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.


Why agile workforces are key for good CX – and how to build them

In contact centers, agility is a critical quality. A truly agile workforce can flex around changing contexts and customer demand. But how do contact center leaders build empowered, agile teams? The ri...

By Qualtrics


6 world-class B2B CX examples to learn from

Business, sales and marketing leaders are embracing B2B CX programs to optimize customer experience, but it’s not easy. We explore 6 successful B2B CX examples to share what you can do in your compa...

By Qualtrics


How empathy and data drive patient experience initiatives at Community Health Network

Community Health Network is taking a bold approach to patient experience. Focusing on building empathy into the way they use patient experience data, their development of processes is built upon a fou...

By Qualtrics


Former Amazon VP Bill Carr: ‘Working backwards is the way to create breakthrough innovation’

As part of our Breakthrough Builders podcast series, our Head of Brand Strategy, Jesse Purewal, chats with Bill Carr, former VP of Digital Media at Amazon, about rubbing elbows with Jeff Bezos, launch...

By James Wadsworth


Entrepreneur and Futurist Charlene Li: ‘Don’t let amazing current customers blind you to future customers’

As part of our Breakthrough Builders podcast series, our Head of Brand Strategy, Jesse Purewal, chats with Charlene Li, entrepreneur, analyst, and best-selling author, about predicting the future, cho...

By James Wadsworth


Qualtrics + ServiceNow: Delivering a new standard in customer service and experiences

Top business leaders understand the power of using experience data to activate better decisioning, more effective workflows and experiences that create competitive advantage. ServiceNow is the leader ...

By Qualtrics

How video surveys help you understand customers

The competition in many industries is fierce. One way to stand out is by understanding your customer better than your competitors. That can be done by hearing from them - like literally hearing their ...

By Dave Carruthers


How to spread XM in your government organization? Train your people!

From my first experience with human centered design - the foundation of experience management - I knew it had the potential to revolutionize how government accomplishes its mission. Design project aft...

By Sydney Heimbrock // PhD


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


Business surveys - 16 free questionnaire templates you can download

Surveys can help with a whole range of business questions and challenges, from designing a new product to checking on employee engagement. Here’s a run-down of the power of the survey and which kind...

By Sarah Fisher


Look beyond mystery shopping to improve your customer experience

We’ve heard of them before, but what does a mystery shopper do and how can they drive customer experience improvements? What is a mystery shopper? A mystery shopper, or a secret shopper, is a pers...

By Meena Toor


Professor Kellie McElhaney: ‘Profit with a purpose can address the need for change’

As part of our Breakthrough Builders podcast series, our Head of Brand Strategy, Jesse Purewal, chats with Professor Kellie McElhaney, Director of the Center for Equity, Gender, and Leadership, about ...

By James Wadsworth

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