QUALTRICS
Since Davivienda partnered with Qualtrics, its approach to CX has undergone a radical transformation. Instead of relying on sparse and skewed survey data, Davivienda can measure more than 50 aspects of CSAT-related behavior from a larger, more diverse, and less biased sample of its customers such as waiting time and knowledge of agent. This case study was a synopsis of the vast improvements Davivienda has made since engaging with Qualtrics.