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Juliana Holterhaus

Author Bio

Juliana joined the XM Scientist Team at Qualtrics in January of 2016. She has extensive experience in digital strategy and digital experience research. She has worked across solutions such as voice of the customer (VoC), brand health and communications (online reputation management), product and service innovation, healthcare, and retail strategy. In addition to her work at Qualtrics, Juliana currently sits on the Board of Directors for the Marketing Research International Institute (MRII) in a two-year, elected position. Before joining Qualtrics, Juliana was Head of Strategic Alliances for YouEye, a Silicon-Valley based start-up focused on quantifying video-based voice of the customer data. Juliana spent 5 years in the mobile tech space as General Manager of Lumi’s global market research business. In addition, Juliana spent two years as a part of the research team at Massachusetts General Hospital (DCRP) and one year in the marketing department at Harvard Business School. Juliana graduated with honors from Amherst College and received a Masters from Columbia University. Juliana went on to complete her PhD in Psychology and Decision Sciences at Columbia University. During her time in graduate school, Juliana researched environmental, financial, and medical decision making, as well as consumer preference construction. Her dissertation research focused on the motivational science of mobile technology use and engagement.

Articles attributed to Juliana Holterhaus


Maturing your Experience Management program

Your Experience Management (XM) program has the potential to transform the way you do business. Learn how to mature your program, expand your capabilities, and increase the economic and strategic valu...

By Isabelle Zdatny, Juliana Holterhaus


Customer experience optimization: How to build journey-centric CX

Improving the customer experience is a multifaceted process – and one that’s ongoing in nature. So how do you go about making moves in the right direction in an era when customer expectations are...

By Adam Bunker, Juliana Holterhaus


The Five Levels of Technology Maturity for XM Programs

This is the third article in XM Institute’s series on XM Technology. In the first article, Introducing the Four Technology Pillars of an Effective XM Platform, we outlined the critical role an Ex...

By Cecelia Herbert, Isabelle Zdatny, Juliana Holterhaus


The Technological Capabilities that Power an XM Platform

This is the second article in XM Institute’s series on XM Technology. In the first article, Introducing the Four Technology Pillars of an Effective XM Platform, we explored how Experience Managem...

By Cecelia Herbert, Isabelle Zdatny, Juliana Holterhaus


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


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


Four XM Practices for Digitizing the Employee Experience

The COVID-19 pandemic has accelerated many organizations’ plans to digitize key experiences and there is clearly demand among customers. Naturally, this is influencing the expectations and experienc...

By Benjamin Granger, Juliana Holterhaus


Five XM Practices for Accelerating Your Digital Transformation

As companies across industries face unique challenges from the pandemic, there’s a common theme in their response: embrace digital. In this rapidly changing environment, just about every organizati...

By Juliana Holterhaus


How to humanize customer experience

To avoid falling behind your competitors in the fast-moving experience economy, it’s critical you are able to humanize your customer experience (CX). The rise of e-commerce, social media, and mob...

By Juliana Holterhaus