Articles written by Jack Davies
Come for the pancakes - stay for the insights: What I learned sharing pancakes with people analytics leaders
Last week, we hosted the first of a new meetup series - Pancakes and People Analytics - that does exactly as the name suggests. Here’s what I learned sharing delicious pancakes with some of the brig...
5 min read
XM Visionaries: How Mastercard built a global CX team
As part of our XM Visionaries series, we caught up with John Goodwin, Vice President of Customer Intelligence at Mastercard to talk about how he built his team from the ground up to become an integral...
9 min read
Choose the best free survey tool for your business - 2020 buyer’s guide
A quick search for online survey tools will show just how many vendors there are to choose from. To help you pick the right one for your business, here are the key features and functionality to look o...
15 min read
Jay Baer: Be a customer conversation starter
Where do you start with Jay Baer? New York Times best-selling author of 6 books? 7th-generation entrepreneur? Founder of 5, multi-million dollar companies? Or how about the fact he’s advised over 70...
8 min read
Serving up customer relationships, not just food, at Fiesta Restaurant Group
It’s the story of two cult restaurants - one a radical patio dining concept in San Antonio, TX, and the other a fresh, healthy take on fast food chicken in Miami, FL. 40 years on and the cult follow...
8 min read
A peek into the future with the godfather of the Experience Economy
When Joe Pine and James Gilmore first coined the phrase ‘the experience economy’ over 20 years ago, they started a revolution that would see tens of thousands of businesses transform how they oper...
10 min read
Think you're sending too many surveys? How to avoid survey fatigue.
We get a lot of questions at Qualtrics about survey fatigue — it’s a common story, you’re getting great insights from your customer surveys, you want more, so you send more surveys. All of a sud...
9 min read
Developing employee personas to improve the workplace experience
Employee personas are becoming increasingly popular as organizations look to their HR teams to drive growth by designing employee experiences that improve engagement, productivity and retention. Find ...
8 min read
Jeanne Bliss: Why ‘how’ you grow is just as important as ‘how much’
Ask Jeanne Bliss, CEO and founder of Customer Bliss, what she does for a living and she’ll tell you she’s on ‘a crusade’. It’s one that has seen her give 2,000 keynotes, coach more than 20,0...
10 min read
The ‘constant curiosity’ that has shaped some of the world’s most iconic brands
Talk about the Experience Economy and it won’t be long before someone mentions Apple, Wal-Mart or Starbucks. Aside from being the pioneers of experience management, one thing they all have in common...
11 min read
The power of customer reviews [Infographic]
If the digital age was the rocket fuel for the Experience Economy, then social media is it’s booster engine. A whole new generation has now entered the market having grown up sharing each and every ...
2 min read
How to build a benefits program with employee feedback
In a recent survey by Glassdoor, 60% of people said that benefits and perks were a big factor for them when considering a new job offer. And 80% of employees said they’d choose additional benefits o...
6 min read
Why HR ‘doing things differently’ is the norm at Patagonia
Patagonia is ‘a cause, disguised as a company’ according to CHRO Dean Carter. In our new HR Visionaries series, he explores what makes the employee experience at Patagonia unique and explains why ...
6 min read
5 essentials to get right when scaling your employee experience program
How do you move from initial employee engagement survey to full-scale long-term measurement? Here are some expert tips to help you build an EX program that’s sustainable, scalable, and above all, be...
6 min read
Van Westendorp pricing studies explained
The Van Westendorp pricing model can help you gauge what respondents are really willing to pay for an item – and how to set a price range for a real-world market. Researching prices is not straight...
3 min read
