Experience Matters Blog

January 23, 2023

2022 U.S. Well-Being Fluctuates Across Age, Gender, and Ethnicity

We share the state of US consumers' quality of life in 2022 by ethnicity, age, and gender based on our Well-Being Index (WBi), a measure of happiness, healthiness, and financial security.

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December 16, 2022

Accelerate B2B CX Programs with Robust Governance, Listening Portfolios, and Engaged Employees

In this post, we examine the current state of B2B CX program maturity, which is (slowly) improving. To help B2B firms accelerate their CX efforts, we identify 3 categories of activities they should focus on, with specific recommendations under each.

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November 25, 2022

Bad Customer Experience Puts $3.1 Trillion in Global Consumer Sales at Risk

Based on a global consumer study, we estimate that companies that deliver very bad customer experiences are putting $3.1 trillion in sales at risk every year. This includes $1 trillion where consumers completely stopped spending with a company.

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October 21, 2022

2022 U.S. Net Promoter Score Drops from 2021 Recovery

From our latest US consumer study, XM Institute found that Net Promoter Score fell for most industries from 2021 to 2022.

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October 3, 2022

Tips for Frontline CX Training Program Success

Designing effective training is crucial to the employee upskilling process. These essentials will bring empathy into your training, bring employees closer to customers and underpin program success.

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September 1, 2022

Five Lessons Learned About Pivoting In-Store CX During Times of Uncertainty

Economic downturns cause heightened emotions, pressured budgets, and new customer behaviours. We share five lessons on how multi-site retail managers should adjust their customer experience agendas during disruptive times.

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August 24, 2022

Lessons From a B2B CX Leader on How to Build a Customer-Centric Culture

In this business-to-business (B2B) example, a customer experience (CX) leader built a customer-centric culture by focusing on how customers interact, making experiences understandable to stakeholders, and securing executive endorsements.

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August 18, 2022

Six Analytical Pathways That Link Employee and Customer Experience

There’s strong evidence that links customer experience (CX) and employee experience (EX). In this post, we identify six analytical pathways and best practices for connecting CX and EX to improve frontline operations.

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August 11, 2022

Commentary On XM Institute Business Resilience Report, Q3 2022

Resilient organizations need to build strong human connections with all stakeholders. To measure this connection, Qualtrics XM Institute launched the Business Resilience Index that examines customer, employee, brand, and product experience.

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August 3, 2022

The Three Core Functions of a CX Center of Excellence

Organizations looking to mature their customer experience programs often establish a CX Center of Excellence (CoE). This post describes the three specialized functions of a strong CX CoE and common activities within each one.

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