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Experience Management

What is IT’s role in the experience economy?

The way organizations compete and win business has changed. Where once they were locked in a battle over goods and services, today’s most successful organizations are competing on a whole new front — experiences. Over the past decade, spending on experiences has grown 4X faster than spending on goods and services. It’s a shift that’s […]

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It’s time to modernize HCAHPS around experiences

I am grateful to Centers for Medicare and Medicaid Services (CMS) for their tremendous impact on the movement of patient experience in healthcare – but it’s time to modernize the program. Prior to the advent of HCAHPS (hospital consumer assessment of healthcare providers and systems) in 2007, the concept of experience in healthcare was an […]

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Why Allianz Global Corporate & Specialty looks to employees for CX inspiration

Allianz Global Corporate & Specialty (AGCS) is one of the world’s largest B2B insurance providers, operating in more than 200 countries and territories. Felicity Holdgate is the company’s Global Director of Customer Experience, and is leading the company’s efforts to be a leader in the B2B CX space. In this profile, she explains the importance […]

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Brand positioning in the era of disruption, brand purpose and evidence-based marketing

Even though 50 years have passed since it was introduced, many marketers still view the concept of positioning as the basis for brand strategy. First coined by Jack Trout in 1969, positioning was what “advertising does to the product in the prospect’s mind.” The meaning then expanded beyond advertising and revolutionized branding after Trout, along […]

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What’s new in CustomerXM? The latest experience innovations from Qualtrics

It’s been a busy few months here at Qualtrics, with plenty of new updates to the CustomerXM platform. We always strive to connect customer needs for building a great customer experience with direct impact to their business. Did you know that for every 1 star increase in an online review revenue can increase by up […]

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3 ways AI will help you break through in the Experience Economy

The Experience Economy is changing the way businesses operate across the globe. Organizations are judged by the experiences they deliver across the 4 core pillars of business – customer, product, employee, and brand. And while 80% of CEOs believe their business delivers a superior experience, only 8% of their customers agree. At Qualtrics, we call […]

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