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Catherine Thurtle

Author Bio

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


Bouncing back: 20 books on resilience and reinvention

As organizations adapt to the ‘new normal’, page through these books to inspire you with ideas on how to bounce back stronger. Learn about the first five below, and download the full list to see a...

3min read


How to help people work from home: 3 tips for HR leaders

As many of us start working from home full time for the first time, we ask what advice fully remote workplaces have for us and what we can learn from them... 1. Bring people together, even when they...

4min read


How to communicate effectively to employees during a crisis

Communication is vital to not only those working remotely, but also managers, people team leaders, and the c-suite. So how can you help enable this effectively across your organization? Organizations...

7min read


It’s okay not to be okay: How managers can support employee mental health in times of change

During uncertain and fluid times, the need for strong, calm, trustworthy leadership is more important than ever. The American Psychology Association Ask ‘are you okay?’ First thing’s first: a...

11min read


CenturyLink VP of Customer Experience talks CX, and 6 degrees of separation

As part of our XM Visionaries series, we spoke with Beth Ard, VP of Customer Experience at global tech giant CenturyLink. Beth discusses how CenturyLink is embracing CX, the challenges they’ve faced...

8min read


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 ...

8min 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 ...

7min 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...

14min 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...

4min 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...

5min 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...

6min read


3 patient experience problems that can be tackled with CX solutions

Many of the issues you face with patient experience may be solved with the same best-in-class customer experience (CX) principles used by the world’s most successful brands. Guest speaker Faith Ada...

5min read


Top 10 HR conferences to check out in 2021

From what was once a back-office function, HR has evolved to a strategic position in charge of managing the full employee experience (EX). And at a time when remote work has abruptly become the nor...

8min read