Experience Management Leaders’ Stock Price Outperformed Peers Through COVID
During the previous two years, we’ve seen organizations use their Experience Management (XM) capabilities to navigate the changing COVID environment. So we decided to examine the impact that XM has ...
By Bruce Temkin, Talia Quaadgras
The ABCs of Employee Experience Action Planning and Six Roadblocks to Avoid
“Listen to employees and take action on their feedback.” Simple, right? This is the message that echoes throughout organizations across the globe. But despite this compelling request, activat...
By Cecelia Herbert
How upstream thinking saved Expedia millions
Being proactive is essential for any business looking to achieve success, but one of the greatest challenges is overcoming the cycle of response. More often than not, businesses spend a considerabl...
By Qualtrics
Solving EX & CX problems before they happen
Taking a more proactive approach to solving customer and employee experience challenges. Today, the key to good business is empathy. Whether they’re customers or employees, understanding what pe...
By Qualtrics
Conversational Analytics Are Transforming Contact Centers
Get ready for radical change in contact centers! That was my realization after listening to Qualtrics clients share some of their efforts during what we’ve called, The XM Discover Tour. Over the...
By Bruce Temkin
Assessing Agility of Your Organization, Your XM Program, and Yourself
In case you missed it, XM Institute has labeled 2022, “The Year of Agility.” Given all of the uncertainties this year, we felt as if everyone needed to build up their resilience and responsiveness...
By Bruce Temkin
Your guide to developing a digital brand strategy
Have you ever wanted a guide that can carry you through the entire branding process? A guide that not only defines your brand but also helps you steer the ship as you navigate brand identity, offer...
By Shane Barker
Understand the employee journey across all touchpoints with Employee Journey Analytics
How employees evaluate their experience is a result of many touchpoints along a journey. Our 2022 Employee Experience Trends research shows a clear relationship between how employees evaluate their ov...
By Qualtrics
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