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Qualtrics XM
    • The Experience
      Management Platform™

      The system of action trusted by 11,000+ of the world’s biggest brands to design and optimize their customer, brand, product, and employee experiences.

      Overview

      Platform Capabilities

      • Ultimate Listening
      • Actions Automation & Workflows
      • Smart Analysis & Recommendations
      • Security & Governance
      • XM Ecosystem
      • XM Directory
      • XM Mobile App
    • Decrease churn. Increase customer lifetime value. Reduce cost to serve.

      Watch Demo Overview

      Products

      • Digital
      • Customer Care
      • Location Based
      • Account Management
      • Foundational CX

      Popular Use Cases

      • Voice of the Customer
      • Net Promoter Score
      • Closed Loop Follow Up
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      Forrester Report

      CustomerXM has a 633% ROI

      Read the full report
    • Attract and retain talent. Increase engagement.
      Improve productivity.

      Watch Demo Overview

      Products

      • Employee Engagement
      • 360 Feedback
      • Benefits Optimizer
      • Technology Experience
      • Back to Business

      Popular Use Cases

      • Action Planning
      • Employee Pulse
      • Onboarding Feedback
      • Exit Diagnostic

      Forrester Report

      Qualtrics Named EX Management Leader by Forrester

      Read the full report
    • Acquire new customers. Increase market share. Improve awareness and perception.

      Overview

      Products & Use Cases

      • Brand Tracking
      • Ad Testing
      • Brand Perception Study
      • Brand Diagnostic
      • Brand Awareness

      Qualtrics MasterSessions

      Brand Experience: From Initial Impact to Emotional Connection

      Watch Now
    • Improve product market fit. Increase share of wallet. Decrease time to market.

      Overview

      Products & Use Cases

      • Pricing Research
      • Concept Testing
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      • Product Naming
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      Qualtrics MasterSessions

      Products Innovators & Researchers

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    • Hear every voice. Uncover breakthrough insights. Design world-class experiences.

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      Products & Use Cases

      • Enterprise Surveys
      • Experience Research
      • Conjoint Analysis
      • Website Feedback
      • Panel Management

      Webinar

      Foundations of Flexibility: Four Principles of Modern Research

      Watch Webinar now

    • XM Marketplace

      Integrations with the world's leading business software, and pre-built, expert-designed programs designed to turbocharge your XM program.

      Overview

      Solution Type

      • Integrations
      • XM Solution Automated Projects
      • XM Solution Guided Programs
      • Survey Templates
      • Full-Service Research

      Core Experience

      • Brand Experience
      • Customer Experience
      • Employee Experience
      • Product Experience

      Popular Solutions

      • Adobe Integration
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      • Slack Integration
      • Salesforce Integration
      • Pricing Study
      • MaxDiff Analysis
      • Brand Perception
      • NPS Benchmark
    • XM Services

      World-class advisory, implementation, and support services from industry experts and the XM Institute. Whether you want to increase customer loyalty or boost brand perception, we're here for your success with everything from program design, to implementation, and fully managed services.

      Overview

      Advisory

      XM Scientists and advisory consultants with demonstrative experience in your industry

      Learn More

      Implementation

      Technology consultants, engineers, and program architects with deep platform expertise

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      Support & Success

      Client service specialists who are obsessed with seeing you succeed

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      Research Services

      • Overview
      • Online Sample
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      • Attitude & Usage Research
      • Solutions for
        Education

        Improve the entire student and staff experience.

        Overview

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        • Return to Learn Hub
        • Education Surveys and Academic Research

        Educational Resources

        • Webinar: XM for Continuous School Improvement
        • Case Study: Jackson College
        • Blog: Selecting an Academic Research Platform
      • Solutions for
        Healthcare

        Comprehensive solutions for every health experience that matters.

        Overview

        Popular Solutions

        • Patient Customer Experience
        • Telehealth Digital Experience
        • Provider Engagement Software

        Educational Resources

        • eBook: Experience Management in Healthcare
        • Webinar: Transforming Employee &
          Patient Experiences
        • Blog: Digital Healthcare Transformation
      • Solutions for
        Technology

        Innovate with speed, agility and confidence and engineer experiences that work for everyone.

        Overview

        Popular Solutions

        • Website & App Feedback
        • Digital CX
        • Product Satisfaction
        • CX Account Management

        Educational Resources

        • eBook: Designing a World-Class Digital CX Program
        • Case Study: Fandango
        • eBook: Essential Website Experience Playbook
        • Blog: How to Get App Feedback from Users
      • Solutions for
        Retail & CPG

        Increase customer loyalty, revenue, share of wallet, brand recognition, employee engagement, productivity and retention.

        Overview

        Popular Solutions

        • Retail Customer Experience
        • Supermarket & Grocery Customer Experience
        • Location Based CX

        Educational Resources

        • eBook: Become a Leader in Retail
          Customer Experience
        • eBook: CX in the Retail Industry
        • Case Study: Under Armour
        • Blog: Boost Customer Experience with
          Brand Personalization
      • Solutions for
        Financial Services

        Deliver exceptional omnichannel experiences, so whenever a client walks into a branch, uses your app, or speaks to a representative, you know you’re building a relationship that will last.

        Overview

        Popular Solutions

        • Health Insurance Customer Experience
        • Property & Casualty Insurance Customer Experience
        • Wealth Management Customer Experience
        • Banking Customer Experience

        Educational Resources

        • Case Study: Allianz
        • eBook: Experience Leadership in Financial Services
        • Blog: Reducing Customer Churn for Banks and
          Financial Institutions
        • Blog: Improve CX in Banking
      • Solutions for
        Government

        Design experiences tailored to your citizens, constituents, internal customers and employees.

        Overview

        Popular Solutions

        • Back to Business for Communities
        • Government Remote Work and Employee
          Symptom Check
        • Federal Government Customer Experience
        • Fedramp Security Accreditation

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        • Webinar: How to Drive Government Innovation
          Through IT
        • Case Study: Provo City
        • Blog: 5 Ways to Build Better Government with
          Citizen Feedback
      • Solutions for
        B2B

        Transform customer, employee, brand, and product experiences to help increase sales, renewals and grow market share.

        Overview

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        • Walker CX Solution for B2B Companies
        • CX Account Management

        Educational Resources

        • Case Study: Microsoft
        • Case Study: Fuji Xerox
        • eBook: Best Practices for B2B CX Management
        • Blog: Best Practices for B2B Customer
          Experience Programs
      • Solutions for
        Travel & Hospitality

        Whether it's browsing, booking, flying, or staying, make every part of the travel experience unforgettable.

        Overview

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        • Hotels & Hospitality Customer Experience
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        • Location Based CX

        Educational Resources

        • Case Study: Solution for World Class Travel
          Customer Experience
        • Webinar: How Spirit Airlines is Improving the Guest
          Travel Experience
        • Blog: 6 Ways to Create Breakthrough
          Travel Experiences
        • Blog: How to Create Better Experiences in the Hospitality Industry
      • Solutions for
        Automotive

        Drive loyalty and revenue with world-class experiences at every step, with world-class brand, customer, employee, and product experiences.

        Overview

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        • Location Based CX
        • Brand Tracking
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        Educational Resources

        • Case Study: BMW
        • CX in the Automotive Industry
        • News: Qualtrics in the Automotive Industry
      • Solutions for
        Media & Telco

        Reach new audiences by unlocking insights hidden deep in experience data and operational data to create and deliver content audiences can’t get enough of.

        Overview

        Popular Solutions

        • Telecommunications Customer Experience
        • Digital CX
        • Brand Tracking

        Educational Resources

        • Case Study: Fandango
        • X4: Market Research Breakthroughs at T-mobile
        • Case Study: Yahoo
      • Solutions for
        Market Research

        Tackle the hardest research challenges and deliver the results that matter with market research software for everyone from researchers to academics.

        Overview

        Popular Solutions

        • Survey Tool
        • Research & Insights
        • Conjoint Analysis
        • Advance Analysis

        Educational Resources

        • Webinar: Four Principles of Modern Research
        • eBook: Handbook of Question Design
        • Case Study: Microsoft
      • Solutions for
        CX Professional

        Monitor and improve every moment along the customer journey; Uncover areas of opportunity, automate actions, and drive critical organizational outcomes.

        Overview

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        • Digital CX
        • Customer Care
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        • Account Management
        • Foundational CX

        Educational Resources

        • Qualtrics MasterSessions: Customer Experience
        • eBook: 16 Ways to Capture and Capitalize on
          Customer Insights
        • Case Study: BMW
        • Report: The Total Economic Impact of
          Qualtrics CustomerXM
      • Solutions for
        Human Resources

        With a holistic view of employee experience, your team can pinpoint key drivers of engagement and receive targeted actions to drive meaningful improvement.

        Overview

        Popular Solutions

        • Employee Engagement
        • Training Surveys
        • Employee Pulse Surveys
        • Onboarding Feedback

        Educational Resources

        • Webinar: How HR can Help Employees
          Blaze Their Own Trail
        • Case Study: Volkswagen
        • eBook: The HR Leader's Success Kit
      • Solutions for
        Digital

        Understand the end-to-end experience across all your digital channels, identify experience gaps and see the actions to take that will have the biggest impact on customer satisfaction and loyalty.

        Overview

        Popular Solutions

        • Website App Feedback Surveys
        • Online Reputation Management
        • Digital Customer Experience
        • Adobe Analytics Integration

        Educational Resources

        • Webinar: CX in a Digital Age
        • eBook: Rising to the Top With digital Customer Experience
        • eBook: Humanizing Digital Experience
        • Article: What is Digital Customer Experience Management & How to Improve It
      • Solutions for
        Product Management

        Improve product market fit. Increase share of wallet. Decrease time to market.

        Overview

        Popular Solutions

        • Pricing Research
        • Concept Testing
        • Market Segmentation

        Educational Resources

        • Qualtrics MasterSessions: Products Innovators
          & Researchers
        • eBook: Intro to Product Concept Testing
        • Case Study: Under Armour
      • Solutions for
        Customer Service

        Deliver breakthrough contact center experiences that reduce churn and drive unwavering loyalty from your customers.

        Overview

        Popular Solutions

        • Customer Care
        • Contact Center Customer Experience
        • Customer Service Survey

        Educational Resources

        • Case Study: JetBlue
        • eBook: Distrupt the 2020 Contact Center
        • Webinar: 5 ways to Transform your Contact Center
        • Blog: Superior Customer Service Examples

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    What is XM?

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        • eBook: CX in the Retail Industry
        • Case Study: Under Armour
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        • Case Study: Solution for World Class Travel
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    Experience Management
    Customer Experience Employee Experience Product Experience Brand Experience Market Research
    • Experience Management
    • Customer Experience

    Learn Customer Experience (CX) with Resources & Articles


    We’ve put together this comprehensive and thorough Customer Experience guide to give you the tools and information you need to manage, strategize, measure and impact all aspects of the Customer Experience for your business.

    Select a topic

    • NPS
    • Customer Feedback
    • Digital CX
    • CX Management
    • Customer Service
    • Customer Journey
    • Customer Churn & Retention
    • Market Segmentation
    • Customer Satisfaction

    NPS

    What is net promoter score (NPS)? Definition & examples

    Net promoter score (NPS) is the gold standard of customer experience metrics. Read our in-depth guide written by customer experience experts to better understand what net promoter score is, how it is calculated, and how tracking it can benefit your organization.
    14 min read

    More NPS articles

    What is net promoter score (NPS)? Definition & examples
    14 min read
    Transactional vs. relational NPS®: Which should you use?
    7 min read
    What Is a Detractor and How Do You Turn Them to Promoters?
    4 min read

    Customer Feedback

    Customer feedback: What to collect and when

    Customer feedback is the best way to gain insights into what drives your customers to buy (and keep buying) from you – but how should you collect it, and which metrics should you use to track your customer experience?
    16 min read

    More Customer Feedback articles

    Customer feedback: What to collect and when
    16 min read
    What is voice of the customer (VoC)?
    20 min read
    User testing 101: the complete guide
    14 min read
    How to close the feedback loop on social media
    8 min read
    What is omnichannel customer feedback
    7 min read

    SEE MORE

    Digital CX

    Digital customer experience: Everything to know in 2021

    Digital experiences are fast, multi-faceted and high-stakes, far exceeding offline CX in complexity and frequency. What’s more, they’re increasingly the norm for your customers. So how do you harness the power of a great digital experience?
    22 min read

    More Digital CX articles

    Digital customer experience: Everything to know in 2021
    22 min read
    User experience (UX) research: Definition and methods
    9 min read
    How to integrate social media into your CX program
    14 min read
    Omnichannel experience design: what, how and why
    21 min read
    The 7 stages to consider in Digital CX
    7 min read
    4 Key Things to Get Right in Your Digital Feedback Program
    3 min read
    The Ultimate Guide to Mobile Customer Experience
    10 min read

    SEE MORE

    CX Management

    Your ultimate guide to customer experience (CX)

    We've put together this comprehensive and thorough CX guide to give you the tools and information you need to manage, strategize, measure and impact all aspects of the customer experience for your business.
    16 min read

    More CX Management articles

    Your ultimate guide to customer experience (CX)
    16 min read
    What is a customer experience (CX) program?
    13 min read
    How to design a customer experience (CX) strategy
    14 min read
    Closed loop feedback: What it is and why it’s an important part of customer experience
    9 min read
    Measuring customer experience: Top metrics & Free templates
    9 min read
    What is customer experience management?
    9 min read
    Building a customer experience vision
    5 min read
    How to design a customer experience survey
    8 min read
    How to build an investment case for customer experience
    9 min read
    Combining your CRM and Customer Experience Data
    3 min read

    SEE MORE

    Customer Service

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    Customer Journey

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    Customer Churn & Retention

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    It’s easier to keep an existing customer than to gain a new one. It’s also much easier to save a customer before they leave than to convince them to come back. For these reasons and more, understanding and preventing customer churn is critical to your long-term success.
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    Customer Satisfaction

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    Customer experience is what drives satisfaction, loyalty, and advocacy based on the quality of interactions throughout the customer lifecycle.

    There is a massive gap between the experiences companies offer and the experiences a new generation of consumers demand. When polled, 80% of CEOs believe they are delivering a superior experience, but only 8% of customers agree.

    This is the customer experience gap, and it has significant financial implications.

    A recent study showed that “Customer Experience Leaders” grow 2x faster and maintain operations that are 15% leaner than the average company.

    A separate study by Forrester found “CX Leaders” outperformed companies considered “CX Laggards” by nearly 80 percentage points over 8 years in terms of stock performance.

    Companies are learning that positive customer experiences are powering positive business outcomes.

    Learn why CX leaders grow 2x faster than the average company

    Customer experience management empowers organizations to translate customer insights into the improvements that drive financial outcomes, including:

    • Improved customer retention and loyalty
    • Increased customer share of wallet
    • Optimized customer acquisition
    • Reduced cost to serve
    • Increased brand awareness and equity

    Customer experience management is more than a system of measuring and acting on customer feedback. It is a discipline that begins with executive leadership and translates to company-wide culture. It requires a commitment to customer research, employee engagement, and continuous program innovation.

    Closing the customer experience gap requires X-data and the systems to use it well. The payoff is in the bottom line. Learn how customer experience through our articles and guides.

    Popular Use Cases

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