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.
Read MoreExamining U.S. Optimism Across Gender and Age
We examine the difference in optimism between men and women of different age groups in the U.S.
Read MoreBuild Four Action Loops to Respond to Insights
Experience management programs traditionally focus on inner loop and outer loop responses. However, modern XM efforts need to build four action loops: Immediate Response, Continuous Improvement, Process Integration, and Strategic Decision-Making.
Read MoreCreate More Actionable Insights With Employee Journey Analytics
Employee experience efforts typically gain insights from analyzing individual touchpoint feedback. To gain a richer understanding into what drives employee behaviors and attitudes, organizations should adopt employee journey analytics.
Read MoreIntroducing 2022, The Year of Agility
In 2022, companies must prepare for an unpredictable environment, which is why we’re calling it “The Year of Agility.” To thrive in this environment, tap into Experience Management (XM) capabilities.
Read MoreExamining 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.
Read MoreBad Customer Experience Puts $4.7 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 $4.7 trillion sales at risk every year. This includes $1.7 trillion where consumers completely stopped spending with a company.
Read MoreExamining Digital Preferences Across 18 Countries
We surveyed nearly 18,000 consumers across 18 countries to understand how they prefer to complete 8 common interactions. Thailand, India, and Hong Kong consumers are the most digital-minded, while people in Spain and the Philippines are the least.
Read MoreHow Do You Explain Experience Management to Senior Executives?
Learn how to engage senior executives in a dialogue around how Experience Management (XM) can help them. The post describes five steps: Setup, Inspire, Reinforce, Elaborate, and Nurture. See how XM Institute content can support the discussion.
Read MoreFive Elements of Successful XM Ambassador Programs
A key element of XM governance is a network of internal advocates who work with the XM core team to evangelize XM and build critical grassroots support. We share how to harness these benefits by building a successful Ambassador program.
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