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.
How Cathay Pacific focuses on passenger feedback to soar above the competition
Customer experience is everything in the airline industry. From the routes they fly to the booking process and the on-board experience, every touchpoint with customers is an opportunity for airlines t...
By Walter Li
Our guide to reputation management strategies
When people look for you online, how do they see you? Are the reviews negative or positive? Does that one frivolous lawsuit stand out above all the positive comments? Today, your online reputation is ...
By Diana Kaemingk
How to use IT help desk surveys to increase satisfaction
We live in a technology-driven world and people can’t function if their technology fails. There are plenty of examples too — Johns Hopkins Medicine learned this the hard way, when their technology...
By Diana Kaemingk
7 ways to improve online reviews
Online reviews hold tremendous power. Case in point: last month, before dining at a restaurant that was recommended to me, I quickly looked up its rating on Google. The first couple of reviews mention...
By Diana Kaemingk
You have experience and operational data. Now what? Governance.
Don’t you just love customer stories? If your business or agency has been around for a while, then you probably know at least one story of how a customer’s life has been transformed by the work...
By Stephanie Thum
5 easy ways to use customer testimonials in your marketing efforts today
This is a guest post from our friend, Jordan Wahl, of G2 Crowd Let’s face it – building strong brand equity isn’t easy nor can it be done alone. It’s more than the work of one mastermi...
By Qualtrics
Learn how analytics is the key to a differentiated customer experience program with Dun & Bradstreet
To be a top company a data-driven mindset combined with a test and learn culture are practically requirements. But this approach is about more than just your financial bottom line, it can improve near...
By Rachel Richter
How Bruce Temkin shaped the CX profession - and how he’s doing the same for XM
For over 20 years, Bruce Temkin has been a central figure in the world of CX. From his influential thought leadership at Forrester, to founding the Customer Experience Professionals Association (CXPA)...
By Bruce Temkin
Find out how UnitedHealthcare turns experience challenges into opportunities to delight customers
The healthcare industry is one of the fastest-growing spaces in America, particularly as the baby boomer generation reaches old age. In the last year, healthcare became the largest supplier of US jobs...
By Tami Reller
Hear how American Express brings the voice of the customer to life
This is the first installment of our new blog series, “Customer Experience Visionaries.” In each post, we’ll feature highlights from a conversation with a Customer Experience thought leader on c...
By Luis Angel-Lalanne
The business value of customer experience research
There’s a massive gap between the experiences consumers want and what organizations are giving them. According to Bain and Co, 80% of organizations feel like they are providing a great experience, y...
By Jessie Kingsford
11 times we made dreams come true at X4
Photo by Rhonda Abrams of USA TODAY. Every year at X4, the Qualtrics Dream Team works tirelessly to make our attendees’ dreams come true. It all started in 2014 when one attendee asked for help buy...
By Daniel Saunders
4 steps to designing a transactional NPS project
In 2008, Starbucks launched “My Starbucks Idea,” a simple way for customers to give input into products and services, improvements, and corporate responsibilities. It was an instant success and St...
By Jessie Kingsford
The top customer experience (CX) conferences for 2021
If you’re looking to keep up to date with CX trends, take advantage of professional development and networking opportunities, and give your team a break from the everyday, why not add some of these ...
By Harry Gough
23 customer experience thought leaders to follow on Twitter
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 ...
By Diana Kaemingk
25 reasons why customer service is vital in 2020
Consumers today expect a great experience and how you deliver customer service is at the heart of it. Brands that meet their consumers’ needs are setting themselves up for success; they’ll improve...
By Harry Gough
17 Customer Service Quotes to Inspire Your Team
Customer service is an important part of the overall customer experience. Consumers expect excellent service and with an abundance of options, they’ll switch to a competitor if they have a negative ...
By Diana Kaemingk
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