$3.7 Trillion of 2024 Global Sales are at Risk Due to Bad Customer Experiences
As part of our latest global consumer study, Qualtrics XM Institute asked over 28,000 people across 26 countries how they responded to their recent bad experience(s). We then calculated how their chan...
By Talia Quaadgras
Qualtrics now a CMS-approved vendor to conduct the Health Outcomes Survey
At a time when customer experience and Quality teams are being asked to consolidate, reduce redundancies, and justify spending, industry leaders are centralizing their CX investments in purpose-built,...
By Noah Gilbertson
The State of CX in the Retail Banking Industry
To understand how the quality of customers’ experiences varies across industries, XM Institute conducts annual large-scale U.S. consumer studies. As part of these studies, we ask respondents to rate...
By Isabelle Zdatny, Katie Johnson, Talia Quaadgras
Examining 12 Years of Consumer Trust Ratings
Qualtrics XM Institute publishes an annual trust rating across industries.1 Based on a review of our 2022 and 2023 results, we found that: Groceries are the most trusted. With a trust rating of ...
By Bruce Temkin, Isabelle Zdatny
Qualtrics named a Voice of the Customer (VoC) Leader in IDC MarketScape report
The IDC MarketScape noted, “Qualtrics has been an industry pioneer and an innovator in the structured customer listening market and has grown significantly to offer full services across the listen, ...
By Qualtrics
To be a change maker in CX, focus on business outcomes
Customer experience is good for business. You believe that, and so does your leadership team. Unfortunately, many CX programs still have a difficult time getting headcount and resources. Leadership gi...
By Jim Tincher, Topher Mitchell
Qualtrics Customer Success Hub: Taking digital self-service to the next level
The digital era has revolutionized consumer and brand interaction, placing the spotlight on the customer's digital experience. Their journey with a brand online is no longer simply transactional - it'...
By Natalie Maxwell
Tools, Timber, and Trust: Secrets behind Mitre 10's CX excellence
From gardening inspiration and DIY advice to thousands of quality tools under its roof - Mitre 10 New Zealand has always bet big on putting their customers’ needs first. How did it become New Zealan...
By Qualtrics
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