Skip to main content

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.

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

Subscribe to the Experience Matters blog

Stay up to date with the latest XM thought leadership, tips and news.