Experience Matters Blog

March 22, 2019

Complexity Is an Experience Killer

Organizations have a natural tendency to create complexity by adding rules and processes on top of other rules and processes. This blog post discusses the value of simplification for driving better experiences.

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March 20, 2019

The Human Experience Cycle

To design better experiences, organizations need to understand how people flow through their experiences. This blog post introduces a simplified view of how people process their experiences using a model called "The Human Experience Cycle."

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March 13, 2019

Tapping into the Power of Experience Management

The environment in which organizations operate is rapidly changing. This blog post explores fundamental XM concepts and frameworks and makes the case for why XM is becoming increasingly essential to business success.

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March 11, 2019

Debriefing My Qualtrics X4 Experience

In this blog post, Bruce Temkin debriefs his top moments from the 2019 Qualtrics X4 Summit, including his favorite speakers and new product offerings.

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March 5, 2019

The Evolving Role of CX (& XM) Leaders

CX and XM leaders need to think differently about their roles as they push organizations to even higher levels of maturity. This blog post looks at how their role should change from "doing" to "nurturing" as the company moves up...

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January 7, 2019

The Inextricable Link Between CX & EX

It is impossible for an organization to consistently deliver great customer experience with apathetic or disengaged employees. This blog post examines the data we’ve collected to understand the connection between customer and employee experience.

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December 18, 2018

2019 XM Trends from Qualtrics Thought Leaders

This blog post highlights some key XM trends for 2019. Trends are organized into four broad categories: Humanizing through Technology, Tailoring Insights for Action, Expanding Predictive Analytics, and Authentically Living Brand Values.

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December 10, 2018

CX Leaders’ Employees Feel Prouder & More Appreciated

This blog post examines data from a survey of 5,000+ US employees where we asked them to pick a word that best describes how their job makes them feel (e.g. proud, angry) and split up their responses based on the...

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November 26, 2018

What’s All This About X- and O-Data?

Why are X-data and O-data so essential to organizations' XM success? This blog post provides an overview of what these two types of data are and how organizations should combine them to generate more valuable insights about people’s experiences.

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November 16, 2018

Temkin Group, Qualtrics, and SAP

This blog post discusses what Qualtrics' acquisition of Temkin Group - and then SAP's subsequent acquisition of Qualtrics means for the future of Experience Management and the broader XM ecosystem.

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