XM Knowledge Base
5 digital customer service skills your agents need to be successful
Customer needs are changing. Find out how to improve your digital customer service for our distributed world. While the digital world has its own language and nuances, many of the basic principles ...
By Sarah Olson
Collect feedback and connect with customers through mobile app surveys
Many companies with a mobile app are missing out on valuable customer feedback. Find out how you can take advantage and connect with customers using a mobile app survey. As the customer journey bec...
By Diana Kaemingk
2020 XMI customer ratings benchmark data is live
Do you want to find out how your industry ranks for customer experience (CX)? Are you interested in benchmarking your CX performance for comparing to companies like your own? To help your business ...
By Adam Lang
How to predict customer behavior
What if a business could fulfil customers’ wants and needs before they’ve even asked for them? Welcome to the world of predicting consumer behavior. What is customer behavior prediction? ‘Cust...
By Ruth D'Alessandro
Online customer review statistics you should know
93% of customers read online reviews before buying a product. Find out how to use online reviews to connect with your customers, improve your brand image and encourage positive buying recommendations....
By Diana Kaemingk
In conversation with Matt Dixon: Use unstructured data to give your CX program the edge it needs
Unstructured data is becoming an increasingly important part of a successful listening program. Luke Williams, Qualtrics XM Institute was joined by Matt Dixon, Chief Product and Research Officer of...
By Luke Williams, Matt Dixon
How to measure service quality
It’s imperative that you provide excellent service to your customers. With a wealth of competition, companies that don’t compete on customer experience will lose customers to those that are contin...
By Qualtrics
Forrester Study: Economic Impact of Qualtrics CustomerXM
Experience management from Qualtrics isn’t just a good strategic decision. It’s an excellent financial decision. In a Qualtrics-commissioned Total Economic Impact™ study (TEI), Forrester Consult...
By Catherine Thurtle
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