Case Study: Fiserv achieves deeper customer experience insights with Qualtrics

At Fiserv, machine learning enhances insights into the customer

Fiserv, working with Qualtrics, needed more predictive and actionable customer experience measurement to better understand portfolio health, churn risk, and why some clients were unhappy. The company also struggled with survey responses that were often too brief to reveal customer pain points, limiting its ability to act on feedback.

Qualtrics helped Fiserv use AI to improve survey quality through its “Response Clarity” functionality, which prompts respondents to expand short answers. Fiserv also used the insights to model high-risk customers, replicate successful retention actions, and build better sales templates for new accounts. The AI follow-up prompt led 40% of prompted respondents to provide more detailed answers, improving the depth of customer insight.

Fiserv

Ilana Boyum

Vice President, Voice of the Customer and Customer Insights