Isabelle Zdatny profile picture

Isabelle Zdatny

XM Catalyst

Author Bio
Isabelle is an XM Catalyst with the Qualtrics XM Institute. She helps large organizations design and operate successful experience management (XM) programs by producing industry thought leadership, developing and delivering training, consulting with companies, and speaking on key XM topics and trends. She currently leads the XM Institute’s research into how companies identify, design, and deploy innovative new experiences. Other areas of expertise include digital CX design, metrics management, consumer psychology and emotions, and behavioral economics. Prior to its acquisition in 2018, Isabelle spent five years working at Temkin Group – a research, consulting, and training firm dedicated to helping many of the world’s largest brands accelerate their experience transformation efforts. Isabelle is a Certified Customer Experience Professional (CCXP) and a graduate from Wellesley College.

Attributed articles

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Build four action loops to respond to insights

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How to capture the untapped financial value of customer emotions

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XM deep dive: Neighborhood Health Plan of Rhode Island drives culture change with journey maps

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XM deep dive: Deloitte Digital uses a Dream Team to elevate talent experience

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How to incorporate three categories of AI into your XM efforts

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Maturing your Experience Management program

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The state of CX in the retail banking industry

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The Three Core Functions of a CX Center of Excellence

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Contact center trends 2025: The three big shifts shaping customer experience

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The Technological Capabilities that Power an XM Platform

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Introducing the Four Technology Pillars of an Effective XM Platform

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5 easy steps to integrate digital channels into your CX program