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.
15 ways to improve the ecommerce customer experience
Like any other commerce, ecommerce needs outstanding customer experience to stay competitive and profitable. What is ecommerce CX and how can you achieve it? ecommerce shopping has changed the reta...
By Ruth D'Alessandro
3 Ways to ‘innovate’ the customer experience
This is the first in a two-part series that explores customer experience innovation, originally published on Forbes.com “Necessity is the mother of invention.” This age-old English proverb i...
By Sanjay Monga
How retail brands are adapting the Black Friday shopping experience for 2020
Brands will have to adapt to a very different Black Friday this year, with safety a key priority. Find out the steps businesses are taking to navigate one of the busiest seasons of the year. If you...
By Meena Toor
5 digital customer service skills your agents need to be successful
Customer needs are changing. Find out how to improve your digital customer service for our distributed world. While the digital world has its own language and nuances, many of the basic principles ...
By Sarah Olson
User experience design 101: Keeping people in focus
When it comes to your digital products and experiences, design is a critical lever. Read on to learn what UX design is, the role it plays in delivering a better customer experience, and how to support...
By Natasha Wahid
Introducing district-level dashboards to the national COVID-19 school response dashboard
Today, Qualtrics is introducing district dashboards in preview, the latest iteration of the National COVID-19 School Response Dashboard. Earlier this fall, we partnered with Brown University Professor...
By Qualtrics
How Volkswagen Group Australia is taking action on what matters with Qualtrics Experience Management
The most important lesson every leader needs to take from 2020 is that if you’re not taking action you’re getting left behind. Across the globe we’ve seen businesses that moved to quickly opt...
By Vicky Katsabaris
Using data to deliver better citizen experiences
We live in a new world. Technology is changing the way we interact with the world around us and our expectations of government. Consider how the “Amazon effect” influences our expectations around ...
By Chelsie Bright
Podcast: Realizing customer research opportunities in the digital era
Erica Todd is a Customer Insights and Research Manager at CommSec. Prior to her current role, she worked at market research agencies in Australia and the US, gaining experience on projects across a va...
By Clay Warren
A COVID-19 vaccine without vaccinations? Here’s how governments can ensure a successful roll-out
A vaccine for COVID-19 is coming, and with it a myriad of challenges for those tasked with rolling it out. From tracking uptake and managing inventory to addressing public skepticism of the COVID-19 v...
By David Robb
How to respond to negative reviews online
Easily respond to negative reviews online in five steps, to show your business in a positive light, impress your customers and strengthen your brand image. Why is responding to a negative review impo...
By Meena Toor
Collect feedback and connect with customers through mobile app surveys
Many companies with a mobile app are missing out on valuable customer feedback. Find out how you can take advantage and connect with customers using a mobile app survey. As the customer journey bec...
By Diana Kaemingk
2020 XMI customer ratings benchmark data is live
Do you want to find out how your industry ranks for customer experience (CX)? Are you interested in benchmarking your CX performance for comparing to companies like your own? To help your business ...
By Adam Lang
How to predict customer behavior
What if a business could fulfil customers’ wants and needs before they’ve even asked for them? Welcome to the world of predicting consumer behavior. What is customer behavior prediction? ‘Cust...
By Ruth D'Alessandro
Online reviews statistics to know in 2021
93% of customers read online reviews before buying a product. Find out how to use online reviews to connect with your customers, improve your brand image and encourage positive buying recommendations....
By Diana Kaemingk
Master customer intelligence in 5 steps
Are you getting the most from your customer intelligence? Use this simple plan to turn your siloed customer data and insights into valuable actions that help grow your business and brand equity. We...
By Meena Toor
How ready are Americans to trust a COVID-19 vaccine?
After months of quarantine and a barrage of changing information, much of the American public has been left feeling confused and concerned about the effects, safety, and timeline of a COVID-19 vaccine...
By Liesl Nielsen
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