How to predict customer behavior
What if a business could fulfil customers’ wants and needs before they’ve even asked for them? Welcome to the world of predicting consumer behavior. What is customer behavior prediction? ‘Cust...
By Ruth D'Alessandro
Online customer review statistics you should know
93% of customers read online reviews before buying a product. Find out how to use online reviews to connect with your customers, improve your brand image and encourage positive buying recommendations....
By Diana Kaemingk
In conversation with Matt Dixon: Use unstructured data to give your CX program the edge it needs
Unstructured data is becoming an increasingly important part of a successful listening program. Luke Williams, Qualtrics XM Institute was joined by Matt Dixon, Chief Product and Research Officer of...
By Luke Williams, Matt Dixon
How to measure service quality
It’s imperative that you provide excellent service to your customers. With a wealth of competition, companies that don’t compete on customer experience will lose customers to those that are contin...
By Qualtrics
Forrester Study: Economic Impact of Qualtrics CustomerXM
Experience management from Qualtrics isn’t just a good strategic decision. It’s an excellent financial decision. In a Qualtrics-commissioned Total Economic Impact™ study (TEI), Forrester Consult...
By Catherine Thurtle
How to humanize customer experience
To avoid falling behind your competitors in the fast-moving experience economy, it’s critical you are able to humanize your customer experience (CX). The rise of e-commerce, social media, and mob...
By Juliana Holterhaus
5 stages to evolving your CX program through the maturity model
XM Institute Expert Isabelle Zdatny walks us through the benefits and stages of evolving your CX program through the maturity model. What is a CX maturity model A CX maturity model is a roadmap to h...
By Catherine Thurtle
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
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