Posts by Catherine Thurtle


6 ways to kick-start your CX program

Implementing a great CX program takes careful planning and intentional design. Check out our top tips, recommendations and insights from Head of the Qualtrics XM Institute Bruce Temkin, all of which should get your CX program off to a superior start… Watch Bruce’s webinar on (Kick)Starting a CX Program Watch Now 1. Understand that better […]

Read More
4 intriguing insights from the world of People Analytics

From AI to data storytelling, here are the juiciest takeaways and latest insights from the People Analytics & Future of Work conference (PAFOW) held in Philadelphia (September 5-6, 2019). Underestimate People Analytics at your peril. The market size is currently estimated to be worth $1.7 billion (and growing quickly). So where are the opportunities, and […]

Read More
3 ways American Express is creating a customer-centric culture

Building a customer-insights program that allows companies to listen and then act on customer feedback is essential, but isn’t easy. To be truly customer-centric you need to empower people at all levels of your organization to listen to the customer and act on insights. Find out how American Express built a world-class customer culture by […]

Read More
3 ways to build a customer-centric culture

The customer is always right. Right? Whether you agree or not, the customer should always be the main focus of your business. Senior Principal Analyst at the Qualtrics XM Institute, Aimee Lucas, explains how to create a customer-centric culture that’s at the heart of your organization. Aimee Lucas knows XM (experience management). After all, she […]

Read More
Joe Pine: ‘How to personalize customer experiences’

Goods and services are being increasingly commoditized. So how can companies stand out from the competition? The answer is through positive interactions and memorable, personalized experiences. Take a look at these tips from the godfather of the experience economy, Joe Pine… Watch the full webinar from Joe Pine on How to customize customers’ experiences Watch […]

Read More
Matt Dixon: Before encouraging customer loyalty, discourage disloyalty.

We’ve all heard about companies wowing customers with extraordinary acts. However, according to bestselling author, Matt Dixon, that’s not where we should be focusing our efforts. Matt argues that what’s important is mitigating customer disloyalty. Here’s how… Watch the full webinar – 4 Essentials of Effortless CX WATCH NOW Bestselling author of the Effortless Experience, […]

Read More