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How to measure service quality

It’s imperative that you provide excellent service to your customers. With a wealth of competition, companies that don’t compete on customer experience will lose customers to those that are contin...

By Qualtrics

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

How to humanize customer experience

To avoid falling behind your competitors in the fast-moving experience economy, it’s critical you are able to humanize your customer experience (CX). The rise of e-commerce, social media, and mob...

By Juliana Holterhaus

5 stages to evolving your CX program through the maturity model

XM Institute Expert Isabelle Zdatny walks us through the benefits and stages of evolving your CX program through the maturity model. What is a CX maturity model A CX maturity model is a roadmap to h...

By Catherine Thurtle

The Most Common Reasons Customer Experience Programs Fail

Most customer experience (CX programs) are positioned as strategic, but quickly veer away from business objectives and become simply about tracking CX metrics. Time passes slowly, data continues to mo...

By Ryan Smith - Founder & Executive Chairman, Webb Stevens

7 tips on how to improve Customer Experience (CX) by empowering employees

If you’re looking to raise the bar on customer experience, look no further than your employees — harnessed in the right way, they’re one of the most effective levers any organization has. Find o...

By Elizabeth Kampf

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

5 ways to improve your customer service experience

Customer Experience (CX) is the future of business and companies who don’t get on board will have trouble competing in an evolving marketplace. In a Deloitte research study, customers who enjoy posi...

By Diana Kaemingk

Think you're sending too many surveys? How to avoid survey fatigue.

We get a lot of questions at Qualtrics about survey fatigue — it’s a common story, you’re getting great insights from your customer surveys, you want more, so you send more surveys. All of a sud...

By Jack Davies

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