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Customer Experience

Analysis and Insights
for CX Leaders

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 Interactive predicts digital CX will be the main differentiator for B2B companies. Yet despite the sector’s growing focus on CX, a paradox has emerged. 86% […]

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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 700 companies in his time including Nike and The United Nations? When it comes to CX, few people live and breathe it quite like […]

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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 the online experience, popping up everywhere from career-planning to comparing laundry detergent. It’s a format that’s proven to be extremely versatile, […]

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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 things about now being a part of the XM Institute is that we can give it away for free. To understand the […]

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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’s been one of the leading lights in the industry. During 18 years at renowned research firm CEB, Matt honed his […]

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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 economies brands often need to answer this question before consumers even have the chance to ask it. Organizations need to be quick to market. And they […]

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