Customer Experience

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21st Century IDEA Act: Better federal websites are around the corner

If you’ve ever struggled to find information on a federal government website, or felt confused while filling out an endless paper form and wondered, “Why doesn’t someone do something about this ...

By Stephanie Thum


The business value of customer experience research

There’s a massive gap between the experiences consumers want and what organizations are giving them. According to Bain and Co, 80% of organizations feel like they are providing a great experience, y...

By Jessie Kingsford


11 times we made dreams come true at X4

Photo by Rhonda Abrams of USA TODAY. Every year at X4, the Qualtrics Dream Team works tirelessly to make our attendees’ dreams come true. It all started in 2014 when one attendee asked for help buy...

By Daniel Saunders


4 steps to designing a transactional NPS project

In 2008, Starbucks launched “My Starbucks Idea,” a simple way for customers to give input into products and services, improvements, and corporate responsibilities. It was an instant success and St...

By Jessie Kingsford


The 10 commandments for writing good surveys and questions

In the dark days of survey creation, survey question writing was confusing. Then came forth the 10 commandments for writing good survey questions to guide everyone from elite researchers to entry l...

By Sam Lloyd


More good news for government CX: House passes Federal Agency Customer Experience Act

For years, federal agencies have had a problem with collecting and measuring customer feedback. If you asked why, you usually wouldn’t hear that it had anything to do with tools, technology, or tale...

By Stephanie Thum

The top customer experience (CX) conferences for 2019

As a customer experience professional, you understand the industry ever-changing and you must keep up with the latest trends to stay relevant. Customer experience conferences are a great way learn, sh...

By Diana Kaemingk


23 customer experience thought leaders to follow on Twitter

Customer experience is all the rage right now if your organization is not working to delight your customers, you will fall behind. According to a Watermark study on customer experience ,“companies ...

By Diana Kaemingk


Teaming Up for the Next Frontier in Government Customer Experience: OMB Circular A-11 Section 280 (Part 3 of 3)

Today’s post is the third of a three-part series on OMB’s new guidance to federal agencies on managing customer experience and service delivery. If you’ve read OMB A-11 Section 280, or peruse...

By Stephanie Thum


27 Customer Service Stats to Know in 2019

Today’s consumers expect a great customer experience and customer service is at the heart of it. Not only can effortlessly supporting your customer’s needs improve their experience throughout the ...

By Diana Kaemingk


17 Customer Service Quotes to Inspire Your Team

Customer service is an important part of the overall customer experience. Consumers expect excellent service and with an abundance of options, they’ll switch to a competitor if they have a negative ...

By Diana Kaemingk


OMB Circular A-11 Section 280: The Next Frontier in Government Customer Experience (Part 1 of 3)

Today’s post starts a three-part series on OMB’s new guidance to federal agencies on managing customer experience and service delivery. In June 2018, the Office of Management and Budget (OMB) i...

By Stephanie Thum

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