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Customer Experience

The latest CX stories and insights

Get the latest opinions from our customer experience experts and explore the stories behind some of the breakthrough brands turning customers into fans.

Digital Interactions: Achieving the ideal human/digital balance for serving your customers

How individuals interact with your digital properties – your websites, mobile websites, mobile applications – is what we call digital experience. The most basic objective of any digital strateg...

By Walker

Personalization: designing and delivering a holistic experience, tailored for each customer

It’s been said that the best gifts are those made especially for you. This bit of wisdom is excellent advice for today’s leaders of experience management. Customers are tired of being treated as o...

By Walker

5 ways to win with CX

UAE-based lifestyle group, Majid Al Futtaim (MAF) has the largest voice of the consumer (VOC) listening programme in the region. It’s committed to enhancing every experience across all customer inte...

By Qualtrics

Original research: The state of digital experience in 2023

For the last three years, the focus for many companies has been on accelerating digital transformation. They had to —their very survival depended on it. Today, you see the impact of that, digital ex...

By Ronell Hugh

Global consumer trends to watch out for in 2023

Consumers demanded better experiences in 2022, and businesses that listened were able to find success. In 2023, it will be no different - those that pay attention to consumer trends will reap the rewa...

By Qualtrics

11 great customer service examples in 2023

Excellent customer service is essential for business. In fact, consumers are willing to spend 17 percent more with companies that deliver great customer service, according to American Express. Unfo...

By Diana Kaemingk

A CX roadmap for transformational change 

CX impacts not only how companies are delivering services, but how their culture is defined, and even their brand values. Here’s how property management firm, Provis, extracted deep insights from cu...

By Qualtrics

“Don’t mess up the corn”: How KFC serves up exactly what its customers want

There’s getting to know customers…then there’s KFC getting to know customers. At Experience London, we heard from Cat Envis - Guest Insights and Analytics Manager - on how one of the world’s b...

By Qualtrics

Connecting customer, employee and brand experiences to drive business growth

Experiences are at the heart of business success The key to winning market share and achieving stellar business growth today isn’t just about delivering exceptional products and services — it’s...

By Qualtrics

Drive fast business impact with in-moment, in-context digital engagement

In today’s economic times, with budget cuts and less headcount, brands are facing an increasing pressure to grow their business. The question digital leaders are asking themselves is: How to drive m...

By LiLi Wong

How Brussels Airlines has made its social media customer service more efficient (and cheaper to run)

Airlines are no strangers to huge, external events completely disrupting their industry. And when things go wrong, people are quick to get in touch. More and more, though, customers are reaching out t...

By Daniel Saunders

How to use analytics for risk management

Calculating and managing risk is a vital part of business, but how can data analytics play into successful management? Read on to find out what risk management analytics is, why it’s important and h...

By Qualtrics

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