XM Knowledge Base
Adjusting your CX program to deal with COVID-19
Given the spread of Coronavirus and the downturn in the economy, every organization needs to rethink how it operates. As Experience Management (XM) professionals, you can play an important role in hel...
By Bruce Temkin
Must-see government and public sector sessions at X4 2020
It’s the biggest Experience Management event in the world, so you won’t be short of things to see. Check out our guide to the must-see sessions for government and public sector organizations at X4...
By Jack Davies
New Research: The ROI of Customer Experience
The XM Institute recently published a new report, The ROI of Customer Experience, 2019. It examines the connection between customer experience and loyalty across 20 U.S. consumer industries: Airlines,...
By Bruce Temkin
XM Visionaries: How Mastercard built a global CX team
As part of our XM Visionaries series, we caught up with John Goodwin, Vice President of Customer Intelligence at Mastercard to talk about how he built his team from the ground up to become an integral...
By Jack Davies
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
Where to stay during your X4 visit
X4 will return in 2021. As we've continued to monitor the ongoing developments of COVID-19, we have determined that in order to provide the best experience possible for attendees, we will NOT host X4:...
By Qualtrics
5 breakthrough in-store experiences (and the employees behind them)
Increasingly, online and offline customer experiences form part of a merged ecosystem where shoppers move freely between multiple channels. To provide the levels of ease and personalization customers ...
By Daniel Saunders
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
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