U.S. President Signs Executive Order on CX: Six Recommendations for Next Steps
Last week, President Biden signed an executive order (EO), “Transforming Federal Customer Experience and Service Delivery to Rebuild Trust in Government.” Is it the solution to poor customer exper...
By Bruce Temkin
Seven Limitations of eNPS as an Employee Experience Metric
Net Promoter® Score (NPS®) is a very popular customer experience (CX) metric. Over the last several years, we’ve seen companies exploring how to use versions of NPS within their employee experienc...
By Cecelia Herbert
7 ways you can better support working parents in your organization
Help your organization’s working parents and caregivers find better work-life balance. Use these 7 tips to get started. Working parents face unique challenges in the workplace, often compromising...
By Qualtrics
Should You Tie Bonuses to Employee Experience Metrics?
If employee experience (EX) is a priority in your organization, then there’s a good chance that you have considered connecting EX targets to bonuses. While it makes sense to reward excellence in EX,...
By Bruce Temkin, Cecelia Herbert
Examining 10 Years of Net Promoter Scores in the U.S.
Qualtrics XM Institute (and previously Temkin Group) has been tracking Net Promoter® Scores (NPS®) in the U.S. since 2012. So we decided to take a look at the changes we’ve seen over the previous ...
By Bruce Temkin
Qualtrics Acquires SurveyVitals, a Trusted Healthcare Experience and Analytics Company
Today, we are excited to share that we have acquired SurveyVitals, a 20-year healthcare experience and analytics expert that is helping organizations deliver incredible patient experiences at scale. ...
By Qualtrics
Three XMPs Share Tips to Prepare for the XM Professional (XMP) Certification
Earlier this year, XM Institute launched the XM Professional (XMP) Certification; the premier credential that recognizes an individual’s experience and expertise in the discipline of experience mana...
By Qualtrics
New Text iQ machine learning models deliver industry leading accuracy with sentiment analysis
What is sentiment analysis? Sentiment analysis is a powerful tool for monitoring and understanding contextual sentiment for any customer, employee, product, or brand experience. It uses natural langu...
By Qualtrics
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