Qualtrics Customer Experience: Use-Cases, Insights and Reviews | 2026 Cuspera

HUGO BOSS used Qualtrics XM to better understand customer needs across online and in-store journeys. The company quickly identified and fixed pain points, like missing sizes in stores and checkout is...sues online. Managers now use real-time dashboards to track customer satisfaction and act on feedback. HUGO BOSS saw a 1500% increase in customer responses during the pilot phase. The platform helps deliver a premium, seamless experience across all channels.
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Qualtrics helped Elevance Health unify over 10 million member signals each year. The AI-powered platform created a real-time, 360-degree member view. This let Elevance Health spot at-risk Medicare me...mbers quickly. They saved 3,700+ members from disenrolling and cut voluntary disenrollment by 50%. The solution improved 8 CAHPS measures and drove $19 million in Stars value.
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IMG Academy used Qualtrics to connect employee and family experiences across its 600-acre campus. Before Qualtrics, programs were fragmented, leading to disengaged staff and inconsistent family exper...iences. With Qualtrics CX and EX, they launched pulse and lifecycle surveys, engagement measurement, and listening programs. This unified approach drove a 29-point increase in Parent NPS and a 19-point gain in Employee NPS over two years. Re-enrollment improved, with 117 more families returning than the prior year.
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Qualtrics Customer Experience helped Airbus SLC put the customer at the center of its business. The company mapped 30 key moments in the customer journey and used dashboards to track NPS, CSI, and cu...stomer effort. Qualtrics replaced manual, annual surveys with real-time feedback and analytics. Airbus SLC used TextIQ to analyze customer comments and identify pain points. The new system improved company culture and built stronger trust with clients.
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Cherokee Nation used Qualtrics to transform citizen engagement. They increased survey responses from 2,000 in a year to 16,000 in just three months. The new system let citizens share health needs and... safety concerns online, reaching younger and remote members. Insights from surveys led to real changes, like building safer sidewalks. Walkability scores rose from 2.2 to 5.4, and reports of unsafe sidewalks dropped by 79 points. Qualtrics helped Cherokee Nation listen to its people and act on their needs.
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Qualtrics helped TruGreen uncover that 71% of customer churn was due to service experience, not price. By using AI-powered conversation analytics and micro-surveys, TruGreen increased customer feedba...ck volume 1,000x. Customer satisfaction rose by 51% and escalations dropped by 30%. Human agent capacity for proactive engagement grew by 33%. TruGreen is on track to retain 10,000 more customers in 2026, generating $3–4M in EBITDA.
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