Case Study: GE Digital achieves consistent, actionable customer feedback with Qualtrics

GE Digital - Customer Case Study

GE Digital, the software and analytics arm of the century‑old GE conglomerate focused on the Industrial Internet, needed consistent, actionable customer feedback that could be shared across its large, complex organization. Without a unified voice‑of‑customer approach, insights from transactional and relationship interactions were fragmented and hard to act on.

GE Digital implemented a company‑wide VoC program using Qualtrics integrated with Salesforce, collecting feedback at transactional touchpoints plus periodic relationship and product surveys, and augmenting analysis with Site Intercept and Vocalize text analytics. The system delivered a single, sharable source of customer insight that made feedback actionable across teams and improved their ability to prioritize customer needs.

GE Digital

Mike Wayner

Customer Insights Manager