Isabelle Zdatny
Author Bio
Articles attributed to Isabelle Zdatny
The Evolution to Modern Experience Management
Over the last several years, we’ve seen organizations increasingly invest in efforts to better listen and respond to the needs of customers and employees. While organizations often prioritize these ...
By Bruce Temkin, Isabelle Zdatny
The State of CX in the Retail Banking Industry
To understand how the quality of customers’ experiences varies across industries, XM Institute conducts annual large-scale U.S. consumer studies. As part of these studies, we ask respondents to rate...
By Isabelle Zdatny, Katie Johnson, Talia Quaadgras
Examining 12 Years of Consumer Trust Ratings
Qualtrics XM Institute publishes an annual trust rating across industries.1 Based on a review of our 2022 and 2023 results, we found that: Groceries are the most trusted. With a trust rating of ...
By Bruce Temkin, Isabelle Zdatny
The State of CX in the Health Insurance Industry, 2023
To understand how the quality of customers’ experiences varies across industries, XM Institute conducts annual large-scale U.S. consumer studies. As part of these studies, we ask respondents to rate...
By Isabelle Zdatny, Noah Gilbertson, Talia Quaadgras
10 Lessons Learned from 1,000 Value Assessments
Over the past four years, Qualtrics’ Value Advisory team has conducted over 1,000 value assessments with XM professionals. These assessments have focused on securing budget for new XM investments, t...
By Isabelle Zdatny, Topher Mitchell
Seven Types of Data for Modern XM Programs
A Modern Experience Management (XM) program – whether that’s a customer experience (CX) or employee experience (EX) program – needs to be capable of coordinating and consolidating the collection...
By Isabelle Zdatny, Terry Anderson
What Will Generative AI Mean for Your XM Efforts?
Artificial intelligence (AI) has shifted from a domain for geeky discussions to a mainstream topic of interest. While AI has been around for decades, the introduction of Generative AI (“Gen AI”) m...
By Bruce Temkin, Isabelle Zdatny
Do Your Executives Have the Ambition Necessary For XM Success? Assess It.
Experience Management (XM) programs are ultimately about driving change: change in people’s behaviors, change in operating processes, and change in strategic priorities and investments. But this lev...
By Bruce Temkin, Isabelle Zdatny
Tips for Designing Action-Centric Dashboards for Executives
Executive dashboards are a critical Experience Management (XM) tool as they provide senior leaders with easy visibility into the progress and impact of the organisation’s customer or employee experi...
By Isabelle Zdatny, James Scutt
How XM-Centric Is Your Culture? Assess It.
As we’ve described in the XM Operating Framework, organizational Culture is one of the three building blocks of a successful Experience Management (XM) program, along with Technology and Competencie...
By Bruce Temkin, Isabelle Zdatny
The Path to Building a Modern Digital CX Program
Digital CX is Integral to Business Success In today’s world, every single business is a “digital business.” In the wake of the pandemic, we’ve moved beyond the Digital Transformation Era and ...
By Bruce Temkin, Isabelle Zdatny, Juliana Holterhaus
Establishing an EX Center of Excellence to Drive HR Impact
Many organizations have some employee listening projects underway, but these efforts tend to be decentralized and forfeit the full potential of strategic employee experience (EX) management. In an eff...
By Cecelia Herbert, Isabelle Zdatny
Accelerate B2B CX Programs with Robust Governance, Listening Portfolios, and Engaged Employees
While building a successful, sustainable customer experience (CX) program is never easy, business-to-business (B2B) firms must contend with unique environmental complexities – such as multiple custo...
By Isabelle Zdatny, Moira Dorsey
Introducing 2023, The Year of Empathy
Let’s face it, everyone can use more empathy. We need to improve how we collectively treat customers, patients, visitors, members, employees, colleagues, partners, friends, family members, and even ...
By Cecelia Herbert, Isabelle Zdatny
The Three Core Functions of a CX Center of Excellence
Organizations looking to mature their customer experience (CX) programs often establish a CX Center of Excellence (CoE). Since we’ve been hearing a lot of questions about the topic, we decided to pr...
By Bruce Temkin, Greg Chase, Isabelle Zdatny
