Understanding Qualtrics

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Qualtrics
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What is Qualtrics?

Qualtrics is a globally recognized leader in experience management, specializing in the management of customer and employee experiences. It provides tailored solutions, including a Digital Voice of the Customer (VoC) system that captures and analyzes feedback, while also enabling the creation and modification of forms and workflows.

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Listen, Understand, and Act Framework

In Qualtrics, "Listen, Understand, and Act" is a way to make customer and employee experiences better.

  • Listen: This means collecting feedback from different places like surveys and social media. The goal is to hear what customers or employees are saying about their experiences.
  • Understand: After gathering feedback, the next step is to look at the data to find out what it means. This involves spotting trends and key issues. Tools like advanced analytics can help make sense of the data.
  • Act: Based on what you learn, you can make changes to improve things. This could mean updating products, services, or processes. Then you keep an eye on the changes to make sure they are working.
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What are Qualtrics programs?

Qualtrics offers three distinct types of experiences aimed at improving conditions for employees and constituents in the state of Iowa:

Employee Experience (EX)

  • This area is managed by Sara Kirk, the Qualtrics EX Program Manager, in collaboration with the Department of Administrative Services. 

  • This initiative aims to enhance employee engagement across the state by gathering feedback and implementing action plans, ultimately fostering a more fulfilling work environment. 

Customer Experience (CX)

  • This area is managed by Jessica Van Heuveln, the Qualtrics CX Program Manager.
  • CX provides surveys, projects, dashboards, and much more to support our constituents and employees by increasing productivity, efficiency, and trust.

Digital Experience (DX)

  • This area is co-led by Jessica Van Heuveln, the Qualtrics CX Program Manager, and Natalie Sipes, the DX IT Portfolio Manager. 

  • The Digital Experience (DX) services provide web intercepts and Digital Experience Analytics (DXA), which includes features such as heatmaps, user session replay, funnel analysis, and engagement tracking.

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Enterprise Licensing

  • This enterprise license allows for unlimited users and usage per agency annually. 

  • All agencies have been informed of their billing estimate for FY26.

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