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Three phases for heading back to business

Originally published on Forbes.com I’ve studied human behavior for decades, examining how people respond to their environment as customers, employees, and leaders. Humans are amazingly resilient...

By Bruce Temkin

How your brand can build & keep trust amid COVID-19

The COVID-19 pandemic is creating a new reality for brands and everyone is feeling the impact. In mid-March, as the crisis began spreading in the U.S., just over 70% of U.S. consumers indicated tha...

By Qualtrics

How ready are we to work from home?

The COVID-19 pandemic is rapidly changing the way we work. The U.S. federal government first issued nationwide social distancing guidelines on March 16. Employers that could encouraged their employees...

By Qualtrics

Adjusting your CX program to deal with COVID-19

Given the spread of Coronavirus and the downturn in the economy, every organization needs to rethink how it operates. As Experience Management (XM) professionals, you can play an important role in hel...

By Bruce Temkin

Listening is more important than ever: Qualtrics is now offering its survey software for free

Over the past several weeks, our world has changed and we are all adjusting to a new normal. With the evolving situation surrounding COVID-19, organizations and governments are taking unprecedented st...

By Qualtrics

4 ways to build a positive experience for teams new to remote work

We’re working in a brand new normal, and we all have to get the experience right. At Qualtrics, to limit the spread COVID-19, we have implemented Mandatory Work from Home across our 25 global off...

By Qualtrics

New Research: The ROI of Customer Experience

The XM Institute recently published a new report, The ROI of Customer Experience, 2019. It examines the connection between customer experience and loyalty across 20 U.S. consumer industries: Airlines,...

By Bruce Temkin

The Most Common Reasons Customer Experience Programs Fail

Most customer experience (CX programs) are positioned as strategic, but quickly veer away from business objectives and become simply about tracking CX metrics. Time passes slowly, data continues to mo...

By Ryan Smith - Founder & Executive Chairman, Webb Stevens

7 tips on how to improve Customer Experience (CX) by empowering employees

If you’re looking to raise the bar on customer experience, look no further than your employees — harnessed in the right way, they’re one of the most effective levers any organization has. Find o...

By Elizabeth Kampf

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