XM Knowledge Base
Look beyond mystery shopping to improve your customer experience
We’ve heard of them before, but what does a mystery shopper do and how can they drive customer experience improvements? What is a mystery shopper? A mystery shopper, or a secret shopper, is a pers...
By Meena Toor
Guest experience: Trends, tips & Best practices for 2022
The guest experience could be the difference between whether a guest returns or not. Explore the ways that organizations can use guest experience as a key factor of their success. What is guest exp...
By Meena Toor
5 predictions for government experience management in 2021
2021 promises to be a “takeoff year” for experience management (XM) in government. The events of the past 12 months have made obvious, sometimes painfully, the critical role people’s experience ...
By Sydney Heimbrock
How to design rating scale questions
We show you how to design and use rating scale questions in your survey, so you can get easy-to-interpret qualitative feedback data back. Designing rating scale questions can be tricky to use, but ...
By Will Webster
Understanding human behavior: The softer side of experience management
Discover why universal human behavior traits are key to a successful XM activation. Experience management (XM) is becoming increasingly vital to organizations’ long-term business success. Underst...
By Isabelle Zdatny
How much does advertising on social media really influence the customer experience — even when they’ve signed off?
"Social media has become an advertising machine. Brands have flooded these platforms to place products in front of consumers and have created massive influencer programs to nudge users into making a p...
By Qualtrics
Experience management 101: The what, why, and how of XM
As the ever-increasing flow of information shifts power from organizations into the hands of individuals, businesses must reassess how they operate. They must continuously learn what customers, employ...
By Bruce Temkin
15 ways to improve the ecommerce customer experience
Like any other commerce, ecommerce needs outstanding customer experience to stay competitive and profitable. What is ecommerce CX and how can you achieve it? ecommerce shopping has changed the reta...
By Ruth D'Alessandro
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