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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

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

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