Topic: customer experience

Contact Centers: The Last Line of Defense

Originally published on Forbes.com 78% of consumers permanently change how they feel about a company based on a single interaction with the contact center, according to this Qualtrics study of 2,00...

By Luke Williams


New research: The current state of customer experience within seven major industries

The Qualtrics XM Institute recently published a series of new reports that examine the current quality of customer experience (CX) within seven key industries: airline, automotive, banking, health ins...

By Isabelle Zdatny


5 customer experiences you have to nail as a brand

We’ve all had the familiar Amazon experience. We navigate, click, and magically two days later our laundry detergent arrives. They truly are the master of retail experience, but just the other day I...

By Joe Martin


6 digital technologies helping bricks-and-mortar sites deliver better customer experience

Technology is an integral part of life, and for location-based businesses like shops, or restaurants it can play an important part in bringing the digital and physical worlds together. Here’s 6 tech...

By Daniel Saunders


Your employee feedback might be just the thing your customers want

Frontline employees often know your customers best. And their ideas can lead to breakthrough moments – just ask Sony, Microsoft, and 3M who’ve all seen major breakthroughs in the past thanks to em...

By Jack Davies


New Research: The ROI of Customer Experience

The XM Institute recently published a new report, The ROI of Customer Experience, 2019. It examines the connection between customer experience and loyalty across 20 U.S. consumer industries: Airlines,...

By Bruce Temkin


How to include frontline staff in your CX strategy

The staff who meet and talk to your customers play a huge role in executing your CX strategy. So why not loop them into the planning stages too? Frontline staff deal with your customers on a day-to...

By Daniel Saunders


The best places to shop these holidays

Love it or hate it, you can’t deny shopping in the holiday season is big business. For retailers there’s more than 700 billion dollars up for grabs. In the rush to claim their share, we consistent...

By Ross Lambert


5 best practices for coaching frontline employees to deliver exceptional CX

"Customer-facing staff are the human face of your CX strategy, and they play a make or break role in the quality of day to day experiences. Here’s how to help them perform at their best. When sta...

By Ross Lambert


Please hold, this contact center isn’t ready to deliver breakthrough CX

Customer care teams have the power to deliver breakthrough experiences, and our latest research shows just how much customers value them. But despite their potential, they lag behind other business in...

By Jack Davies


20 predictions for customer experience in 2020

Our team of CX experts have looked into their crystal balls to see what’s coming around the corner in 2020. From the growing importance of AI to the explosion in C-Suite experience leaders, here are...

By Daniel Saunders


Win the Holiday season with breakthrough digital experiences

Consumers are set to spend up to $166.9 billion this holiday season through online and other non-store sales. To put this in perspective, more than a quarter of holiday sales in 2019 will happen onlin...

By Juliana Holterhaus


4 standout shopping experiences

Crafting unique and memorable experiences for your customers will give you the edge on the competition this holiday season. Here are 4 brands adding sparkle to their offering. 1. Story Fairytale...

By Catherine Thurtle


5 ways to connect with customers online during the holiday season

We’re now right in the middle of the holiday shopping season. It’s the busiest time of year for customers with long gift lists for friends and family, parties to arrange, homes to decorate, and jo...

By Daniel Saunders


How retail brands are using personalization to boost customer experience

The holidays are undoubtedly retail’s busiest time as everyone scrambles to give Santa a run for his money. But this also means that competition for consumer cash is fierce. Research from advertisin...

By Catherine Thurtle


Advancing our Investment in the Qualtrics-Salesforce Integration to Accelerate your XM Transformation

Experience Management (XM) is transformational when it becomes part of the day-to-day operations of your business, embedded at every level of the organization. We’re seeing firsthand just how powerf...

By Webb Stevens


Qualtrics XM Institute launches new CX benchmarks

Do you want to find out how your industry ranks for customer experience (CX)? Or perhaps you want to know what the average CX rating is for companies like your own to help benchmark your own performan...

By Bruce Temkin


XM Visionaries: How Mastercard built a global CX team

As part of our XM Visionaries series, we caught up with John Goodwin, Vice President of Customer Intelligence at Mastercard to talk about how he built his team from the ground up to become an integral...

By Jack Davies

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