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.

Why Allianz Global Corporate & Specialty looks to employees for CX inspiration

Allianz Global Corporate & Specialty (AGCS) is one of the world’s largest B2B insurance providers, operating in more than 200 countries and territories. Felicity Holdgate is the company’s Glob...

By Felicity Holdgate

What's new in CustomerXM? The latest experience innovations from Qualtrics

It’s been a busy few months here at Qualtrics, with plenty of new updates to the CustomerXM platform. We always strive to connect customer needs for building a great customer experience with direct ...

By Webb Stevens

Think you're sending too many surveys? How to avoid survey fatigue.

We get a lot of questions at Qualtrics about survey fatigue — it’s a common story, you’re getting great insights from your customer surveys, you want more, so you send more surveys. All of a sud...

By Jack Davies

10 videos all customer experience professionals should watch

Whether you choose to learn from the wisdom of market legends, your own experience (and maybe a few mistakes along the way), requests from customers, or the successes of others, remember that there’...

By Campbell George

How Post Office puts CX in the hands of its employees

There are more than 11,500 Post Office branches around the UK, making it the country’s largest retail network. However, unlike other big brands that would take a cookie-cutter approach to running ov...

By Daniel Saunders

Why user feedback is the key to customer satisfaction

This is a guest post by Deirdre O’Donoghue is a Senior Content Marketing Specialist at G2 We all want happy customers. But how can you improve your customer experience? The answer is user f...

By Qualtrics

How market research platforms are redefining research agencies

Market research agencies no longer have to choose between driving ROI for clients or driving ROI for themselves There’s a widening gulf between old research agencies modeled on the past and new mar...

By Justin Ethington

Why digital transformation for healthcare isn’t about technology

Digital transformation is the integration of digital technology into all aspects of how a healthcare business interacts with patients, healthcare providers and regulators. The results are frequently r...

By Patty Riskind

10 ways to improve your customer experience (CX)

Improving your customer experience (CX) could have a major impact on your bottom line. In fact, a moderate increase in customer experience generates an average revenue increase of $823 million over th...

By Diana Kaemingk

Travel CX: 6 ways to create breakthrough experiences

The bar is so high right now in the travel industry when it comes to customer experience. In fact, in our recent survey of holiday-goers, 89% of people rated their last holiday ‘good’ or ‘very g...

By Daniel Saunders

4 Must-Read Books in Customer Experience

Harry Truman famously said, “Not all readers are leaders, but all leaders are readers.” If that’s the case, we could all probably do more reading. As the customer experience (CX) profession h...

By Campbell George

Meet the ‘X-Suite’ - the job roles shaping Experience Management

As more and more organizations look to Experience Management (XM) to grow their organizations, the c-suite is evolving to put ‘experiences’ front and centre and make sure XM gets visibility and su...

By Qualtrics

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