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.
How customer experience learnings helped Veolia improve the employee experience
As we move forward through the global pandemic, it’s important business leaders continue to meet frequently in order to make the fast, agile business decisions that are increasingly critical to succ...
By Steve Bennetts
Bringing healthcare into the future with the Froedtert & the Medical College of Wisconsin health network
The Froedtert & the Medical College of Wisconsin health network is tackling the human side of healthcare. By using data, they’re able to change healthcare for the better, not just for patients, ...
By Qualtrics
Patient experience drives trust and advocacy
Today marks the beginning of Patient Experience Week. This week is a globally recognized event that celebrates the healthcare workers who impact patient experience every day. It is a week near and dea...
By Bruce Temkin, Susan Haufe
WorkDifferent 2021: Design the experiences people want next
The past 12 months have changed everything about the way we work, the way we buy, and the way we interact with the brands. As we look forward to what comes next, it’s clear we’re not going back. ...
By Zig Serafin - CEO
Want to improve customer experience? Improve the agent experience first
Happy contact center agents mean happy customers. But investment in agents doesn’t just improve CSAT – it also cuts the cost of employee attrition, and builds a pipeline of expert talent. To keep...
By Qualtrics
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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