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 AccountContact Centers: The Last Line of Defense
Originally published on Forbes.com 78% of consumers permanently change how they feel about a company based on a single interaction with the contact center, according to this Qualtrics study of 2,00...
By Luke Williams
New research: The current state of customer experience within seven major industries
The Qualtrics XM Institute recently published a series of new reports that examine the current quality of customer experience (CX) within seven key industries: airline, automotive, banking, health ins...
By Isabelle Zdatny
5 customer experiences you have to nail as a brand
We’ve all had the familiar Amazon experience. We navigate, click, and magically two days later our laundry detergent arrives. They truly are the master of retail experience, but just the other day I...
By Joe Martin
6 digital technologies helping bricks-and-mortar sites deliver better customer experience
Technology is an integral part of life, and for location-based businesses like shops, or restaurants it can play an important part in bringing the digital and physical worlds together. Here’s 6 tech...
By Daniel Saunders
Your employee feedback might be just the thing your customers want
Frontline employees often know your customers best. And their ideas can lead to breakthrough moments – just ask Sony, Microsoft, and 3M who’ve all seen major breakthroughs in the past thanks to em...
By Jack Davies
New Research: The ROI of Customer Experience
The XM Institute recently published a new report, The ROI of Customer Experience, 2019. It examines the connection between customer experience and loyalty across 20 U.S. consumer industries: Airlines,...
By Bruce Temkin
How to include frontline staff in your CX strategy
The staff who meet and talk to your customers play a huge role in executing your CX strategy. So why not loop them into the planning stages too? Frontline staff deal with your customers on a day-to...
By Daniel Saunders
The best places to shop these holidays
Love it or hate it, you can’t deny shopping in the holiday season is big business. For retailers there’s more than 700 billion dollars up for grabs. In the rush to claim their share, we consistent...
By Ross Lambert
Improving patient experience by engaging your employees
When I was a chief experience officer, I often told front-line leaders to stop focusing on patient experience and invest their energy in their employees. Healthcare organizations (HCOs) have long bee...
By Susan Haufe
Altair Global- redefining relocation as an ‘experience’
Scour the internet for a list of major life changes and you’re bound to find ‘moving’ right up there. For Altair Global, a global mobility company, experience management (XM) is the key to provi...
By Jack Davies
5 best practices for coaching frontline employees to deliver exceptional CX
"Customer-facing staff are the human face of your CX strategy, and they play a make or break role in the quality of day to day experiences. Here’s how to help them perform at their best. When sta...
By Ross Lambert
Please hold, this contact center isn’t ready to deliver breakthrough CX
Customer care teams have the power to deliver breakthrough experiences, and our latest research shows just how much customers value them. But despite their potential, they lag behind other business in...
By Jack Davies
20 predictions for customer experience in 2020
Our team of CX experts have looked into their crystal balls to see what’s coming around the corner in 2020. From the growing importance of AI to the explosion in C-Suite experience leaders, here are...
By Daniel Saunders
Win the Holiday season with breakthrough digital experiences
Consumers are set to spend up to $166.9 billion this holiday season through online and other non-store sales. To put this in perspective, more than a quarter of holiday sales in 2019 will happen onlin...
By Juliana Holterhaus
4 standout shopping experiences
Crafting unique and memorable experiences for your customers will give you the edge on the competition this holiday season. Here are 4 brands adding sparkle to their offering. 1. Story Fairytale...
By Catherine Thurtle
5 ways to connect with customers online during the holiday season
We’re now right in the middle of the holiday shopping season. It’s the busiest time of year for customers with long gift lists for friends and family, parties to arrange, homes to decorate, and jo...
By Daniel Saunders
How retail brands are using personalization to boost customer experience
The holidays are undoubtedly retail’s busiest time as everyone scrambles to give Santa a run for his money. But this also means that competition for consumer cash is fierce. Research from advertisin...
By Catherine Thurtle
