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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


How Brussels Airlines has made its social media customer service more efficient (and cheaper to run)

Airlines are no strangers to huge, external events completely disrupting their industry. And when things go wrong, people are quick to get in touch. More and more, though, customers are reaching out t...

4min read


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


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


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


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


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


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