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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

The 2021 Qualtrics Digital CX Benchmark

The Qualtrics XM Institute is excited to announce the third annual, 2021 edition of our digital benchmark initiative - the XMI Customer Ratings - Digital. These benchmarks are timely as we have all...

By 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 organizatio...

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

7 Examples of customer experience management in retail

In today’s ever-changing world of technology innovation and customer buying habits, it has become more important than ever for retailers to understand the customer experience and find ways to exceed...

By Juliana Holterhaus

Featured Posts

Turning reactive CX into proactive CX

For decades companies have invested billions in issue resolution — that is, taking action to rectify a problem after a bad experience has taken place, knowing that it will prevent some customers fro...

By Rachad Davis

3 key ways AI can help drive human-centered government

Integrating Artificial Intelligence (AI) may seem counterintuitive to a “human-centered” strategy, but future-focused leaders have figured out how to leverage AI to design human-centered governmen...

By Hannah Burn, Rishi Vajpeyi

Qualtrics again named a Leader in 2024 Gartner® Magic Quadrant™ for Voice of the Customer report

The Gartner® Magic Quadrant™ for Voice of the Customer (VoC) 2024 report has been published, and we’re proud to reveal that Qualtrics has been named a Leader in the VoC market once again. In t...

By Qualtrics

Qualtrics now a CMS-approved vendor to conduct the Health Outcomes Survey

At a time when customer experience and Quality teams are being asked to consolidate, reduce redundancies, and justify spending, industry leaders are centralizing their CX investments in purpose-built,...

By Noah Gilbertson