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Experience Management

Call centers can be a delightful customer experience, not just a necessary evil

Customer experience (CX) is the last sustainable source of differentiation, according to Gartner. Having frontline employees who are engaged and motivated is essential to deliver on your CX goals – but why do call centers find it so difficult to do? Call centers have traditionally been seen as a necessary overhead – any efforts to […]

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Qualtrics Master Sessions: Product Researchers and Innovators

Product design is hard. A comprehensive study from 2015 tracked 8,800 new products and found that less than half of them were still available just three years after their introduction. Survival of the fittest, yes, but the same study showed that those failures result in massive lost profits for every failure. And it’s not just […]

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How to get app feedback from your users

As mobile app usage continues to become more and more prevalent, companies must get into the minds of their mobile customers and create experiences that keep them engaged. According to Statista, in January 2018, the global mobile population had 3.7 billion unique users. As of February 2017, mobile devices were 49.7 percent of worldwide web […]

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7 dynamic ways to improve customer experience in banking

Providing an excellent customer experience is important for any company, but it’s crucial in the financial services industry. Customers today have access to hundreds of options when deciding who will care for their money, and institutions compete for customers by offering lower fees, higher returns, and new digital services. As banking services become commoditized, how […]

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The Customer is Always Right, right? 3 Tips to help You Be Right, Too.

We’ve all heard the phrase “the customer is always right.” This statement is frequently argued, especially when a heated customer is treating an employee poorly. But, one thing is for sure, the customer is always right about how they feel. This point crystallized for me as I attended Forrester’s Customer Experience Forum in New York […]

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Which sector has the most engaged employees?

Every quarter, we ask 5,000 employees around the world about their experiences at work — the results paint a varied picture with marked differences between the experiences of employees in different countries and different sectors. Here we take a look at how the experience differs for workers in different industries. Which industry has the most […]

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