The Voice of the Community is a monthly blog recapping the Qualtrics XM Institute’s community, XM Pros, and celebrating our members.  Over the past two years, we’ve grown to 5,500 members across the globe, connecting and sharing best practices in real-time and online. 

We’ve launched a new XM Learning Lab to the community focused on Building Organizational and Personal Agility, led by Bruce Temkin. It’s energizing to see XM Pros meeting to learn together and discuss how to help their organizations build agility as well as how to thrive personally in these uncertain times. I look forward to their discussions! Learn more about the XM Learning Lab and check out the discussion materials and questions in the XM Pros Online Forum.

Some discussion highlights from members this month include:

 

XM Pros Member Highlights

Ashima Bhagat is a Director of Business Management at Vodafone Idea Limited, based in South Delhi, India. Her passion for XM comes from an internal drive to help customers address their core problem areas. It requires her to step into her customer’s shoes to understand the key challenges which they are trying to address by using her organization’s services. Ashima finds that many times customer conversations start at the “tip of the iceberg” and later with the help of XM processes and tools she is able to understand the core concern area basis and build customer trust. 

  • What is her current focus? Ashima’s current focus is learning more about XM and building her skill set. Ashima noted that her country of India is still going through the journey to put customers at the heart of all decision-making, so she is eager to put learnings to practice. 
  • What is a recent success she is proud of? Recently, Ashima created a small support group within her organization to support the sales team with internal approval processes to speed up their quote-to-customer cycle. It was a success, demonstrated by a 30% increase in the first month.
  • What does she enjoy outside of work? Ashima enjoys reading about psychology, recent management, and technology trends.
  • Why did she join the XM Pros? “I joined the XM Pros to enhance my XM skills and network with XM professionals.”

 

Katie Anthony is the Head of Global Customer Experience Research at Dexcom, an organization transforming diabetes care and management, and is based in San Diego, CA. Katie is passionate about being an XM professional because her work drives changes in product and service design that can lead to better health outcomes and customer quality of life. She feels extremely rewarded working in a space where her efforts make a direct positive impact on someone’s ability to live a healthy life.

  • What is her current focus? Katie manages the Global Voice of Customer Program at Dexcom.
  • What is a recent success she is proud of? Katie is really proud of her team’s ability to collaborate cross-functionally and internationally with their global partners. As of today, Dexcom has customer listening touchpoints active in 16 countries and in 14 different languages. With this always-on global feedback, they are able to tailor experiences to specific markets instead of using a one size fits all approach.
  •  What do you enjoy outside of work? Katie enjoys surfing, gardening, traveling, and spending time with her family and three dogs (Captain Jack, Loofa, and Chowder) in sunny San Diego.
  • Why did you join the XM Pros/Virtual Meetups? “I joined to learn about emerging trends in XM as well as to learn how my colleagues are using innovative methods to meet customer needs and expectations. I am a lifelong learner and enjoy learning about what others have tried and found to be successful with their customers.”

 

February Events Recap

February’s Virtual Meetup focused on propelling XM in a time of agility. Lili Tomovich, Chief Marketing Officer at Barclays Bank US, and Greg Chase, XMP, XM Catalyst, led an interactive discussion on crafting an XM ROI story for different stakeholders in your organization. 

The most successful XM professionals can articulate the value of XM to leadership and stakeholders across their organization. Building a compelling XM ROI story helps XM professionals unlock resourcing, increase buy-in, and build XM advocates. Log in to the XM Pros Online for the Topic of the Month presentation, and to join the discussion. Not a member? Join us today.

 

Upcoming Events

The community has a robust set of ongoing activities. Join us for some of these upcoming events:

  • Expand your network. The latest Pro-to-Pro cycle is now open! XM Pros members have the opportunity to be paired with another XM professional from anywhere in the world. Sign-up is open for a limited time – register now!
  • Build a Culture of Belonging. Research shows that a sense of belonging is the biggest predictor of employee engagement, and employees are demanding real progress on diversity, equity, inclusion, and belonging (DEIB) promises. With millions of employees considering leaving their jobs and huge transformations taking place, how do we build organizational cultures of connection and belonging that retains and attracts great talent? Watch Dr. Cecelia Herbert, XMP, XM Catalyst, discuss how to prioritize a culture of well being for your organization in this brief presentation.  Not a member? Join us to access the full presentation.
  • Join your fellow XM professionals at our Virtual Meetups, Building a Culture of Belonging. We’re looking forward to Dr. Cecelia Herbert, XM Catalyst, and a special guest hosting our March Virtual Meetups on Wednesday, March 23rd at 7 pm ET/10 am AEST and Thursday, March 24th at 11 am ET/6 pm CET. Learn more about registering for the meetups here. Cecelia will lead the interactive discussion on how to create a culture of employee belonging and how to prioritize it for your organization.
  • Ask an expert your XM questions. Join Moira Dorsey, XM Catalyst, for a weeklong Q&A session from March 28th-April 1st, 2022 in the XM Pros online forum. Learn more about Expert Q&A and Moira’s expertise here. 

 

About XM Pros

Launched in April 2020, XM Pros is a free community for XM professionals who want to learn, connect, advance their careers, and shape the future of the XM profession. Members of XM Pros can participate in a variety of interactive offerings, such as the XM Pros online forum, Expert Q&A sessions, Topic of the Month discussions, Virtual Meetups, 1:1 Peer Matching, XM Learning Lab discussions, and, when safe, local in-person events.

 

The bottom line: Join XM Pros to connect with your peers and take advantage of a variety of community offerings!

Ashley Elder is the XM Pros Community Leader with the Qualtrics XM Institute

Categories : Competencies