Case Study: Intuit QuickBooks achieves real-time, automated customer experience improvements with Qualtrics

How Intuit Quickbooks is closing the experience gap

Intuit QuickBooks, the leading cloud accounting solution for millions of small businesses, sought to deepen its already strong customer-obsessed culture by elevating experience across 9+ international markets and closing an experience gap caused by fragmented feedback and slow action. The challenge was to operationalise customer insight into fast, consistent improvements across products, services and regions.

Using the Qualtrics CustomerXM platform, QuickBooks unified qualitative and quantitative feedback into a single real‑time view, added AI/ML-driven predictions, and automated workflows and segmentation to route actions and support agile testing. The result is faster, data‑driven decisions and continuous product and service improvements—reduced silos, better prevention of poor experiences, shared global playbooks, and measurable acceleration of customer‑driven innovation.

Intuit

Scott Downing

Director International CX Management