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.


The future of telehealth: How to deliver the right experience

Telehealth has become a primary source of healthcare for many since the outbreak of COVID-19. And it’s here to stay. So how can we deliver the best possible experiences for patients and providers? ...

By Catherine Thurtle


Post Office: Going beyond metrics to improve customer and employee experience during the COVID-19 crisis

In late March, as the UK went into lockdown as a result of the coronavirus pandemic, Post Office branches around the country remained open, designated an essential service. “In normal times, we...

By Daniel Saunders


Lessons from crisis managers: How to lead a customer service team in times of crisis

As the world faces new challenges created by an unprecedented global crisis, many businesses are waking up to the reality that business change can happen anywhere, at any time. And while organizations...

By Derek Jones


When supporting customers means better business

How much do you feel supported during the crisis? That’s the customer data every company needs during the crisis, but very few have. With its own customers feeling pressure, and with traditional int...

By Ben Rogers


New study shows consumers’ online and in-person plans as the U.S. heads back to business

Originally published on Forbes. As many parts of the U.S. loosen their COVID-19 restrictions, many businesses are heading into the Explore phase, the first of three phases of recovery that I’ve p...

By Bruce Temkin


How Canada’s largest credit union is helping both members and employees respond to the pandemic

When COVID-19 hit, many Vancity employees saw their workload skyrocket, said Tony Xu, Research Consultant for the Canadian credit union. The global pandemic affected not only Vancity employees — ...

By Liesl Nielsen

Customer expectations: 7 Types all exceptional researchers must understand

Customer satisfaction reflects the expectations and experiences that the customer has with a product or service. Consumer expectations reflect both past and current product evaluation and user experie...

By Scott Smith


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


Sample Size Calculator

How many people do you need to interview to get results representative of the target population with the level of confidence that you are willing to accept? Download our step-by-step guide to make ...

By Qualtrics


Sense, listen and get back to business

The sudden emergence and threat of COVID-19 has fundamentally changed the way we live and the way we do business. In some cases, organizations have been able to shift online, but many others have had ...

By Juliana Holterhaus, Moira Dorsey


Is America ready to return to work and get back to business?

Most U.S. states are making plans to reopen as the country struggles to recover from the COVID-19 pandemic. But as governments and businesses move forward, the question remains: Are Americans ready? ...

By Liesl Nielsen


How to improve the patient experience in a new era of healthcare

As healthcare providers rapidly shift to a new way of working during the COVID-19 outbreak, the patient experience has transformed overnight. In-person consults have been replaced by video conferen...

By Ross Lambert

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