Case Study: Workday builds an enterprise-wide insights engine with Qualtrics

Workday boosts research delivery 45% with Qualtrics

Workday, an enterprise AI platform for managing people, money, and agents, faced a strategic challenge due to its fragmented approach to customer insights. With over 125 different ways to gather customer information across its product organization, data was siloed and rarely shared. This led to inefficient, duplicated efforts and made it impossible to build a scalable research practice. To address this, Workday partnered with Qualtrics and its Experience Management platform to build a unified insights engine.

Qualtrics implemented a solution that included in-product intercept surveys, a panel management system for hard-to-reach audiences, and a newly designed Ideation Hub. This replaced flawed, outdated tools and unified customer signals across the organization. The results were significant: a 45% increase in research projects delivered, over 145,000 users surveyed through in-product intercepts, and an 89% increase in customer submissions via the Ideation Hub. This Qualtrics-powered engine provided Workday with a single source of truth for customer insights, enabling better investment decisions and connecting customer satisfaction directly to business outcomes like renewals and revenue.

Workday