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For the 234th time... why contact center silos mean frustrated customers

Frustrating contact center experiences like explaining your issue over and over again, or being handed from agent to agent are usually caused by data silos. Find out how a few simple changes to your s...

By Jack Davies


Calling all brand admins: Join the Qualtrics admin training at XM Basecamp Live

Get the best practices you need to proactively and efficiently govern your organization's Qualtrics license. In this session you’ll learn everything you need to know from managing account creation, ...

By Catherine Thurtle


New research: Understanding world issues through the experiences of those who are living them

This week global decision-makers will gather in Davos for the 50th Annual Meeting of the World Economic Forum to discuss how they can work together to build a more cohesive and sustainable future. Alo...

By Steven Snell


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


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

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