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.
Free AccountAsking your customers for reviews: 5 tips for receiving important user feedback
The dreaded f-word – feedback. Why does it carry such a negative connotation? When it comes to your product or service, it’s seen as a make or break moment. But the truth is, even if the feedba...
By Bridget Poetker
Keeping healthcare systems running at peak performance
To provide the care patients need during the COVID-19 outbreak, healthcare workers need increased support and resources to perform their jobs and keep healthcare systems running at peak performance. ...
By Susan Haufe
Adjusting your CX program to deal with COVID-19
Given the spread of Coronavirus and the downturn in the economy, every organization needs to rethink how it operates. As Experience Management (XM) professionals, you can play an important role in hel...
By Bruce Temkin
For the 234th time... why contact center silos mean frustrated customers
Frustrating contact center experiences like explaining your issue over and over again, or being handed from agent to agent are usually caused by data silos. Find out how a few simple changes to your s...
By Jack Davies
How to optimize and accelerate the ROI of CX
After years of investing in customer experience (CX) programs, time is running out for businesses to turn them into meaningful systems of action. Read on to find out how you can get real value from yo...
By Craig James
CenturyLink VP of Customer Experience talks CX, and 6 degrees of separation
As part of our XM Visionaries series, we spoke with Beth Ard, VP of Customer Experience at global tech giant CenturyLink. Beth discusses how CenturyLink is embracing CX, the challenges they’ve faced...
By Catherine Thurtle
Calling all brand admins: Join the Qualtrics admin training at XM Basecamp Live
Get the best practices you need to proactively and efficiently govern your organization's Qualtrics license. In this session you’ll learn everything you need to know from managing account creation, ...
By Catherine Thurtle
How Samsung stays one step ahead in the innovation race
"Do what you can’t": it’s Samsung’s famous slogan, but it could just as well be Emmanuel Malard’s life motto. As the company’s Consumer and Market Insight Manager and author of the book The ...
By Daniel Saunders
10+ Years Later: How Customer Experience Has Shaped The Banking Industry
Originally published on Forbes. In the decade since the financial crisis brought widespread attention to how the banking industry treated its customers, many banks have made customer experience (CX...
By Isabelle Zdatny
Must-see government and public sector sessions at X4 2020
It’s the biggest Experience Management event in the world, so you won’t be short of things to see. Check out our guide to the must-see sessions for government and public sector organizations at X4...
By Jack Davies
Must-see healthcare sessions at X4 2020
It’s the biggest Experience Management event on the planet, so you won’t be short of things to see. Check out our guide to the must-see sessions for healthcare organizations at X4. There’re stor...
By Jack Davies
The must-see customer experience sessions at X4 2020
It’s the biggest Experience Management event on the planet, so there’s something for everyone. Check out our guide to the must-see customer experience (CX) sessions at this year’s X4; From the m...
By Jack Davies
7 patient experience trends to watch in 2020
Patient Experience will once again be a priority in 2020. The scope of patient experience continues to broaden, and demand for better understanding patient needs and wants before, during, and after ca...
By Patty Riskind
The breakthrough moments that defined CX in 2019 and are shaping 2020
Another year has passed, and it’s yet another year where customer experience has evolved at a considerable pace. We’ve seen more and more companies expand their CX programs to bring in more channe...
By Jack Davies
Introducing the new way to turn Facebook Messenger chats into breakthrough customer insights
Facebook Messenger is one of the most popular ways to talk to brands with 67% of consumers saying they intend to use it to interact with companies they buy from. Now, you can turn those conversations ...
By Jack Davies
11 ways to improve your customer referral programs
Word of mouth marketing is critical to lasting and meaningful success. Take a look at these 11 tips and tricks to optimize your customer referral program and grow your business in the experience econo...
By Jake Lizarraga
5 ways to reinvent customer communication for your support team
With customers wanting fast-paced and meaningful communications held on their terms, we explore the different ways you can reinvent and accelerate your responses. When it comes to customer communicat...
By Alexa Lemzy
