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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.

Must-read customer experience books for 2023

It’s that time again – we’ve published our 2023 reading round-up for CX professionals looking to update their knowledge and prime their thinking for the year ahead. This year it’s all about...

By Sarah Fisher

How three leading organisations are building better business through human-centric CX

Consumer behaviours and needs are once again changing as people adapt their spending habits in response to rising costs and shifting priorities. In fact, our own research shows that in Australia consu...

By Qualtrics

Customer expectations: 7 Types all exceptional researchers must understand

All companies want to ‘exceed customer expectations’, but do you really know what that means? Learn the facts below. What are customer expectations? Generally, customer expectations are a set of...

By Dave Pabley

Human experience – what is it and why does it matter?

Authentic human connections are essential to life, and business is no exception. Here’s how to enhance, scale and optimize the human experience in your organization. What is human experience (HX)? ...

By Sarah Fisher

7 ways to build a customer-centric culture

The customer is always right. Right? Whether you agree or not, the customer should always be the main focus of your business. Senior Principal Analyst at the Qualtrics XM Institute, Aimee Lucas, expla...

By Sarah Fisher

How customer experience helps bring Open Universities Australia’s brand promise to life

Open Universities Australia (OUA) helps students explore hundreds of online degrees and thousands of subjects from Australian universities. As an impartial destination the organisation is "Here to gui...

By Qualtrics

Digital Interactions: Achieving the ideal human/digital balance for serving your customers

How individuals interact with your digital properties – your websites, mobile websites, mobile applications – is what we call digital experience. The most basic objective of any digital strateg...

By Walker

Personalization: designing and delivering a holistic experience, tailored for each customer

It’s been said that the best gifts are those made especially for you. This bit of wisdom is excellent advice for today’s leaders of experience management. Customers are tired of being treated as o...

By Walker

5 ways to win with CX

UAE-based lifestyle group, Majid Al Futtaim (MAF) has the largest voice of the consumer (VOC) listening programme in the region. It’s committed to enhancing every experience across all customer inte...

By Qualtrics

Original research: The state of digital experience in 2023

For the last three years, the focus for many companies has been on accelerating digital transformation. They had to —their very survival depended on it. Today, you see the impact of that, digital ex...

By Ronell Hugh

Global consumer trends to watch out for in 2023

Consumers demanded better experiences in 2022, and businesses that listened were able to find success. In 2023, it will be no different - those that pay attention to consumer trends will reap the rewa...

By Qualtrics

11 examples of great customer service in 2022

Excellent customer service is essential for business. In fact, consumers are willing to spend 17 percent more with companies that deliver great customer service, according to American Express. Unfo...

By Diana Kaemingk

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