Posts by Daniel Saunders


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 a positive and creative employee culture? The benefits of doing so are massive. Companies with a “highly aligned” employee and product […]

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Mastercard just hired a CXO – here’s why that matters

Mastercard has announced the appointment of its first Chief Experience Officer, with Donald Chesnut joining them from the digital agency SapientRazorfish. With another of the world’s most successful companies adding a CXO to its C-suite, what does it mean for financial services? Why is Mastercard doing it now? It won’t be news to the financial […]

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Does making customers happy make employees happy?

The impact of employee experience on customer experience has been explored in great detail. In fact, “happy employees equal happy customers” has become a motto for some of the world’s biggest brands. But, what about the inverse? Does making a customer happy, make an employee happy? In research from 2012, professors from Hallym and California […]

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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’ll know there’s a little more to it. But, there remains a lot of truth in the saying – so why is […]

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10 ways AI has supercharged customer experience

It’s become very clear that AI’s growth in business is being driven by Customer Experience (CX). In fact, Gartner says that CX will represent the majority of AI business value through 2020. And with AI business value estimated at $1.2 trillion in 2018, we’re talking about huge sums of money. CX practitioners have been early […]

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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 buying an engagement ring. He was joking, but it actually inspired us to act. Not only did we buy the […]

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10 ways AI can make human resources more human

At first glance, AI and HR seem to be polar opposites. After all, how could a function that includes the word human in its name use technology that’s artificial? If you dig deeper, though, you see how AI could transform the HR profession into what most HR professionals wish it to be. One that focuses […]

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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 Report); virtual assistants turning on us (2001); robots enslaving us (literally hundreds of movies). But if Hollywood is mostly anxious about AI, market researchers are not. When […]

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