Case Study: Ally achieves proactive CX issue prevention with Qualtrics

Anticipating and preventing CX problems

Ally Financial partnered with Qualtrics to improve customer experience insights after years of relying on manual review of only a small portion of customer feedback. With the Qualtrics OXM (Omnichannel Experience Management) solution, Ally needed a way to analyze massive volumes of open-text feedback across channels and spot customer-specific risks and opportunities more effectively.

Qualtrics helped Ally use NLP and AI to analyze 100% of its feedback, identify friction faster, and model journeys that could lead to poor experiences. Within months, the system detected 109 system issues and resolved 103, while also helping Ally proactively reach out to customers during emergencies like the Southern California wildfires with timely support and information.

Ally

Christopher Haering

Manager