XM Knowledge Base
Disruptive innovation: 4 times brands disrupted their own business models
Disruption is a big buzzword, especially in the world of tech. But what does it truly mean to be disruptive, and what’s the key to doing it well? We found that some of the best insights come from br...
By Ross Lambert
Forrester Study: Economic Impact of Qualtrics CustomerXM
Experience management from Qualtrics isn’t just a good strategic decision. It’s an excellent financial decision. In a Qualtrics-commissioned Total Economic Impact™ study (TEI), Forrester Consult...
By Catherine Thurtle
Product and pricing research — how conjoint analysis takes the guesswork out of product development
Imagine a life with unlimited resources to build the next ‘must-have’ product or develop your latest upgrade. Or one in which the cost of materials or development had no interconnection with the p...
By Amy Bates
Why Amazon is a leader in customer experience
Amazon Prime day is upon us once more, and as the world’s biggest online retailer looks set to sell more products than ever before, it’s important to remember what got Amazon where they are - no, ...
By Chelsea Hunersen
Crate & Barrel on experience gaps: why they occur and how to close them
Experience gaps occur when a brand fails to meet expectations at any point along the customer journey. It could be a big brand disaster: “I didn’t expect the shop assistant to kick me in the sh...
By Jared Gardner
5 easy ways to use customer testimonials in your marketing efforts today
This is a guest post from our friend, Jordan Wahl, of G2 Crowd Let’s face it – building strong brand equity isn’t easy nor can it be done alone. It’s more than the work of one mastermi...
By Qualtrics
An introduction to MaxDiff analysis & design
Hidden away at the bottom of the Matrix Table in the survey question options is the MaxDiff question type. This low-key entrance belies the usefulness and power of this feature in Qualtrics CoreXM. I...
By Tim Daly
How to label response scale points in your survey to avoid misdirecting respondents
Have you ever been following navigation instructions while driving and wished that an instruction or street sign would’ve been more clear or specific? Maybe you couldn’t tell in time which lane le...
By Dave Vannette
Subscribe to the Experience Matters blog
Stay up to date with the latest XM thought leadership, tips and news.