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.


Feedback is a gift: engaging your customers in a 24/7 world

Senior living is as emotional as customer experience gets. It’s the definition of ‘always on’ too, as customers live with them 24 hours a day, 7 days a week, 365 days of the year. To deliver on ...

By Jonathan Ruchman


Hear how American Express brings the voice of the customer to life

This is the first installment of our new blog series, “Customer Experience Visionaries.” In each post, we’ll feature highlights from a conversation with a Customer Experience thought leader on c...

By Luis Angel-Lalanne


Why companies that win at CX started with their employees

The saying ‘happy employees equal happy customers’ is one of the biggest corporate cliches out there. And if you’ve ever been left helpless in a store while staff hung out in the backroom, you...

By Daniel Saunders


10 ways AI has supercharged customer experience

It’s become very clear that AI’s growth in business is being driven by Customer Experience (CX). In fact, Gartner says that CX will represent the majority of AI business value through 2020. And wi...

By Daniel Saunders


A look at wins from government customer experience in 2018 and forward to struggles in 2019

All in all, 2018 was a pretty good year for federal agencies working to advance the customer agenda. It was packed with new learning events, new thought leadership, and the launch of government CX cen...

By Stephanie Thum


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 2020

As a customer experience professional, you see first hand that the industry is ever-changing and the need to keep up with the latest trends to stay relevant. Customer experience conferences are a g...

By Harry Gough

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