AI-powered innovations for the XM Platform showcased at X4 2025
At Qualtrics, we’re committed to enhancing our customers’ understanding of experience management now and into the future. At X4® 2025 we showcased our latest product innovations to the XM Platfor...
By Rachad Davis
KFC’s winning recipe for delivering exceptional customer experiences worldwide
With 32,000 restaurants across more than 150 countries, KFC has the widest global footprint of any quick service restaurant (QSR) brand. And with a new KFC opening every 3.5 hours, we’re showing no ...
By Sarah Baker
An Experience Management revolution at ServiceNow
At ServiceNow—the AI platform for business transformation—we’re obsessed with our customers. And it shows: Our world-class B2B customer experience is driving industry-leading customer retention ...
By Matt Lombardi
Experience Agents: The future of AI-powered Experience Management
This week marks a pivotal moment in Experience Management (XM) as Qualtrics unveils Qualtrics® Experience Agents™ at X4—AI-powered autonomous agents designed to interact directly with customer...
By Brad Anderson
Customer and Employee Trust Indices, 2025
Trust is the foundation of long-term human relationships. It’s also a critical determinant of whether and how people will interact with organizations – those inside (employees) and outside (client...
By Benjamin Granger, Talia Quaadgras
The State of Customer Experience Across Federal and State Government Services
Government investment in customer experience – backed by Presidential initiatives and the Government Service Delivery Improvement Act of 2024 – has delivered positive results in how agencies serve...
By Sydney Heimbrock, Talia Quaadgras
Which industries employ the most customer service representatives?
How many customer service representatives are there in the United States? As of 2022, the total number was 2,996,554 people. Consider this: when you visit your local grocery store, call your insurance...
By Barry Kehoe
NPS Approaches Pre-Covid Rates
Net Promoter Score (NPS) remains one of the most popular customer experience measurements, with over three-quarters (76%) of CX practitioners reportedly using it as a core metric in 20241. To provide ...
By Talia Quaadgras
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