Ross Lambert

Author Bio

Ross helps businesses across Asia Pacific and Japan tell the world about how they are closing experience gaps with Experience Management. He loves a great tech and business story, and has spent the last decade spreading the messages of some of the world’s biggest tech brands.

Articles written by Ross Lambert


Feedback is a gift - three stories of businesses pivoting their listening strategies with Qualtrics

One of the most important actions any business can take in response to challenges caused by the COVID-19 pandemic is to regularly listen to their customers and employees. Listening to people to und...

9min read


What do people need to feel confident about returning to work and getting back to business in Asia Pacific and Oceania?

How do your employees feel about returning to work from the office? Do your customers feel confident enough to start returning to shop in-store? To help businesses in Australia, Singapore, and Sout...

7min read


A lesson in growing brand trust during the COVID-19 crisis

Keeping your existing customers engaged - let alone reaching new ones - is one of the biggest challenges facing many brands in today’s uncertain times. Traditional engagement channels are limited, o...

5min read


A look at the new world of marketing with Seth Godin

What does modern marketing look like? There are few people - if any - in the world better placed to answer this question than Seth Godin. As the author of 19 best-sellers - including This is Market...

6min read


How to improve the patient experience in a new era of healthcare

As healthcare providers rapidly shift to a new way of working during the COVID-19 outbreak, the patient experience has transformed overnight. In-person consults have been replaced by video conferen...

7min read


Remote Work Pulse in action: Keeping teams connected

In just 3 weeks we’ve seen more than 6,000 organizations launch more than 14,000 projects on our 10 XM Solutions to assist companies, governments, healthcare systems, and educational institutions mo...

8min read


The future of brand experience: 10 predictions for 2020

We picked the collective mind of the resident brand experience (BX) experts at Qualtrics to find out the main trends and issues marketers and brand managers need to be aware of in 2020. From the death...

5min read


Disruptive innovation: 4 times brands disrupted their own business models

Disruption is a big buzzword, especially in the world of tech. But what does it truly mean to be disruptive, and what’s the key to doing it well? We found that some of the best insights come from br...

13min read


The best places to shop these holidays

Love it or hate it, you can’t deny shopping in the holiday season is big business. For retailers there’s more than 700 billion dollars up for grabs. In the rush to claim their share, we consistent...

13min read


5 best practices for coaching frontline employees to deliver exceptional CX

"Customer-facing staff are the human face of your CX strategy, and they play a make or break role in the quality of day to day experiences. Here’s how to help them perform at their best. When sta...

6min read


20 Breakthrough Experiences to look out for in 2020

The past 12 months have seen plenty of breakthrough experiences which changed the way organizations interact with their customers and employees. With 2020 on the horizon, the pace of change shows no s...

11min read


A roadmap for closing the diversity & inclusion gap

There is a discord among corporate diversity and inclusion (D&I) initiatives. Just 1 in 10 D&I programs reach maturity in the workforce. This is despite 87% of organizations stating it as a...

6min read


Brand-building tips from Stance founder and CEO Jeff Kearl

 The answer to a single question can determine your brand’s success for years to come. “What is the nature of your business?” Your answer tells consumers how your brand is different to co...

5min read


Let’s get physical - bringing digital experiences to real life at Buzzfeed

Something strange is happening in business. For many years we’ve been told digital businesses were going to be the biggest winners in the future economy. Why then are so many businesses with roo...

4min read