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Experience Management

What the John Lewis re-brand tells us about the future of retail (hint: it’s all about the experience)

Something huge just happened in British retail. John Lewis aired a new TV ad… in September. That’s right, the retail giant that normally reserves its TV advertising to Christmas has an announcement so big they decided to break with years of tradition to tell the British public through a somewhat unique rendition of Queen’s Bohemian […]

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Learn the ‘Hook Model’ at Qualtrics Master Sessions

Instagram has ridden the modern fear of missing out (FOMO) higher than any other service. But it’s not just the fear of missing your friend’s moody cloud picture. It’s also the fear of missing out on the shareable moments from your own day. In Nir Eyal’s ‘Hook Model’ outlined in Hooked: How to Build Habit-Forming Products, […]

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10 videos all employee experience professionals should watch

A business’s success begins and end with its employees. As they are the ones who shape customer and therefore brand experience, taking care of employees means taking care of the company. Employees are not only your most important customers but your best recruiters as well. When they tell their friends why they love working at […]

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4 ways CX & EX have more in common than you think

When companies devote more effort to improving the experiences had by customers and employees, the results speak for themselves. 84% of organizations that prioritize CX report an increase in revenue. As EX is the key to employee engagement, companies with high engagement report bringing in 2.5x more revenue than companies with low engagement. The more […]

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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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