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.
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...
“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...
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...
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...
Building a customer-centric culture in Bankwest’s Customer Service Centre
Everytime a customer leaves feedback on their Contact Centre experience at Bankwest, Shamus Hurley, Customer Service Manager in the Customer Service Centre team, automatically receives a notification ...
Why a sense of belonging at school matters for K-12 students
New Qualtrics research shows that high school students in the U.S. are struggling to feel a sense of belonging at school, with just 49% saying they feel like they are part of their school community. T...
Friends of FENTY: Five brand experiences based on core values
FENTY transformed the beauty industry for good, embracing diversity and inclusion to create a breakthrough brand and an incredible business. What can we learn from other brands who have led with their...
How Rihanna and FENTY took celebrity
to a new level
From Mark Twain — who once put his name to a line of innovative fountain pens from The Conklin Pen Co — to actor Scarlett Johansson and comedian Colin Jost starring in an Amazon Alexa Super Bowl a...
How to tap into Technology Modernization Funds for your customer experience initiatives
Customer experience leaders in the U.S. federal government have a unique opportunity to apply for federal funding allocated to support CX initiatives. All federal agencies providing public-facing info...
Unraveling the paradox of choice
Is less finally more? Can we complete a Costco run in less than an hour? If not, why? Today, we answer these important questions. If you’ve yet to visit a Costco, we’ve some age-old wisdo...
New Research: Customer Service Agents Share Thoughts from the Front Lines of the Economic Downturn
Sixty percent of customer service agents said customers became more rude and aggressive during the pandemic, and one in five (20%) think about quitting every week, according to new research from Qualt...
7 things your social listening software should do
Social media listening is a comprehensive undertaking for businesses, but it doesn’t need to be intimidating with the right tools. Read on to see how you can make the most of your social listening s...
Learning how residents feel about the public sector: Empathy at scale analytics
For governments, the emotions expressed by citizens across social media can provide deep insight into their response to new campaign messaging and policies, and perception of how they’ll be impacted...
By Phillip Bland
Reading between the lines: How the City of Kitchener is improving services by listening to its citizens
When leaders of the City of Kitchener in Ontario, Canada set out to understand their customers’ satisfaction with the process of requesting a monthly parking permit online, they discovered something...
The key to successful CX transformation
In an age where connection has become both easier and more complex, human beings continue to desire to be heard and understood. We want to be sure that what we’re saying has an impact, and that our ...
How upstream thinking saved Expedia millions
Being proactive is essential for any business looking to achieve success, but one of the greatest challenges is overcoming the cycle of response. More often than not, businesses spend a considerabl...
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