Experience Matters Blog
Conversational Analytics Are Transforming Contact Centers
Contact centers rely on a sample of interactions for customer experience metrics and agent coaching. Conversational analytics will transform their operations by enabling companies to immediately act on insights from every interaction.
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Seven Mistakes to Avoid When Closing the Loop With Customers
Read about seven mistakes to avoid when closing the loop with customers.
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U.S. Well-Being Increases for Everyone Except Hispanics
9,000 U.S. consumers told us about their happiness, health, and financial security.
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Five Steps for Building a Strong CX Metrics Program in Hospitality
Effective customer experience metrics should align across all operational and experience touchpoints, which in Hospitality settings are endless. Instead of taking a one size fits all approach to your north star CX metric, be strategic.
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U.S. President Signs Executive Order on CX: Six Recommendations for Next Steps
President Biden signed an executive order (EO) on customer experience (CX). XM Institute applauds the EO and provides six recommendations about how federal government CX teams should capture the moment and accelerate their CX efforts.
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Examining 10 Years of Net Promoter Scores in the U.S.
Qualtrics XM Institute examined Net Promoter Scores in the U.S. over the past decade. Banks, wireless carriers, and retailers have been the most resilient, while consumer payments and rental cars have seen the largest drops in NPS.
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Net Promoter Scores Partially Recover from 2020 Collapse
Net Promoter Scores (NPS) in the U.S. dropped by half between 2019 and 2020. XM Institute’s latest data shows that those scores have partially recovered, but still lags for younger consumers.
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The Five Essential Elements of CX Program Governance
Organizations do not become customer-centric overnight. To coordinate all the efforts that catalyze CX-centric change, organizations need a strong governance model. In this post, we explore the five key elements of CX program governance.
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Looking to Improve Your Response Rates? Use These Four Levers
Response rates are contextual, meaning there’s no one-size-fits-all answer to the question of what makes a “good” rate for a CX survey. However, there are four universal levers you can use to boost your response rates: Mode, Sample, Design, and...
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Customer Experience Hits and Misses on CX Day
To celebrate CX Day, community members of the XM Professionals Network share their customer experience hits and misses.
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