Qualtrics Acquires Usermind: Bringing Experience Orchestration to Experience Management

Qualtrics Acquires Usermind: Bringing Experience Orchestration to Experience Management

Michel Feaster
By
Michel Feaster

I'm excited to share that today, Qualtrics has acquired Usermind. 

We couldn’t have achieved this amazing milestone without our visionary customers and courageous partners. This moment is a testament to a community of risk-takers and glass-breakers and to the power of endless hours of product feedback.

As I reflect on the days, months and years that led us to this moment, I want to acknowledge the things that brought us here:

We started as two founders with no CX or marketing experience who were hungry for and inspired by over 200+ customer interviews to take a leap of faith. We found early adopters passionate about optimizing their customers' journeys and determined to break-down their technology silos in service of driving better business outcomes. We helped build a new category and were recognized by Forrester as a clear Leader in the Journey Orchestration market with the only perfect score in JO among our competitors.

And for all of that, we are proud.

So, now what?

2020 - a Black Swan, COVID, a year movie nightmares became a thing of reality. Safety drove us all home and safety considerations catalyzed a once in a lifetime shift from physical to digital interactions. Grocery shopping became Instacart and Prime delivery, in branch deposits became check uploads on mobile and call center agents were caught in the crossfire. 

5-year plans became 5-month plans. Digital went from a way to stand out to the only way to survive. Monitoring customer satisfaction in every moment, in every channel  went from a best practice to a mission-critical capability as businesses innovated digitally to survive. CX and DX became one. Every change demanded a ROI measurable in business value - increased conversions, decreased churn, LTV etc….

And there is no turning back. Going forward, understanding and monitoring customer journeys across channels in real-time is table stakes. Being able to marry experience and operational data in a journey context is table-stakes. 

The combined CX+DX team is asking for an integrated control plane or OS to manage experience from design to delivery to operations and optimization. This vision is bigger than our original JO vision and requires a re-thinking of strategy to deliver it.

Why Qualtrics? 

Two Leaders Together

We started Usermind because we believe companies should know exactly where customers are in their journey, know when things go wrong, and be able to proactively guide customers to the best experience possible. We built the first real-time Experience Orchestration (XO) Platform to make this possible for even the biggest companies with the most complex and heterogeneous  technology.

Qualtrics is a company synonymous with designing and improving all aspects of experience: customer, employee, product, and brand. A market research company in its early days, they foresaw the need for a single platform to manage these four core experiences, and pioneered the Experience Management (XM) category. Today, they are the #1 experience management provider, enabling companies to capture, analyze, and act on customer and employee feedback in real time. They empower companies to design and continuously improve the customer and employee experiences that drive engagement, prevent churn, grow revenue, and build relevance. Along the way they also stood up the Qualtrics XM Institute – to marry best-in-class software with the resources, methodology, and XM community and show the world how to embed XM across their companies and connect their XM programs to the top and bottom line. Today, they're continuing to push the limit with their XM platform and deep operational use cases.

In tandem, Usermind's XO Platform is recognized by Forrester as a Leader and the highest rated Current Offering in the Forrester Wave: Journey Orchestration Platforms, Q2 2020. We work with some of the largest companies across the globe to help them understand and improve customer journey and digital transformation initiatives. 

We believe combining the best-in-class XM platform with the best-in-class XO platform will unlock new possibilities for CX and Digital teams working together to create and deliver great  experiences that power the business. After all X+O= E>!

A Shared Culture & Values

As I spent more time getting to know the team and broader organization at Qualtrics, I became convinced that we had found a perfect match not just strategically but also culturally. Both companies possess a burning desire to innovate in their space and be successful. Both of us are customer-obsessed. Both of us have transparent cultures that prize radical candor. And, despite the size difference, both of us prize scrappiness and grit as an ethos. Qualtrics calls this TACOS — Transparent. All In. Customer Obsessed. One Team. Scrappy. 

The Silicon Sound 

Last but not least, Qualtrics is co-headquartered in and committed to Seattle - the place Usermind calls home. Like us, they believe that building legendary software companies outside of Silicon Valley is essential to spread economic opportunity more broadly across the U.S. 

So, what’s next?

I could not be more excited about the future. It's 100% clear to me that we can exponentially accelerate the impact of Usermind as a part of Qualtrics. Joining Qualtrics provides the opportunity to bring Journey Orchestration & Journey Analytics to the masses. 

I look forward to bringing JO and its discipline to Qualtrics, writing the book on Journey Orchestration, and creating a robust ecosystem of organizations and partners to build upon the foundation of Usermind and the great product we'll inevitably build together.

Cheers to the future. 

Go Usermind! And now onward. Go Qualtrics!

Read more from Qualtrics here.

Michel Feaster
Michel Feaster
Michel is Co-Founder and CEO of Usermind.

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