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Topic: XM Visionaries

Everyone needs to “work different”: How to reopen, rethink, and reinvent using experience management

While there’s no sure blueprint for this COVID-19 environment, one thing is certain: everyone needs to work differently. Organizations will need to constantly adjust how they interact with customers...

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

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

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

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

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

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

Hear how American Express brings the voice of the customer to life

This is the first installment of our new blog series, “Customer Experience Visionaries.” In each post, we’ll feature highlights from a conversation with a Customer Experience thought leader on c...

By Luis Angel-Lalanne

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