CX and people teams without a guided tour of someone's desktop.
