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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.

9 things you need to know about the Gen Z consumer

Gen Z adults, ages 18 to 25, are an emerging consumer force, setting trends that influence the purchasing habits of older shoppers. These youngest of buyers don’t think the same way as their parents...

By Qualtrics

Top 3 unmissable customer experience books for 2022

Our 2022 Global Consumer Experience Trends report revealed that consumers are more disenfranchised with customer experience than ever - and without drastic action, they’re not going to stick around....

By Qualtrics

Top industries for social customer service

Social media has made it easy for people to vent about bad service. Companies no longer control the terms of engagement with customers for customer service. It’s the customer who determines when and...

By Qualtrics

How dynamic journey orchestration helps you personalize at scale – and reap the benefits

Forward-thinking companies of all maturity levels are focused on providing a customer journey that meets expectations, but how do you provide a customer experience that’s personalized at scale? A...

By Qualtrics

Customer Experience: Mandate to Momentum

Leveraging federal requirements to advance CX maturity The Presidential Executive Order on customer experience is a major milestone in the movement to bring the power of experience management to focu...

By Jill Leyden

Research: 80% of customers said they have switched brands because of poor customer experience, and poor customer service experiences drove the most people to switch

New research from Qualtrics and ServiceNow revealed 80% of customers said they have switched brands because of poor customer experience, and 43% of respondents said they were at least somewhat likely ...

By Qualtrics

Drive positive CX and brand perception by harnessing unsolicited feedback

Introducing our native integrations with Google and Facebook reviews, which will enable businesses to power their VoC programs with insights from the channels their customers are using. Your social...

By Terry Anderson

How to minimize the impact of global crises on your employee and customer experience

Recent global crises have caused significant labor shortages – and the impact is leading businesses to reevaluate how to attract the right talent and protect their customer experiences from the fall...

By Moira Dorsey

Improving patient experience by engaging your employees

When I was a chief experience officer, I often told front-line leaders to stop focusing on patient experience and invest their energy in their employees. Healthcare organizations (HCOs) have long been...

By Susan Haufe

Qualtrics named a Leader in Gartner’s Magic Quadrant for Voice of the Customer 2021

The results of Gartner’s 2021 search for the best Voice of the Customer (VoC) platforms is in — and for the second consecutive year CustomerXM has been named a ‘leader’ in this year’s report...

By Qualtrics

The ultimate guide to quality assurance

How does quality assurance (QA) differ from quality control? What role does it play in improving your brand’s products and services? Read on to find out how QA can revolutionize your offering. What...

By Leonie Brown

New Research: Majority of customers support vaccine mandates for holiday shopping

Nearly a year after the first vaccines were administered in the U.S., COVID fears are still interrupting holiday plans, according to new research from Qualtrics. Fewer than half of working America...

By Qualtrics

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