Daniel Saunders

Author Bio

Daniel heads up content production in Europe. As part of his role, he gets the chance to work with some of our biggest customers in the region to showcase how they’re delivering breakthrough experiences to customers and employees.

Articles written by Daniel Saunders


10 ways AI can help market researchers succeed

When we see representations of artificial intelligence in the media, it’s nearly always focused on the more attention-grabbing ways things can go wrong: driverless cars entrapping us (Minority Repor...

11min read


How a leading UK bank is connecting its customer and employee experience

You won’t find many organizations that deny the importance of their employees to delivering fantastic customer experience. Employees are one of the core components of your brand; the creators of ...

5min read


How the world’s largest chocolate company is cracking the vegan market

For Barry Callebaut - the world’s leading producer of chocolate products, perhaps best known for its Ruby chocolate - vegan products are seen as a key growth opportunity. But as an emerging and f...

3min read


Post Office: Going beyond metrics to improve customer and employee experience during the COVID-19 crisis

In late March, as the UK went into lockdown as a result of the coronavirus pandemic, Post Office branches around the country remained open, designated an essential service. “In normal times, we...

5min read


Telefónica: Improving employee loyalty during tough times

“We have an expression in Spain: ‘In good times, friends. In hard times, family,” says Sergio De La Calle Asensio, Head of Engagement at telecoms giant Telefónica. “The goal of getting thr...

6min read


How Scandinavian insurance giant Tryg is taking its digital CX to the next level

How do you stand out in the crowded insurance market? It’s a question that brands across the world are asking themselves, including Scandinavian giant Tryg. The rise of comparison sites in the la...

7min read


How Samsung stays one step ahead in the innovation race

"Do what you can’t": it’s Samsung’s famous slogan, but it could just as well be Emmanuel Malard’s life motto. As the company’s Consumer and Market Insight Manager and author of the book The ...

6min read


What’s the future of customer experience?

As we look forward, which best practices are CX leaders adopting, and what are the factors and forces that will shape CX in the years to come? The future of CX is XM We believe that the future of cu...

7min read


5 breakthrough in-store experiences (and the employees behind them)

Increasingly, online and offline customer experiences form part of a merged ecosystem where shoppers move freely between multiple channels. To provide the levels of ease and personalization customers ...

9min read


3 examples of innovative employee listening

Offering best-in-class employee experience has become critical to an organization’s success - from attracting top talent to increasing engagement across the entire lifecycle. And employees are keen ...

6min read


5 NHS patient experience & satisfaction trends for 2019

The patient experience is the sum of all interactions patients have with the NHS - including its staff, facilities and service. In recent years, people have begun to want more patient-centered care, a...

5min read


Ideas not insights: Unilever explains how technology is transforming market research

Today, too many organizations find themselves drowning in data, struggling to turn copious amounts of customer information into real actions. And things are only getting tougher for insights teams: th...

4min read


How to create a culture of innovation in the workplace

On average, 35% of company revenues are generated from products that didn’t exist 5 years ago. So with innovation such a crucial part of a business’ overall success, are you doing enough to foster...

6min read


Why companies that win at CX started with their employees

The saying ‘happy employees equal happy customers’ is one of the biggest corporate cliches out there. And if you’ve ever been left helpless in a store while staff hung out in the backroom, you...

9min read


11 times we made dreams come true at X4

Photo by Rhonda Abrams of USA TODAY. Every year at X4, the Qualtrics Dream Team works tirelessly to make our attendees’ dreams come true. It all started in 2014 when one attendee asked for help buy...

6min read