XM Knowledge Base
How to design rating scale questions
We show you how to design and use rating scale questions in your survey, so you can get easy-to-interpret qualitative feedback data back. Designing rating scale questions can be tricky to use, but ...
By Will Webster
Understanding human behavior: The softer side of experience management
Discover why universal human behavior traits are key to a successful XM activation. Experience management (XM) is becoming increasingly vital to organizations’ long-term business success. Underst...
By Isabelle Zdatny
How much does advertising on social media really influence the customer experience — even when they’ve signed off?
"Social media has become an advertising machine. Brands have flooded these platforms to place products in front of consumers and have created massive influencer programs to nudge users into making a p...
By Qualtrics
Experience management 101: The what, why, and how of XM
As the ever-increasing flow of information shifts power from organizations into the hands of individuals, businesses must reassess how they operate. They must continuously learn what customers, employ...
By Bruce Temkin
15 ways to improve the ecommerce customer experience
Like any other commerce, ecommerce needs outstanding customer experience to stay competitive and profitable. What is ecommerce CX and how can you achieve it? ecommerce shopping has changed the reta...
By Ruth D'Alessandro
5 digital customer service skills your agents need to be successful
Customer needs are changing. Find out how to improve your digital customer service for our distributed world. While the digital world has its own language and nuances, many of the basic principles ...
By Sarah Olson
Collect feedback and connect with customers through mobile app surveys
Many companies with a mobile app are missing out on valuable customer feedback. Find out how you can take advantage and connect with customers using a mobile app survey. As the customer journey bec...
By Diana Kaemingk
2020 XMI customer ratings benchmark data is live
Do you want to find out how your industry ranks for customer experience (CX)? Are you interested in benchmarking your CX performance for comparing to companies like your own? To help your business ...
By Adam Lang
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