Resources
Check out some of our greatest plays in helping clients get the most out of the Qualtrics platform.
General
As of March 2023, Verizon Connect had 5.5 million contacts in their directory, many of which being contacts that were duplicated several times. Walker's team concluded that all of Verizon's surveys needed to be transactional rather than normal distributions to avoid sending the same surveys to a contact multiple times. With lacking insights into why branches were receiving low NPS scores and why customers were stopping business across the company, TruGreen knew it was time to switch to Qualtrics to move from a simple surveys-based XM program to a signals-based approach for greater, actionable insights from a larger customer sample. Not getting enough from SMG, TBC knew it was time to reimagine and improve upon their XM program, so they turned to Qualtrics. To find out what different departments needed to know about Guitar Center customers, Walker conducted 15 in-depth interviews across the company and helped connect several listening posts across different channels to deliver relevant, holistic insights. Carnival is seeking a stronger partnership with their XM provider and a more agile and efficient listening system. After months of discussions, Qualtrics and Walker were selected to migrate their existing programs from Medallia and refresh their current approaches. ASM Global manages hundreds of large event venues. Whether the experience is a 3-hour sporting event or a 3-day convention, issues need to be resolved quickly. Walker created two separate closed-loop follow-up systems: event organizers and for attendees.
Financial Services
Frustrated with the lack of ownership available, cost of services, and managed service hours within the Medallia platform, Staples looked for a more cost-effective platform which gave them control over their program. Travis Credit Union had a process in place for collecting client contacts and distributing surveys, but it was performed manually — requiring time-consuming work from the team. Walker stepped in to automate these processes. Contacts are now gathered and relevant surveys are distributed accordingly on an automatic and daily cadence. Lincoln Financial had been working within Qualtrics under the Liberty Mutual Umbrella when they saw the need for their own separate program for their brand. Walker's tech experts worked to migrate the Lincoln Financial brand while advisors assessed the current state of programs and processes, looking to evolve the listening approach. With 1.9 million customer responses across 25 listening posts spanning the full breadth of the customer journey, a one-size-fits-all model was not going to work for this large insurance company. With Walker-developed best practices for the Text iQ tool, Walker created a plan for 9 distinct models, and 1 master dashboard with 24 pages and 733 widgets in a phased approach. AgWest is the output of a merger between Northwest Farm Credit and Farm Credit West. Their XM efforts were put on hold during the merger, but now, AgWest has a robust XM vision and a seasoned CX team ready to upgrade their program.
Health Care
Children's Hospital of The King's Daughters had a Pediatrics XM program in place, but there was little being done to improve the low scores they were receiving. The team looked to revamp their program and create a system in which they could take better action on the insights they received. The staff at University of Utah Health was a bit skeptical of introducing a new survey approach since their old process had been around for decades. The team at Walker created a solution that solved the PX's team's data collection issues without creating a burden for the clinical staff who would be giving the survey. With limited tools for tracking employee experiences, Labcorp is looking to launch an EX program to track insights throughout the entire employee journey. Since residents of the senior living communities experience the Brookdale brand 24 hours a day, employees need to always be on — and always live up to the experience promised. Agilent wanted to send the same invitation link by both text and email. After intense investigation by the Walker team, it was determined that a pilot of email and text was the best fit due to client specifications.
Public Sector
In the past, New Mexico WIC had done informal surveying, but no true XM program was in place. After seeing the success of the Texas WIC program with Walker, New Mexico knew it was time to create a XM program of their own. Historically, Adams County has ran their quality of life program through traditional surveying methods such as paper surveys. When looking to redesign a more robust and capable program, Adams County turned to the Qualtrics platform.
