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.
6 customer signals that every product manager should listen to
Too often, Product Managers develop products and hope they will resonate with customers. Here are six signals that you can find within your customer feedback that can help product teams develop the pr...
By Qualtrics
Top 3 Social Media Marketing Goals for Twitter
Twitter, the highly popular 140 characters microblogging platform, currently has over half a billion active users. Twitter’s CEO, Dick Costolo, has the ambitions to make the social network the “wo...
By Qualtrics
DX Metrics: Drive business impact by humanizing the digital experience
As businesses look to differentiate themselves, the digital experience is a key battleground where loyalty is won and lost. So it’s natural that more and more businesses are investing in maximizing ...
By LiLi Wong
Digital customer care: the new normal in 2022
Many companies have started to prioritize digital customer care programs, albeit at a slow pace, but some organizations are lagging despite huge shifts in the customer service industry. As we head int...
By Qualtrics
Clarabridge Engage Now Supports Instagram DMs and Instagram Shops
Just over 10 years ago, an app was launched enabling you to take pictures, enhance them through predefined filters, and share with your friends. Who could predict that this app would soon gather over ...
By Dimitri Callens
Automation brings humanity back to digital customer experience
Legendary science fiction author Isaac Asimov devised three laws for robotics: A robot ought not to harm humans or cause harm to happen to humans through inaction. A robot should obey human co...
By Dimitri Callens
The key to customer experience success in financial services
Does your company want to become more customer-centric but not know where to start? When it comes to meeting customer expectations and excelling in a highly competitive environment, businesses need to...
By Qualtrics
How to respond to reviews in 2022
As consumers, we all want to make wise purchasing decisions. So, how do we ensure we aren’t being ripped off? We study the customer reviews! Online ratings and reviews are a powerful engine that com...
By Dimitri Callens
A personal approach to customer experience with preference data
From the way we work to how we purchase goods and services, every facet of our day-to-day life has been influenced by digital acceleration over the past few years. But as we find ourselves inundate...
By LiLi Wong
The 2021 Qualtrics Digital CX Benchmark
The Qualtrics XM Institute is excited to announce the third annual, 2021 edition of our digital benchmark initiative - the XMI Customer Ratings - Digital. These benchmarks are timely as we have all...
By Juliana Holterhaus
Winning with Marketplaces: Why Qualtrics’ Listing on the AWS Marketplace is Big News
Qualtrics is now listed on Amazon Web Services (AWS) Marketplace, demonstrating a continued commitment to help AWS customers access the best contact center and CX solutions. Posting on AWS Marketplace...
By Qualtrics
Text analytics vs. sentiment analysis
Chocolate and peanut butter. Romeo and Juliet. Yin and yang. Sometimes two ideas become so closely identified with each other that it can be hard to remember that they are actually separate entities. ...
By Lisa Sigler
7 can’t-miss social customer service stats for 2022
Now that the holidays are over and we’ve welcomed a new year, it’s time to crack on with work. To get you all set for the new year, we’ve gathered 7 social customer service statistics that will ...
By Qualtrics
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
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