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EY–Qualtrics Alliance
Together, EY and Qualtrics help empower organizations to elevate experiences and drive meaningful insights, transforming data into actionable strategies that elevate engagement and foster sustainable growth.
What EY can do for you
In a rapidly evolving landscape, understanding and improving experiences are crucial for success. Organizations must harness the power of data to drive insights and create meaningful connections with employees and customers alike. However, navigating this complexity can be daunting. EY is here to help guide you through this journey. With our extensive industry knowledge in Experience Management (XM), we help you unlock the full potential of your data.
By integrating Qualtrics' innovative platform, we transform insights into actionable strategies that elevate experiences and foster growth. Together, EY and Qualtrics help empower organizations to optimize their experience management capabilities, turning challenges into opportunities and driving sustainable value through improved engagement and informed decision-making.
- Standard offerings
- Custom offerings
EY teams offer end-to-end XM capabilities — from strategy and program design to implementation and ongoing advisory. Whether focused on customers, employees or enterprise-wide transformation, the EY-Qualtrics Alliance helps translate organizational goals into measurable XM outcomes.
Customer experience (CX)
Build loyalty, reduce churn and increase customer lifetime value by capturing and acting on feedback across the customer journey.
- CX strategy: Align CX efforts with growth and retention goals and identify key moments that matter.
- Program design and listening architecture: Define journeys and listening posts to capture feedback at the most critical touchpoints.
- Technical implementation and integration: Configure Qualtrics CustomerXM and integrate with customer relationship management (CRM), contact center and digital platforms.
- Analytics and customer performance indicators (CPIs): Generate actionable insights to improve experiences and drive business outcomes.
- Ongoing program optimization: Expand programs to new channels, segments or geographies based on evolving needs.
Omnichannel experience management
Deliver consistent, personalized experiences across digital, physical and human channels.
- Omnichannel listening and signal capture: Unify feedback across contact centers, apps, websites, stores, kiosks and field teams.
- Retail and location-based experience: Leverage EY leadership as Qualtrics’ preferred collaborator for location-based experience programs across retail, hospitality and travel.
- Tech integration across channels: Integrate Qualtrics with systems like CRM, point of sale (POS), e-commerce and service platforms.
- Channel-level and cross-channel insights: Provide real-time dashboards that support both operational roles and enterprise leadership.
Employee experience (EX) for CHROs
Drive engagement, retention and performance, helping enable your organization to listen, understand and act on employee feedback.
- EX strategy and workforce alignment: Define listening strategies that support culture, transformation and Chief Human Resources Officer priorities.
- Lifecycle listening program design: Design feedback programs across the employee lifecycle, from onboarding to exit.
- Deployment and HR integration: Implement Qualtrics EmployeeXM and connect to human capital management (HCM), information technology service management (ITSM) and CRM platforms.
- Analytics and EX insights: Link employee sentiment to retention; diversity, equity and inclusion (DEI); productivity and other business key performance indicators (KPI)s.
- Global enablement and maturity scaling: Support program scale-up, governance and capability development across global workforces.
Team with enterprise leaders to design experience programs that align with strategic goals and operate at scale, helping your organization drive measurable impact on KPIs such as revenue, margin, retention and employee engagement. EY develops tailored, cross-functional solutions grounded in business context, sector priorities and experience maturity.
Custom XM solutions for other enterprise priorities
Build custom solutions for moments of change, growth or risk — such as mergers and acquisitions (M&A), digital transformation or compliance-driven shifts.
- Cross-BU listening and program design to unify fragmented feedback systems
- Advanced implementation and architecture, including complex integrations and role-based access
SAP S4 – Embedded XM (EXM)
For a successful transformation, align the core team on definitions and success metrics from the outset, allowing for early course corrections. During the build and test phases, monitoring team wellbeing and incorporating operational data is essential for assessing project health. As the project nears go-live, evaluating user readiness and tracking adoption likelihood becomes vital.
EXM helps enhance transformation by de-risking projects and improving success probabilities through:
- Tactical readiness: Align on processes and expectations, increasing visibility and improving documentation.
- Cultural readiness: Capture sentiment and feedback to address experiential risks and improve communication.
- Reduced manual effort: Streamline coordination and focus on high-value activities, with automated insights and alerts.
- Improved experiences: Foster a positive transformation journey by monitoring wellbeing and engaging teams effectively.
Our clients choose EY because we don’t just implement Qualtrics — we help them activate experience management as a core business driver. Working with Qualtrics, we help organizations move beyond listening to take purposeful, real-time action that drives impact across people, customer and brand experiences.
Vijay Nidumolu
EY Americas Experience Management Leader; Partner, Technology Consulting, Ernst & Young LLP
