XM Knowledge Base
Solving EX & CX problems before they happen
Taking a more proactive approach to solving customer and employee experience challenges. Today, the key to good business is empathy. Whether they’re customers or employees, understanding what pe...
By Qualtrics
4 examples of negative tone of voice you should never use
A lot of businesses struggle with their tone of voice over social. It is hard to balance between following the common rules and staying creative at the same time. Your tone of voice represents the voi...
By Qualtrics
DX Metrics: Drive business impact by humanizing the digital experience
As businesses look to differentiate themselves, the digital experience is a key battleground where loyalty is won and lost. So it’s natural that more and more businesses are investing in maximizing ...
By LiLi Wong
How to respond to reviews in 2022
As consumers, we all want to make wise purchasing decisions. So, how do we ensure we aren’t being ripped off? We study the customer reviews! Online ratings and reviews are a powerful engine that com...
By Dimitri Callens
Text analytics vs. sentiment analysis
Chocolate and peanut butter. Romeo and Juliet. Yin and yang. Sometimes two ideas become so closely identified with each other that it can be hard to remember that they are actually separate entities. ...
By Lisa Sigler
9 things you need to know about the Gen Z consumer
Gen Z adults, ages 18 to 25, are an emerging consumer force, setting trends that influence the purchasing habits of older shoppers. These youngest of buyers don’t think the same way as their parents...
By Qualtrics
How Rocket Mortgage combines metrics with empathy when designing experiences
Taking out a mortgage is often considered the least enjoyable part of home buying. It’s ironic when financial institutions have decades-long relationships with these customers and transactions are i...
By User Testing
Top industries for social customer service
Social media has made it easy for people to vent about bad service. Companies no longer control the terms of engagement with customers for customer service. It’s the customer who determines when and...
By Qualtrics
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