Experience Matters Blog

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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July 27, 2022

Improving the Difficult Downsizing Experience

One of the measures that organizations may deploy when faced with uncertainty is downsizing, a difficult and emotionally taxing process that can have devastating impacts if not done properly. Here are some tips to ensure the most positive long-term outcomes.

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May 12, 2022

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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April 19, 2022

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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March 28, 2022

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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March 22, 2022

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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