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Product updates: XM is now more streamlined, intelligent, and mobile
Picture a future where you’re able to move beyond legacy data measurement to an experience-centered culture, where taking action to improve experiences is simple, intuitive, and happening every day ...
By Julie Larson-Green
9 breakthrough XM moments for 2019
Another year over, and we’re on to the next one. But before we dive headfirst into 2020, here’s a quick look at some of the top innovations on the Experience Management Platform™ in 2019. As ...
By Qualtrics
CoreXM, the Foundation of Experience Management
Every industry evolves. The music industry went from eight-tracks to streaming services. TV went from broadcast to Netflix. Phones went from bricks to small computers that fit in your pocket. Even car...
By Kelly Waldher, EVP of CoreXM and Brand Experience, Qualtrics
How Sentiment Analysis Can Be Used to Improve Customer Experience
Survey results, customer reviews, social media mentions, oh my. It’s a feedback-driven world, and our brands are just living in it. The days of relying on a great product or service to do your br...
By Devin Pickell
Why you need to stop asking the question “how to be a good leader?”
There is no single answer to the question “how to be a good leader.” This is because every leader and team is different. People will value and respond to varying characteristics, and managers w...
By Steve Bennetts
10 questions to ask when starting a B2B CX program
How do I deliver a great business-to-business (B2B) customer experience (CX)? This is a question we increasingly hear leaders from B2B organizations asking. And with good reason. By 2020, Accenture I...
By Craig James
The psychology and importance of online reviews
What makes customers write reviews? Why are reviews so powerful? And how can you make them work for your business? The feedback medium for every context The review is now a near-ubiquitous part of t...
By Sarah Fisher
How to create better experiences in the hospitality industry
There’s no denying that the tourism industry is one of the largest industries in the world. According to Statista, 1.323 million international tourists traveled in 2016 and the total contribution of...
By Diana Kaemingk
8 ways to improve Customer Experience (CX) by empowering employees
If you’re looking to raise the bar on customer experience, look no further than your employees — harnessed in the right way, they’re one of the most effective levers any organization has. Find o...
By Elizabeth Kampf
The journey to product-market fit using Customer Experience data
The product-market fit (PMF) is one of the most important stages of a product’s lifecycle. Many startup businesses have tried to find it but failed. The reason? They didn’t understand their custom...
By Aggelos Mouzakitis
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...
By Susan Haufe
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...
By Franck Sarrazit
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 ...
By Webb Stevens
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
Think you're sending too many surveys? How to avoid survey fatigue.
We get a lot of questions at Qualtrics about survey fatigue — it’s a common story, you’re getting great insights from your customer surveys, you want more, so you send more surveys. All of a sud...
By Jack Davies
25 brand experience (BX) thought leaders to follow on Twitter
The best brands don’t just sell a product or service, they connect with their audience and create experiences that keep customers coming back for more. Brand experience (BX) is what drives target cu...
By Diana Kaemingk