{"id":51971,"date":"2025-09-01T16:15:49","date_gmt":"2025-09-01T15:15:49","guid":{"rendered":"https:\/\/sovanta.com\/?p=51971"},"modified":"2025-09-01T16:22:56","modified_gmt":"2025-09-01T15:22:56","slug":"using-ai-to-elevate-employee-experience-with-qualtrics-and-sap-successfactors","status":"publish","type":"post","link":"https:\/\/sovanta.com\/en\/using-ai-to-elevate-employee-experience-with-qualtrics-and-sap-successfactors\/","title":{"rendered":"Using AI to Elevate Employee Experience with Qualtrics and SAP SuccessFactors"},"content":{"rendered":"\n<p><strong>Artificial Intelligence (AI) is no longer a distant concept, it is already reshaping how HR teams listen to, understand, and act on employee needs. From improving process efficiency to surfacing insights in minutes rather than weeks, AI opens new possibilities for HR leaders to drive meaningful change. And that\u2019s exactly what the three recent Qualtrics sessions on AI demonstrated: &#8220;What is Possible with AI &#8211; CX&#8221;, &#8220;What is Possible with AI &#8211; EX&#8221;, and &#8220;AI in Action: Practical Use Cases for HR-Leaders&#8221;, featuring Experts from Qualtrics and SAP SuccessFactors. Our XM expert <a href=\"https:\/\/www.linkedin.com\/in\/catarina-abert\/\">Catarina Abert<\/a> joined the sessions and summarizes the input in this blog post.<\/strong><\/p>\n\n\n\n<p>While <a href=\"https:\/\/www.linkedin.com\/in\/mattwevans\/\">Matt Evans<\/a> (Head of Employee Experience Product Science at Qualtrics) showcased how Qualtrics embeds AI to process massive volumes of feedback, detect trends, and recommend actions, <a href=\"https:\/\/www.linkedin.com\/in\/franka-feiler-b971aa173\/\">Franka Feiler<\/a> (Product Marketing at SAP SuccessFactors) brought in the SAP SuccessFactors perspective, linking AI innovation to the broader HR technology landscape and showing how both platforms together can enable smarter, faster, and more impactful employee experience initiatives.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">AI at the Core of Experience Enablement<\/h2>\n\n\n\n<p>Qualtrics\u2019 vision is clear: move from simply collecting feedback to enabling action at scale. AI-powered capabilities like sentiment analysis, topic detection, and (soon) <strong>Personalized Action Recommendations <\/strong>are reducing the manual effort required to process feedback and allowing leaders to focus on impact rather than administration.<\/p>\n\n\n\n<p>One compelling customer example came from <strong>KFC<\/strong>. Operating in a complex global franchise model, KFC used Qualtrics AI to analyze sentiment from open-ended employee and customer feedback and connect engagement data directly to customer satisfaction initiatives. The results were impressive:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Customer satisfaction in India <strong>increased by<\/strong> <strong>347%<\/strong> within three months.<\/li>\n\n\n\n<li>Satisfied customers were <strong>54% more likely<\/strong> to return compared to dissatisfied ones.<\/li>\n<\/ul>\n\n\n\n<p>These insights, surfaced in minutes rather than weeks, would have been impossible to uncover at this speed without AI.<\/p>\n\n\n\n\n  <div id=\"horizontal-teaserblock_32b78ec5268e53c87b58965c5c0ba15b\" class=\"block__horizontal-teaser -detect-in-viewport  -aspect-ratio--teaser_16_9\">\n    <div class=\"horizontal-teaser__wrapper\">\n      <div class=\"horizontal-teaser\">\n        <div class=\"horizontal-teaser__content__wrapper has--background-color \">\n                    <div class=\"horizontal-teaser__content\">\n            <h3 class=\"\">Using AI to Embed Empathy in your CX Program with Qualtrics<\/h3>\n                        <p>Artificial Intelligence (AI) continues to dominate the conversation in the software industry &#8211; and for good reason. With the promise of increased efficiency, optimized processes, and faster outcomes, AI is \u2026<\/p>\n                                      <div class=\"horizontal-teaser__link\">\n                <a class=\"btn btn--primary\" href=\"https:\/\/sovanta.com\/en\/using-ai-to-embed-empathy-in-your-cx-program-with-qualtrics\/\" >Read more<\/a>\n              <\/div>\n                      <\/div>\n        <\/div>\n                <div class=\"horizontal-teaser__img__wrapper\">\n          <img decoding=\"async\" width=\"738\" height=\"416\" src=\"https:\/\/sovanta.com\/wp-content\/uploads\/2025\/05\/gruppe-personen-social-networking-lichter-bunt-unschaerfe_web_stock_16-9-738x416.jpg\" class=\"attachment-teaser_16_9 size-teaser_16_9\" alt=\"\" srcset=\"https:\/\/sovanta.com\/wp-content\/uploads\/2025\/05\/gruppe-personen-social-networking-lichter-bunt-unschaerfe_web_stock_16-9-738x416.jpg 738w, https:\/\/sovanta.com\/wp-content\/uploads\/2025\/05\/gruppe-personen-social-networking-lichter-bunt-unschaerfe_web_stock_16-9-300x169.jpg 300w, https:\/\/sovanta.com\/wp-content\/uploads\/2025\/05\/gruppe-personen-social-networking-lichter-bunt-unschaerfe_web_stock_16-9-1024x576.jpg 1024w, https:\/\/sovanta.com\/wp-content\/uploads\/2025\/05\/gruppe-personen-social-networking-lichter-bunt-unschaerfe_web_stock_16-9-768x432.jpg 768w, https:\/\/sovanta.com\/wp-content\/uploads\/2025\/05\/gruppe-personen-social-networking-lichter-bunt-unschaerfe_web_stock_16-9-1536x864.jpg 1536w, https:\/\/sovanta.com\/wp-content\/uploads\/2025\/05\/gruppe-personen-social-networking-lichter-bunt-unschaerfe_web_stock_16-9-1400x788.jpg 1400w, https:\/\/sovanta.com\/wp-content\/uploads\/2025\/05\/gruppe-personen-social-networking-lichter-bunt-unschaerfe_web_stock_16-9-700x394.jpg 700w, https:\/\/sovanta.com\/wp-content\/uploads\/2025\/05\/gruppe-personen-social-networking-lichter-bunt-unschaerfe_web_stock_16-9.jpg 1920w\" sizes=\"(max-width: 738px) 100vw, 738px\" \/>        <\/div>\n      <\/div>\n    <\/div>\n  <\/div>\n\n\n\n\n<h2 class=\"wp-block-heading\">From Data to Dialogue: Qualtrics Assist<\/h2>\n\n\n\n<p>One of the hardest things for managers is communicating results from employee feedback in a clear, constructive, and actionable way. As Matt Evans explained, it\u2019s not just about having the numbers &#8211; it\u2019s about knowing how to share them in a way that sparks productive conversation.<\/p>\n\n\n\n<p>That\u2019s why Qualtrics built <strong>Qualtrics Assist<\/strong> &#8211; an AI partner for both analysis and communication. Managers can interrogate their data and, in seconds, generate a ready-to-send summary email: an intro paragraph, key strengths, opportunities, relevant KPIs, and a closing note inviting the team to discuss next steps.<\/p>\n\n\n\n<p>This turns what used to be hours of manual interpretation into a few clicks, while still allowing managers to refine the message in their own voice.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Tackling the \u201cZero-to-One\u201d Problem with Personalized Action Recommendations<\/h2>\n\n\n\n<p>Another major pain point? Managers get survey results but don\u2019t know what to do next. Launching broadly in Q3, <strong>Personalized Action Recommendations <\/strong>will bridge that gap by using AI to provide context-specific next steps. Instead of generic advice, the system considers:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Quantitative survey results<\/li>\n\n\n\n<li>Qualitative feedback from employees<\/li>\n\n\n\n<li>Context added by the manager (what\u2019s been tried, what hasn\u2019t, current challenges)<\/li>\n\n\n\n<li>Best practices from Qualtrics People Science<\/li>\n<\/ul>\n\n\n\n<p>The output? Three tailored, practical recommendations &#8211; each with a step-by-step plan. For example, if a nursing manager receives low scores on work-life balance, the AI would propose solutions compatible with a 12-hour shift environment, rather than irrelevant generic ideas.<\/p>\n\n\n\n<p>This is augmentation, not automation: managers remain in control, but the barrier to action is dramatically reduced.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Insights that Drive Change (Faster)<\/h2>\n\n\n\n<p>The power of AI for EX is equally evident in the <strong>Community Health Network<\/strong>, a healthcare provider with more than 17,000 employees. By using Qualtrics AI to process thousands of open-text responses, they saved over <strong>1,000 working hours<\/strong>,&nbsp; the equivalent of 25 full-time weeks, and identified a previously overlooked trend: challenges during shift-change handovers. This discovery led to process changes that could quite literally save lives.<\/p>\n\n\n\n<p>Beyond efficiency, these examples show how AI enables leaders to spot patterns and opportunities for action that would otherwise remain hidden &#8211; and act on them quickly.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Governance, Literacy, and Human-Centered Change<\/h2>\n\n\n\n<p>Technology alone is not enough. As Franka Feiler emphasized, <strong>67% of surveyed organizations have no AI governance in place<\/strong>. Employees with low AI literacy are <strong>4.3 to 11.8 times less likely<\/strong> to have used AI at work. Most company rules today focus narrowly on what data can be used in AI, but give little guidance on <strong>how<\/strong> and <strong>when to use AI<\/strong> to improve work. Without this clarity, adoption stalls.<\/p>\n\n\n\n<p>The lesson is clear: AI must be introduced transparently, with clear governance and a focus on building literacy &#8211; helping employees understand how AI fits into their workflow and positioning it as a tool to remove repetitive tasks, increase autonomy, and enable better decision-making.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">From Vision to Real-World Impact<\/h2>\n\n\n\n<p>For many HR leaders, the challenge isn\u2019t seeing AI\u2019s potential. It\u2019s knowing where to start. With Qualtrics and SAP SuccessFactors offering a broad range of AI features, the temptation is to try everything. But the biggest value comes from <strong>starting where it matters most<\/strong>, aligning to strategic priorities, and delivering early wins. At sovanta, we help clients connect the strengths of Qualtrics, SAP SuccessFactors, and SAP BTP to create employee experiences that are intelligent, connected, and actionable &#8211; today. By combining governance, literacy, and the right technology, AI can move from a buzzword to a driver of measurable change in both EX and CX.<\/p>\n\n\n\n<p>Would you like to discuss the potential with us? Feel free to reach out. As a long-standing <a href=\"https:\/\/sovanta.com\/en\/experience-management\/qualtrics-xm-services\/\">Qualtrics partner<\/a>, we\u2019re closely connected to the latest developments and support you in setting up your Qualtrics project.<\/p>\n\n\n\n<div id=\"contact-personblock_ee75d4b168b55e71d060c84c6c9c4fe1\" class=\"block__contact-person -detect-in-viewport block__contact-person--default block__contact-person--with-headline has-seashell-background-color has-background-color\">\n\n  <div class=\"contact-person__wrapper\">\n\n    <div class=\"contact-person__header\">\n\n      <div class=\"contact-person__header__wrapper\">\n\n        \n\n                    <div class=\"contact-person__image\">\n            <img decoding=\"async\" width=\"200\" height=\"200\" src=\"https:\/\/sovanta.com\/wp-content\/uploads\/2023\/06\/Lisa-Schneider.jpg\" class=\"attachment-contact_person size-contact_person wp-post-image\" alt=\"\" srcset=\"https:\/\/sovanta.com\/wp-content\/uploads\/2023\/06\/Lisa-Schneider.jpg 200w, https:\/\/sovanta.com\/wp-content\/uploads\/2023\/06\/Lisa-Schneider-150x150.jpg 150w\" sizes=\"(max-width: 200px) 100vw, 200px\" \/>          <\/div>\n                                  <div class=\"contact-person__name\">\n              Lisa Erk            <\/div>\n                        <div class=\"contact-person__position\">\n              Client Partner            <\/div>\n          \n          \n      <\/div>\n\n    <\/div>\n\n    <div class=\"contact-person__body\">\n\n              <h2 class=\"h3 contact-person__headline\">Your Contact<\/h2>\n      \n      \n                    <div class=\"contact-person__text\">\n          Lisa Schneider joined sovanta as a Client Partner after her Customer Success Trainee. Her focus is on experience management, which is why she actively supports our XM Squad.        <\/div>\n      \n                  \n                    <div class=\"contact-person__channels\">\n                              <a href=\"mailto:lisa.erk@sovanta.com\" class=\"contact-person__channel contact-person__channel--mail\" rel=\"noopener noreferrer\" target=\"_blank\" title=\"Contact via Mail\">\n            <span class=\"icon icon--svg\">\n<svg version=\"1.1\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" xmlns:xlink=\"http:\/\/www.w3.org\/1999\/xlink\" width=\"20\" height=\"20\" viewBox=\"0 0 20 20\">\n<path d=\"M17.5 6h-16c-0.827 0-1.5 0.673-1.5 1.5v9c0 0.827 0.673 1.5 1.5 1.5h16c0.827 0 1.5-0.673 1.5-1.5v-9c0-0.827-0.673-1.5-1.5-1.5zM17.5 7c0.030 0 0.058 0.003 0.087 0.008l-7.532 5.021c-0.29 0.193-0.819 0.193-1.109 0l-7.532-5.021c0.028-0.005 0.057-0.008 0.087-0.008h16zM17.5 17h-16c-0.276 0-0.5-0.224-0.5-0.5v-8.566l7.391 4.927c0.311 0.207 0.71 0.311 1.109 0.311s0.798-0.104 1.109-0.311l7.391-4.927v8.566c0 0.276-0.224 0.5-0.5 0.5z\" fill=\"currentColor\"><\/path>\n<\/svg>\n<\/span>    <\/a>\n                      <a href=\"https:\/\/www.linkedin.com\/in\/lisa-schneider-sovanta\/?trk=public_profile_browsemap&#038;originalSubdomain=de\" class=\"contact-person__channel contact-person__channel--linkedin\" rel=\"noopener noreferrer\" target=\"_blank\" title=\"Contact via Linkedin\">\n            <span class=\"icon icon--svg\"><svg aria-hidden=\"true\" focusable=\"false\" data-prefix=\"fab\" data-icon=\"linkedin-in\" class=\"svg-inline--fa fa-linkedin-in fa-w-14\" role=\"img\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" viewBox=\"0 0 448 512\"><path fill=\"currentColor\" d=\"M100.28 448H7.4V148.9h92.88zM53.79 108.1C24.09 108.1 0 83.5 0 53.8a53.79 53.79 0 0 1 107.58 0c0 29.7-24.1 54.3-53.79 54.3zM447.9 448h-92.68V302.4c0-34.7-.7-79.2-48.29-79.2-48.29 0-55.69 37.7-55.69 76.7V448h-92.78V148.9h89.08v40.8h1.3c12.4-23.5 42.69-48.3 87.88-48.3 94 0 111.28 61.9 111.28 142.3V448z\"><\/path><\/svg><\/span>    <\/a>\n                          <\/div>      \n    <\/div>\n\n  <\/div>\n\n<\/div>","protected":false},"excerpt":{"rendered":"<p>Artificial Intelligence (AI) is no longer a distant concept, it is already reshaping how HR teams listen to, understand, and act on \u2026<\/p>\n","protected":false},"author":3,"featured_media":51974,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"content-type":"","footnotes":""},"categories":[617],"tags":[],"competence":[],"Industry":[],"line_of_business":[],"resource":[376,624,627],"systems-and-technologies":[],"class_list":["post-51971","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-hcm-en","resource-blog-en","resource-qualtrics-xm-blog","resource-sap-hcm-blog"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v24.9 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Using AI to 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