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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.


Unraveling the paradox of choice

Is less finally more? Can we complete a Costco run in less than an hour? If not, why?  Today, we answer these important questions. If you’ve yet to visit a Costco, we’ve some age-old wisdo...

By Qualtrics


What's the deal with the $4.99 rotisserie chicken?

You can buy almost anything at Costco: caskets, medicine, TVs, even weird jumbo-sized ketchup — but at the back of the store is one of its most prized and coveted items… The Kirkland Signature ...

By Qualtrics


New Research: Customer Service Agents Share Thoughts from the Front Lines of the Economic Downturn

Sixty percent of customer service agents said customers became more rude and aggressive during the pandemic, and one in five (20%) think about quitting every week, according to new research from Qualt...

By Qualtrics


7 things your social listening software should do

Social media listening is a comprehensive undertaking for businesses, but it doesn’t need to be intimidating with the right tools. Read on to see how you can make the most of your social listening s...

By Qualtrics


Learning how residents feel about the public sector: Empathy at scale analytics

For governments, the emotions expressed by citizens across social media can provide deep insight into their response to new campaign messaging and policies, and perception of how they’ll be impacted...

By Phillip Bland


Reading between the lines: How the City of Kitchener is improving services by listening to its citizens

When leaders of the City of Kitchener in Ontario, Canada set out to understand their customers’ satisfaction with the process of requesting a monthly parking permit online, they discovered something...

By Qualtrics

The key to successful CX transformation

In an age where connection has become both easier and more complex, human beings continue to desire to be heard and understood. We want to be sure that what we’re saying has an impact, and that our ...

By Qualtrics


How upstream thinking saved Expedia millions

Being proactive is essential for any business looking to achieve success, but one of the greatest challenges is overcoming the cycle of response. More often than not, businesses spend a considerabl...

By Qualtrics


Solving EX & CX problems before they happen

Taking a more proactive approach to solving customer and employee experience challenges. Today, the key to good business is empathy. Whether they’re customers or employees, understanding what pe...

By Qualtrics


Bring more empathy to the contact center with SAP Service Cloud and XM Discover’s new integration

Today, 8 out of 10 people believe customer experience needs to be improved. 62% believe that companies need to care more about their customers – and when they do, 60% of customers would spend more w...

By Kate Hodgins


3 Ways to Future Proof Your Contact Center

The contact center is at the heart of any organization that truly has a customer-first approach. It presents an incredible opportunity to generate revenue and optimize costs while also providing custo...

By Kate Hodgins


What you need to know about review gating

While the value of customer reviews for a business is well documented, the desire to feature only positive comments on review sites like Google, Yelp, and Tripadvisor is getting some businesses in ser...

By Alyssa Johnson

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