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.


How Cathay Pacific focuses on passenger feedback to soar above the competition

Customer experience is everything in the airline industry. From the routes they fly to the booking process and the on-board experience, every touchpoint with customers is an opportunity for airlines t...

By Walter Li


The power of customer reviews [Infographic]

If the digital age was the rocket fuel for the Experience Economy, then social media is it’s booster engine. A whole new generation has now entered the market having grown up sharing each and every ...

By Jack Davies


5 NHS patient experience & satisfaction trends for 2019

The patient experience is the sum of all interactions patients have with the NHS - including its staff, facilities and service. In recent years, people have begun to want more patient-centered care, a...

By Daniel Saunders


How to respond to negative online reviews

If you’ve been in business long enough, you’ve probably had at least a few negative reviews. As a business owner, this is painful, but even the most customer-centric companies make mistakes or don...

By Diana Kaemingk


Reputation management strategies for 2020

When people look for you online, how do they see you? Are the reviews negative or positive? Does that one frivolous lawsuit stand out above all the positive comments? Today, your online reputation is ...

By Diana Kaemingk


How to use IT help desk surveys to increase satisfaction

We live in a technology-driven world and people can’t function if their technology fails. There are plenty of examples too — Johns Hopkins Medicine learned this the hard way, when their technology...

By Diana Kaemingk

Three ways to influence how your organization views customers

In a recent blog post and during a panel chat at the recent Qualtrics X4 conference in Salt Lake City, we talked about the many ways you can leverage customer and citizen feedback to help your busines...

By Stephanie Thum


20 online review stats to know in 2019

In 2019, you can’t afford to ignore online reviews. From restaurants to computer software, consumers flock to online review sites like Yelp, Google Maps, and TripAdvisor to give them advice. In fact...

By Diana Kaemingk


7 ways to improve online reviews

Online reviews hold tremendous power. Case in point: last month, before dining at a restaurant that was recommended to me, I quickly looked up its rating on Google. The first couple of reviews mention...

By Diana Kaemingk


Best practices for B2B customer experience programs

Companies that focus on business-to-business (B2B) sales and services models have unique Customer Experience (CX) challenges due to long sales cycles and multiple decision makers. Although you can ste...

By Diana Kaemingk


Customer experience for government: 6 resources for understanding OMB Circular A-11 Section 280

I love being part of the Qualtrics federal team in Washington, DC. With more than 100 clients at 60+ U.S. federal government agencies, our team is always working with clients and partners on fascinati...

By Stephanie Thum


Three Questions That Your Voice of Customer Strategy Should Answer

By Scott Gunter, Chief Operating Officer at Usability Sciences When deploying a voice of the customer (VoC) program for your website, there are three critical questions to ask. These questions can gu...

By Scott Gunter

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