XM Knowledge Base
Harry Gough
Author Bio
With an English Literature degree from Loughborough University under his belt, Harry’s career has been all things content related ever since. He now spends his time helping Qualtrics tell the Experience Management story, showing the value that it brings to brands and most importantly, their customers.
Articles attributed to Harry Gough
What is omnichannel customer service?
Providing customer support solely through your phone channel isn’t enough to meet the expectations of today’s audiences. A well implemented omnichannel customer service strategy not only allows yo...
Harry Gough
How to create a digital transformation strategy
What is a digital transformation strategy? Digital transformation is often seen as a brand imperative in an increasingly competitive market, but what is it and how does a digital transformation strat...
, Fact Checked By Harry Gough
Contact center digital transformation: Your guide for success
With customers looking for more personal and more comprehensive experiences than ever, your contact center is likely inundated with requests and information. We look at the technology and processes be...
By Harry Gough, Rosemin Anderson
Artificial Intelligence has already disrupted the contact center - it’s time to embrace it
Artificial intelligence is in its biggest technological advancement and contact centers are in a prime position to take advantage New technology has always come with its skeptics. After all, we’...
By Harry Gough
Take action quicker with Guided Intercept Authoring
Launching your digital CX program just got a lot quicker and easier with Guided Intercept Authoring. Simply deploy feedback buttons and listening posts with this step by step guide. As businesses a...
By Harry Gough
Complete your listening system with WhatsApp distribution
The best listening systems are those that meet their customers where they are. It prompts greater engagement and real-time insights, which is why with Qualtrics you can now use WhatsApp as a primary f...
By Harry Gough
How Peloton pivoted the business in 36 hours
A story of reinvention in a crisis. Peloton had to react and adapt to preserve the member experience, the foundation on which their business was built. Brad Olson, Chief Membership Officer, Peloton, e...
By Harry Gough
Qualtrics + BHN Rewards: Encourage study participation with automated rewards
If you want to maximize participation rates or show appreciation for customer feedback, this announcement is for you... Introducing the Qualtrics and BHN Rewards (formerly Rybbon partnership), making...
By Harry Gough
Social listening: What it is and why it matters
As one of the best ways to understand what people are really saying about you in their environment, social listening should be an integral part of your brand strategy. Here’s how it works. Social...
By Harry Gough
10 brand and marketing conferences you can (still) attend in 2021
Got WiFi? Then the world’s conferences can come to you. Attending a conference is one of the best ways to update your knowledge and broaden your perspective by connecting with experts in branding an...
By Harry Gough
The top product management & research conferences to attend in 2020
Technology is rapidly changing the way we live and product leaders are at the forefront of this revolution. As the competition increases, products must be developed in record time and meet consumer ne...
By Harry Gough
The top customer experience (CX) conferences for 2021
If you’re looking to keep up to date with CX trends, take advantage of professional development and networking opportunities, and give your team a break from the everyday, why not add some of these ...
By Harry Gough
25 reasons why customer service is vital in 2023
Consumers today expect a great experience and how you deliver customer service is at the heart of it. Brands that meet their consumers’ needs are setting themselves up for success; they’ll improve...
By Harry Gough