Qualtrics CX Officially Launched: Key Updates, Resources, and What’s Next

This week marks an exciting and important milestone as we have officially launched Qualtrics CX! 🎉

While there are still a few details to finalize and we may encounter some bumps along the way, we truly appreciate your patience and support as we work through them.

There have been a few adjustments to the review and approval process as we work to finalize the remaining pieces. More details will be shared in the upcoming weeks.

In the meantime, we continue to update the following resources as we navigate these changes and move toward a finalized process.

We’d also like to take this opportunity to share what we’ve accomplished so far and what we plan to do next.

Qualtrics Updates & Initiatives

Qualtrics CX

Developed and Published 20+ Training Resources
- Curated and launched over 20 training materials on the Understanding Qualtrics main webpage to support users' onboarding and platform navigation.
Established a Centralized Communication Mechanism
- Implemented a consistent communication strategy using GovDelivery and the Qualtrics Bulletins Page to share key updates, announcements, and guidance.
Created a Qualtrics Training Video Library
- Produced and published 13 training and demo videos, now available on the Qualtrics YouTube Playlist, offering users flexible, self-paced learning options.
Hosted Live Training Sessions
- Delivered four live training sessions, all of which are now accessible via Qualtrics On-Demand: Your Training, Your Time, enabling users to revisit content anytime.
Launched Weekly Office Hours
- Introduced open office hours every Tuesday and Thursday, providing direct access to Qualtrics support and guidance in a live, interactive format.

Qualtrics DX

We successfully launched 39 websites featuring feedback tools, including thumbs up/down and the feedback tab intercepts, as well as Digital Experience Analytics (DXA) and dashboards. This is a key and instrumental step forward, and we’re already seeing the value these tools bring in just a short time. Fun Fact: 1.4 million season counts collected across 39 websites—and counting!

Qualtrics EX Update

Wrapped up the annual engagement survey, which was administered in July. We achieved a record-high participation rate of 63%.
- We grew positively in every survey dimension except retention, with the highest scoring areas being in trust & communication.
We are currently developing the enterprise-wide Pulse Survey, which will be administered in January.
- This survey will focus on the lowest-scoring items from the July engagement survey.
We continue to push forth with our candidate experience and lifecycle survey initiatives with a hope to launch in early 2026.

Qualtrics CX: Upcoming Roadmap & Priorities

Enterprise Review and Approval Dashboard
- Track the status of submitted tickets in real time through a centralized dashboard.
Exploring AI for Review Acceleration
- We are currently in the discovery phase, evaluating how AI can be leveraged to assist and accelerate the review process. The goal is to enhance efficiency, reduce manual effort, and ensure consistent decision-making.
Tailored Service Desk Ticket Requests
- Qualtrics-specific SD+ requests will be rolled out by the end of November to streamline support and improve response accuracy.
Agency Role-Based Dashboards
- A new dashboard experience will provide agencies with detailed Qualtrics metrics, clearer insights, and integrated reporting for both agency and executive use.
- Note: The depth of reporting will vary based on the selected review path (Comprehensive or Streamlined).
January 2025 – Qualtrics CX Champion Engagement Begins
- Starting in January, we’ll begin actively engaging with designated Qualtrics Champions to gather feedback, guide improvements, and strengthen agency collaboration.