Deloitte expands digital experience platform to include Qualtrics for improving customer experience management and insights
Deloitte Digital, a digital consulting division of
The Lowdown: Deloitte is working with SAP on incorporate Qualtrics with its other middleware, human resources, business intelligence, and management applications to create a holistic system that enables businesses to provide personalized experiences from the beginning to the end of a transaction or engagement.
The Details: Deloitte is leveraging other SAP capabilities as well, including SAP C/4HANA, SAP S/4HANA, SAP SuccessFactors, and the Qualtrics Experience Management Platform. The combination of these products and Deloitte processes will create a customer experience platform that will scale without becoming ineffective or impersonal, says Deloitte.
The Impact: The new last mile of go-to-market strategies and sustainable business creation in the service-based economy is customer experience. Companies in nearly ever industry are racing to adopt new platforms that enable customer experience management and analytics at scale. The Deloitte initiative with SAP is one of several such platforms that aim to improve customer experience without impacting existing human resources.
The Buzz: “Deloitte Digital, SAP, and Qualtrics have deep knowledge delivering both customer and employee experience solutions to clients. As human expectations have evolved, businesses – more than ever – must design experiences that start with human needs rather than customer needs in order to forge genuine connections that result in loyalty and bottom-line growth,” said Scott Mager, principal of Deloitte Consulting and leader of the U.S. advertising, marketing, and commerce offering. “By collaborating with SAP and Qualtrics, we can more effectively and efficiently build and leverage connections between people, systems, data, and products to create more personalized, contextual experiences at scale.”
“By bringing together operational and experiential data, we are helping organizations move beyond the ‘what’ to the ‘why’ and truly understand how their customers feel about their brand, their products, and their business,” said John Torrey, chief ecosystem officer at Qualtrics. “Together with Deloitte Digital and SAP, we are accelerating the experience management category and bringing it all together on the Qualtrics XM Platform to better connect with their customers on a more personal level.”