XM Knowledge Base
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
10 videos all customer experience professionals should watch
Whether you choose to learn from the wisdom of market legends, your own experience (and maybe a few mistakes along the way), requests from customers, or the successes of others, remember that there’...
By Campbell George
5 ways to build better government with citizen feedback
You probably know it’s important to collect citizen feedback on government services, but have you ever thought about all the ways and places you could do it? Just as importantly, do you know how ...
By Stephanie Thum
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
How Cathay Pacific focuses on passenger feedback to soar above the competition
Customer experience is everything in the airline industry. From the routes they fly to the booking process and the on-board experience, every touchpoint with customers is an opportunity for airlines t...
By Walter Li
How to use IT help desk surveys to increase satisfaction
We live in a technology-driven world and people can’t function if their technology fails. There are plenty of examples too — Johns Hopkins Medicine learned this the hard way, when their technology...
By Diana Kaemingk
7 ways to improve online reviews
Online reviews hold tremendous power. Case in point: last month, before dining at a restaurant that was recommended to me, I quickly looked up its rating on Google. The first couple of reviews mention...
By Diana Kaemingk
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