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 breakthrough moments that defined CX in 2019 and are shaping 2020

Another year has passed, and it’s yet another year where customer experience has evolved at a considerable pace. We’ve seen more and more companies expand their CX programs to bring in more channe...

By Jack Davies


Introducing the new way to turn Facebook Messenger chats into breakthrough customer insights

Facebook Messenger is one of the most popular ways to talk to brands with 67% of consumers saying they intend to use it to interact with companies they buy from. Now, you can turn those conversations ...

By Jack Davies


11 ways to improve your customer referral programs

Word of mouth marketing is critical to lasting and meaningful success. Take a look at these 11 tips and tricks to optimize your customer referral program and grow your business in the experience econo...

By Jake Lizarraga


5 ways to reinvent customer communication for your support team

With customers wanting fast-paced and meaningful communications held on their terms, we explore the different ways you can reinvent and accelerate your responses. When it comes to customer communicat...

By Alexa Lemzy


Contact Centers: The Last Line of Defense

Originally published on Forbes.com 78% of consumers permanently change how they feel about a company based on a single interaction with the contact center, according to this Qualtrics study of 2,00...

By Luke Williams


New research: The current state of customer experience within seven major industries

The Qualtrics XM Institute recently published a series of new reports that examine the current quality of customer experience (CX) within seven key industries: airline, automotive, banking, health ins...

By Isabelle Zdatny

5 customer experiences you have to nail as a brand

We’ve all had the familiar Amazon experience. We navigate, click, and magically two days later our laundry detergent arrives. They truly are the master of retail experience, but just the other day I...

By Joe Martin


6 digital technologies helping brick-and-mortar sites deliver better customer experience

Technology is an integral part of life, and for location-based businesses like shops, or restaurants it can play an important part in bringing the digital and physical worlds together. Here’s 6 tech...

By Daniel Saunders


Your employee feedback might be just the thing your customers want

Frontline employees often know your customers best. And their ideas can lead to breakthrough moments – just ask Sony, Microsoft, and 3M who’ve all seen major breakthroughs in the past thanks to em...

By Jack Davies


New Research: The ROI of Customer Experience

The XM Institute recently published a new report, The ROI of Customer Experience, 2019. It examines the connection between customer experience and loyalty across 20 U.S. consumer industries: Airlines,...

By Bruce Temkin


How to include frontline staff in your CX strategy

The staff who meet and talk to your customers play a huge role in executing your CX strategy. So why not loop them into the planning stages too? Frontline staff deal with your customers on a day-to...

By Daniel Saunders


The best places to shop these holidays

Love it or hate it, you can’t deny shopping in the holiday season is big business. For retailers there’s more than 700 billion dollars up for grabs. In the rush to claim their share, we consistent...

By Ross Lambert

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