Analysis and Insights
for CX Leaders

“What’s new in the world of CX at Qualtrics? We’re answering that question with our new CX updates series. Check out the CX Updates feed for updates from previous months.” Companies are focusing on personalization more than ever to both delight customers and improve their business. 81% of consumers want brands to understand them better […]

For years, federal agencies have had a problem with collecting and measuring customer feedback. If you asked why, you usually wouldn’t hear that it had anything to do with tools, technology, or talent. It had to do with a law known as the Paperwork Reduction Act (PRA), which put into place a mandatory, complex, inter-agency […]

As a customer experience professional, you understand the industry ever-changing and you must keep up with the latest trends to stay relevant. Customer experience conferences are a great way learn, share ideas, and network with other professionals. It also gives a well-needed reprieve from the day-to-day grind in the office and a chance to ignite […]

Customer experience is all the rage right now if your organization is not working to delight your customers, you will fall behind. According to a Watermark study on customer experience ,“companies that prioritize customer experience outperform customer experience laggards in stock returns by an average of nearly 80%.” With the rise of social media, it’s easier […]

Today’s post is the third of a three-part series on OMB’s new guidance to federal agencies on managing customer experience and service delivery. If you’ve read OMB A-11 Section 280, or perused parts 1 and 2 of our blog series on this topic, it may have become clear that achieving true compliance with the spirit […]

Great customer service is essential for business. In fact, consumers are willing to spend 17 percent more with companies that deliver excellent service, according to American Express. Unfortunately, it’s true that bad news travels faster than good news, especially in the age of social media. Most customer service stories online are about bad customer service […]