XM Knowledge Base
The Power of Patient and Employee Experiences in Healthcare
What’s love got to do with healthcare? Well before Tina Turner’s famous song, a 1955 piece in the New England Journal of Medicine posed the question: How do we clinically define “love?” Later,...
By Adrienne Boissy, Erin Ney
Improving online reputation and the patient journey with better digital experiences
In today’s healthcare landscape, patient experience extends far beyond the walls of clinics and hospitals. It begins in the digital realm, during those critical online interactions, such as scheduli...
By Maggie Gentry, Sydney Milburn
10 questions (and answers) from “What’s the Future of CX?”
Even in the midst of continued inflationary pressures that increase consumer price sensitivity, Qualtrics’ research found that what drives purchase decisions is the post-purchase experience. In the ...
By Isla Yu
Global consumer trends for 2025 revealed
Understanding what drives consumer loyalty – and what leads to churn – is crucial for any business looking to succeed in an incredibly competitive market. Here’s a snapshot of how the latest con...
By Qualtrics
Celebrating CX Day 2024 with everyday tips for showing your impact
October 1st marks CX Day, an annual global celebration by the Customer Experience Professionals Association (CXPA) of the companies creating great experiences for their customers and the people who wo...
By Rachad Davis
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
50 customer service quotes to inspire your team
Take these 50 customer service quotes to your next meeting to help inspire you and your team to take your customer service program to the next level. Customer service is fundamental to delivering a...
By Rosemin Anderson
Empathy statements for customer service
In customer service, empathy statements are how agents can let customers know that they’re listening, understanding, and authentically human. We’ve categorized the ones that can turn angry custome...
By Adam Bunker
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