Customer Experience

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Jay Baer: Be a customer conversation starter

Where do you start with Jay Baer? New York Times best-selling author of 6 books? 7th-generation entrepreneur? Founder of 5, multi-million dollar companies? Or how about the fact he’s advised over 70...

By Jack Davies


The psychology and importance of online reviews

What makes customers write reviews? Why are reviews so powerful? And how can you make them work for your business? The feedback medium for every context The review is now a near-ubiquitous part of t...

By Sarah Fisher


New XM Institute research: State of Customer Experience Management 2019

I’m particularly happy to announce a new research report, The State of CX Management, 2019. In the past, Temkin Group published similar research and we charged for the reports. One of the great thin...

By Bruce Temkin


Matt Dixon: CX myths and escaping conventional wisdom

When Matt Dixon completed his PhD in political economy, he knew one thing for sure: the world of academia wasn’t for him. Political economy’s loss turned out to be CX’s gain, and since 2006 he...

By Daniel Saunders


4 ways leading companies are predicting customer behavior

A great customer experience (CX) is determined by a business’s ability to effectively respond to the question: “what do customers want?” The challenge, however, is that in today’s disruptive e...

By Lachlan Malone


7 Examples of good customer service practices

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

By Diana Kaemingk

How food packaging giant Tetra Pak combines X- and O-Data

Look around your kitchen and you’re likely to find at least one bit of Tetra Pak packaging. The company’s patented cartons are up there with soda cans in terms of instant recognition. That ubiquit...

By Daniel Saunders


The Most Common Reasons Customer Experience Programs Fail

Most customer experience (CX programs) are positioned as strategic, but quickly veer away from business objectives and become simply about tracking CX metrics. Time passes slowly, data continues to mo...

By Ryan Smith, Co-Founder and CEO, Qualtrics, Webb Stevens


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? Sample Size Calculator Qualtrics offers a...

By Qualtrics


5 simple ways to conquer "closed loop" feedback

Collecting feedback from customers and employees is more important now than ever before. And, as we shared in this recent blog post, there are more ways than ever before to do it. Simply collecting fe...

By Stephanie Thum


Serving up customer relationships, not just food, at Fiesta Restaurant Group

It’s the story of two cult restaurants - one a radical patio dining concept in San Antonio, TX, and the other a fresh, healthy take on fast food chicken in Miami, FL. 40 years on and the cult follow...

By Jack Davies


How to create better experiences in the hospitality industry

There’s no denying that the tourism industry is one of the largest industries in the world. According to Statista, 1.323 million international tourists traveled in 2016 and the total contribution of...

By Diana Kaemingk

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