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.
From measurement to management: why investing in improving relationship health pays dividends
Learn why customer relationship measurement (CRM) isn’t enough - and why customer relationship health management is the new way to create impactful experiences. Customer relationships form the he...
By Qualtrics
How three financial service providers are using XM to improve their customer and employee experience
One of the headline findings from our recent study into the state of customer experience in financial services in Asia Pacific (APAC’s) was that, despite relatively high levels of consumer satisfact...
By Harish Agarwal
The definitive guide to improving patient satisfaction
Learn how patient satisfaction has evolved, and how you can start using patient satisfaction surveys as part of a wider effort to improve the end-to-end patient experience with our ultimate guide. ...
By Susan Haufe
Understand every voice: How to use XM in health insurance contact centers
Health insurers are eager for greater insight into how members feel when they call, live chat, or text. Capturing far more than the words can unlock a treasure trove of actionable insights and informa...
By Elizabeth ErkenBrack Ph.D.
The experience transformation underway at Standard Chartered
As we saw in the countless examples at Qualtrics’ WorkDifferent event, there are two critical capabilities that help set organizations and governments apart in our rapidly changing world. First, ...
By Harish Agarwal
3 things we learned about student experience at the Experience Symposium
At the Qualtrics Experience Symposium, we heard from thought leaders and educators about new approaches to student experience that spanned everything from supporting student well-being and improving t...
By Qualtrics
QR codes for exceptional in-store customer experience
2020 certainly delivered some surprises. One was the resurrection of the QR code, which went from being a quaint-but-clunky marketing device in the early 2000s to a slick, touchless solution, invaluab...
By Qualtrics
Global consumer trends: how the pandemic changed the world and what we’ve learned for the future
The global pandemic changed the way we interact with each other – and with brands. Driven by emotional and transactional needs, consumers across the world have demonstrated their values – and indi...
By Qualtrics
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
Subscribe to the Experience Matters blog
Stay up to date with the latest XM thought leadership, tips and news.