XM Knowledge Base
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
80% of customers said they have switched brands because of poor customer experience
New research from Qualtrics and ServiceNow revealed 80% of customers said they have switched brands because of poor customer experience, and 43% of respondents said they were at least somewhat likely ...
By Qualtrics
Improving patient experience by engaging your employees
When I was a chief experience officer, I often told front-line leaders to stop focusing on patient experience and invest their energy in their employees. Healthcare organizations (HCOs) have long been...
By Susan Haufe
Qualtrics named a Leader in Gartner’s Magic Quadrant for Voice of the Customer 2021
The results of Gartner’s 2021 search for the best Voice of the Customer (VoC) platforms is in — and for the second consecutive year CustomerXM has been named a ‘leader’ in this year’s report...
By Qualtrics
New Text iQ machine learning models deliver industry leading accuracy with sentiment analysis
What is sentiment analysis? Sentiment analysis is a powerful tool for monitoring and understanding contextual sentiment for any customer, employee, product, or brand experience. It uses natural langu...
By Qualtrics
Top Executives Expect to Spend More to Meet Rising Customer and Employee Demands
In the midst of the pandemic and ongoing labor shortage, C-Suite executives say customers and employees will become more demanding in the coming months, and spending will increase around technology, h...
By Qualtrics
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