Customer Experience
The latest CX stories and insights
Get the latest opinions from our customer experience experts and explore the stories behind some of the breakthrough brands turning customers into fans.
25 customer service quotes to inspire your team
Take these 25 customer service quotes to your next meeting to help inspire you and your team to take your customer service program to the next level. Customer service is fundamental to delivering a...
By Qualtrics
Why the Forrester CFM Wave Doesn’t Tell the Whole Story About CX Vendors
Today, Forrester published The Forrester Wave: Customer Feedback Management Platforms, Q1 2023. In that Wave, Forrester evaluated Qualtrics Foundational CX - just one of four modules in CustomerXM™ ...
By Brad Anderson
X4 2023: Bring your frontline to the forefront
X4 2023 saw more than 10,000 XM leaders come together to experience 3 days of inspirational keynotes, more than 125 breakout sessions from the world’s biggest brands, and 18 new innovations launched...
By Qualtrics
Announced at X4: Innovations transforming customer experience
Acquiring, engaging and supporting your customers is the name of the game - so we’re making that easier than ever with our latest innovations – all powered by the Qualtrics XM Platform. We can...
By Qualtrics
Four key ways ANZ is unlocking the value of experience management
In response to the shifting financial services landscape, over the last few years ANZ - one of Australia’s leading banking groups - has been on a transformation journey to build a new retail banking...
By Qualtrics
Must-read customer experience books for 2023
It’s that time again – we’ve published our 2023 reading round-up for CX professionals looking to update their knowledge and prime their thinking for the year ahead. This year it’s all about...
By Sarah Fisher
How three leading organisations are building better business through human-centric CX
Consumer behaviours and needs are once again changing as people adapt their spending habits in response to rising costs and shifting priorities. In fact, our own research shows that in Australia consu...
By Qualtrics
Customer expectations: 7 Types all exceptional researchers must understand
All companies want to ‘exceed customer expectations’, but do you really know what that means? Learn the facts below. What are customer expectations? Generally, customer expectations are a set of...
By Dave Pabley
Human experience – what is it and why does it matter?
Authentic human connections are essential to life, and business is no exception. Here’s how to enhance, scale and optimize the human experience in your organization. What is human experience (HX)? ...
By Sarah Fisher
7 ways to build a customer-centric culture
The customer is always right. Right? Whether you agree or not, the customer should always be the main focus of your business. Senior Principal Analyst at the Qualtrics XM Institute, Aimee Lucas, expla...
By Sarah Fisher
How customer experience helps bring Open Universities Australia’s brand promise to life
Open Universities Australia (OUA) helps students explore hundreds of online degrees and thousands of subjects from Australian universities. As an impartial destination the organisation is "Here to gui...
By Qualtrics
Digital Interactions: Achieving the ideal human/digital balance for serving your customers
How individuals interact with your digital properties – your websites, mobile websites, mobile applications – is what we call digital experience. The most basic objective of any digital strateg...
By Walker
Personalization: designing and delivering a holistic experience, tailored for each customer
It’s been said that the best gifts are those made especially for you. This bit of wisdom is excellent advice for today’s leaders of experience management. Customers are tired of being treated as o...
By Walker
5 ways to win with CX
UAE-based lifestyle group, Majid Al Futtaim (MAF) has the largest voice of the consumer (VOC) listening programme in the region. It’s committed to enhancing every experience across all customer inte...
By Qualtrics
Original research: The state of digital experience in 2023
For the last three years, the focus for many companies has been on accelerating digital transformation. They had to —their very survival depended on it. Today, you see the impact of that, digital ex...
By Ronell Hugh
Global consumer trends to watch out for in 2023
Consumers demanded better experiences in 2022, and businesses that listened were able to find success. In 2023, it will be no different - those that pay attention to consumer trends will reap the rewa...
By Qualtrics
11 examples of great customer service in 2022
Excellent customer service is essential for business. In fact, consumers are willing to spend 17 percent more with companies that deliver great customer service, according to American Express. Unfo...
By Diana Kaemingk
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