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.
Creating a new SaaS NPS benchmark with digital experience intelligence
Virtually every statistic and measurement your brand gathers are to answer one ultimate question: “How are we doing?” As a marketer, a customer success team, or product manager, you want to kno...
By FullStory
Ushering in a new era of experience management with Experience ID
When it comes to making business decisions, in the past many organizations have taken an inside-out approach. They look to signals like growth metrics, competitive innovation, employee productivity, e...
By Brad Anderson
Getting started: tips for optimizing your in-app customer experience
Personalizing your mobile customer experience improves conversion and creates higher engagement. Read these simple tips and start optimizing your in-app customer experience. With more consumers spe...
By Qualtrics
How Uber is building a new age of intelligent CX
As organizations continue to adapt to the changing world around us, every single business and government has a momentous opportunity to take the customer and employee experiences they deliver to an en...
By Vicky Katsabaris
Top Executives Expect to Spend More to Meet Rising Customer and Employee Demands
In the midst of the pandemic and ongoing labor shortage, C-Suite executives say customers and employees will become more demanding in the coming months, and spending will increase around technology, h...
By Qualtrics
From Disney to doctors: The uncommon path of a patient experience leader
The notion of consumer-driven healthcare can be a hot-button issue for many in the industry. While some healthcare providers are hesitant to see patients as consumers, the reality is that patients are...
By Qualtrics
How to use patient surveys to improve your healthcare service
Patient surveys are a key driver for enhancing the patient experience and meeting regulatory requirements around patient satisfaction. Find out what patient surveys you can use across the patient jour...
By Qualtrics
Ask the experts: 3 answers to popular B2B CX questions
The disruption of 2020 caused new behaviors, new purchase drivers, and new consumer expectations. We asked a panel of experts for their advice on managing the new challenges of CX for B2B. Hear mor...
By Qualtrics
Quest Diagnostics: Empowering patients through experiences and information
Patients have more choice than ever before – in everything from their doctors to the type of lab work they get. To secure customer loyalty – and elevate the care journey – healthcare organizatio...
By Qualtrics
MMA Deep Dive: The trends shaping consumer experience
Josh Lee, VP, Head of Digital CX, Fashionphile was joined by Bruce Temkin, CCXP, XMP, Director of Qualtrics XM Institute to discuss the trends shaping consumer experience and what they mean for brands...
By Qualtrics
Certified Questions: Expert-designed, more reliable results
Certified Questions prepare organizations to be inclusive and exhaustive, without exhausting your targeted audience. In the world of research, it has become imperative that we capture the right voi...
By Qualtrics
From measurement to management: why investing in improving relationship health pays dividends
Learn why customer relationship measurement isn’t enough - and why customer relationship health management is the new way to create impactful experiences. Customer relationships form the heart of...
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
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