Experience Matters Blog

October 30, 2023

The State of CX in the Health Insurance Industry, 2023

In this blog post, we share data and trends on the state of customer experience in the health insurance industry according to 10,000 US consumers and industry experts.

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October 2, 2023

10 Lessons Learned from 1,000 Value Assessments

XM professionals often struggle to calculate and communicate the value of XM initiatives. In this post, the head of Qualtrics Center of Value shares his top lessons from years of helping XM teams quantify and demonstrate the value of experiences.

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September 26, 2023

Seven Types of Data for Modern XM Programs

Despite the explosion of available data, most CX and EX programs continue to rely only on survey-based feedback. This post describes the 7 types of data XM programs should collect and how they can start building a diverse listening portfolio.

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August 15, 2023

Tips for Designing Action-Centric Dashboards for Executives

Effective dashboard design is critical to secure executive adoption and prompt XM actions. These action-centric design tips will help you create simple, engaging executive dashboards that communicate key insights and shape strategic decisions.

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July 25, 2023

The Path to Building a Modern Digital CX Program

While many organizations have some basic Digital CX elements in place, these programs are not yet optimized for the Digital-first Business Era. In this post, we break down the path they should follow to modernize their Digital CX efforts.

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March 29, 2023

Introducing XM Masters Professional Development Training

XM Masters is the premier professional development training for Experience Management (XM) professionals. Join leading experts at XM Institute to develop the advanced skills and practices needed to transform experience-centric organizations

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March 28, 2023

Four Principles for Action-Centric Dashboard Design

CX dashboards are a critical tool for driving customer-centric decisions, but many organizations today assemble the data haphazardly, making it hard for users to understand & act on. Here we introduce a new approach to designing action-centric dashboards.

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March 6, 2023

Global Well-Being Declines from 2021

Consumers from 29 countries told us about their quality of life, which we tracked year-over-year.

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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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