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Experience Management

Matt Dixon: CX myths and escaping conventional wisdom

When Matt Dixon completed his PhD in political economy, he knew one thing for sure: the world of academia wasn’t for him. Political economy’s loss turned out to be CX’s gain, and since 2006 he’s been one of the leading lights in the industry. During 18 years at renowned research firm CEB, Matt honed his […]

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Product and pricing research — how conjoint analysis takes the guesswork out of product development

Imagine a life with unlimited resources to build the next ‘must-have’ product or develop your latest upgrade. Or one in which the cost of materials or development had no interconnection with the price people were willing to pay for your product. As such a world doesn’t exist outside of holodecks, product development teams are constantly […]

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Scale your Employee Experience (EX) program, not your workload

If you ever need an example of how employee experience (EX) is changing the way businesses operate, then look no further than your office space. I’m sure just a handful of years ago employees would have had their own individual permanent desk with a wired-phone, and they were expected to come into the office everyday […]

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4 ways leading companies are predicting customer behavior

A great customer experience (CX) is determined by a business’s ability to effectively respond to the question: “what do customers want?” The challenge, however, is that in today’s disruptive economies brands often need to answer this question before consumers even have the chance to ask it. Organizations need to be quick to market. And they […]

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Employee Satisfaction Surveys: Best practices and sample questions

Improving employee satisfaction has been a goal of organizations since at least the 1930s, when psychologists began earnestly studying employee attitudes and how they were affected by the employer/employee relationship. It was during this time that initial “job satisfaction” surveys were administered, which became the norm for the next 50 years and evolved over time […]

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7 Examples of good customer service practices

Great customer service is essential for business. In fact, consumers are willing to spend 17 percent more with companies that deliver excellent service, according to American Express. Unfortunately, it’s true that bad news travels faster than good news, especially in the age of social media. Most customer service stories online are about bad customer service […]

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