Customer Experience Articles & Tips | Qualtrics Blog

Customer Experience

Analysis and Insights
for CX Leaders

5 ways to improve your customer service experience

Customer Experience (CX) is the future of business and companies who don’t get on board will have trouble competing in an evolving marketplace. In a Deloitte research study, customers who enjoy positive customer services experiences are likely to spend 140% more than customers who report negative NPS scores and remain customers for five years longer. […]

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It’s time to modernize HCAHPS around experiences

I am grateful to Centers for Medicare and Medicaid Services (CMS) for their tremendous impact on the movement of patient experience in healthcare – but it’s time to modernize the program. Prior to the advent of HCAHPS (hospital consumer assessment of healthcare providers and systems) in 2007, the concept of experience in healthcare was an […]

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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 Global Director of Customer Experience, and is leading the company’s efforts to be a leader in the B2B CX space. In this profile, she explains the importance […]

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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 impact to their business. Did you know that for every 1 star increase in an online review revenue can increase by up […]

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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 sudden your response rates start dropping and the quality of your insights suffer as a result. Welcome to the world […]

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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’s no one key to success in CX. Here’s our selection of the best videos out there where some of the leading innovators […]

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