Topic: XM Visionaries

The future of brand experience: 10 predictions for 2020

We picked the collective mind of the resident brand experience (BX) experts at Qualtrics to find out the main trends and issues marketers and brand managers need to be aware of in 2020. From the death...

By Ross Lambert


20 XM Visionaries for 2020

Want to be inspired by the future of experience management (XM)? Here are 20 XM visionaries leading the charge in 2020. 1. Brad Olson, Peloton // SVP of Member Experience “Our members always c...

By Catherine Thurtle


20 inspiring Experience Management (XM) Visionaries’ quotes for 2020

As part of our XM Visionaries series, we’re taking a look at some of the most inspiring quotes from leaders working in XM. When it comes to meeting the wants and needs of customers and employees,...

By Catherine Thurtle


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


How the LEGO Group is leading the way in people analytics

Before SAAS was even a thing, Melissa Kantor was working with Silicon Valley startups to implement advanced HR tech platforms. And after a jump across the pond to the UK, she enjoyed stints at some...

By Daniel Saunders


Serving up customer relationships, not just food, at Fiesta Restaurant Group

It’s the story of two cult restaurants - one a radical patio dining concept in San Antonio, TX, and the other a fresh, healthy take on fast food chicken in Miami, FL. 40 years on and the cult follow...

By Jack Davies


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 Glob...

By Felicity Holdgate


A peek into the future with the godfather of the Experience Economy

When Joe Pine and James Gilmore first coined the phrase ‘the experience economy’ over 20 years ago, they started a revolution that would see tens of thousands of businesses transform how they oper...

By Jack Davies


Jeanne Bliss: Why ‘how’ you grow is just as important as ‘how much’

Ask Jeanne Bliss, CEO and founder of Customer Bliss, what she does for a living and she’ll tell you she’s on ‘a crusade’. It’s one that has seen her give 2,000 keynotes, coach more than 20,0...

By Jack Davies


Why HR is the secret sauce for innovation

In the latest installment of our Employee Experience Visionaries series, we hear from Geoff Ho, PhD, Director of Organization Development Research at Rogers Communications about: How his team use...

By Qualtrics


How Cathay Pacific focuses on passenger feedback to soar above the competition

Customer experience is everything in the airline industry. From the routes they fly to the booking process and the on-board experience, every touchpoint with customers is an opportunity for airlines t...

By Walter Li


How Barclays gets HR and business stakeholders more comfortable with X-data

Laura Farrelly, Barclays’ Head of Culture & Engagement, came into HR after starting out in corporate banking and program management. Like many people, she had the preconception that HR just did ...

By Laura Farrelly


Karalyn Smith, Chief People Officer at Sephora: On the ordinary moments that make the difference

Hear from Karalyn Smith, Chief People Officer at Sephora, about how they’re inspiring fearlessness, making ordinary moments count, adopting inclusive mindsets, and more. Over to Karalyn! On how ...

By Karalyn Smith


Putting the taxpayers first: how great customer experience drives us forward

As a part of the government, the U.S. General Services Administration (GSA) has a unique set of customers: taxpayers and other government agencies. GSA helps manage and support the basic functioning o...

By Anahita Reilly


Samantha Hammock, Chief Learning Officer at American Express: How to think bigger about leadership

Hear from Samantha Hammock, the Chief Learning Officer at American Express, about how they’re enabling great feedback, prioritizing leadership development for all, preparing for the future of work, ...

By Samantha Hammock


Learn how analytics is the key to a differentiated customer experience program with Dun & Bradstreet

To be a top company a data-driven mindset combined with a test and learn culture are practically requirements. But this approach is about more than just your financial bottom line, it can improve near...

By Rachel Richter, VP of Customer Insights at Dun and Bradstreet


How Bruce Temkin shaped the CX profession - and how he’s doing the same for XM

For over 20 years, Bruce Temkin has been a central figure in the world of CX. From his influential thought leadership at Forrester, to founding the Customer Experience Professionals Association (CXPA)...

By Bruce Temkin


How Bank of Ireland puts data at the heart of its CX program

Richard Waring and his team lead on insights and market research in Bank of Ireland. Along with the bank’s Customer Experience team, they form part of a newly-formed Chief Marketing Office. And it...

By Richard Warning

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