Category: Customer Experience

Qualtrics X4 Summit: What to Expect

Qualtrics X4 Summit: What to Expect

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The Qualtrics X4 Summit is a must-attend event for professionals looking to enhance customer, employee, product, or brand experience through data. Every year, this conference brings together thousands of experience management (XM) specialists and experts to share strategies, innovations, and best practices.

At SOM, we attend the X4 Summit not only to deepen our knowledge but also to support our clients in optimizing their experience management efforts. If you’re considering attending, here’s an overview of what to expect and why this event can be a valuable opportunity for your organization.

What to Expect at the X4 Summit?

1. Inspiring Keynotes

Each year, X4 welcomes renowned speakers, including business leaders, experience management experts, and market innovators. Their insights and strategies provide a unique perspective on emerging trends and offer valuable guidance on optimizing experience management within organizations.

2. Hands-On Workshops and Training

The X4 Summit offers workshops tailored to all expertise levels, covering topics such as customer, employee, and product experience. These interactive sessions provide an opportunity to learn best practices, explore new approaches, and maximize the use of the Qualtrics platform with concrete, actionable advice.

3. Exclusive Access to Qualtrics Innovations

X4 is where Qualtrics unveils its latest advancements. Attendees can discover new features, interact with experts, and understand how these innovations can improve data collection and analysis. This is an ideal opportunity to optimize the way you leverage the platform.

4. Strategic Networking with the XM Community

X4 is also a prime networking event. You’ll have the chance to connect with other professionals in the field, exchange insights, share challenges, and get inspired by best practices from other organizations. These conversations help broaden perspectives and provide concrete ideas to apply in your own business.

SOM: A Recognized Qualtrics Partner

At SOM, we help our clients enhance their experience management by providing solutions tailored to their needs. As a Qualtrics Gold Advisory Partner, we attend the X4 Summit to stay ahead of industry trends, deepen our expertise in the platform’s capabilities, and strengthen our Qualtrics knowledge.

If you’re considering attending, feel free to reach out before the event! We’d love to discuss how to make the most of it and translate key learnings into actionable strategies for your organization.

We hope to see you there!

Major Challenges for the Aviation Industry in 2024

Major Challenges for the Aviation Industry in 2024

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The Net Promoter Score (NPS) is a widely used indicator in businesses, with numerous benchmarks available. However, it is often difficult to find benchmarks that truly reflect the Quebec reality. 

Recovery and Turbulence 

The aviation sector in Quebec in 2024 presents a mixed picture, marked by a robust post-pandemic recovery but facing significant structural challenges. While demand has rebounded strongly, even surpassing 2019 levels for cross-border travel in Quebec[1], the sector is grappling with a shortage of skilled workers and high operational costs (including airport rents, security fees, and fuel taxes). 

Moreover, the Canadian aviation market is experiencing significant consolidation, with the disappearance of low-cost carriers Swoop, Lynx Air and Jetlines in the past year and WestJet’s acquisition of Sunwing. This development, coupled with supply chain challenges such as aircraft delivery delays and turbofan engine recalls, could lead to reduced availability and higher prices, particularly in small markets and remote areas, potentially deteriorating the customer experience. 

Polarized Opinions 

Our recent study of Quebec passengers reveals a NPS of 23 for this sector, indicating a moderate intention to recommend. In comparison, the intention to recommend the most recently used airline ranks mid-range among the industries measured in this study. 

The polarization of opinions in the aviation sector is striking; it ranks third in terms of detractors and fourth in terms of promoters. However, the attitude and expertise of staff are major strengths. 

That said, strong criticisms persist regarding frequent delays, high fees, lack of bilingualism, and limited space on planes. The extreme age groups (18-34 years and 65+) are particularly critical. Despite all the efforts made, the evolution of the customer experience seems stagnant, with nearly equal proportions of customers perceiving an improvement or deterioration in the airline experience since last year. 

Strategies to Improve the Passenger Experience 

Several recommendations emerge from the analysis of the situation: 

  • Improve Communication: Be clear and transparent about optional services and additional costs; engage in real-time communication with passengers. 
  • Optimize Operations: Focus on punctuality, connections, baggage handling, and minimizing passenger effort in case of unforeseen events. 
  • Enhance the Onboard Experience: Improve meal quality, seat comfort, and modernize the fleet. 
  • Personalize Service: Tailor the experience to different types of travelers (self-service, individual support, hybrid mode), ensure French-language service on Quebec routes, and consolidate customer data to optimize the personalization of the experience. 

It is also important to choose a key performance indicator that includes polarized opinions, such as NPS or an average satisfaction score, rather than a percentage of satisfied customers, for example. Additionally, tracking the evolution of promoters and detractors often reveals interesting nuances for analysis and decision-making. 

Don’t Miss the Turn! 

The Quebec aviation sector in 2024 is at a crucial crossroads, facing complex challenges despite an encouraging post-pandemic recovery. To improve passenger satisfaction, the industry will need to adapt quickly, focusing on optimizing operations, personalizing services, and transparent communication, all while navigating a constantly evolving economic and regulatory landscape. 

Survey methodology 

This online survey was conducted from May 24 to 30, 2024, with 695 French-speaking Quebec adults. The sample was drawn from the SOM Panel, which consists mainly of individuals randomly recruited by phone (landline and mobile), making it a probabilistic sample. The data was weighted to best reflect the characteristics of the population based on age, gender, household size, education, the proportion of adult homeowners, and region. The maximum margin of error, for all respondents, is +/- 4.2%, 19 times out of 20. 

 

[1] Moins d’autobus, mais déplacements records en avion