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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.


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


A CX roadmap for transformational change 

CX impacts not only how companies are delivering services, but how their culture is defined, and even their brand values. Here’s how property management firm, Provis, extracted deep insights from cu...

By Qualtrics


“Don’t mess up the corn”: How KFC serves up exactly what its customers want

There’s getting to know customers…then there’s KFC getting to know customers. At Experience London, we heard from Cat Envis - Guest Insights and Analytics Manager - on how one of the world’s b...

By Qualtrics


Connecting customer, employee and brand experiences to drive business growth

Experiences are at the heart of business success The key to winning market share and achieving stellar business growth today isn’t just about delivering exceptional products and services — it’s...

By Qualtrics


Drive fast business impact with in-moment, in-context digital engagement

In today’s economic times, with budget cuts and less headcount, brands are facing an increasing pressure to grow their business. The question digital leaders are asking themselves is: How to drive m...

By LiLi Wong

How Brussels Airlines has made its social media customer service more efficient (and cheaper to run)

Airlines are no strangers to huge, external events completely disrupting their industry. And when things go wrong, people are quick to get in touch. More and more, though, customers are reaching out t...

By Daniel Saunders


How to use analytics for risk management

Calculating and managing risk is a vital part of business, but how can data analytics play into successful management? Read on to find out what risk management analytics is, why it’s important and h...

By Qualtrics


Building a customer-centric culture in Bankwest’s Customer Service Centre

Everytime a customer leaves feedback on their Contact Centre experience at Bankwest, Shamus Hurley, Customer Service Manager in the Customer Service Centre team, automatically receives a notification ...

By Qualtrics


Why a sense of belonging at school matters for K-12 students

New Qualtrics research shows that high school students in the U.S. are struggling to feel a sense of belonging at school, with just 49% saying they feel like they are part of their school community. T...

By Qualtrics


Friends of FENTY: Five brand experiences based on core values

FENTY transformed the beauty industry for good, embracing diversity and inclusion to create a breakthrough brand and an incredible business. What can we learn from other brands who have led with their...

By Qualtrics


How Rihanna and FENTY took celebrity
entrepreneurship
to a new level

From Mark Twain — who once put his name to a line of innovative fountain pens from The Conklin Pen Co — to actor Scarlett Johansson and comedian Colin Jost starring in an Amazon Alexa Super Bowl a...

By Qualtrics

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