Customer Experience: Mandate to Momentum
Leveraging federal requirements to advance CX maturity The Presidential Executive Order on customer experience is a major milestone in the movement to bring the power of experience management to focu...
By Jill Leyden
80% of customers said they have switched brands because of poor customer experience
New research from Qualtrics and ServiceNow revealed 80% of customers said they have switched brands because of poor customer experience, and 43% of respondents said they were at least somewhat likely ...
By Qualtrics
Improving patient experience by engaging your employees
When I was a chief experience officer, I often told front-line leaders to stop focusing on patient experience and invest their energy in their employees. Healthcare organizations (HCOs) have long been...
By Susan Haufe
Qualtrics named a Leader in Gartner’s Magic Quadrant for Voice of the Customer 2021
The results of Gartner’s 2021 search for the best Voice of the Customer (VoC) platforms is in — and for the second consecutive year CustomerXM has been named a ‘leader’ in this year’s report...
By Qualtrics
New Text iQ machine learning models deliver industry leading accuracy with sentiment analysis
What is sentiment analysis? Sentiment analysis is a powerful tool for monitoring and understanding contextual sentiment for any customer, employee, product, or brand experience. It uses natural langu...
By Qualtrics
2021 XMI Customer Ratings benchmarks now available
Close competitive gaps faster with our XMI Customer Ratings benchmarks. Here’s what to expect. With barriers to entry for businesses and customer switching costs at an all-time low, you need to b...
By Qualtrics
Experience ID and Customer Data Platforms: Accelerate your CX program through integration
With the arrival of Experience Management in the boardroom, organizations have each invested millions of dollars on tools to gather data across all touchpoints. But rarely do these tools communicate w...
By commonFont
Creating a new SaaS NPS benchmark with digital experience intelligence
Virtually every statistic and measurement your brand gathers are to answer one ultimate question: “How are we doing?” As a marketer, a customer success team, or product manager, you want to kno...
By FullStory
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