Isabelle Zdatny

Author Bio

Isabelle is an XM Catalyst with the Qualtrics XM Institute. She helps large organizations design and operate successful experience management (XM) programs by producing industry thought leadership, developing and delivering training, consulting with companies, and speaking on key XM topics and trends. She currently leads the XM Institute’s research into how companies identify, design, and deploy innovative new experiences. Other areas of expertise include digital CX design, metrics management, consumer psychology and emotions, and behavioral economics. Prior to its acquisition in 2018, Isabelle spent five years working at Temkin Group – a research, consulting, and training firm dedicated to helping many of the world’s largest brands accelerate their experience transformation efforts. Isabelle is a Certified Customer Experience Professional (CCXP) and a graduate from Wellesley College.

Articles attributed to Isabelle Zdatny

Contact center trends 2025: The three big shifts shaping customer experience

Contact centers are the bastions of customer expectations and customer satisfaction. They thrive with the right tools but – as our 2025 Contact Center Trends research shows – only if those tools...

By Isabelle Zdatny, Leonie Brown

5 easy steps to integrate digital channels into your CX program

Digital channels, such as websites and apps, have become one of – if not the – main interface between organizations and their customers. To succeed in this digital-first environment, customer expe...

By Isabelle Zdatny

The 4 keys to driving action with NPS feedback

Companies often struggle to decode customer feedback, which can make it challenging for leaders to take clear action. While Net Promoter Score® isn’t a quick fix, we’ve identified four key skills...

By Isabelle Zdatny

Understanding human behavior: The softer side of experience management

Discover why universal human behavior traits are key to a successful XM activation. Experience management (XM) is becoming increasingly vital to organizations’ long-term business success. Underst...

By Isabelle Zdatny

Featured Posts

Leveraging experience to guide reform in government

Recently established and authorized by Congress, the Department of Government Efficiency (DOGE) is advocating for pivotal reforms aimed at enhancing the effectiveness and efficiency of federal operati...

By Sydney Heimbrock

2025 X4 Summit: Make Every Connection Count

As the world rapidly evolves, so does the landscape of customer and employee experience. Consumers have less money in their pockets and there’s been a continual decline in customer feedback. Employe...

By Rachad Davis

Making GovXM Stick: Government Service Delivery Improvement Act

Discover how the Government Service Delivery Improvement Act of 2025 (GSDIA) sets a new standard for accountability and service quality in the Federal government. This groundbreaking legislation, shap...

By Sydney Heimbrock

From scorecards to results: Improving federal employee performance in government

Decades of initiatives to improve federal employee performance have missed the simple answer: Listening works. Every new Presidential Administration comes into government vowing to fix deeply bro...

By Sydney Heimbrock