A recent Qualtrics study of data privacy professionals found that 65% of all organizations use multiple survey tools and 45% of these organizations don't even know how many survey accounts exist within the organization. This fragmentation leads to data silos, security and compliance risks and disjointed customer experiences.
"As organizations look to close experience gaps, we are seeing a wave of CIOs and IT leaders mandate the breakdown of X-data silos and institutionalize a standard governance model for managing their customer, employee, brand, and product experiences," says Zig Serafin, President of Qualtrics.
Qualtrics is the technology platform that organizations use to collect, manage, and act on experience data, also called X-data. The Qualtrics XM Platform is a system of action, used by teams, departments, and entire organizations to manage the four core experiences of business—customer, product, employee and brand—on one platform.
Now, Qualtrics announced a new suite of industry-leading data protection and governance capabilities to help organizations comply with the latest global data protection and security policies. XM Controls will allow XM program managers to manage users, permissions, data, compliance, security and costs as they build Customer, Employee, Product and Brand Experience solutions on the Qualtrics XM Platform. The new capabilities will help organizations standardize the collection of experience data (X-data) — the opinions, beliefs, emotions and sentiments that people have about their experiences with the organization – and allow them to seamlessly manage thousands of employees collecting, analyzing and acting on X-data across the organization.
The new suite of industry-leading XM Controls include:
Admin Dashboard - Qualtrics has reimagined the Admin center with a series of new, intuitive reports that provide actionable insights for monitoring the health of an organization’s XM deployment. The reports are built around usage, consumption, activity and user engagement - making it easy for admins to drill down into specific areas, flag violations and take immediate action.
Access Controls - Qualtrics now makes it easy for organizations of any size to centralize X-data on a single platform. With new access management capabilities, IT leaders can enable their employees to sign up for a Qualtrics account through a personalized, self-enrolment workflow while managing permissions at scale.
Data Controls - Infosec and compliance leaders can now govern all data collection and user management from one place, helping them stay in compliance with their internal and external data handling requirements. Data Controls include:
• XM Directory acts as a single system of record of all individuals providing X-data. With updated XM Directory settings, admins can govern all respondent interactions and control contact frequency across all feedback channels from a centralized admin console.
• GDPR One-Touch Data Deletion makes it easy to service GDPR Right to Erasure requests by locating and deleting a data subject's surveys, responses, tickets and contact information. This saves data protection officers and IT leaders the intensive effort of locating and cleaning customers' personal data from different locations.
• Sensitive Data Policy helps organizations manage compliance with their data privacy regulations by setting up Data Loss Prevention (DLP) controls for handling sensitive X-data. Using admin policies and machine learning, these controls allow admins to prevent the collection of sensitive X-data and detecting, notifying and redacting any sensitive data collected on the Qualtrics XM Platform.
Cost Management - With a new set of capabilities around resource tagging, Qualtrics enables business and IT leaders to easily meter and monitor consumption and track it back to the specific user, team, department or project. This makes it easy for IT to allocate costs for internal chargebacks, removing the burden of pooling budgets.
Security Controls - Announced in 2018, the security controls allow Qualtrics admins to set up security policies governing their XM deployments - from multifactor authentication to account lockouts to password strength management.
So far, more than 10,000 enterprises worldwide rely on Qualtrics to create more loyal customers, develop a phenomenal employee culture and build iconic brands. And since the new suite is helping organizations in complying with the latest global data protection and security policies, it will be quickly embraced by companies, too.