Using AI to Embed Empathy in your CX Program with Qualtrics
Artificial Intelligence (AI) continues to dominate the conversation in the software industry – and for good reason. With the promise of increased efficiency, optimized processes, and faster outcomes, AI is transforming how companies approach digital solutions. This shift is also evident at Qualtrics, where AI plays a central role in the company’s strategic direction for 2025 and beyond. As a trusted Qualtrics partner, sovanta stays at the forefront of these developments to help clients make the most of their experience management (XM) programs. Our XM Solution Architect, Moritz Dietrich, recently attended the Qualtrics CX Product Roadmap Session as well as Qualtrics X4 in London, and shares his insights into how AI is shaping the future of experience management.
AI at the Heart of the Qualtrics XM Roadmap
The product roadmap for 2025 is brimming with innovation, and AI is clearly the driving force behind it. Qualtrics’ vision is centered around fully embedded Experience Agents – intelligent, AI-driven tools that can proactively support and even automate interactions across the customer journey.
This vision is already becoming reality on two levels:
- On the insight side, AI is helping organizations process and make sense of massive volumes of customer feedback, surfacing trends, sentiments, and opportunities for action more efficiently than ever before.
- On the customer-facing side, next-generation Experience Agents will soon be able to handle interactions and problem-solving autonomously, dramatically improving response times and service quality.
Experience Agents as a Game Changer
Especially with the introduction of Experience Agents, Qualtrics is aiming to set new standards in the field of experience management. In recent years, developing an experience management program has primarily involved collecting large volumes of experience data, drawing insights, and taking actions to drive improvement. While this approach has provided valuable opportunities for businesses to grow and strengthen customer relationships, it was never intended to address the needs of every individual customer at scale.
Experience Agents represent a fundamental shift in this approach – redefining what it means to “make every interaction count.” Instead of relying solely on human service agents to handle individual cases, these AI-powered agents will manage them with far greater efficiency. They can quickly access relevant data and deliver tailored solutions in real time, right when feedback is received. What’s more, these agents can handle multiple cases simultaneously without losing the human touch. They are designed to respond with empathy, ensuring that each customer still feels heard and valued.
Supporting Strategic Growth and XM Maturity
These developments are aligned with two core pillars of the Qualtrics product strategy:
- Helping customers unlock more value from the solutions they already use.
- Guiding customers to the next level of XM maturity, enabling them to grow and expand their programs meaningfully.
AI plays a critical role in both. Whether it’s helping a team prioritize feedback, automate workflows, or enhance service delivery, the right AI tools can drastically accelerate XM progress.
Qualtrics already offers a comprehensive suite of AI tools to choose from. Whether it’s the Qualtrics Insights Explorer, designed to uncover hidden insights in unstructured text feedback, or AI-generated replies that enable more efficient, personalized responses – there are numerous solutions available to support every stage of the Listen, Understand, and Act (LUNA) methodology for experience management.
Turning Strategy into Action
Despite the promise, one key challenge remains: where to start. With so many AI-driven features and options available, identifying the most impactful entry points and setting realistic priorities can be overwhelming. At sovanta, we help our XM clients navigate this complexity by aligning AI capabilities with their existing XM programs, focusing on the highest-value use cases, and building sustainable roadmaps toward greater maturity. With a clear focus on business value and usability, we make sure that innovation doesn’t just sound good – it works in real life. This includes identifying low hanging fruits to give you a good kick-start into the world of AI but also planning a mid- or long-term timeline for AI topics.
Conclusion: AI is Here to Stay
AI is no longer a future trend; it’s a present-day differentiator – especially in the world of experience management. The latest innovations from Qualtrics point toward a smarter, more proactive, and more efficient future for Customer Experience and Employee Experience alike. By staying close to the platform and its strategic direction, sovanta is perfectly positioned to help customers take full advantage of these developments – and turn AI into real experience impact. Want to know how AI can elevate your XM program? Let’s talk.
