Experience Management

X4 2019 recap, day one: taking on giants, magic beans & more

As Ryan Smith said in his opening keynote, the X4 Summit’s mission is to break down experience breakthroughs. And who better to kick off our exploration of breakthroughs on X4 Mainstage than a visio...

By Qualtrics

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...


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

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