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
Examining 10 Years of Net Promoter Scores in the U.S.
Qualtrics XM Institute (and previously Temkin Group) has been tracking Net Promoter® Scores (NPS®) in the U.S. since 2012. So we decided to take a look at the changes we’ve seen over the previous ...
By Bruce Temkin
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
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
Net Promoter Scores Partially Recover from 2020 Collapse
We just completed our 2021 U.S. NPS benchmark study, so I decided to take a look at how consumer attitudes have changed over the last two years. In a post last year, I examined how Net Promoter®...
By Bruce Temkin
The Five Essential Elements of CX Program Governance
Organizations do not become customer-centric overnight. Customer experience (CX) transformation requires organizations to maintain a systematic focus on making changes over multiple years and across a...
By Aimee Lucas, Bruce Temkin, Isabelle Zdatny
Top Executives Expect to Spend More to Meet Rising Customer and Employee Demands
In the midst of the pandemic and ongoing labor shortage, C-Suite executives say customers and employees will become more demanding in the coming months, and spending will increase around technology, h...
By Qualtrics
Bad Customer Experience Puts $4.7 Trillion in Global Consumer Sales at Risk
In a recent global study of nearly 18,000 people across 18 countries, Qualtrics XM Institute examined how consumers respond to a bad experience. We thought it would be interesting to translate that re...
By Bruce Temkin, Moira Dorsey
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