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.


A guide of the best digital CX practices

If I were to ask you, “are you able to confidently view the customer experience (CX) you deliver from the eyes of your customer”, what would you say? Let me explain. Advances in technology and ...

By Juliana Holterhaus


3 patient experience problems that can be tackled with CX solutions

Many of the issues you face with patient experience may be solved with the same best-in-class customer experience (CX) principles used by the world’s most successful brands. Guest speaker Faith Ada...

By Catherine Thurtle


6 ways to kick-start your CX program

Implementing a great CX program takes careful planning and intentional design. Check out our top tips, recommendations and insights from Head of the Qualtrics XM Institute Bruce Temkin, all of which s...

By Catherine Thurtle


"Beginning with the end in mind": How Jim Harwood helped jump-start Farm Bureau Financial Service's CX program

Ask Jim Harwood, Client/Member Experience VP at Farm Bureau Financial Services, how you build support for a CX program with your CEO and Senior leadership and he’ll tell you to take a lesson from Mi...

By Daniel Saunders


3 ways American Express is creating a customer-centric culture

Building a customer-insights program that allows companies to listen and then act on customer feedback is essential, but isn’t easy. To be truly customer-centric you need to empower people at all le...

By Catherine Thurtle


3 ways to build a customer-centric culture

The customer is always right. Right? Whether you agree or not, the customer should always be the main focus of your business. Senior Principal Analyst at the Qualtrics XM Institute, Aimee Lucas, expla...

By Catherine Thurtle

Joe Pine: 'How to personalize customer experiences'

Goods and services are being increasingly commoditized. So how can companies stand out from the competition? The answer is through positive interactions and memorable, personalized experiences. Take a...

By Catherine Thurtle


Matt Dixon: Before encouraging customer loyalty, discourage disloyalty.

We’ve all heard about companies wowing customers with extraordinary acts. However, according to bestselling author, Matt Dixon, that’s not where we should be focusing our efforts. Matt argues that...

By Catherine Thurtle


Government customer experience: are we making progress yet?

Over the past several years I've been asked more times than I can count: "Why should government care about customer experience?" The assumption is usually that governments don't have to care about ...

By Stephanie Thum


10 questions to ask when starting a B2B CX program

How do I deliver a great business-to-business (B2B) customer experience (CX)? This is a question we increasingly hear leaders from B2B organizations asking. And with good reason. By 2020, Accenture I...

By Craig James


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

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