Leveraging patient data to reduce churn
Collecting patient feedback isn’t just about understanding their experience. It’s another opportunity to engage with them, demonstrate that you care, and connect them to help or resources to solve...
By Erica Evans, Maggie Gentry
The State of CX in the Health Insurance Industry, 2023
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, Noah Gilbertson, Talia Quaadgras
Payors' role in improving member experience is becoming more critical
This year, health plans received more than $12 billion in Medicare Advantage (MA) quality bonus payments. These ratings, far from being mere indicators, serve as a benchmark for the quality, trust, an...
By Farzad Aref, Noah Gilbertson
Celebrating the customer frontlines for CX Day 2023
October 3 marks CX Day, an annual celebration by the Customer Experience Professionals Association (CXPA) of customer experience (CX) and the people that work day-in, day-out to create positive relati...
What Degrees Do Customer Experience Professionals Have?
The landscape of customer experience (CX) has undergone a dramatic transformation. No longer a niche department, CX is now a strategic imperative for businesses of all sizes. But with this growing ...
By Camden Hatch
Meeting the omnichannel challenge with Three and Samsung
Integrated omnichannel experience is now table stakes for any business worth its salt. If your customer is not receiving a joined-up experience across every touchpoint, they’ll see - and feel - the ...
By Daniel Saunders
Contact center digital transformation: Your guide for success
With customers looking for more personal and more comprehensive experiences than ever, your contact center is likely inundated with requests and information. We look at the technology and processes be...
By Harry Gough, Rosemin Anderson
Seats upright, trays stowed: Virgin Australia takes off with customer-led innovation
Virgin Australia had been a fierce competitor in the Australian aviation landscape for more than 20 years when the global pandemic rocked the world. Here’s how the airline doubled down on customer-c...
By Qualtrics
Subscribe to the Experience Matters blog
Stay up to date with the latest XM thought leadership, tips and news.