Six Analytical Pathways That Link Employee and Customer Experience
Most leaders intuitively understand what XM Institute has labeled the employee engagement virtuous cycle, which describes a strong link between customer experience (CX) and employee experience (EX). T...
By Bruce Temkin, Cecelia Herbert
The Three Core Functions of a CX Center of Excellence
Organizations looking to mature their customer experience (CX) programs often establish a CX Center of Excellence (CoE). Since we’ve been hearing a lot of questions about the topic, we decided to pr...
By Bruce Temkin, Greg Chase, Isabelle Zdatny
Why a sense of belonging at school matters for K-12 students
New Qualtrics research shows that high school students in the U.S. are struggling to feel a sense of belonging at school, with just 49% saying they feel like they are part of their school community. T...
By Qualtrics
How Rihanna and FENTY took celebrity
entrepreneurship
to a new level
From Mark Twain — who once put his name to a line of innovative fountain pens from The Conklin Pen Co — to actor Scarlett Johansson and comedian Colin Jost starring in an Amazon Alexa Super Bowl a...
By Qualtrics
How to tap into Technology Modernization Funds for your customer experience initiatives
Customer experience leaders in the U.S. federal government have a unique opportunity to apply for federal funding allocated to support CX initiatives. All federal agencies providing public-facing info...
By Qualtrics
How upstream thinking saved Expedia millions
Being proactive is essential for any business looking to achieve success, but one of the greatest challenges is overcoming the cycle of response. More often than not, businesses spend a considerabl...
By Qualtrics
Solving EX & CX problems before they happen
Taking a more proactive approach to solving customer and employee experience challenges. Today, the key to good business is empathy. Whether they’re customers or employees, understanding what pe...
By Qualtrics
Conversational Analytics Are Transforming Contact Centers
Get ready for radical change in contact centers! That was my realization after listening to Qualtrics clients share some of their efforts during what we’ve called, The XM Discover Tour. Over the...
By Bruce Temkin
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