Catherine Thurtle

Author Bio

Content Strategist Catherine has more than 15 years’ experience in journalism and content marketing, having written for a whole host of magazines on everything from HR and healthcare to finance and fashion. Today, she spends her time bringing breakthrough XM stories to life and finding new ways to tell our customers’ stories.

Articles written by Catherine Thurtle


The X4 2020 guide to skiing around Salt Lake City

Salt Lake City is not only home to the incredible X4 Summit, but at 4,000+ feet above sea level, it offers some of the greatest skiing in the world. Here’s your guide to hitting the slopes while in ...

8 min read


Turn feedback into action to make sure your employees stay

Your people have plenty of options – assume their loyalty at your peril. How can you keep your employee engaged, and make sure they stay? In the US, we’re a relatively engaged bunch. In fact, o...

8 min read


How Bright Horizons improved employee wellbeing with X- and O-Data

How do you know when your instincts are wrong? Put simply, you don’t. Not unless you have the data to back it up. That’s why, when Kristin Henderson, Director of Institutional Research at Bright H...

5 min read


Survey trolls, the Privacy Paradox, and Pizzagate

Sunshine Hillygus PhD, is a Professor of Political Science and Public Policy at Duke University. As part of our Market Research Visionaries series she talks us through the importance of valid response...

7 min read


The future of EX: 20 predictions for 2020

Our team of EX Scientists have donned their soothsayer hats to see what’s coming around the corner in 2020. From AI to climate change, here are the opportunities and challenges that will define the ...

9 min read


Larry Friedman: ‘The future challenges and opportunities of market research’

For more than 40 years, Larry Friedman Ph.D has been a pioneer in his field.  Currently Co-Editor of the GreenBook blog, his career started in academia, before becoming the Chief Research Officer at ...

7 min read


20 XM Visionaries for 2020

Want to be inspired by the future of experience management (XM)? Here are 20 XM visionaries leading the charge in 2020. 1. Brad Olson, Peloton // SVP of Member Experience “Our members always c...

14 min read


4 standout shopping experiences

Crafting unique and memorable experiences for your customers will give you the edge on the competition this holiday season. Here are 4 brands adding sparkle to their offering. 1. Story Fairytale...

7 min read


20 inspiring Experience Management (XM) Visionaries’ quotes for 2020

As part of our XM Visionaries series, we’re taking a look at some of the most inspiring quotes from leaders working in XM. When it comes to meeting the wants and needs of customers and employees,...

7 min read


How retail brands are using personalization to boost customer experience

The holidays are undoubtedly retail’s busiest time as everyone scrambles to give Santa a run for his money. But this also means that competition for consumer cash is fierce. Research from advertisin...

8 min read


How to drive customer satisfaction with employee coaching

Your customers play a key role in helping coach your employees and has a win-win effect to help drive voice-of-customer change. Here’s how you can use employee coaching to enable better customer exp...

4 min read


Forrester Study: Economic Impact of Qualtrics CustomerXM

Experience management from Qualtrics isn’t just a good strategic decision. It’s an excellent financial decision. In a Qualtrics-commissioned Total Economic Impact™ study (TEI), Forrester Consult...

5 min read


How retail brands are getting the customer experience right

Danielle Lumetta, Retail Consulting Manager at Accenture, has advised some of the world’s biggest retail brands. In our latest CX Visionaries profile, we spoke to her about brands excelling with the...

10 min read


5 stages to evolving your CX program through the maturity model

XM Institute Expert Isabelle Zdatny walks us through the benefits and stages of evolving your CX program through the maturity model. What is a CX maturity model A CX maturity model is a roadmap to h...

6 min read


6 competencies of a successful CX program

XM Institute expert, Aimee Lucas, has more than 18 years of experience building successful CX programs. Here she outlines the 6 competencies your business needs to create a powerful CX program. Mas...

5 min read