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.

Qualtrics recognized for two customer service Stevie® awards

Qualtrics has been awarded two silver awards in customer service by the Stevie® Awards. The Qualtrics customer service team was recognized for ‘Best Use of Technology’ for its innovative support ...

By Qualtrics

Building a career in XM: Focusing on soft skills, which are often hard to learn

Professionals who have become experience management (XM) experts in the last 10 or 20 years have often drawn on the building blocks of other experiences to get to where they are today. The discipline ...

By Qualtrics

5 predictions for government experience management in 2021

2021 promises to be a “takeoff year” for experience management (XM) in government. The events of the past 12 months have made obvious, sometimes painfully, the critical role people’s experience ...

By Sydney Heimbrock

XM Institute Founder Bruce Temkin: ‘Every process that touches a human can be improved with XM’

As part of our Breakthrough Builders series, we chatted with ‘The Godfather of Experience Management’ Bruce Temkin, Head of Qualtrics XM Institute. We spoke about balloon selling, the power of a g...

By Qualtrics

Qualtrics CXO Julie Larson-Green: 'I was putting a box around what I was capable of’

As part of our Breakthrough Builders podcast series, our Head of Brand Strategy, Jesse Purewal chats with Julie Larson-Green, longtime Microsoft executive and Chief Experience Officer at Qualtrics, ab...

By James Wadsworth

How to design rating scale questions

We show you how to design and use rating scale questions in your survey, so you can get easy-to-interpret qualitative feedback data back. Designing rating scale questions can be tricky to use, but ...

By Meena Toor

Facebook Head of Design Charlie Sutton: ‘learning is the source of our agency’

As part of our Breakthrough Builders podcast series, our VP of Tech Jesse Purewal chats with Charlie Sutton, Head of Design at Facebook, about why Apple dominates the tablet market (it’s not what yo...

By James Wadsworth

Twilio VP of Customer Experience Kristine Chin: ‘to win, delight the enthusiast’

As part of our Breakthrough Builders podcast series, our VP of Tech Jesse Purewal chats with Kristine Chin about how she uses delightful persistence to get things done, and which company’s customer ...

By James Wadsworth

Understanding human behavior: The softer side of experience management

Discover why universal human behavior traits are key to a successful XM activation. Experience management (XM) is becoming increasingly vital to organizations’ long-term business success. Underst...

By Isabelle Zdatny

The 2020 Qualtrics Digital CX Benchmark

The Qualtrics XM Institute is excited to announce the 2020 edition of our digital benchmark initiative - the XMI Customer Ratings - Digital. It’s been quite a year for digital experience, and in an ...

By Juliana Holterhaus

Solve your users’ problems with the design-thinking process

Use the six-step design thinking process to work on user-centric problems to make better products and create happier customers. You have a problem but you’re not sure what to do next to get to a so...

By Meena Toor

How much does advertising on social media really influence the customer experience — even when they’ve signed off?

"Social media has become an advertising machine. Brands have flooded these platforms to place products in front of consumers and have created massive influencer programs to nudge users into making a p...

By Qualtrics

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