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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.


6 customer signals that every product manager should listen to

Too often, Product Managers develop products and hope they will resonate with customers. Here are six signals that you can find within your customer feedback that can help product teams develop the pr...

By Qualtrics


Top 3 Social Media Marketing Goals for Twitter

Twitter, the highly popular 140 characters microblogging platform, currently has over half a billion active users. Twitter’s CEO, Dick Costolo, has the ambitions to make the social network the “wo...

By Qualtrics


DX Metrics: Drive business impact by humanizing the digital experience

As businesses look to differentiate themselves, the digital experience is a key battleground where loyalty is won and lost. So it’s natural that more and more businesses are investing in maximizing ...

By LiLi Wong


Digital customer care: the new normal in 2022

Many companies have started to prioritize digital customer care programs, albeit at a slow pace, but some organizations are lagging despite huge shifts in the customer service industry. As we head int...

By Qualtrics


Clarabridge Engage Now Supports Instagram DMs and Instagram Shops

Just over 10 years ago, an app was launched enabling you to take pictures, enhance them through predefined filters, and share with your friends. Who could predict that this app would soon gather over ...

By Dimitri Callens


Automation brings humanity back to digital customer experience

Legendary science fiction author Isaac Asimov devised three laws for robotics: A robot ought not to harm humans or cause harm to happen to humans through inaction. A robot should obey human co...

By Dimitri Callens

The key to customer experience success in financial services

Does your company want to become more customer-centric but not know where to start? When it comes to meeting customer expectations and excelling in a highly competitive environment, businesses need to...

By Qualtrics


How to respond to reviews in 2022

As consumers, we all want to make wise purchasing decisions. So, how do we ensure we aren’t being ripped off? We study the customer reviews! Online ratings and reviews are a powerful engine that com...

By Dimitri Callens


A personal approach to customer experience with preference data

From the way we work to how we purchase goods and services, every facet of our day-to-day life has been influenced by digital acceleration over the past few years. But as we find ourselves inundate...

By LiLi Wong


The 2021 Qualtrics Digital CX Benchmark

The Qualtrics XM Institute is excited to announce the third annual, 2021 edition of our digital benchmark initiative - the XMI Customer Ratings - Digital. These benchmarks are timely as we have all...

By Juliana Holterhaus


Winning with Marketplaces: Why Qualtrics’ Listing on the AWS Marketplace is Big News

Qualtrics is now listed on Amazon Web Services (AWS) Marketplace, demonstrating a continued commitment to help AWS customers access the best contact center and CX solutions. Posting on AWS Marketplace...

By Qualtrics


Text analytics vs. sentiment analysis

Chocolate and peanut butter. Romeo and Juliet. Yin and yang. Sometimes two ideas become so closely identified with each other that it can be hard to remember that they are actually separate entities. ...

By Lisa Sigler

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