Original research: The state of digital experience in 2023
For the last three years, the focus for many companies has been on accelerating digital transformation. They had to —their very survival depended on it. Today, you see the impact of that, digital ex...
By Ronell Hugh
11 great customer service examples
Excellent customer service is essential for business. In fact, consumers are willing to spend 17 percent more with companies that deliver great customer service, according to American Express. Unfo...
By Diana Kaemingk
2022 U.S. Net Promoter Score Drops from 2021 Recovery
Qualtrics XM Institute tracks Net Promoter Scores (NPS) in the U.S. across almost two dozen industries each year. We examined this year’s scores and compared them to last year’s. This year’s dat...
By Moira Dorsey, Talia Quaadgras
“Don’t mess up the corn”: How KFC serves up exactly what its customers want
There’s getting to know customers…then there’s KFC getting to know customers. At Experience London, we heard from Cat Envis - Guest Insights and Analytics Manager - on how one of the world’s b...
By Qualtrics
Tips for Frontline CX Training Program Success
Raising the capability of your frontline teams is usually one of the first large-scale interventions a CX Practitioner will want to make. Designing and developing an effective training program that wi...
By James Scutt
How to use analytics for risk management
Calculating and managing risk is a vital part of business, but how can data analytics play into successful management? Read on to find out what risk management analytics is, why it’s important and h...
By Qualtrics
Key Elements to Ensure In-Store Teams Support Your Organization’s Listening Program
When building an in-store customer feedback program, I’ve learned a valuable lesson: intended use does not always translate into actual use. In-store teams often make their own changes to these cent...
By James Scutt
Five Lessons Learned About Pivoting In-Store CX During Times of Uncertainty
The last couple of years has taught us a lot about responding to change during periods of disruption, especially when it comes to front-line customer experience (CX). Although CX is often viewed as ...
By James Scutt
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