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Tips and Analysis for Insights Professionals

Qualtrics Top 10 CX Predictions for 2017

Customer experience (CX) has become a key differentiator for today’s top brands with everyone rushing to advance their programs. But where best to spend time and effort for maximum results? What does the future of CX look like? Here are predictions from Luke Williams, Head of CX at Qualtrics, on top CX trends for 2017. Customers 1. Customer […]

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Qualtrics Certification: From Insights to Value

At Qualtrics we say certification is not a token achievement. That’s because Qualtrics Certification is challenging. But challenging is worth it because certification teaches you how to capture insights. And from insights, it’s just one more step to value. I hope you’ll join us for Certification at the 2017 Insight Summit. As a little enticement, […]

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The Most Common Reasons Customer Experience Programs Fail

This article was first published in the Harvard Business Review. You can find it at Most customer experience (CX programs) are positioned as strategic, but quickly veer away from business objectives and become simply about tracking CX metrics. Time passes slowly, data continues to mount, and paralysis sets in. Big, strategic goals evolve into […]

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CX Insights: How to Align the Front Line in Three Steps

Customer experience management is only for the determined: 70% of all customer experience transformations fail, according to research by McKinsey and Co. And of those failures, 72% can be attributed to employee resistance and unsupportive leadership behaviors. Ron Ritter and Will Enger from McKinsey & Company outline three steps to align front-line behaviors with the […]

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6 Prerequisites for New Business Software

Modern businesses rely on technology operate more smoothly, create better relationships with both employees and customers, and ultimately to drive higher profits. Accordingly, they thrive on software that helps them track things efficiently, manage items and people, and get things done more easily. Obviously, there are thousands of different types of software and different choices […]

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Employee Engagement: The Simply Irresistible Organization Model

The customer may be king, but what if your employees don’t stick around long enough to crown him? Leaders are worried about employee engagement: 86% of executives and HR professionals feel that a good company culture is very important; 85% ranked employee engagement the same way in a recent Deloitte study. They were out-ranked only […]

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