5 easy steps to integrate digital channels into your CX program
Digital channels, such as websites and apps, have become one of – if not the – main interface between organizations and their customers. To succeed in this digital-first environment, customer expe...
By Isabelle Zdatny
The 4 keys to driving action with NPS feedback
Companies often struggle to decode customer feedback, which can make it challenging for leaders to take clear action. While Net Promoter Score® isn’t a quick fix, we’ve identified four key skills...
By Isabelle Zdatny
The State of B2B Customer Experience Management, 2024
Building a successful customer experience (CX) program isn’t easy for any organization, however B2B (business-to-business) firms have a variety of extra complexities to contend with, including: ...
By Isabelle Zdatny, Talia Quaadgras
How Building Trust Improves Patient Experiences at Healthcare Organizations
In this XM Discussion, we’ll be talking about how healthcare organizations can improve patient experiences by focusing on building patient trust. Trust is absolutely foundational to all relationship...
By Isabelle Zdatny
Building an Ethical and Effective Passive Employee Listening Program
According to Qualtrics research, 77% of employees say they want to give more frequent feedback. However, while employees want to be heard, they don’t want to complete a survey every day. Similarly, ...
By Cecelia Herbert
Qualtrics' commitment to secure and private AI
In today’s experience economy, understanding your audience is crucial to creating personalized experiences at scale, fostering stronger customer connections, higher satisfaction and loyalty. Qua...
By Niranj Srinivasan
How the National Library of Medicine Uses Experimentation to Explore AI Applications
Since OpenAI launched ChatGPT in late 2022, artificial intelligence (AI) has seemed to dominate nearly every single business discussion. And while AI does have the potential to revolutionize how organ...
By Isabelle Zdatny
Best of XM Institute Content: Q2 2024
Happy Q3, or happy summer, for all those in the northern hemisphere! In this quarterly roundup, we’re sharing what’s hot in 2024 and what all of your Experience Management peers have been learning...
By Talia Quaadgras
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