B2B CX Management Efforts Have Room to Improve
Managing CX in a business-to-business (B2B) organization requires navigating a complex environment. These organizations have to account for multi-faceted customer relationships as they serve different...
By Aimee Lucas
Questions About Government CX, with Answers for All CX Programs
A couple of weeks ago, I joined a group of customer experience (CX) professionals who work across a variety of Federal Government agencies here in the U.S. for a virtual question and answer session. I...
By Aimee Lucas
Five XM Practices for Accelerating Your Digital Transformation
As companies across industries face unique challenges from the pandemic, there’s a common theme in their response: embrace digital. In this rapidly changing environment, just about every organizati...
By Juliana Holterhaus
How to measure service quality
It’s imperative that you provide excellent service to your customers. With a wealth of competition, companies that don’t compete on customer experience will lose customers to those that are contin...
By Qualtrics
What’s the future of customer experience?
As we look forward, which best practices are CX leaders adopting, and what are the factors and forces that will shape CX in the years to come? The future of CX is XM We believe that the future of cu...
By Daniel Saunders
Forrester Study: Economic Impact of Qualtrics CustomerXM
Experience management from Qualtrics isn’t just a good strategic decision. It’s an excellent financial decision. In a Qualtrics-commissioned Total Economic Impact™ study (TEI), Forrester Consult...
By Catherine Thurtle
How to humanize customer experience
To avoid falling behind your competitors in the fast-moving experience economy, it’s critical you are able to humanize your customer experience (CX). The rise of e-commerce, social media, and mob...
By Juliana Holterhaus
5 stages to evolving your CX program through the maturity model
XM Institute Expert Isabelle Zdatny walks us through the benefits and stages of evolving your CX program through the maturity model. What is a CX maturity model A CX maturity model is a roadmap to h...
By Catherine Thurtle
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