XM Knowledge Base
The 4 keys to driving action with NPS feedback
Isabelle Zdatny
Author Bio
Isabelle is an XM Catalyst with the Qualtrics XM Institute. She helps large organizations design and operate successful experience management (XM) programs by producing industry thought leadership, developing and delivering training, consulting with companies, and speaking on key XM topics and trends. She currently leads the XM Institute’s research into how companies identify, design, and deploy innovative new experiences. Other areas of expertise include digital CX design, metrics management, consumer psychology and emotions, and behavioral economics. Prior to its acquisition in 2018, Isabelle spent five years working at Temkin Group – a research, consulting, and training firm dedicated to helping many of the world’s largest brands accelerate their experience transformation efforts. Isabelle is a Certified Customer Experience Professional (CCXP) and a graduate from Wellesley College.
Articles attributed to Isabelle Zdatny
The 4 keys to driving action with NPS feedback
Companies often struggle to decode customer feedback, which can make it challenging for leaders to take clear action. While Net Promoter Score® isn’t a quick fix, we’ve identified four key skills...
By Isabelle Zdatny
Understanding human behavior: The softer side of experience management
Discover why universal human behavior traits are key to a successful XM activation. Experience management (XM) is becoming increasingly vital to organizations’ long-term business success. Underst...
By Isabelle Zdatny