Understand every voice: How to use XM in health insurance contact centers
Health insurers are eager for greater insight into how members feel when they call, live chat, or text. Capturing far more than the words can unlock a treasure trove of actionable insights and informa...
By Elizabeth ErkenBrack Ph.D.
The experience transformation underway at Standard Chartered
As we saw in the countless examples at Qualtrics’ WorkDifferent event, there are two critical capabilities that help set organizations and governments apart in our rapidly changing world. First, ...
By Harish Agarwal
3 things we learned about student experience at the Experience Symposium
At the Qualtrics Experience Symposium, we heard from thought leaders and educators about new approaches to student experience that spanned everything from supporting student well-being and improving t...
By Qualtrics
QR codes for exceptional in-store customer experience
2020 certainly delivered some surprises. One was the resurrection of the QR code, which went from being a quaint-but-clunky marketing device in the early 2000s to a slick, touchless solution, invaluab...
By Qualtrics
Patient experience drives trust and advocacy
Today marks the beginning of Patient Experience Week. This week is a globally recognized event that celebrates the healthcare workers who impact patient experience every day. It is a week near and dea...
By Bruce Temkin, Susan Haufe
Want to improve customer experience? Improve the agent experience first
Happy contact center agents mean happy customers. But investment in agents doesn’t just improve CSAT – it also cuts the cost of employee attrition, and builds a pipeline of expert talent. To keep...
By Qualtrics
Why agile workforces are key for good CX – and how to build them
In contact centers, agility is a critical quality. A truly agile workforce can flex around changing contexts and customer demand. But how do contact center leaders build empowered, agile teams? The ri...
By Qualtrics
6 world-class B2B CX examples to learn from
Business, sales and marketing leaders are embracing B2B CX programs to optimize customer experience, but it’s not easy. We explore 6 successful B2B CX examples to share what you can do in your compa...
By Qualtrics
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