Analysis and Insights
for CX Leaders

The proof is in the pudding, or, in the case of user experience (UX), it’s in what users tell you about their experiences with your website, software, or product. If you don’t know what your users think, it’s next to impossible to decide if you are truly offering the great UX that you think you […]

Customer experience may be coming to government. This month Congress introduced a bill called the Federal Agency Customer Experience Act of 2017. The bill would remove existing legal barriers in the Paperwork Reduction Act (PRA) against agencies gathering customer experience data from citizens and set up federal agencies for the kind of direct feedback long […]

Gathering data is essential these days, gathering quantitative operational data (O-data) and qualitative experience data (X-Data™) — both can illuminate the customer experience. There are many ways to slice and dice the information for different pictures of the customer experience based on segments, demographics, touchpoints, and more. But I want to talk about an essential […]

Emoji’s, thumbs, stars, or sliders are crowding into numbers, response boxes/bubbles, or verbal labels in online survey response options. There is a popular belief that using more media-rich survey response scales will reduce respondent burden and result in increased respondent engagement, higher participation rates, fewer drop-offs, faster survey completion, and higher data quality. While there […]

For every customer you serve, you want their journeys to always end with you: on your website, in your story, or with your sales rep. To ensure their journey always ends with your company, you must deliver an optimized customer experience. Customer journey maps help you create that ideal customer experience. But they can also help […]

Qualtrics, the leader in experience management software, was awarded the Temkin Group’s fifth annual Customer Experience Vendor Excellence (CxVE) Award. The award recognizes organizations that provide products and services that help companies improve the customer experience they deliver. The award nominations are judged based on a company’s capabilities, results, and client case studies. The awards […]