XM Knowledge Base
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
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
Why digital transformation for healthcare isn’t about technology
Digital transformation in healthcare is the integration of digital technology into all aspects of how a healthcare business interacts with patients, healthcare providers, and regulators. The results a...
By Patty Riskind
6 companies who provide the best experience on social media (and why)
In an age when many consumers grew up using smart phones and social media, it is becoming increasingly important to use social media in your customer experience efforts. According to a case study by T...
By Diana Kaemingk
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