Qualtrics SWOT & PESTLE Analysis

Strength

1. Single integrated platform providing solutions: The XM Platform of Qualtrics serves as a business operating system for Experience Management and consists of purpose built solutions for customer, employee, product and brand experiences. The XM Platform uses Listening, Qualtrics iQ and xFLow engine to provide the customers the ability to target the right users in the right moments to gather the insights that they need to drive action. The platform offers certain benefits like the ability to experience holistically, integrated analytical capabilities, build for action, comprehensive data collection, real-time insight, flexible configuration to meet specific needs, democratization of experience management across all users and enterprise ready. The XM platform enables organizations to design new breakthrough experiences and, continuously improve broken experiences through recognizing problems, addressing the root cause, and then overhauling processes before they manifest as lower trending satisfaction scores. As of 2020, the Qualtrics XM Platform is used by more than 13,500 customers of all sizes, including 85% of the Fortune 100.

2. Platform is built for action keeping customers engaged: Qualtrics xFlow enables organizations to automate experience workflows to drive action natively or by integrating with systems that an organization already uses. For example, with the company’s analytics driven Smart Routing, the platform can automatically generate a customer ticket and action to resolution when a negative sentiment is expressed on a social media site. In this way, Qualtrics’ XM Platform not only helps to identify issues, but also serves as a system of action by automatically directing feedback and recommended actions to the teams that are in the best position to make improvements. The system can bypass the need for employees to resolve issues and instead automate service recovery so customer or employee issues do not slip through the cracks. xFlow works across the company’s platforms and provides automatic notifications, raises tickets and closes experience gaps immediately. This action driven platform keeps the customers engaged in the process and gives results quickly than other software. The customer gets the results faster in this process and is able to utilize the results quicker. This is a great bonus for the users of the software and allows the company to generate more revenues.

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Weakness

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Opportunity

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Threats

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Political

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Economic

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Social

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Technological

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Legal

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Environmental

1. Impact of climate change on USA’s software and information technology industry: The least sustainable and most environmental damaging industry is the digital technology industry. The leaders are unwilling to change their way of dealing with the climate change and are claiming that they are contributing enough to deliver the so-called Sustainable Development Goals. Replacement of the hardware due to the upgradation in software results in simply throwing away the old hardware which is scarcely sustainable. However, it is increasing the profit of the companies at the expense of its consumers. Moreover, the consumption of electricity by the digital technology sector is growing rapidly and it is predicted that it will increase by 20% by 2025. The demand is increasing because of the direct use of digital technology such as powering servers, equipment and charging mobile devices. The heat generated by these technologies also throws light on the inefficiency of this sector. For instance, two-third of the power used by mobile base stations is wasted as heat. Companies should develop energy efficient technologies, to curb and curtail the drastic consumption of power and subsequent heat generation.