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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 Five Essential Elements of CX Program Governance

Organizations do not become customer-centric overnight. Customer experience (CX) transformation requires organizations to maintain a systematic focus on making changes over multiple years and across a...

By Aimee Lucas, Bruce Temkin, Isabelle Zdatny

Looking to Improve Your Response Rates? Use These Four Levers

CX practitioners often ask us to provide a “good” comparative response rate for their surveys. Unfortunately, while this metric can tell you a lot about the health of your program or project, ther...

By Isabelle Zdatny

Five Shifts for Building a Dynamic, Always-On Relationship Program

Despite being central to an organization’s customer experience (CX) efforts, most relationship programs remain stuck in the past. To address the needs of modern customers, organizations need to evol...

By Isabelle Zdatny

Driving Action From Journey Maps

Journey mapping is now a staple activity for many Experience Management (XM) teams. However, despite the – often significant – amount of time and resources organizations invest in developing these...

By Aimee Lucas, Isabelle Zdatny

It’s Time to Update Your Relationship Measurement Program

Relationship measurement studies have long been at the heart of organizations’ customer experience (CX) efforts. They not only establish a baseline for customer relationship health, but the insights...

By Isabelle Zdatny

Five Application Areas for Digital Experience Management

Customers and employees today increasingly prefer to engage with organizations through their digital channels, making Digital XM an essential part of any Experience Management (XM) effort. Through our...

By Isabelle Zdatny, Juliana Holterhaus

Tapping Into Five Types of Digital X-Data Collection Mechanisms

Digital interactions are the backbone of people’s relationships with many organizations. Whether it’s through a website, mobile app, social channel, or company portal, these channels are often the...

By Isabelle Zdatny, Juliana Holterhaus

Introducing the SLICE-B Experience Review Methodology

Experiences do not exist in a vacuum; they are consumed and evaluated by people. Which means there is no objective, external arbiter determining whether an experience is good or bad, easy or difficult...

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

Use the Human Conversational Model to Create Engaging Contact Center Interactions

Human beings are naturally social, and one of the fundamental ways we build rapport and bond with other people is through conversations. Organizations can tap into our innate affinity for engaging con...

By Isabelle Zdatny

Featured Posts

Orienting your XM program on impact: Insight tracking

Last year we launched the value chain framework – a guide to help Experience Management professionals connect their work to business outcomes. As highlighted in the guide, we see a number of areas w...

By Topher Mitchell

Breaking new ground in Experience Management at X4 London 2025

X4® London 2025 saw XM leaders from around the globe come together to experience inspirational keynotes, practical breakout sessions from the world’s biggest brands, and new innovations launched on...

By Rachad Davis

Closing the experience gap with journey metrics

Journeys are an essential lens for Experience Management (XM) professionals to understand what customers or employees experience when they are trying to accomplish goals with an organization. Journeys...

By Moira Dorsey, Talia Quaadgras

Banking on experience in the age of customer-centric financial services

At this year’s Qualtrics X4 Experience Summit, the future of banking played out, not in the form of dazzling product launches or economic forecasts, but in a rare and revealing discussion between tw...

By Dmitry Binkevich