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Experience Management

The psychology and importance of online reviews

What makes customers write reviews? Why are reviews so powerful? And how can you make them work for your business? The feedback medium for every context The review is now a near-ubiquitous part of the online experience, popping up everywhere from career-planning to comparing laundry detergent. It’s a format that’s proven to be extremely versatile, […]

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3 examples of innovative employee listening

Offering best-in-class employee experience has become critical to an organization’s success – from attracting top talent to increasing engagement across the entire lifecycle. And employees are keen to play a part in building an incredible workplace culture. From our latest research, 77% of employees wanted to give feedback more often than once a year. However, […]

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New XM Institute research: State of Customer Experience Management 2019

I’m particularly happy to announce a new research report, The State of CX Management, 2019. In the past, Temkin Group published similar research and we charged for the reports. One of the great things about now being a part of the XM Institute is that we can give it away for free. To understand the […]

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What you need to know when selecting an academic research platform

While industries and geographies are at different stages of economic maturity there is a consistent driver moving each forward – academic research. Academic research is an essential component to all breakthrough innovations. Think about it for a minute. Research by academics is responsible for advancements in healthcare. Studies by financial experts provide frameworks for global […]

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9 essential traits of effective managers (and how HR can help)

To roll out an employee experience (EX) initiative is to fully appreciate the impact people leaders have in your organization. Not only are managers the “boots on the ground” of any EX plan, but they’re shaping company culture every day as they interact with and coach their teams. Unfortunately, many managers feel ill-equipped to be […]

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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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