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Experience Management

Financial firms collect risky survey data they don’t need

Are your surveys sweeping up sensitive customer data? Nearly 20% of financial services companies have accidentally collected sensitive data like driver’s license number, phone number and personal health information in their surveys. But new Qualtrics research shows that only 22% of those companies say they regularly use that data. When financial services companies collect sensitive […]

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7 must-read books in employee experience

We’ve all heard of those companies that are just amazing to work at. Or the managers that make such an impact on their teams they inspire them to go above and beyond and deliver incredible results for their company. Often the secrets of their success aren’t exactly secret – there are countless books detailing the […]

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Product Failures: How Hive Mentality Could Sting You

Humans evolved into tribal creatures because our early ancestors had the unlucky traits of being both delicious and slow. Individually, humans were vulnerable to predators, but as a group, humans could not just protect themselves, they could project themselves. We used group dynamics to become the dominant species on the savannah – apex predators ourselves. […]

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When good Intentions fall on deaf ears: sensitive survey data collection & protection

The best way to keep sensitive survey data private is to not collect it in the first place. Sensitive data doesn’t just mean credit card numbers and transaction histories. When your customers answer surveys, they frequently offer up sensitive data: personal income, contact info, and in some cases even social security numbers, health info or […]

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10 ways AI has supercharged customer experience

It’s become very clear that AI’s growth in business is being driven by Customer Experience (CX). In fact, Gartner says that CX will represent the majority of AI business value through 2020. And with AI business value estimated at $1.2 trillion in 2018, we’re talking about huge sums of money. CX practitioners have been early […]

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A look at wins from government customer experience in 2018 and forward to struggles in 2019

All in all, 2018 was a pretty good year for federal agencies working to advance the customer agenda. It was packed with new learning events, new thought leadership, and the launch of government CX centers of excellence, for example. Other important influences either found footing, gained momentum, or added depth to the CX conversation. That’s […]

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