X4 2019 recap, day one: taking on giants, magic beans & more
X4 Experience Management Summit 2020 - March 10-13. Book Your Spot Today! Register Now As Ryan Smith said in his opening keynote, the X4 Summit’s mission is to break down ex...
Mastercard just hired a CXO - here's why that matters
Mastercard has announced the appointment of its first Chief Experience Officer, with Donald Chesnut joining them from the digital agency SapientRazorfish. With another of the world’s most successful...
By Daniel Saunders
Letter from the Qualtrics Founders
Our mission is to help organizations leverage experience management to turn their customers into fanatics, employees into ambassadors, brands into religions, and products into obsessions. We have a...
By Ryan Smith
OMB Circular A-11 Section 280: The Next Frontier in Government Customer Experience (Part 1 of 3)
Today’s post starts a three-part series on OMB’s new guidance to federal agencies on managing customer experience and service delivery. In June 2018, the Office of Management and Budget (OMB) i...
By Stephanie Thum
4 ways CX & EX have more in common than you think
When companies devote more effort to improving the experiences had by customers and employees, the results speak for themselves. 84% of organizations that prioritize CX report an increase in revenue. ...
By Campbell George
Customer Segmentation to Increase Revenue: Examples from Best Buy, Mercedes Benz, and AMEX
When Michael Dell, founder of Dell computers, was 16, he sold subscriptions for a local newspaper in Houston. He figured out that two demographics bought newspapers more than others: those who just pu...
By Ben Rogers
Manage every experience that matters: Why X-data is the new imperative
Last month, I had one of the world’s largest insurance companies in our office. 2016 was a banner year for them. They had record earnings and stable growth, their stock was at an all-time high, and ...
By Ryan Smith
How to Build Your Own Interactive Quiz
Interactive quizzes or online surveys are a great way to engage and convert customers. How do I know this? Well, not only have I spent an embarrassing amount of time taking online quizzes (Last wee...
By Rachel Barker
Research quotes: 12 Research quotes that will inspire you
Being a researcher requires inspiration and constant dedication. Maintaining a high level of intensity can be extremely difficult, especially when things don’t go as planned. Sometimes it's im...
By Sam Lloyd
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How ready are Americans to trust a COVID-19 vaccine?
After months of quarantine and a barrage of changing information, much of the American public has be...
By Liesl Nielsen
An astronaut's advice: 6 ways to thrive in isolation and dream big
British astronaut Tim Peake explains how the lessons he’s learned in space can be applied to our o...
By Catherine Thurtle
XM Platform: Fall 2020 updates make XM easier and more powerful than ever
Fall is here, and that means a busy summer for our engineering teams — and an unforgettable one fo...
By Scott Fynn