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 to use analytics for risk management
Calculating and managing risk is a vital part of business, but how can data analytics play into successful management? Read on to find out what risk management analytics is, why it’s important and h...
Building a customer-centric culture in Bankwest’s Customer Service Centre
Everytime a customer leaves feedback on their Contact Centre experience at Bankwest, Shamus Hurley, Customer Service Manager in the Customer Service Centre team, automatically receives a notification ...
Why a sense of belonging at school matters for K-12 students
New Qualtrics research shows that high school students in the U.S. are struggling to feel a sense of belonging at school, with just 49% saying they feel like they are part of their school community. T...
Friends of FENTY: Five brand experiences based on core values
FENTY transformed the beauty industry for good, embracing diversity and inclusion to create a breakthrough brand and an incredible business. What can we learn from other brands who have led with their...
How Rihanna and FENTY took celebrity
to a new level
From Mark Twain — who once put his name to a line of innovative fountain pens from The Conklin Pen Co — to actor Scarlett Johansson and comedian Colin Jost starring in an Amazon Alexa Super Bowl a...
How to tap into Technology Modernization Funds for your customer experience initiatives
Customer experience leaders in the U.S. federal government have a unique opportunity to apply for federal funding allocated to support CX initiatives. All federal agencies providing public-facing info...
Unraveling the paradox of choice
Is less finally more? Can we complete a Costco run in less than an hour? If not, why? Today, we answer these important questions. If you’ve yet to visit a Costco, we’ve some age-old wisdo...
What's the deal with the $4.99 rotisserie chicken?
You can buy almost anything at Costco: caskets, medicine, TVs, even weird jumbo-sized ketchup — but at the back of the store is one of its most prized and coveted items… The Kirkland Signature ...
New Research: Customer Service Agents Share Thoughts from the Front Lines of the Economic Downturn
Sixty percent of customer service agents said customers became more rude and aggressive during the pandemic, and one in five (20%) think about quitting every week, according to new research from Qualt...
7 things your social listening software should do
Social media listening is a comprehensive undertaking for businesses, but it doesn’t need to be intimidating with the right tools. Read on to see how you can make the most of your social listening s...
Learning how residents feel about the public sector: Empathy at scale analytics
For governments, the emotions expressed by citizens across social media can provide deep insight into their response to new campaign messaging and policies, and perception of how they’ll be impacted...
By Phillip Bland
Reading between the lines: How the City of Kitchener is improving services by listening to its citizens
When leaders of the City of Kitchener in Ontario, Canada set out to understand their customers’ satisfaction with the process of requesting a monthly parking permit online, they discovered something...
The key to successful CX transformation
In an age where connection has become both easier and more complex, human beings continue to desire to be heard and understood. We want to be sure that what we’re saying has an impact, and that our ...
How upstream thinking saved Expedia millions
Being proactive is essential for any business looking to achieve success, but one of the greatest challenges is overcoming the cycle of response. More often than not, businesses spend a considerabl...
Solving EX & CX problems before they happen
Taking a more proactive approach to solving customer and employee experience challenges. Today, the key to good business is empathy. Whether they’re customers or employees, understanding what pe...
Bring more empathy to the contact center with SAP Service Cloud and XM Discover’s new integration
Today, 8 out of 10 people believe customer experience needs to be improved. 62% believe that companies need to care more about their customers – and when they do, 60% of customers would spend more w...
By Kate Hodgins
3 Ways to Future Proof Your Contact Center
The contact center is at the heart of any organization that truly has a customer-first approach. It presents an incredible opportunity to generate revenue and optimize costs while also providing custo...
By Kate Hodgins
What you need to know about review gating
While the value of customer reviews for a business is well documented, the desire to feature only positive comments on review sites like Google, Yelp, and Tripadvisor is getting some businesses in ser...
By Alyssa Johnson
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